Bently USer Guide
Bently USer Guide
Bently USer Guide
User’s Guide
Bently Nevada™ Technical Support Portal
www.bntechsupport.com
Table of Contents
Section Page
Overview 2
Registration 3
Logging In 6
Key Features 8
3. Answer Cards 13
Summary 17
For immediate help, you can search our Answer Card library. We have over 1,000 Answer Cards for your reference, and
more are added daily. If you can’t find your answer through self-help, you can log a case with our team of experts. Not
only does this give you a Technical Support Case Number to facilitate the real-time tracking of your case,
it enables you to start a case history that you can reference at a later date. You can also explore your online service knowl-
edge repository and request copies of your site service reports. You can even download computer-based
training (CBT) modules for your purchased products.
The features that you can access in the TSA portal are based on your specific TSA level. There are three levels of TSAs
(Silver, Gold, and Platinum), and the level that pertains to you is a function of the product(s) you have purchased, the
elapsed time since delivery of your product(s), and whether you have renewed your TSA at the complimentary Silver
level or at a higher level offering more support.
Customers at all TSA levels are provided with online case management, viewing of new product information, and
downloading of product manuals and firmware updates. Customers with Gold- or Platinum-level TSAs have access to
additional features such as software upgrades, system deployment repository, factory test data reports, online CBTs,
and Technical Support usage reports and audits. Platinum-level TSA customers have exclusive benefits including field
service report histories, remote troubleshooting of software products (high speed access required), and disaster recov-
ery assistance in the event of a hard disk crash or other computer failure.
Whether you hold a Silver-, Gold-, or Platinum-level TSA, our Technical Support Portal is an extremely
powerful resource designed to deliver tailored support capabilities and information. Please register today
at www.bntechsupport.com to unlock the full potential of this valuable resource. It is available to every
customer of our Bently Nevada Asset Condition Monitoring products.
A page with the registration form (Figure 2) will then open. Complete all required fields, which are marked
with red asterisks. When you have finished entering your contact information, click Send Registration.
A message (Figure 3) will display to inform you that your request has been received.
A Technical Support Specialist will then contact you within 24 hours via e-mail (Figure 4).
The e-mail will contain your user ID and password, and a link to www.bntechsupport.com.
A link is also provided if you wish to change your password or otherwise modify your account.
Once you receive this e-mail, you are ready to log in to the Bently Nevada Technical Support Portal at
www.bntechsupport.com.
On the SSO login page (Figure 6), enter your User ID and Password, and then click Log In. The
page will retain your User ID (but not your Password) if you check Remember my SSO User ID
before you log in.
After you log in, read the International Trade Regulations Notice (Figure 7) and click the appropriate
selection. If you click I agree , you will proceed to the Technical Support Portal home page.
A Support Request Form will display (Figure 10). Enter a brief subject line, and then describe your question
in detail. You have the option of adding up to four attached documents. To log your case, click Submit.
Once you have logged one or more cases, you can use the web portal to track them. To see who is
working on your case or to view its progress, first click Search/View My Support Requests on the main
page (Figure 11).
The web portal then displays a list of your cases. For each entry, the list includes details such as the
Case Number, the person who logged the case, and the Technical Support Specialist who has taken
ownership. To view a particular case, click its Case Number or Case Description (Figure 12).
Figure 13 is identical to Figure 12, but shows the option buttons for viewing different kinds of cases,
depending on their status (here, the option for Open Cases has been selected). You can view other
categories of cases by clicking the appropriate option buttons adjacent to the category titles. Your
display options include: all cases, new cases, cases that have been marked as closed, and cases that
have been archived. There are also two categories of pending cases, one for cases that a Technical
Support Specialist has not yet viewed, and one for cases that are awaiting your action.
The Product Manual Authorization Page (Figure 15) will open in a new window. Enter your
Company Name and TSA Number, and click Submit. You will then see a list of manuals that
you are authorized to download.
To access updates, click Browse Software Updates (Figure 16) on the main page.
The Software Updates Login page (Figure 17) will open in a new window. Enter your Company
Name and TSA Agreement Number as it appears on your TSA Agreement documentation and
then click on submit.
The Software Download Page (Figure 18) will open displaying a list of software that you are au-
thorized to download.
The Answer Card Library page (Figure 20) opens. To explore a specific issue, enter relevant keywords
in the search field and then click Search.
The Answer Card Library displays all results (Figure 21) that match the keywords you specified in your
search. In this case, we have searched on “System 1 Display error” (see search box in Figure 20).
To view a specific Answer Card, click its title. In this case, we have clicked on the first search result
in Figure 21. The corresponding Answer Card is then displayed (Figure 22). Each Answer Card in-
cludes a description of the issue, the response from Technical Support, any associated keywords,
an indication of the product line(s) affected by the issue, and attachments that provide more de-
tailed information.
You can also conduct a basic Answer Card search from the home page of the web portal. Lo-
cated beside this search field is the Advanced Search link (Figure 23), which allows you to
search specific categories of Answer Cards.
Figure 23 – Home Page Answer Card Search Box with Advanced Search
On the Advanced Search screen (Figure 24), click the desired category, enter your keywords in the
search field, and then execute the search by clicking Go.
The portal also contains detailed contact information allowing you to call or e-mail a Technical Support Specialist in
your specific region of the world, to provide feedback on the content and usability of the TSA Portal, and to share Best
Practices with your fellow users.