Frequently Asked Questions (FAQ)

Frequently asked questions at our HEIDENHAIN Service department

Please select your topic and question. If you can’t find what you’re looking for, please contact our Helpline.

What can I do if I forget my Filebase password?2022-07-12T21:11:13+00:00

If you can’t remember your password, then you can request it by clicking “Forgot your password?” on the login screen.

Where can I find the mounting instructions?2022-07-12T21:11:53+00:00

You can find information about our products, including mounting instructions, in “HIF” (for customers with access information) or at our Infobase. Please send any further questions to hesis-web@heidenhain.de.

Where can I find the HEIDENHAIN ID number or serial number on the device?2022-08-07T14:58:56+00:00

ID label from HEIDENHAIN

HEIDENHAIN components normally have a black ID label (often on the back). Here you’ll find the ID number and serial number, as well as the model designation. On connecting cables, the ID number is on the jacket, near the connector.

How do I find out how old my device is?2022-07-12T21:13:39+00:00

With your serial number on hand, please contact the HEIDENHAIN Service department: techsupportHC@heidenhain.com.

Repairs, replacement parts, and replacement devices
Where can I send in my device for repairs?2022-07-12T21:14:17+00:00

Please contact the customer service to setup a service return authorization (SRA): techsupportHC@heidenhain.com

After receiving the SRA, please ship the unit to our US headquarters in Schaumburg, IL:

333 East State Parkway
Schaumburg, IL 60173

How do I find out the cost of repairing my HEIDENHAIN device?2022-07-12T21:14:47+00:00

Contact the HEIDENHAIN Service department: techsupportHC@heidenhain.com

Where can I see whether my device is a serial product or whether it has been moved to the Service department?2022-07-12T21:18:01+00:00

Contact our HEIDENHAIN Service department: techsupportHC@heidenhain.com

Where can I get information about the cause of failure of my repaired device?2022-07-12T21:18:37+00:00

You can request an inspection report from the relevant customer service representative: serviceadminHC@heidenhain.com

How long will it take for my device to be repaired?2022-07-12T21:19:18+00:00

Please contact the HEIDENHAIN Service department: techsupportHC@heidenhain.com

Where should I send my defective device for a HEIDENHAIN exchange replacement?2022-07-12T21:20:44+00:00

For the HEIDENHAIN exchange service, please always send your defective devices to the address at which you requested the exchange. You can find your HEIDENHAIN regional agency here.

North American campus shipping address for defective devices as part of the exchange service:

333 East State Parkway
Schaumburg, IL 60173

Find out more about the exchange service

What should I do if the labels from the HEIDENHAIN exchange service were not included in delivery?2022-07-12T21:21:09+00:00

In this case, please note the replacement order number on your delivery receipt.

What are the shipping carriers used by HEIDENHAIN?2022-07-12T21:21:44+00:00

HEIDENHAIN uses the following shipping carriers:

  • UPS
  • FedEx
  • DHL
  • TNT
Can HEIDENHAIN use a courier service for my replacement order, including abroad?2022-08-19T13:54:35+00:00

A courier service is possible within Germany and, to a limited extent, abroad. Contact the HEIDENHAIN Service department: serviceadminHC@heidenhain.com

Can I pick up my device at HEIDENHAIN myself?2022-07-12T21:22:44+00:00

You can pick up your device at HEIDENHAIN yourself. Please inform us two hours in advance. Pickup is possible only with the order number.

Can I bring in my device for repairs and wait until it is finished?2022-07-12T21:23:18+00:00

It is generally possible to wait for a repair at the HEIDENHAIN US headquarters in Schaumburg and regional agencies. Please first get in touch with the Encoders & DRO Support team:


How do I find out if my control is still being repaired?2022-07-12T21:23:38+00:00

For questions about repairs being made to your control, please contact the HEIDENHAIN Service department:

Product warranties

What is the warranty on my HEIDENHAIN device?2023-02-19T12:31:54+00:00

Our customers have a contractual, 12-month guarantee on serial devices. In addition, HEIDENHAIN provides a 24-month performance warranty. The total performance warranty period for new serial devices is therefore 36 months.

Devices for servicing purposes
A 12-month performance warranty applies to replacement parts.

