Support

Actuon Support

COG supports what COG builds. This page sets out exactly what that covers, so you know before you buy where our responsibility ends and yours begins.

Product Support

Included with your purchase. Covers issues attributable to COG products:

  • Actuon8 motion controller — function, configuration, faults
  • Actuon-SIB safety module
  • COG control wiring
  • Actuon AX150-750 actuator
  • Actuon Control Manager — installation, configuration, operation
  • The published commissioning procedure
  • Documentation and published parameter sets

If a COG product does not do what our documentation says it does, that is our problem and we will resolve it.

System Integration Support

A paid engineering service. Not included with the product.

Covers everything that is part of your machine rather than ours:

  • Customer-designed mechanics and structure
  • Third-party servo drives and motors
  • Actuators not supplied by COG
  • Configurations outside those we publish
  • Integration with external software or hardware
  • Host PC, operating system and driver issues
  • Electrical installation and power supply
  • Diagnosis of problems that turn out to originate outside COG products

This is not a way of declining to help. It is engineering time on a machine we did not design, and it is charged as such. See our Remote Consulting Service.

Servo drives

COG supplies control electronics, control wiring and software. Servo drives, servo motors, mechanical structure and host PC are not supplied by COG and are not part of the product.

The Actuon control layer is validated for use with the AASD-15A servo drive. The AASD-15A is a single technical reference assembled by several suppliers; any drive that genuinely corresponds to that specification is suitable. COG publishes reference configuration parameters and connection guidance for it.

  • COG does not supply the AASD-15A.
  • COG provides no warranty on the AASD-15A or any third-party drive, motor, actuator or structure.
  • COG provides no technical support for the AASD-15A itself — firmware, internal parameters beyond the values we publish, faults or RMA.
  • Drives that do not correspond to the AASD-15A specification are not supported.

Third-party software

The Actuon8 is compatible with SimHub. SimHub software and any required licence are not included and must be obtained separately. COG has no commercial association with SimHub and cannot guarantee compatibility with future changes to third-party software.

Private and commercial use

Standard products purchased through this store are supplied for private, non-commercial use. Commercial operation — simulation centres, training facilities, public installations, integration into products sold to third parties, resale or OEM — requires a commercial licence. See Actuon Ecosystem — Commercial Use.

What we do not supply

COG sells finished, supported products. The following are not part of any supply, at any tier:

  • Internal communication protocol
  • Firmware and source code
  • Schematics, PCB files and BOM
  • Manufacturing documentation
  • Internal architecture documentation

Our documentation explains how to install, configure, operate and diagnose. It does not explain how to design or reproduce.

Before you contact us

Most issues resolve faster if you have this ready:

  • Your order reference
  • Configuration purchased (Belt, 3DOF, 6DOF)
  • Motion software and version
  • Servo drive firmware version
  • What you expected to happen and what happened instead
  • At which step of the commissioning procedure it occurs
  • Photo or video where relevant

Professional and OEM support

Integrators, OEM customers and professional operators are supported under their commercial agreement, with terms defined per project. See Actuon for Business.