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Help & Support

Let's fix the problem!

When a problem occurs it's important to get help fast and easy - You are always welcome to contacts us with questions or problems

Here are 7 quick ways to get help.

How can we help you?

Create a support ticket

Call support hotline

TeamViewer direct support

Camera & Video

AviX Training

Tips & Tricks (FAQ)

Instruction videos

Every now and then there are new versions of AviX available with new and improved functionality.

New versions of AviX are included in your license, so why not download the latest version of AviX.

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Good to know when contacting support


To offer fast and liable help, we would like you to check the following:

  • What version of AviX are you running? TIP: You can see the version in the upper left corner when AviX is running.

  • If you get an error message - What does it say? TIP: Make a screen dump.

  • How did the error occur? We call it reproduceability when troubleshooting. What operations did you perform in AviX when the error occurred?

  • AviX log-file. In the AviX installation folder (normally c:\program\AviX) there's folder named "logs", in this folder you find the AviX log-file: AviX4Logfile.log. Make a copy of it, if asked for, you can e-mail it to support.

NEW: Using AviX 4.6.9 and later it is possible to send a support issue directly from AviX.

AviX will automatically collect the log-files needed and open your e-mail client. All you have to do is explaining the issue and send the mail.

Just go to "Help" and select "Report application problem"

Support hotline


Call our support hotline and talk directly to our support. They know everything about AviX, and are nice people to talk to.

OPENING HOURS: 09.00 AM - 04:00 PM CET

PHONE: 0046 31-760 64 20

E-MAIL: support@remove-this.solme.se

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Which camera should I choose?

Among AviX users there are generally two types of needs when it comes to video cameras. The first case is a user recording short cycles (max 40-60 min), and the other case is users recording long assembly’s/resetting’s of machinery (> 60 min).

Theoretically AviX can handle most common video files, however, practically there can be a difference between camera vendors, and some use their own file format. To record videos in an easy way, follow these recommendations:

  • The file format should be .MP4 to achieve the best compression and playback in AviX. The most common fileformats (.MPEG, .AVI) works with AviX, however, vendor specific file formats or videos recorded in HD-resolution must be converted.
  • The camera should have the option of setting the recording to 3-4 Mbit/s (bitrate)
  • It should be possible to adjust (lower) the camera resolution to about 640x480, it is not recommended to use cameras only capable of recording in HD-resolution (or just below). These video files often requires too much computer power at playback (both for AviX and most office computers), HD-resolution also generates extremely large video files (seven minutes HDTV generates about 1 GB data).

  • Battery capacity about 1 hour for normal use, recording long processes requires a camera with large battery and/or external power supply.

Problems with new cameras

During 2013 some import limitations to new cameras appeared. The context is not fully clarified and if this only applies to EU imported cameras or also to the US market. 

However, this limitation consists of a time limit, splitting the recording in a new file about every 20 minute. It is still possible to record continuously, but in long recordings a lot of separate files will be created. 

At this moment the general explanation has to do with taxes applied on video cameras, and to avoid this, manufactures classify the video cameras as cameras. To do so, there has to be a time limit for each clip recorded. 

To solve this issue, the easiest way is to use Any Video Converter to merge the video files. (Explained below) 

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Recommended cameras

Long recording time (> 60 min)

Recommended camera is Panasonic HC-V180/160 (HC-V130, V110 or older) or Canon Legria HF R706/707. Order it from any favorite e-store. These cameras can be complemented with extra large battery (order separately) or used with external power-supply.

Recording with head camera (point of view)

To make the recording easier, or as a complement to show exactly what the operator sees, use a “action video camera". Recommended camera is GoPro Hero. Order it from any favorite e-store.

GoPro Hero3/4

Newer versions of the GoPro Heri 3/4 also creates hidden .LRV files (Low Resolution Video). These files can be renamed to .MP4 and then used in AviX. The resolution and video size is well suited for AviX. Only cameras with wi-fi have this option.

GoPro Hero4 also comes with an LCD screen, making it possible to use it as a hand held camera, e.g. together with the Hand Grip accessory.

