SUPPORT

How can we help?

GENERAL SUPPORT

Is support included with my purchase?
Yes. Email support, updates and upgrades are available for as long as your Cloud Access has not expired.
How do I request Simutech Training System support?
Please contact us [email protected].
What support options are available?
We provide email, phone, and personal support. If you have any questions, please contact us at [email protected].
Whom should I contact with questions?
Please contact us at +1-866-942-9082 or [email protected].
Can I move the Simutech Training System software from one computer to another?

Yes, you can install the software onto more than one computer and log in to continue your progress from either place. You can also download the software from one computer and then install it on another computer, but an Internet connection is still required to log in the program.

After I download the setup files, I get an error when trying to install the program(s). How do I fix this?
It is possible that there was an error during the download process. Return to the Download and Install page and attempt the download again.
Can I change my user name once my account has been created?

Your name can be changed, please contact Simutech Multimedia Technical Support at [email protected].

DEMO

Can I try the Simutech Training System before purchasing a license?

Sure! We can show you how the system works in a demo session. Please request it here: DEMO

Can I get a demo for the core product?
Of course! You can book the demo session here: DEMO
Are there any prerequisites for using the Demo?
Not at all! The Simutech Training System (2D or 3D) is suitable for everyone, from beginners to experts.

PRICING

How can I purchase the Simutech Training System?
Please contact us at +1-866-942-9082 or [email protected] and we’ll help you determine which package best meets your needs.
What if I am from a college or a school and am interested in the training tools?

Click here if you are from a college or school and interested in our products.

How does pricing work?
For more information about pricing, please contact us at +1-866-942-9082 or [email protected].
Can I get only the simulations modules?
Not at this time. The simulations modules are a carefully integrated part of the overall Simutech Training System, and work within the complete training platform to ensure troubleshooting success. To learn more about the Simutech Training System, please contact us [email protected].
Can I purchase the license online?
Unfortunately, you can not purchase online. Please contact us at [email protected].
What are the primary differences between Core and Full bundle licenses?
The difference is the content included in each one (i.e., Core Skills or Core Skills + Advanced Skills). For more information about the topics included in each license, please contact us [email protected].

Simutech Training System 2D

installation

What are the system requirements to run the Simutech Training System 2D?
The following are the base requirements to run the Simutech System Training System:

  • Windows 10
  • Video Resolution of 1024 x 768 or greater
  • Sound Card
  • Mouse
How do I install the software?
  • Login to your account at cloud.troubleshootingskills.com and go to the Home Page
  • If you are a course administrator: Click the download button underneath Course Manager
  • If you are a course user: Click the download button under Training System
How many computers can I install the troubleshooting skills training system software on?
If you have purchased the Personal Edition (for individuals) of the software then you can install the software on up to three computers at a time. Your data and progress is synced with the cloud, therefore you can login to your account from any of the computers you have the software installed on.
If I purchase a new computer or my computer crashes, can I reinstall the software again?
Yes, you can sign in again to your cloud account and download the software again as the need arises.
Can I install the software on a Mac?

The Simutech Training System 2D and Course Manager do not work on a Mac.

Can I install the software on a tablet?

The Simutech Training System 2D and Course Manager do not work on a tablet.

Access & ERRORS

I’m an administrator and I can’t log-in to the Simutech Training System 2D (orange icon)
If you are only an administrator in the system, not a user as well, you are not able to access the Simutech Training System program (orange icon), only the Simutech Course Manager program (blue icon). If you would like to also use the Training System, you have to invite yourself as a regular user:

Course Manager > Access Management Tab > Invite User By Email.

Please note this will use up one of your user licenses.

When I login to the Simutech Course Manager, I see "adsmith" instead of my name

You have become locked out of the “Simutech” folder in “C:\Program Data”. Please take permission from the “SYSTEM” and give the “user” read and write access to the folder. The permission has to be inherited to the child objects as well so it applies. You will need help from your IT department if you don’t have administrator access or if they were the ones who installed the software.

Why can I only see 5 modules in my Course Manager when I should have 7?
The Troubleshooting Electrical Circuits Module is automatically assigned once the user is invited to the system. You can see all the modules assigned to a user in the Users tab,. Additionally, the 7th module, Troubleshooting Industrial Systems, is added to a user when they’re assigned the PLC module.
My License ID activation and password has been required
Your version of Simutech Training System is likely to be 2018 or older, which are versions that are no longer supported. If you would like to renew your Simutech license and migrate to the most recent version, please contact us at [email protected].
Error: An unexpected error has occurred and the module will now close. If the problem persists please contact Simutech Multimedia. An error log was written to: C:ProgramDataSimutechSlateErrorLog.txt

Send the Slate Error Log ( located on your computer at C:\ProgramData\Simutech\SlateErrorLog.txt) to [email protected] The development team will review it and will send you a fix.

