Need a DDF file for the Tripp Lite WEBCARDLX Struxureware v7.2.2

DCIM_Support · ‎2020-07-04

This question was originally posted on DCIM Support by David Z on 2018-03-30

Hi,

I made a device request last week and still have not heard back.

I need a DDF file for Struxureware v7.2.2 and the Tripp Lite WEBCARDLX.

Calling support led to the suggestion that posting here would help me get a response.

Can someone provide the DDF file for the Tripp Lite WEBCARDLX?

DCIM_Support · ‎2020-07-04

This answer was originally posted on DCIM Support by spezialist on 2018-03-30

Dear David Z,

I think you did not need to make a device request, since your 3rd party equipment is already supported by DCE software. All you need to do is go to Device Support, find your equipment there and click on the I WANT IT TOO button:

And within one business day you will be sent a web-link to download the corresponding DDF-file with the instruction.

I hope this is what you need.

If you have any further questions, please ask.

With respect.

See Answer In Context

DCIM_Support · ‎2020-07-04

This answer was originally posted on DCIM Support by spezialist on 2018-03-30

Dear David Z,

I think you did not need to make a device request, since your 3rd party equipment is already supported by DCE software. All you need to do is go to Device Support, find your equipment there and click on the I WANT IT TOO button:

And within one business day you will be sent a web-link to download the corresponding DDF-file with the instruction.

I hope this is what you need.

If you have any further questions, please ask.

With respect.

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by David Z on 2018-03-30

Thanks for the reply.

I believe that is what I did. I no longer see either option listed (because I already made the request I assume?).

On the phone support suggested I did the right thing, but if there is something else that needs to be done, let me know.

Also, for some additional context: I know the device is already supported. There are issues with how some of the data is being displayed in Struxureware, so we need the DDF.

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by David Z on 2018-03-30

I.e. I think "I WANT IT TO" was the only button listed and that's what I clicked when I made what I referred to as a device request.

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by spezialist on 2018-03-30

Dear David Z,

I believe that is what I did. I no longer see either option listed (because I already made the request I assume?).

This is true, it should be so.

On the phone support suggested I did the right thing, but if there is something else that needs to be done, let me know.

You did the right thing, and you only need to wait, as requests are processed only on business days.

With respect.

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by David Z on 2018-03-30

Thanks for the reply.

The request is a week old now.

Is this normal for a DDF that is already created?
What can be done to expedite this?

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by David Z on 2018-03-30

spezialist

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by spezialist on 2018-03-30

Dear David Z,

Is this normal for a DDF that is already created?
What can be done to expedite this?

Of course this is not normal: I for example have a similar situation and I wait for the requested three DDF-files for Caterpillar from March 18.

Therefore, as soon as the Easter holidays are over, on the following Monday or Tuesday I will again make a request on this matter to the technical support. I recommend the same to you.

With respect.

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by David Z on 2018-03-30

Thank you spezialist.
Do you know exactly who I should call? Calling 877 908 2688 has just led to me getting deferred here so far.
If that is the only number, I can just call that and ask for it to be escalated.

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by spezialist on 2018-03-30

Dear David Z,

I think it's enough that you created this topic. Hence, the Schneider Electric support team has already turned its attention to it and is probably already engaged in solving this problem.

Delay is possible only in that now is the time of the Easter holidays, and we must wait for them to end next week.

With respect.

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by Glenn Martin on 2018-04-04

Hi David,

I have responded to your ticket. Check your inbox.

Apologies for the delay. Due to a recent reorg, most of the engineers that normally respond to these tickets have been reassigned. We are working to resolve these issues as quickly as possible.

Regards,

Glenn Martin

DCIM_Support · ‎2020-07-04

This comment was originally posted on DCIM Support by David Z on 2018-04-04

Hi Glenn Martin,
Thank you for the reply. I just responded to you. We can pick up our conversation there.

I will mark this question as answered since what spezialist described is what future readers should do, at least to begin with. It happened to be what I already did, but is still the right place to start.

DCIM_Support · ‎2020-07-04

This question is closed for comments. You're welcome to start a new topic if you have further comments on this issue.