Customer Support | Endress+Hauser

How can I get in touch with an expert?

To connect with an expert, please submit the contact support form found in the Support & Service section in your My Endress+Hauser account.

How do I know which product is right for me?

You can choose the right product for your needs by using our Applicator tool. Selecting your Application Industry and Application Solution will direct you to a list of products fit for your specific application. If you are still unsure which product fits your need, get in touch with one of our experts by submitting the contact form found in the Support & Service section of your My Endress+Hauser account.

How can I find the successor product of a device that has been discontinued?

Some of our discontinued products have successors to give you the most up-to-date measurement data. If a successor is available for the phased-out product you are looking for, you can find it after placing the root code of the phase-out in the search bar.

How can I find a spare part?

There are a few different options for finding spare parts: Spare parts can be found in a few different ways: Follow the steps below to find a spare part.
1) Open Spare Parts Finder. Here you can check which spare parts are available for a product and which products offer spare parts.
2) Copy and paste the spare part number in the Product Finder search bar.
3) Click on your Cart. Copy and paste the spare part number into the “Add products to your cart” search bar.
4) Click the ‘spare part’ function after you have selected and configured your product.

How can I break down an order code?

Have an Endress+Hauser Level device? Unsure how it has been configured? Want to know if it is still available to order? Use our order code interpreter to check its status and whether it is fit for your application. Enter the order code found on the nameplate of the device to get started.
Order Code Interpreter can be used with any Endress+Hauser instrument bearing a nameplate.

My device displays an error code. How can I troubleshoot it myself?

Your Promag 50 displays the error code F321. You know there’s an error in the coil circuit but don’t know how to resolve the issue. What should you do?
Log into the My Endress+Hauser Knowledge Base. Here you can describe your issue in the main search bar and find the appropriate article.
Endress+Hauser technical Knowledge Base features over 4,000 articles on:
- Device installation, connection and settings
- Device troubleshooting
- Commissioning, maintenance and device calibration
- Application-related information

How can I reset a Bluetooth password on SmartBlue App? 

Follow the steps below to reset your password:

1. Open the Endress+Hauser SmartBlue app. 
2. Choose the device you want to connect to. 
3. Click "Forgot password?" 
4. Fill out the fields on the ‘Recover password’ screen and click OK.  
Please note every item is case sensitive. 
4.1 Recovery code: 
a. FFor FMR5x, FMR6x, FMP5x, FTL51B/6x (switch electronic):
= ID of the Bluetooth module backwards (case sensitive)
b. For FMR10/20, FMR6xB, FMG50, FTL51B/6x (HART), FTL6xB, TMT7x, TMT142B, CM82, PMx5xB, PMx7xB, Picomag, Proline 10, Promag 800:
= serial number backwards
4.2 User name: admin 
4.3 New password: choose your new password. 
4.4 Confirm new password: repeat the new password for confirmation. 
5. The Connection to Device screen will state "Success" if the password recovery was successful. 
6. After clicking OK, you will be disconnected and asked to log into the device with the new password. 

Warning: Do not attempt to use the username recovery. This will result in the loss of the display module of the device which will be irreparable. 

If you need further support with resetting a Bluetooth password on the SmartBlue App, check the Endress+Hauser Knowledge Base or open a new support request via My Endress+Hause. 

How do I download DeviceCare on my computer? 

1.  Go to the Endress + Hauser Software Portal

2. Log in with your My Endress+Hauser portal credentials or register with a new account. If you create a new account, you will receive an account verification email.  Once your account is verified, you are logged in to the Software Portal. 

3. In the Software Portal click on "Device Configuration Software & Device Driver”. Select DeviceCare SFE100 – v1.xx.xx and DeviceDTM library – v3.xx.xx, then click the "Request Download" button.

The software portal will send you an email with a link to download the requested software. (Note: for users working with Prosonic, Micropilot, Levelflex level transmitters, we also recommend downloading "Envelope Curve Viewer" for offline viewing of recorded/saved envelope curves). 

4. Open the link in the email. This will open a new tab in your default web browser. Click on each of the listed files to begin the download process. Please allow all downloads to finish loading before opening any of the files. 

5. Once the download is complete, locate the files in your Downloads folder to proceed with the installation. 

Want to learn more about installation and activation of DeviceCare? Log in to My Endress+Hauser and access the dedicated knowledge article on this software.

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Endnotes

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