Replacement devices
A 12-month performance warranty applies to devices from our Service Exchange inventory.

After the repair, you receive a 12-month performance warranty on both the repaired part and the entire device.

How can I extend the warranty period?2022-07-12T21:25:44+00:00

In addition to an extended warranty (24 months), HEIDENHAIN also offers service agreements that increase the cost-efficiency of your investment and make repair costs plannable. We offer the following:

  • Extension of the warranty period
  • Stock-keeping

Please get in touch with your contact person in the Sales department.

Where can I find the statutory guarantee and warranty periods for my HEIDENHAIN devices?2022-07-12T21:26:09+00:00

Contact the HEIDENHAIN Service department:

CNC controls

Is it possible to view the states of the inputs/outputs on the control?2022-07-13T16:17:54+00:00

In HSCI systems, the states of various inputs and outputs can be checked via the HSCI bus diagnostics. In non-HSCI systems, the “TABLE” soft key in the PLC (password required) allows you to check the inputs and outputs.

Where can I find the documentation for my control?2022-07-27T22:18:12+00:00
  • The User’s Manuals for NC programmers/machine operators can be found under Documentation in the download area.
  • The Technical Manuals and Service Manuals for current controls (iTNC 530 and NCK controls) are in the HEIDENHAIN Filebase for authorized customers.
  • The Technical Manuals and various service documents of older controls are available to everyone for download under Documentation.
My tool changer does not work anymore. How can I retract it?2022-07-13T16:18:18+00:00

Please get in touch with your machine manufacturer. Tool changer systems are OEM-specific hardware.

How can I back up data on my control?2022-07-27T22:17:39+00:00

Different methods are possible depending on the type of control. These possibilities are described in detail in the respective User’s Manual.

Tip: search for “data backup” in the PDF document.

The remote connection to the control is not working. What can I do about it?2022-07-13T16:19:08+00:00

Please check the following:

  1. Can the machine be reached by a ping?
  2. Is option 18 enabled?
  3. Is external access activated?
  4. Are all necessary ports enabled in the firewall?
How do I establish a connection to my control?2022-07-27T22:15:59+00:00

The easiest way to establish a connection to the TNC from a directly connected PC is with TNCremo/TNCserver.

If the TNC control already has a network card (iTNC 530 or higher), then at least one IP address must be provided. Please refer to the description in the User’s Manual, because the procedure varies slightly based on the NC software.

All of the TNC controls also feature an RS-232 interface (Recommended Standard 232). But due to its very limited capabilities and speed, this interface should be used only on older models.

I want to install an indexing head on my machine. Does this work with my HEIDENHAIN control?2022-07-13T16:19:39+00:00

In order to integrate an indexing head into an already existing system, you need to contact the machine manufacturer. The machine manufacturer can provide you with detailed information about feasibility and may perform the installation.

How can I integrate my control into my corporate network?2023-02-19T12:24:10+00:00

If the LAN cable is connected to a switch/hub in the network, and if the IP address is set accordingly on the TNC, then the transmission of data to and from the TNC can be started through the use of the machine’s IP address with TNCremo, for example.

Who can help me with questions regarding the MillPlus?2022-07-13T16:20:08+00:00

The MillPlus was a control designed exclusively for DMG. For this reason, DMG is responsible for answering questions about the MillPlus.

How can I connect a network share to my control?2022-07-27T22:15:36+00:00

Depending on the type of network share and version, it can be made visible as a drive on the TNC. Because this process varies slightly based on the NC software, please refer to the User’s Manual.

How can I create a log file?2022-07-13T16:20:34+00:00
  • Press the ERR key
  • The LOG FILES soft key should now appear
  • Press the LOG FILES soft key
  • Press the SAVE SERVICE FILES soft key
My control is old, but it still works. Does HEIDENHAIN offer an upgrade to a current control?2023-02-19T12:25:43+00:00

Please contact the HEIDENHAIN NC Support & PLC Programming Support:

How can I check the control’s statuses and run times?2022-12-15T22:12:10+00:00

This can be done with the help of software for collecting operating data. HEIDENHAIN offers StateMonitor as a solution for the TNC.