Error: “Access to the path 'C:ProgramDataSimutechbetaBranding.png' is denied.”
The user has become locked out of the “Simutech” folder in “C:\Program Data”. Please take permission from the “SYSTEM” and give the “user” read and write access to the folder. The permission has to be inherited to the child objects as well so it applies. You will need help from your IT department if you don’t have administrator access or if they were the ones who installed the software.

Using The Software

How can I improve my score for the skill testing faults?

The Troubleshooting Core Skills Bundle was developed to be used as a series. Make sure that you begin with Troubleshooting Electrical Circuits and then move on to Troubleshooting Control Circuits and Troubleshooting Motor Circuits.

The Troubleshooting Advanced Skills Bundle, which includes the Troubleshooting Industrial Controls, Troubleshooting Industrial Controls 2 and Troubleshooting PLC Circuits programs, will enable you to apply all of the skills you learned and practiced in the Troubleshooting Core Skills programs. Improving your score means being an efficient troubleshooter.

To help improve your troubleshooting process, take the time to fully understand the troubleshooting concepts and techniques taught in the learning modules in Troubleshooting Electrical Circuits, as well as the other Troubleshooting Skills Series programs.

Repeating the Guided Faults a few times will also help you to understand the correct troubleshooting process.

I had a poor score on the meter readings scale. I can take as many meter readings as I want on real equipment, so why am I penalized in the simulator?

If you are having problems keeping your number of meter readings to the par value, it shows that there is room for improvement in your process. While it is true that you are not penalized in real life for taking more readings, the idea of this software is to help you develop the most efficient and effective process possible.

Note that the number of meter readings you take does not affect your score for that fault or your Overall Rating. The Meter Readings scale just shows how efficient you are being. There is more information about the evaluation and scoring in the Help system within the simulator.

Can the faults be retried once completed?

Yes, you can retry the faults once they are completed. Guided and Practice faults can be tried an unlimited number of times. You can also retry the Skill Test faults, once they are all successfully completed, in the Skill Maintenance section. Here you can choose to retry the faults from any of the difficulty levels randomly or sequentially.

The program will track your Skill Rating and let you compare your retry results with your results from the Skill Test attempts.

Can I print out my progress and scores?

Yes, you can print out your progress and scores at any time in a Progress Report. To print your Progress Report:

  1. From the Main Menu, click the Resources button. The Resources window will appear.
  2. Choose the Reports tab at the top.
  3. Click the Print Progress Report button.
  4. Choose your printer and click the Print button.

The Progress Report shows your progress through the program, your Skill Rating for each difficulty level, as well as your Overall Skill Rating for the program. It also displays the results of all your fault attempts, as well as any errors you committed.

How do I view/print my certificate of completion?

To view/print your Certificate of Completion you must first successfully finish all of the Skill test faults in the program. Once these are complete, a Print Certificate button can be found in the top right corner of the Summary page.

The Summary page will be accessible in the same area as the Basic, Intermediate, and Advanced tabs for troubleshooting the circuit.

Simutech Training System 3D

How do I access the Simutech Training System 3D?
Once you are enrolled, your Account Manager will contact you to give you all the information you need.
What are the recommended system requirements for the Simutech Training System 3D?
We recommend the following specifications: Windows 10 or Mac OS, i5 with an external graphics card, 8 GB RAM, 1920 x 1080 display, Chrome or Firefox web browser, 10 Mbps down or more, 1 Mbps up reliable continuous Internet, Internet ping times of  < 25 ms.
What are the minimum system requirements for the Simutech Training System 3D?
The minimum system requirements are the following specifications: Windows 10 or Mac OS, i5 with U620 on chips graphics, 8 GB RAM, 1366 x 768 display, Chrome or Firefox web browser, 5 Mbps down or more, 512 Kbps up reliable continuous Internet, Internet ping times of < 50 ms.
Do I need to download or install any software to use the Simutech Training System 3D?
Not at all! The Simutech Training System 3D is accessible by browser so you don’t have to download or install anything.
Which web browsers does the Simutech Training System 3D support?
The Simutech Training System 3D is supported by Chrome or Firefox web browsers.
Is the Simutech Training System used in my industry?
Very likely. The Simutech Training System has been used by more than 500 companies in the food and beverage, automotive, oil and gas, and plastics and packaging industries.
Are your simulations computer-based?

Yes! Our simulations are computer-based and are an essential part of our training system. You can access them anytime, anywhere from a laptop or desktop. For more details about our product, please contact us at [email protected].

SUPPORT CONTACT

We’re here to help!

Please call us, email us, or fill out the form to the right and someone from our support team will get back to you soon.

Email support: [email protected]

Toll Free: 1-866-942-9082

International: +1-613-722-1230

Support office hours: Monday to Friday 9:00am – 5:00pm ET