Support and changes after handover
Who does what once a station is in production, and how changes are handled.
Technical review: Frank GuoReviewed
After handover, an addaScan station is supported under the support plan agreed at handover. The plan states what is covered, such as faults on checks that passed acceptance, and what is quoted as a change, such as new inspections or line changes. Your team cleans optics, runs reference checks and backs up recipes. Software updates are planned and retested, and the recommended spares list tells you which parts to keep on site.
Covered by the plan, or a change?
The support plan agreed at handover is the reference. This table shows how requests are usually sorted; response times and charges are in your plan, not on this page.
| Request | Usually handled as | What decides it |
|---|---|---|
| A check that passed SAT starts failing | Support under the plan | Compared with the SAT criteria and the recipe handed over |
| Questions on operation, cleaning or reference checks | Support under the plan | Training and the handover documentation |
| Restoring the station after a part is replaced | Support under the plan | A current backup and a matching spare |
| A new product in an existing pack format | Set in your plan: included or quoted | Whether it fits an existing recipe |
| A new defect, inspection or pack format | Change, quoted | Usually needs a sample test first |
| Faster line, new conveyor or a moved station | Change, quoted | May need new optics and repeated acceptance tests |
| A VisionMaster or operating system update | Planned change | Retested on reference samples before production use |
VisionMaster versions and updates
On 24 September 2026 HIKROBOT’s download centre listed VisionMaster V4.4.0 as the current release. A newer release is not automatically better for a running station.
Version fixed at handover
VisionMaster version, camera firmware and recipes are recorded in the handover documents.
There is a reason
A fix solves a problem you have, a replacement part needs it, or your IT policy requires it.
The station works
No update just because a release exists, and none mid-run, without a backup or through automatic operating system updates.
Back up first
Save recipes and a full backup off the station, and keep reference samples ready to retest.
Adding a new product or SKU
Each product runs on a recipe. Who does each step is written into the support plan.
Check the fit
If only the print or reference changes, a copy of an existing recipe may do.
Collect samples
Good and marked defect units of the new product.
Teach and test
Create the recipe and set limits, or retrain a deep-learning check. Run the reference samples.
Release and back up
Make it selectable from the PLC or HMI, and back it up.
Spare parts
What you receive at handover, and how to decide what to keep.
Recommended spares list
Handed over with the support plan: parts whose failure stops the check, such as a camera, a lighting unit, cables and protective windows.
Your decision
Lead times vary by model. What you keep depends on the list and what a stopped station costs.
Swapping a part
A replacement must match the recorded model; restore the backup and check on reference samples.
What your own team should do
Taught at handover and listed in the support plan.
What the handover set containsClean optics and lights
Clean windows and light covers as trained. Do not touch focus or mounts.
Run reference checks
Pass known good and defect samples at the agreed intervals, and after cleaning or changeover.
Back up recipes
Save a copy off the station after every approved change.
Keep problem images
Save images of false rejects and missed defects, with product and time.
Check the reject
Confirm that a failed test sample actually leaves the line.
Tell us about changes
Speed, product or mounting changes are easier to plan than to repair.
How to reach us
Use the contacts in your support plan first. Tell us the station, product, recipe and what changed.
Support questions
What maintenance does a machine vision station need?
Is support included when we buy a station?
Should we install a new VisionMaster version when it is released?
Can our own technicians add a new product?
Which spare parts should we keep on site?
Can a station be supported remotely?
Sources
- HIKROBOT — download centre (VisionMaster V4.4.0) (vendor page, checked 24 Sep 2026)
Describe the problem or the change
Send the station, product and what changed, with images if you have them. A person replies within two working days.