Where can I obtain end-user support for implementing new functions on my machine (e.g., for the PLC)?2022-07-13T16:12:37+00:00

We recommend contacting your machine manufacturer or a qualified retrofitter.
We can happily recommend experienced companies. Please contact TNCService@heidenhain.com

What do the abbreviations AVD, CTC, ACC, PAC, MAC, and LAC stand for?2022-07-27T22:14:23+00:00

AVD: Active Vibration Damping
CTC: Cross Talk Compensation
ACC: Active Chatter Control
PAC: Position Adaptive Control
MAC: Motion Adaptive Control
LAC: Load Adaptive Control

For detailed descriptions, visit these links:

How can I create a log?2022-07-13T16:13:52+00:00

For the purpose of error diagnosis, all error messages and keystrokes are documented in a log.
A log can be created on the control via the “LOGBOOK” code number or via the ERR button → LOG FILES soft key → LOG on more current controls.
There is also the possibility of creating a log from an external PC via TNCremo: go the “Extras” menu and select “Receive log”.

How can a copy of the data carrier of a HEIDENHAIN CNC control be created using the HEIDENHAIN Clone external hard disk drive?2022-07-27T22:13:53+00:00

The Infobase provides you with full information about our products.
Search the User’s Manual for the respective ID or “Clone”.

Where can I find information about the error messages on the machine?2022-11-10T21:18:43+00:00

You can find the information in the machine manual from the machine manufacturer. Press the “ERR” and then the “HELP” key. To find more information about PLC messages in the machine manual and about NC messages, visit the following link: https://content.heidenhain.de/doku/tnc_guide/html/en/index/1242135142456/1242135142456.html

What information do I need to provide in my e-mail in order for the Service department to provide fast help for controls?2023-07-20T16:03:00+00:00

Your e-mail should ideally contain the following information:

  1. Ticket number (if known)
  2. Your corporate address
  3. Person of contact (if a phone call has taken place)
  4. Precise description of the error
  5. Servicing file (created directly after the error occurred)
  6. The control model
  7. The machine manufacturer

If needed, feel free to schedule a call with a TNC technician.

What remote maintenance options does HEIDENHAIN offer?2022-12-15T22:13:44+00:00

There are several possibilities depending on what is needed:

– TNCremo PLUS –
This allows you to display a live image of your control.
For more information, please refer to the following link:

– TeleService 
This lets you display a live image of your control and operate it.

– StateMonitor –
This gives you fundamental information about machine availability, whether a program is running, or whether an error is shown. For more information, please refer to the following link:

– SRI State Reporting Interface 
With its State Reporting Interface (SRI) software option, HEIDENHAIN offers an interface for easily making machine operating statuses available to a higher-level MES or ERP system.

In order to avoid data loss, does the control need to keep running while the buffer battery is being changed?2022-07-13T16:17:27+00:00

Newer controls (TNC 4xx or later) feature a GoldCap capacitor, which ensures that the data are buffered while the battery is being changed. However, the battery should not be removed for an extended period of time. Older controls do not have a capacitor, and their data are not saved when the control is switched off.


Where can I find the current version of my software (HEIDENHAIN DNC/TNCremo/etc.)?2022-07-27T22:11:42+00:00

You can obtain the current version in our download area.

What is the highest software version that my (old) control can run with?2022-07-13T16:23:22+00:00

The machine manufacturer enables those software versions that are suitable and tested for the given machine type. Please get in touch with the machine manufacturer about this.

Who can enable my software option?2022-07-13T16:23:50+00:00

Please contact the HEIDENHAIN TNC Support group TNCservice@heidenhain.com

Where can I find the NC software version of my machine?2022-07-13T16:24:43+00:00

The NC software version is shown when the MOD key is pressed in Manual operating mode.

I would like to install the latest NC software on my control. What do I need to do?2022-07-13T16:25:12+00:00

Please contact your machine manufacturer.

Which ports do I need to enable for StateMonitor?2023-02-19T12:37:28+00:00

For a list of the ports, please refer to the “Requirements” section in the StateMonitor user documentation.

