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Getting help and support for Industrial Edge

If you are working with Industrial Edge, there are several ways to get support depending on the nature of your request.

Support channels

The fastest way to get help is through our public forum, where both Siemens experts and the Industrial Edge community provide guidance and answers.

Ideal for general questions, troubleshooting tips, and peer-to-peer support.

NOTICE

Community forums do not guarantee a resolution, but they are quick and often helpful for common issues.

Official support process

For official, trackable support, especially for issues affecting production systems, use the formal support channels of Siemens.

Aftersales support

For issues that should work but don’t, such as system failures or bugs, submit a formal support request via SiePortal.

Typical issues include:

  • Industrial Edge Device (IED) onboarding failures
  • Industrial Edge Management (IEM) not starting
  • App update or firmware failures

Procedure

  1. Visit the Technical Support Website.
  2. Log in with your Siemens account.
  3. Locate and select the affected Industrial Edge component.
  4. Submit your issue with all relevant details (see below).

Information required for support requests

To ensure a fast and efficient resolution, please include the following:

Mandatory details

  • Language: All support requests must be written in English.
  • Correct product selection: Choose the product/component relevant to your issue in the SiePortal project tree.

Required log files

  • [IEM App logs] – Available in the Settings tab of the Edge Management Admin view
  • IEM Virtual logs - Accessible via the Service & Maintenance UI
  • Industrial Edge Device report - Includes version and configuration details of the IED
  • Device Builder logs - Download logs for both administrative and debugging tasks
  • App logs - From the Apps view on the Industrial Edge Device

Additional technical information

  • IEM type: Indicate whether it is IEM Cloud, IEM Pro, or IEM Virtual
  • Network infrastructure: Specify proxy, firewall, or other relevant setup
  • Other components: Note any other integrated or connected systems

Alternative information (if logs are unavailable)

  • IEM App version
  • IP-based or DNS-based IEM deployment
  • IED Type (e.g., IPC227E, Unified Comfort Panel)
  • IERT (Industrial Edge Runtime) version
  • List of installed apps and their versions

Optional but helpful

  • Screenshots of error messages or unusual behavior
  • Device or application configurations to help replicate the issue (e.g., test setups or backup files like IIH application configurations)

Refer to this guide for detailed instructions on collecting logs and backup files.

If you need additional guidance, start a conversation in the Industrial Edge Community Forum or contact your local Siemens representative.