GoPro Hero5 Black/Session

The latest recommended cameras from GoPro is Hero5 Black and Hero Session. The difference is mainly that Hero5 Black has more advanced features, LCD touch screen and a removable battery, while the Hero Session is simpler with a build in battery (approx. 2 hours time) and no LCD screen. Both is really easy to configure and control using the GoPro app for Smartphones.

Recommended resolution GoPro

Can easily be adjusted using the GoPro app (Capture).

Use 720p, 25-30 fps - Using higher resolution will only result in unnecessarily large video files.


Software

Sometimes video files need to be converted. It can be due to:

  1. The video format is not supported by AviX
  2. The video format is to big handle in an easy way
  3. Several separate movie files should be combined to one big file.

We recommend one of the following softwares:

Any Video Converter (can also merge movies): http://www.any-video-converter.com/products/for_video_free/

Handbrake: http://www.handbrake.fr

 

AviX settings

If the video playback in AviX isn't smooth or doesn't work at all, it can be due to playback settings. There are two settings in AviX: "Software based" and "Hardware accelerated". Go to "Preferences" and select "Movie player", try changing between these two settings. Depending on your computers configuration, one of these is the most suitable.

For more technical details regarding playback contact support@remove-this.solme.se

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AviX training

Basic training

Learn how to use AviX the best way for your company! We go trough how to identify improvement potential, time studies, continous improvements and how to create  work instructions.

Working with AviX aims at increasing your productivity, effieciency, quality and reducing losses in work stations or complete lines. 

The training is based on case or material from your own production environment, and during the course we practice in AviX.

The aim of the training is to assure you have the knowledge needed to reach your goals with AviX.

Re-start training

Have you or several of your colleagues already participated in an AviX trianing - But it has been a while?

Then it is the perfect opportunity to participate in a re-start training session where we work with the basics of AviX and help you back on track.

This is also well suited for those of our customers that have company specific routines or ways of working with AviX.

Sometimes several users from different companies needs this type of training, if so, we put together a training session together with several users - Time and cost effective.

Superuser training

If you already know most of the features in AviX, but need more knowledge in a specific area, or if you need to put AviX into a more advanced working routine combining several disciplines e.g. preparation, design. 

 

Contact us for more information

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Tips & Trix (FAQ)

Create a Process Task In the Process Task editor, click and select a film.

The Method module is always accessible from the button [Method] in AviX.

You can click the button "Reset current perspective" at the top of the screen at any time to restore the perspective to its initial layout. If you have minimized a view, then it is in the left margin and you can restore it from there.

You can add a tool in the Tools tab, which is located in the Method module by default next to the Method Tree.

A product structure is built up in the Parts tab, which is located in the Method module by default next to the Method Tree. Refer to “Extended parts handling” in the "AviX User Manual" available from the "help" menu in AviX.

Objects and tools are imported via: Select “File” →“Import” Select “Excel file import” Follow the guide, or refer to “adding parts/tools” in the "AviX User Manual" available from the "help" menu in AviX.

It indicates that you have created a task without any stopwatch time analysis. OR Grey indicates that standard movements or stopwatch time are in an Operation without any activity being linked to it. 
This does not affect the standard time, though it will produce incorrect proportions of green, yellow, orange and red time in the results.

Check the following: Is the file path to the film file correct? 
If you know that film files have been moved, you can set a standard search path in AviX, refer to “Folder structure and search path” in the "AviX4 User Manual" available from the "help" menu in AviX.

AviX4 supports mgeg1 and mpeg4, even though a lot of other video formats also can be played in AviX. Refer to the section “Choosing the right camera” above, for further information.

Reports/work instruction are created by generating a printout, the range of available reports depending on which object or level in the structure tree is selected. Refer to “creating work instruction” and “generating reports” in the "AviX4 User Manuel" available from the "help" menu in AviX.

We are gradually developing new reports/work instructions in AviX, please contact Solme AB for further information about custom made reports.