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Support

How to get help with the ABB Knowledge Manager connector, and what Endeavor Engineering commits to.

How to raise something

Contact your usual Endeavor Engineering contact, or reach us through the Endeavor Engineering resources hub.

Where the connector is delivered through a channel partner, that partner is your first line of support and will involve Endeavor Engineering as needed. Raising it with either route is fine; it reaches the same engineers.

Start with the FAQ — it answers the questions that come up most often, and may save you the round trip.

What to include

These few details usually determine whether the first reply is an answer or a question:

Why it matters
Connector version and Seeq version The two numbers mean different things (see Versions & Seeq Compatibility), and both are needed
The license state from the agent log An unlicensed connector registers no datasources and looks identical to a broken one — this rules the commonest cause in or out immediately
What you expected, and what you saw Especially: are the tags missing entirely, present but not trending, or trending with the wrong values?
When it started Was it a fresh install, an upgrade, a Knowledge Manager change, or did a working deployment change behavior on its own?
The tag and time range For a data problem, one concrete tag and one concrete interval is worth more than a general description
The relevant part of the agent log The connector logs each index run's outcome, including what it retrieved and what it could not

If signals that previously trended have stopped returning data, say so explicitly — that is a different problem from tags never having appeared, and it is diagnosed differently.

What we commit to

The support commitments are the same for every EEI connector, and are stated in full on Connectors ++ — Support: a response and effort commitment rather than a resolution date, platform currency as our work rather than yours, coordinated updates, a named validated Seeq version per release, and item identities designed to survive an upgrade.

Support is faster where EEI has an administrator account on your Seeq server; see Access to your Seeq server. EEI does not need it, but without it each look at the Seeq side goes through your team.

What follows is what is specific to this connector.

What is out of scope

Stated plainly, because an unwritten boundary is discovered at the worst moment:

  • ABB Knowledge Manager itself — its configuration, its tag catalog, and the content it holds. If KM reports a value, the connector brings that value through faithfully.
  • Your historian and control systems, upstream of Knowledge Manager.
  • Seeq Server itself — Seeq supports the platform; we support this connector on it.
  • Analyses built on the data — worksheets, calculations, and reports authored in Seeq.
  • Network and authentication infrastructure between the Seeq agent host and KM, beyond confirming what the connector requires and diagnosing what it reports.

Documentation feedback

Something wrong, unclear, or missing on these pages is worth telling us about — reach us through the resources hub. This documentation is version-controlled and published through an automated release process, so a correction reaches the live page on the next publish.