How do I activate enhanced DNC Logging in Windows?2022-07-13T16:26:24+00:00
  1. Start the “Create HeidenhainDNC connections” program, located in %PROGRAMFILES(x86)%\HEIDENHAIN\SDK\Connections.
  2. After pressing the “DNC Logging” button, the HEIDENHAIN DNC Logging Features dialog box appears.
  3. Only the “Main objects / Basic” option is set as a default. After selecting all options, you can re-close the dialog box by pressing the “OK” button.
  4. Restart your application in order for the changes to take effect.
Does my machine have option 18?2022-07-13T16:26:54+00:00

When the MOD key is pressed in Programming/Editing mode, a list of the currently enabled machine options can be shown upon entry of the “SIK” code number.

Programming station

How can I establish a connection to my programming station?2023-02-19T12:27:45+00:00

Establishing a connection with TNCremo

It is possible to transfer data with the TNCremo program provided by HEIDENHAIN, just as on the real machine.

  1. Download the most current TNCremo version.
  2. Unpack the ZIP file (e.g., WinZip or 7-Zip).
  3. Run Setup.exe, and follow the instructions of the installation wizard.
    • After successful installation, a new TNCremo desktop icon is created.
  4. Start the TNCremo software with the newly created desktop icon.
  5. Establish a new connection via the Connection tab.
    • New configuration
  6. Enter a recognizable name for this connection (e.g., “TNC640 Prog”).
  7. Select the installed programming station to which the connection should be established.
  8. When selecting “Local programming station VirtualBox,” the IP address must be modified in the Settings tab.
    • Determine the address via the Control Panel.
  9. Connection with Connection tab: establish the connection.
    • The screen in TNCremo splits, and the TNC:\ programming station partition is displayed.
Can I run an old programming station on a current version of Windows?2022-11-10T21:16:48+00:00

This cannot be answered across the board and sometimes depends on other factors such as a graphics driver. To find out the operating systems for which the individual versions are released, see the information in the download area.

It is sometimes possible to adapt a current and therefore runnable programming station to the cycle structure of an older version, thus allowing programming errors to be reduced.

As a last option, a Windows XP computer, for example, can be used in a virtual environment in order to install the old programming station.

How can I download programs to and from the programming station?2022-07-13T16:34:00+00:00

We recommend the same procedure as on the real machine:

  1. Connection to a network drive on which all NC programs are saved, and transference via Program Management on the programming station.
  2. Use of TNCremo on this or another PC in the network.
How can I obtain the machine manufacturer functions on my programming station?2022-07-13T16:35:19+00:00

Some machine manufacturers offer an adapted programming station (digital twin) for their machines. Alternatively, the HEIDENHAIN Service department can offer to perform an adaptation. However, the full transference of all functions cannot be guaranteed.

Contact person – Service

NC Support & PLC Programming Support
+1 847 490 0351

Why is my programming station not recognized as a full version?2023-02-19T12:30:16+00:00

The software of the test version and full version is identical. It is enabled via a hardware dongle that is ordinarily built into the programming station keyboard. Whether this kind of dongle or an external dongle is connected depends on the given driver. The driver can be downloaded from our website free of charge but is dependent on the model. If you are unsure, then simply install both drivers.

If the dongle is displayed correctly in the Windows device manager and is still not recognized by the software, then this may be due to the following:

  • Incorrect software version; dongle license does not match
  • VirtualBox does not use the dongle properly → Check installation
  • Multiple programming station are running (the first one becomes the full version)
The VirtualBox programming station does not start after the installation. What can I do?2022-07-27T22:08:55+00:00
  1. Download the most recent version of the VirtualBox programming station of the TNC 640 from the download area in order to ensure that the installation file is up to date.
  2. Open the downloaded .zip file with a right-click.
  3. Navigate to the “Properties” context menu → “General” tab → Security (The file originates from a different computer. Access might be denied due to safety reasons.) → Click the “Unblock” checkbox.
  4. Unpack the .zip file, and then install the programming station. It is important that you have administrator permissions on the installation PC.

NC programming

How can I copy a tool table to my control?2022-07-27T22:07:07+00:00

If the file was created in the correct format, then it can be copied to the TNC with the extension “.a” via TNCremo or a USB drive. Once on the TNC, it can be copied from the program manager to the active Tool.t via the “Copy” function. It is also possible to “merge” the file directly into the Tool.t via TNCcmd. Both procedures are described in the User’s Manual and may vary slightly depending on the TNC.

