Providing digital manufacturing solutions for the Northwest

Mastercam Support Overview

MCAM Northwest, Inc. Technical Support Policies & Overview

It is our goal to consistently provide the highest level of service and support to each of our valued customers. By following our Support Steps below, you can be assured that your issue will be resolved as quickly and correctly as possible, and will continue to help us reduce response time for technical support issues. 

Please Utilize our Support Steps in the Following Order:

1) Documentation: Please read the Installation Guide, the Transition Guide (if migrating from an earlier version) and the Getting Started Guide for the current version. These documents are very helpful for the installation, set-up and familiarization of your Mastercam system. They are accessible from the Help Menu within Mastercam, or located in the Documentation Folder, found by following the data path on a computer with Mastercam installed: My PC / C: Drive / Program Files / mcamx9 / documentation. 

2) Mastercam Help: Mastercam has a built-in Help System that is a great resource. Use the keys "Alt+h" to access the help system. This help system will index itself to the specific topics relating to your location within the software. This makes finding help very quick and easy to use.

3) Streamingteacher: If you have an active subscription, many questions are answered within the content on www.streamingteacher.com. Use the search function to see videos on particular topics.

4) E-mail: Send .MCX or Z2G (Zip 2 Go) files to support@mcamnw.com. Z2G (Zip 2 Go) files are preferred because they give us more information about your machine and control definitions, libraries and system information. Make sure that your e-mail explains the problem completely, includes your SIM #, name, company name and the version of Mastercam that you are running. If your email is in regards to an existing technical support case, please include the Ticket Number assigned to your case in the subject line.

5) Phone: Call us at (503) 653-5332, from 8am to 5pm PST Monday through Friday. Support calls are answered in the order received. If no one is available for immediate assistance you will be forwarded to the tech support voicemail. If your call is related to an existing service ticket, please be sure to include the ticket number in the voicemail to help us expedite your call. 

*Note: Mastercam System Down Errors take precedence over other support.
If you are in need of urgent assistance (i.e. Mastercam system is down), please let the receptionist know with your initial call.


Mastercam Support Policies

2017 - CURRENT VERSION: Supported / Priority Support for Maintenance Customers

X9 - PREV. VERSION: Supported1 / Updatable / Media Downloads if Previouly Licensed

X8 - PREV. VERSION: Supported1 / Updatable / Media Downloads if Previouly Licensed

X7TWILIGHT: Not Supported / Updatable / Media Downloads if Previously Licensed

X6 - DUSK: Not Supported / Updatable / Media Downloads if Previously Licensed

X5 - SUNSET: Not Supported / Not Updatable2 / Media Downloads if Previously Licensed

X4 - SUNSET: Not Supported / Not Updatable2 / Media Downloads if Previously Licensed

X3 - SUNSET: Not Supported / Not Updatable2 / Media Downloads if Previously Licensed

X2 - SUNSET: Not Supported / Not Updatable2 / No Media Replacement

X   - SUNSET: Not Supported / Not Updatable2 / No Media Replacement

v9 - SUNSET: Not Supported / Not Updatable2 / No Media Replacement

v8 - SUNSET: Not Supported / Not Updatable2 / No Media Replacement

v7 - SUNSET: Not Supported / Not Updatable2 / No Media Replacement

v6 - SUNSET: Not Supported / Not Updatable2 / No Media Replacement

v5 - SUNSET: Not Supported / Not Updatable2 / No Media Replacement

v4 - SUNSET: Not Supported / Not Updatable2 / No Media Replacement

v3 - SUNSET: Not Supported / Not Updatable2 / No Media Replacement

v2 - SUNSET: Not Supported / Not Updatable2 / No Media Replacement

1Supported for maintenance customers for a 90 day period from current version release date. For non-maintenance customers, support is limited to installation and hasp setup questions, and response time is determined by availability.

2Special update promotions are occasionally available. Please contact us for more information.

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