Open a remote support session

Developing software modules for your hardware usually requires a debugging process. If the according PC is connected to the internet, the easiest way to debug the software is to schedule a remote support session with us so we can directly access your PC and debug the software modules.

Please note that no additional software like TeamViewer needs to be installed!

To open a remote support session select Support => Open remote support session from thaTEC:Core’s menu bar:

The module might take some time to start. However, if any error message occurs or nothing happens, please update the support database as described here.

After eventually granting admin rights in the popup window, our TeamViewer support module will open. Here you can insert your name and an optional short description for the requested support. We will receive an email with your support request.

Important note: To allow access your PC, you need to confirm this once more by

Update the support database

Via thaTEC:Core, it is possible to directly access the manuals for several software modules, open remote support sessions or perform other quick checks for your system if any errors occur. In order to keep the documentation and service modules up to date, this support database is usually updated with every update of any software module. However, you can update the support database manually via the following steps:

  • Check for updates via the menu bar => Modules => Check for updates
  • Select Help => Update documentation from the menu bar

If this option is greyed out, there are no updates for the support database available.

Update from a stable to a newer beta version

Before releasing new features for a certain module, usually, there will be a beta version to find potential bugs before releasing a stable version.

To update to a new beta version, e.g. for debugging the software, open thaTEC:Core and make sure that the update database of thaTEC:Core is up-to-date by checking for updates via the menu bar „Modules“ => „Check for updates“ or by pressing Ctrl+U.

Afterwards, right-click on the module you want to update and select „Update“ => „Update to newer beta version“

How can I see the changes if an update for a software module is available?

It is possible to open the current changelog of the module before installing the update. For this, just right click on the respective module and select „Update“ => „Open updated changelog“

Issues updating thaTEC:Core

In the last versions, we changed the self-update procedure of thaTEC:OS. Thus, if you are using an older version (before 2019-08-06), the update is not performed correctly and it will still be indicated that a new update is available. In this case, you will need to download the „Core_updater“ module from the module library and run this module to manually perform the update.