How can I edit a tool table on my computer?2022-07-13T16:43:36+00:00

A standard editor can be used. It is important that the columns not be moved. Missing characters must be replaced by spaces (note: no tab stop).

My machining simulation mills next to the block form / component. What can I do?2022-07-13T16:44:15+00:00

With the BLANK IN WORKING SPACE soft key, the preset set in Manual operating mode can be used in the simulation.

  1. Switch to Test Run mode.
  2. Select a machining program.
  3. Press the BLANK IN WORKING SPACE soft key.
  4. Press the soft key with the machine icon.

Note: The path description to this soft key may differ on older control types. Refer to the User’s Manual of your software version as needed.

Why is the final hole of the bolt hole circle drilled twice?2023-07-20T16:02:00+00:00

This is because Cycles 220 and 221 are DEF-active and do not need to be started separately. If, however, an M99 function or CYCL CALL is programmed, then the machining cycle is run again at the same point at which Cycle 22x ends.

What does “Angle cannot be calculated” mean?2022-07-13T16:45:20+00:00

This message is output by the TNC when no suitable solution can be calculated with the entered values. This could be caused by incorrect or missing sequences (SEQ), a limited traversing range, an incorrect kinematic description, or a missing M138 function on a machine with three rotary axes.

Can I run a Siemens program on a HEIDENHAIN control?2022-07-13T16:45:46+00:00

No, in this case, even ISO programming is specific to the control. The only exceptions are programs that contain only G0 and G1, but the header must also be changed.

What postprocessor does HEIDENHAIN recommend?2022-07-13T16:46:45+00:00

The postprocessor must always be purchased from the CAM system manufacturer. Whether 2D, 3D (inclined machining), or 3D simultaneous machining is required depends on the machine, the NC software, and, of course, on the range of parts to be machined.


Where can I find the signal period of my encoder?2022-08-22T14:16:53+00:00

Our infobase will tell you everything about our products. You can search for your encoder based on your ID number or product name.

Where do I find the “line count” information on my ID label?2022-08-22T14:21:12+00:00

Line count on the ID label

The first number after the model designation is the “line count”.

Take, for example, the ERN 420 1024:

  • Model designation: ERN 420
  • Line count: 1024
What is the difference between EnDat02 and EnDat22?2023-07-03T17:07:47+00:00

The EnDat02 and EnDat22 order designations define different technical parameters that are important for the connection of an encoder. This includes the availability of incremental signals, the typical voltage supply range, the command set, and the maximum clock frequency. Among other things, the following table applies:

Incremental signalVoltage supply rangeCommand setMax. clock frequency
EnDat02With 1 VPP incremental signal3.6 V to 5.25 V


3.6 V to 14 V

Command set 2.2≤ 2 MHz  or
≤ 8 MHz  or 16 MHz
EnDat22Without incremental signal3.6 V to 5.25 V


3.6 V to 14 V

Command set 2.2≤ 8 MHz  or 16 MHz

Please refer to the interface brochure with its additional information and exceptions noted in the technical data.

For more information about EnDat, please refer to https://endat.heidenhain.com/.

What is the difference between resolution and accuracy?2022-08-22T14:16:48+00:00

Resolution is the smallest-possible measuring step. This means that, the higher the resolution, the more precisely a value can be displayed.
Measuring accuracy is the maximum value by which the encoder may deviate from the correct value.

AMO products

Can I send my AMO device to HEIDENHAIN for repair?2022-07-13T17:58:11+00:00

Please contact the Encoder & DRO Support group to setup a service return authorization (SRA): techsupportHC@heidenhain.com

After receiving the SRA, please ship the unit to our US headquarters in Schaumburg, IL:

333 East State Parkway
Schaumburg, IL 60173

Where can I order replacement devices and replacement parts from AMO?2022-07-13T17:58:39+00:00

Contact the Encoder & DRO Support group:

Where can I find mounting instructions and CAD data for AMO encoders?2022-08-19T13:57:06+00:00

Mounting instructions:
For more information, visit:

CAD data:
For more information, visit:

I’m not getting any signals from my AMO encoder. What can I do?2022-07-13T18:01:11+00:00

Encoder alignment

Please check the alignment of the scanning head relative to the scale tape.
The points must be on the same side (see image).

