> For the complete documentation index, see [llms.txt](https://captic-2.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://captic-2.gitbook.io/docs/help.md).

# Help & Support

Get help from the Captic team, fix common issues yourself, and plan for spare parts.

We want your Captic system running smoothly, and we're quick to help when it isn't. Here's how to get the fastest answer.

## Contact us

|                         |                                                                       |
| ----------------------- | --------------------------------------------------------------------- |
| **Support**             | <support@captic.com>. We reply within one working day.                |
| **Security**            | <security@captic.com> for security questions or reports.              |
| **Captic Cloud access** | Email <support@captic.com> with the email addresses that need access. |

{% hint style="success" %}
**Get an answer faster.** When you email us, include:

* the **serial number** from the device sticker
* the **product** (for example Bag Depalletizer or Seam Inspection)
* **what you see**, ideally with a screenshot of **Details > System** or **Details > Vision**
* **what changed** recently, such as a new product, a moved camera or new network settings
  {% endhint %}

With your permission, we can often connect to your device remotely to diagnose the problem, so you don't have to wait for a site visit.

## Fix it yourself

Many issues can be solved in a few minutes. Start with the troubleshooting page for your product:

* [Bag Depalletizer troubleshooting](/docs/depalletizing/troubleshooting.md)
* [Seam Inspection troubleshooting](/docs/stich-and-label-check-for-bags-coming-soon/troubleshooting.md)

These issues can affect any Captic product:

<details>

<summary>The Product UI doesn't load</summary>

Check that your computer is on the same network as the device and that you use port 3000: `http://[serial-number].local:3000`. If the `.local` address doesn't resolve on your network, use the device's IP address instead. See [User Interfaces](/docs/overview/hands-on/user-interfaces.md).

</details>

<details>

<summary>A module in Details > System is red or stuck</summary>

Press **Restart** on that module. If it doesn't turn green after a restart, email us with a screenshot of the page.

</details>

<details>

<summary>The network check in Details > Networking fails</summary>

This is almost always a firewall rule. Compare your firewall with the list in [Network & Security](/docs/overview/good-to-know/security/security.md).

</details>

## Spare parts and lead times

**Replacement parts.** We use industrial-grade components that stay available for years, and we can supply replacements when you need them.

**Lead times.** Hardware takes about 3 weeks on average to arrive.

**Critical lines.** If your Captic system is critical to production, we recommend keeping spare parts on site, so a hardware issue never has to wait on delivery.