Support


Support Center provides the following for all SiemensCX Industries products :

  • Installation files
  • License files
  • Knowledge base
  • Documentation
  • Support cases (See attached phone numbers at the bottom of this page as a secondary way to reach support)
  • Product updates
  • License/order information

TO GET ACCESS:

You will first **NEED** to know the install/sold-to number (which is essentially a server assigned to a set of licensing) and web access code (WAC) on the license file(s) during the self-registration process to gain access. DO NOT REGISTER YOURSELF WITHOUT THIS INFORMATION as you will not have access to the content you need when you get access since your account is not tied to any of the products listed on your license/sold-to and therefore you will be missing relevant products in the support center (if you messed this part up, see the below section on how to add a sold-to to your webkey). Consider that your University may have different departments, faculty, and student teams EACH with their own sets of licensing (each will likely contain different products too) so please use the information from the correct license file.

The license contact listed in our system (usually either an IT person or faculty member) for the corresponding sold-to will receive these license files, so please coordinate with this person to obtain the sold-to and web access code for self-registration. If you need help identifying who that point of contact is please let your SiemensCX representative know.

  •  To change your password or information, go to Account Center > My Profile.
  • To generate STAR-CCM+ PoD keys please see this since there are additional steps we need to take on our end to get you access to PoD licensing management.

Once you self register, this will automatically set up your personal webkey account. Our “How To” videos show how get started, please also see the attached document below.

TROUBLESHOOTING

  • If your web access code (WAC) didn’t work: Select “I don’t know my WAC..” during the registration process. A Siemens employee will work with you to get set up.
  • Missing products? You may not have the needed sold-to added to your webkey account. To fix this see the below bullet point.
  • To add or review Sold-To / Install / Site ID’s and their corresponding web access keys: Once you are in the support center go to Account Center > Sites and Users. If you need to add a site, go to Join Site, this will ask for the site ID/sold-to and web access key which are listed on the license files.
  • For help on the website (including delays on account creation): Login to the support center and go to the ‘Need website help?’ option.

IT AND FACULTY:

To streamline student access you can share the following through email, internal sites, etc., share a link to this site (for troubleshooting) and either:

  1. Generate self-registration directions from our system
  2. Or share the install/sold-to number and web access code on the license file(s) along with a link to this site via email, internal sites, etc.

IMPORTANT: The web access code changes when you get a new license file (this happens, for example, when you renew or when we send you a license file for the latest version of NX).

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