What do I need to send in for repairs with MHS?2022-07-13T18:01:44+00:00

Please return both scanning heads and the MHS box.
The heads are calibrated with the MHS box.
The scale tapes can remain in the machine.

Which testing device do I need for AMO devices?2022-07-13T18:02:09+00:00
  • STU-60: for the POSI 6 series with 1VPP or TTL
  • STU-20: for the POSI 5 series with 1VPP or TTL
  • ATU-2: BISS C and SSI interface
  • PWM2x: EnDat, DRIVE-CLiQ, partly 1VPP and TTL
  • PWT101: EnDat (1VPP and TTL with AMO adapter)
Where can I get a calibration chart from AMO?2022-08-19T16:13:59+00:00

Please send your request, including the relevant ID and serial number, to techsupportHC@heidenhain.com.

Signal converters

What should I do if, during an update of the EIB 7xx firmware, this notification appears: “tftp” is not recognized as an internal or external command, operable program or batch file”?2022-08-22T14:26:36+00:00

Please check whether the TFTP client has been activated:

  1. Press the Windows key + “R”.
  2. Enter “appwiz.cpl” and press enter.
  3. The “Programs and features” function appears.
  4. Click “Activate or deactivate Windows features” on the left side.
  5. A window with the available Windows features appears. Select the check mark for “TFTP client” if it has not already been selected.
  6. The TFTP Windows client is installed and is immediately available without restarting the system.
During the firmware update of my EIB 7xx, I get a “Connect request failed” message. What can I do?2022-08-22T14:26:44+00:00

A firewall might be blocking the connection setup. Try temporarily deactivating the firewall.

How can I perform a firmware update on my EIB 7xx?2022-08-22T14:27:22+00:00

The firmware of the EIB 7xx can be updated as follows:

  1. Download the current firmware.
  2. Save the update file to “C:\temp\EIB\update_633281-xx.flash”.
  3. Press the Windows key + “R”.
  4. Enter “cmd” and press enter.
  5. Enter “tftp –i put C:\temp\EIB\update_633281-xx.flash tmp\update.flash” and press enter (adjust IP address as needed).
  6. When the file has been successfully transferred, the status LED of the EIB 7xx goes out. The voltage supply must not be switched off at this time, and no TCP commands may be sent to the EIB 7xx.
  7. When the status LED is active again, the EIB 7xx can be restarted.

For more information about performing a firmware update, refer to the Firmware Update section of the User’s Manual. The current User’s Manual can be found in the “User documentation” section of the download area. Unter “Filebase: documentation”, Select the following fields in the dropdown menu:

  • Category: Evaluation units
  • Product family & software solutions: EIB
How can I check the current firmware of my EIB 7xx?2022-08-22T14:27:30+00:00

With the network setting tool on the driver CD (driver CD > EIB_7xx > windows > tools > networksettings > networksetting.exe), you can check the firmware version of the connected EIB 7xx.

Where can I find the most current firmware for my EIB 7xx?2022-08-22T14:27:36+00:00

You can find it under Evaluation Units in the download area. Select the following fields in the dropdown menu:

  • Category: Evaluation units
  • Product family & software solutions: EIB
I cannot reach my EIB 7xx with the standard IP / I cannot remember my EIB 7xx’s IP. What can I do?2022-08-22T14:29:21+00:00

If the EIB 7xx cannot be reached, then the default network settings of the EIB 7xx can be loaded by means of a reset. To do this, press and hold the reset button on the back of the device for more than ten seconds.

For more information, please refer to the section “Reset modes supported by the product” in the Operating Instructions. To do so, select the following fields in the dropdown menu under Filebase: documentation.

  • Category: Evaluation electronics
  • Product family & software solutions: EIB

Download area

Inspection and testing devices

In the ATS software, the “Connect the encoder” menu is not displayed.2022-07-13T16:49:22+00:00

Check whether the hardware is connected and switched on. Another cause may be that the hardware driver for the ATS software is not installed. Please manually install the driver.

Do I need a product key in the ATS software for my PWM 20/PWM 21?2022-07-13T16:49:46+00:00

You do not need a product key for the standard functions described in the User’s Manual.