Our service
We take care of all your requirements
From planning to production, delivery and commissioning, right through to recycling your products when you purchase new ones
we provide you with individual support throughout the entire life cycle of your machine and production line.
- Consultation around your needs
- Design according to requirements and preparation of quotations
- From planning to realization: absolute care, innovative technologies, certified quality
- Precise technical integration into existing plant technology and machinery
- Support: by telephone and remote maintenance during project planning and commissioning of our products – also on site at the customer’s request
- After-sales service: spare parts planning and procurement, customer-specific documentation on-demand
- Specialists from our repair service ensure that your repair order is processed quickly
- Support and application engineers quickly ensure stable production conditions in the event of malfunctions
- Training experts support you with first-hand knowledge and know-how
FAQ: Service / Customer Support
Our service doesn't begin only when something stops working. We support you from project planning through commissioning to ongoing operation of your installation — with direct access to the engineers who designed the products. Whether it's parametrization, fault diagnosis, or repair: you will always speak with someone at esitron who understands your application on a technical level.
Yes. Our technicians assist with the commissioning of decentralized servo drives, servo controllers, and positioning controllers — both remotely and on site. Particularly for complex multi-axis applications or installations with specific requirements for dynamics and positioning accuracy, assisted commissioning pays off.
Contact our service team directly by phone or e-mail. Since development and support are under one roof at esitron, we can usually assess fault patterns quickly and respond in a targeted manner — without lengthy ticket queues or internal redirections. A direct contact person is available for urgent cases.
Yes, we repair and recondition servo drives, servo controllers, digital displays, and other drive components from our portfolio — including older product series. If a repair is more economical than a replacement, we will tell you openly. If a replacement becomes necessary, we will help you select a compatible or improved solution.
Our systems support common fieldbus interfaces — including PROFINET, EtherCAT, CANopen, and PROFIBUS. In practice, this means that esitron drives and controllers can generally be integrated into existing installations without difficulty, even where components from other manufacturers are already installed. For specific integration questions, we are happy to discuss the details with you in advance.
You send the defective device to us with a brief description of the fault. We inspect the damage, prepare a quotation, and carry out the repair after your approval. As a rule, you will receive feedback on the cause of the fault and the scope of the repair, so that you can also trace the cause on the installation side.
On request, we offer product-specific training for your technicians and commissioning engineers — covering parametrization, fault diagnosis, and maintenance of our drive technology and control components. The goal: your team should be able to work independently in day-to-day operations, without relying on external support for every question.
We place great importance on long-term availability, because we know that machines in the field often run for many years. For specific information on the availability of spare parts or software versions, please contact us with the relevant product details. Where product changes are foreseeable, we inform our customers well in advance.
Yes. Particularly where drives, controllers, and mechanics interact, isolated fault-finding is often not productive. Our technical team analyses the system behavior together with you — including evaluation of error logs, parameter histories, and motion profiles. This saves time and avoids misdiagnosis.
Directly us. esitron develops and manufactures customer-specific drive solutions — from the adaptation of individual components to the development of complete mechatronic drive systems. If you have an application that standard products cannot meet, please get in touch. We will assess what is technically feasible and provide you with a concrete proposal.
FAQ: Customer Support & Error Messages – esiMot / ServoLink
The most common cause is an insufficient authorization level. Go to FILE in ServoLink and enter the numeric code (password). Please note that electronic and motor parameters on the SC2 and SC10 can only be changed with a password at the appropriate authorization level.
ServoLink is running on a secondary screen. Please move the ServoLink window to the main screen.
There are three common causes — check them in the following order: Outdated ServoLink version: Update the software from the start screen (menu "?" → "Check for updates"). An internet connection is required. Incorrectly configured interface: Check the COM port of the interface converter in the Windows Device Manager under "Devices and Printers" and set it accordingly in ServoLink. USB interface converter not initialized: Unplug the USB interface converter and plug it back in — on some computers the settings are otherwise not correctly applied.
If sequence selection inputs are defined, these have higher priority than the manual start command and block it. Remove the sequence selection inputs or alternatively start the desired movement via "Execute".
This message occurs when a sequence was started in the commissioning window and the window was then changed. Stay in the commissioning window for the duration of a running sequence.
Here too, the required authorization level is usually missing. Enter the numeric code in ServoLink under FILE before transferring parameters
Parameters entered in the PC software must be actively transferred to the motor. Without this transfer step, the values remain only in the software and are not adopted by the drive.
In ServoLink, under Parameter → User → Axis type, no resolution in Inc/360° or Inc/m has been entered. Without this entry, no conversion to a display unit is possible. Enter the axis type and resolution to unlock the changeover.
The travel command does not match the currently active operating mode. Typical scenario: the drive is in "Positioning" mode but a speed setpoint has been specified — or vice versa. Always select the corresponding operating mode before issuing the travel command.
Two common causes: The specified travel speed exceeds the parametrized maximum speed. Reduce the travel speed or increase the "Maximum speed at 100%" parameter. The acceleration time (ramp) exceeds the maximum permissible value of 9,999 ms. Shorten the acceleration time accordingly.
In regenerative operation (braking, lowering), the DC link voltage rises. The integrated ballast circuit limits this increase — but if the ballast power generated is too great, the internal resistor is insufficient. In this case, an external ballast resistor must be connected. Note: Firmware versions 010.151.22 and .23 contain a known fault affecting the ballast circuit. A firmware update to version 010.151.24 or later resolves the issue.
No input with the "Limit switch" function has been parametrized. Parametrize the "Limit switch" input function or select an alternative homing method.
This fault occurs in firmware versions 010.107.61 and .62. A firmware update resolves the behavior.
The current limit for homing on block refers to the current limited in the user area — i.e. x% of x%. Increase the permissible current for homing, if necessary up to 100% of the limited current.
The most common cause is a non-matching GSDML file. Determine the firmware version of the drive via ServoLink and select the corresponding GSDML version using the GSDML.txt file (supplied online - free download).
As long as no active bus connection is available, the inputs are not evaluated. Set the response to bus faults to "No response" until the bus connection is available.
If the STO is active — meaning one or both STO inputs are not at 24 V — the limit switch status is not displayed. There is currently no software remedy for this behavior; check the STO wiring.
The cause is an activated cross-circuit detection: both inputs "Start inhibit" and "Safe stop" are switched simultaneously, which blocks acknowledgement. Remedy: switch the inputs with a time offset or deactivate the cross-circuit detection. Further details can be found in the manual chapter "Safe STOP".
As a rule, the I/O functions are parametrized differently on master and slave. Ensure that the I/O functions are parametrized identically on both axes.
The current sensor calibration was carried out with the brake closed and is therefore inaccurate. Carry out the current sensor calibration again — this time with the brake open (enable with brake management deactivated).