Support Settings Overview

  • Updated

Getting Support

Before contacting customer support, it is recommended to first use the HCL Assistant available on the Hilti Construction Layout website. The HCL Assistant provides a wide range of articles and step‑by‑step guidance covering PLT and PLC workflows, features, and common questions. In many cases, the available documentation can resolve issues quickly without further assistance.

What to Do If Additional Support Is Needed

If further assistance is required, the next step is to contact local Hilti Customer Service. Each country has a dedicated support team that can be reached through the local Hilti website. The country‑specific Hilti site lists the appropriate contact details, ensuring direct support tailored to the local region.

Local customer service agents will guide the support process and determine the most effective way to assist with the reported issue.

Support Settings Tab

The Support tab within the Settings section provides tools for advanced assistance and troubleshooting.

Remote Support via TeamViewer

To access remote support, first contact local customer service.

  • A customer service agent will provide a TeamViewer session code
  • The agent will guide the setup and support process
  • Temporary remote access may be used to diagnose and resolve issues

Saving Diagnostic Data

Diagnostic data can be collected directly from the Support settings.

  • Select Save Diagnostic Data
  • A ZIP file containing log and system data is generated
  • The ZIP file should be shared with Hilti Customer Support as instructed

This information helps the support team analyze application behavior and diagnose technical issues more efficiently.

What to Prepare Before Contacting Support

To help ensure efficient and accurate assistance, it is recommended to prepare the following information before contacting Hilti Customer Support:

  • Device information
    • PLC tablet model
    • Connected layout tool (e.g. PLT model)
  • Software information
    • Hilti Construction Layout (HCL) software version
    • Tool firmware version (available in System Info settings)
  • Issue description
    • Clear description of the issue
    • When the issue occurs (startup, connection, layout, measurement, etc.)
    • Any error messages or unexpected behavior observed
  • Project context
    • Whether the issue occurs in a specific project or across multiple projects
    • Whether CAD files, control points, or cloud storage are involved
  • Diagnostic data (if requested)
    • Diagnostic data can be generated from the Support settings using Save Diagnostic Data
    • The generated ZIP file can be shared with Customer Support to assist with troubleshooting

Having this information ready helps the support team identify the issue more quickly and reduces resolution time.

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