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FAQ

Support – Frequently asked questions

  1. Is your software available in my language?
  2. Is training available if our GPRO system administrator leaves?
  3. What are the limitations and period of a trial?
  4. Do your applications run on 64-bit platforms?
  5. How do I convert from a trial period to the full version?
  6. What care or precautions should I take to maintain SmartTerms?
  7. What are the types of support service modes provided?

Is your software available in my language?

User interface text in GPRO software is generally available in English and Simplified Chinese, Traditional Chinese and/or Vietnamese. The general guideline applies to selected portions of documentation.

Is training available if our GPRO system administrator leaves?

Yes. Contact us to get a quote.

Whilst you can consider GPRO’s paid retraining services as an option, we also recommend to our valued customers that you consider adopting simple best practice and safeguards especially in IT system implementations

  • Ensure replacement staff are identified before staff leave and retraining scheduled between administrators for knowledge transfer and task handovers.
  • Ensure all existing system documentation or internal notes are maintained
  • Ensure all passwords or user names for the administrator are secured and documented in a safe place.
  • Regular backup windows are maintained and tested from time to time.
  • Internal user to user training schedules are planned regularly.

What are the limitations and period of a trial?

SDT – 15 days trial starts from first install until activation is required or product is disabled.
QCM – 15 days trial starts from first install until activation is required or product is disabled.
IEES – 15 days trial starts from first install until activation is required or product is disabled. Dongle for server is required.
PSM – 15 days trial starts from first install until activation is required or product is disabled.
UPS – 15 days trial starts from first install until activation is required or product is disabled.

Do your applications run on 64-bit platforms?

Yes.

GES compatible applications (starting with G.PRO Framework 2.4 or higher) now support both 32-bit and 64-bit Windows platforms.

How do I convert from a trial period to the full version?

Once GPRO products are licensed and activated with the Activation Wizard, the trial period will be unlocked.

What care or precautions should I take to maintain SmartTerms?

Dust.
Wipe with warm water or a dry cloth without any abrasive materials or chemicals. At end of shifts, operators can use compressed air to remove dust buildup.

Catch and release.
When disconnecting SmartTerms from the phone jacks, make sure the release catch is pressed first before pulling gently.

Regulate power.
Ensure adequate regulated power supply is provided to the lines. We find most power supplied to industrial areas are often irregular and voltage highly unstable.

(For non-RFID/contact-based G1 versions only) Polish metal contacts.
For contact-based (non-RFID) versions of G.PRO SmartTags and SmartTerms, wiping or polishing the metal contacts periodically can help you to remove thin layers of oxidation (in high humidity or tropical factory environments) extending the lifetime of your tags.

Rotate usage.
When recycling GPRO tags, rotate each batch of tags that you use to ensure tag use is more evenly spread out over their lifetime. You will extend the lifetime of your investment by using tags often (not by using them less) and rotating seldom used tags on a regular basis.

What are the types of support service modes provided?

  • Remote desktop – GPRO technical support logs into your network over the internet to troubleshoot.
  • Email – Support personnel responds by email with a workaround, solution or steps to resolve the issue.
  • Phone call – Call the service support numbers to speak to a GPRO support professional. 
  • On-site -  A GPRO system support professional arrives on site to troubleshoot, resolve or provide a workaround to the issue.