English
Czech
German
French
Italian
Japanese
Polish
Spanish
Support Center
Find resources for Mitsubishi Electric Iconics Digital Solutions products and get support from the team. Our goal is for every customer to have a positive experience and succeed in their projects.
Product Documentation
Our help documentation is a great resource for learning about our products and finding answers to questions. The help documentation focuses on product functionality and related use cases, with some troubleshooting information.
We highly recommend reviewing the release notes for your version to see new product features, fixes, and updates.
GENESIS
GENESIS is our latest automation software product. We recommend using the search function or scrolling through the product tree on the left-hand side of the page to browse by topic.
GENESIS64
GENESIS64 is an older automation software offering. We recommend using the search function or scrolling through the product tree on the left-hand side of the page to browse by topic.
IBSS
The Intelligent Buildings Software Stack (IBSS) provides a unified, contextual view of workplace operations and experience in real time.
Takebishi
Takebishi DeviceXPlorer OPC Server is OPC server software that provides connectivity with control devices such as PLCs, machine tools, and robots that operate at manufacturing sites.
Additional Resources
License a Product
Visit our Licensing Portal to license Mitsubishi Electric Iconics Digital Solutions products, activate or upgrade your software, and access our Info Center.
Lifecycle Policy
We are committed to delivering high-quality software to our customers. The Product Lifecycle Policy outlines the company’s approach to product updates and upgrades throughout each stage of the lifecycle, enabling customers to make informed decisions about their systems.
Security Center
We are committed to providing high-quality, secure products to our customers. Get the latest security updates at our Security Center.
Training Videos
The Learning Hub is our newest resource for training videos. Start here for any training needs.
An older resource, the ICONICS Institute, also has training videos on many topics. The videos are organized into sections and divided into short segments by topic, making it easy to find specific content. Most videos are less than 5 minutes long.
These videos are another good resource for learning about products, configuration, and common setups.
Community Portal
Note: This website requires a login. If you do not have an account, please register. Your SupportWorX plan includes access to the Community Portal.
The Community Portal includes several resources that can help. Under the Resources menu, find product installations and updates, as well as Application Notes for older versions. As of version 10.97.3, material from the Application Notes has been incorporated into the Help documentation.
Select Support at the top to access the Support Center. In the Support Center, search for keywords related to an issue to find relevant Knowledge Articles. These articles are written by technical experts and can help resolve issues or answer questions. The Support Center also provides a log of past support cases.
Contacting Customer Support
If a question or issue remains unresolved after searching the Help documentation, training videos, and Knowledge Articles in the Community Portal, contacting Customer Support may be necessary. Please reserve phone calls for emergencies, site-down situations, or cases where a support request cannot be submitted through other methods, such as when working at a customer site without internet access.
Submitting support cases through the Community Portal is recommended. Log in and navigate to Support > Support > Contact Customer Support to open the case submission form. Complete the form, including the priority, and submit the request. A new case will be created automatically. The Customer Support team will respond with recommendations or request additional information if needed.
If access to the Community Portal is unavailable, cases can be submitted by emailing [email protected]. Include the End User company name, software version, and issue priority (Low, Medium, High, or Critical).
General or Regional Support Inquiries
Have a general question or problem? Contact our support team located in your region.
After-Hours Emergency Support
24/7 emergency support is available for customers who have purchased a 24/7 support plan. For emergencies outside of our business hours, support is available by phone through the 24/7 support number.
The 24/7 support number is available in the Mitsubishi Electric Iconics Digital Solutions Community Portal under Support > Support > 24x7.
Need a Support Services Plan?
GENESIS SupportWorX™ Customer Support Services Plans are a key component of Mitsubishi Electric Iconics Digital Solutions’ global support and services programs. Expert assistance is available by phone or online. SupportWorX Plans provide telephone and email support through sales channels and support centers around the globe.
SupportWorX provides access to the Community Portal for the latest service packs and information needed to keep systems running at peak performance. SupportWorX also includes license replacement in case of a lost software key or damaged hardware key.
GENESIS SupportWorX Guide
Learn more about the levels of product support we offer and optional add-on services.
Have questions?
Contact a Sales Representative to get started and find a plan that best fits your needs.