Atlas Service Software

Frequently Asked Questions (FAQ)

Table of Contents
1 License
1.1 How do I purchase a license?
1.2 Can I use the same license on several computers?
1.3 Can we have several users on the same license?
1.4 How does the license work?
1.5 For how long is my license valid?
1.6 What happens if I do not activate my license directly?
1.7 How do I activate my license?
1.8 How can I recover my existing license?
1.9 How do I transfer my license to another computer?
1.10 How do I renew my license?
1.11 What happens if I do not renew my license?
1.12 If my license has expired, how do I get a new one?
2 Login.
2.1 How do I get a Trimble Identity login?
2.2 My login stopped working. What do I do now?
2.3 How can I login as another user?
3 Installation
3.1 Where can I find the Atlas installer?
3.2 How do I install the Atlas software?
3.3 Do I need a dongle?
3.4 What are the system requirements?
3.5 Are external programs loaded during the Atlas software install?
3.6 Does Atlas automatically locate the external program?
4 Operation
4.1 Where in Atlas software do I setup my baselines?
4.2 Do I need to manually enter my baselines in Atlas?
4.3 Can I work with a service case on another computer?
4.4 Can I put a service case on hold and continue later?
 4.5 Can I reopen a completed service case?
4.6 What do the colors in the check boxes mean?
4.7 Why can I not access and read the service bulletins and service manuals?
4.8 I have repaired a product but I do not get the option to generate a calibration
certificate when I complete the service case?
4.9 The customer lost the calibration certificate for his product and would like to get
a copy. Where do I find the calibration certificate?
4.10 The customer has received his product and is now asking for a calibration
certificate. Can I generate a calibration certificate afterwards?
4.11 How can I open a service case when auto-detect is not working?
4.12 Why do I see a "Configure operation" when I right-click on the execution icon
for some of the operations in ATLAS Tasklist, but not for others? What happens if I
click on it and change the Local Operation Path?
4.13 Where can I find the part number of a product if ATLAS cannot identify it?
4.14 Can I repair a product in ATLAS if it is not registered in MTP?
5 DWCR
5.1 Who can submit a DWCR?
5.2 What happens when I click on submit?
5.3 Where can I see the status of my DWCR?
5.4 When can I submit a DWCR?
5.5 Can I submit a DWCR when a service case is completed?
5.6 Why do I get a “Repair Time” error?
6 Calibration Certificate and Service Report
6.1 What information is shown in the Service Report?
6.2 Can I access the Service Report once the service case has been completed?
6.3 Can I generate a Calibration Certificate or a Service Report in Excel format?
6.4 Can I print my company logo on the Calibration Certificate and on the Service
Report?
6.5 How do I add my company logo to the Calibration Certificate and to the Service
Report?
7 Offline mode
7.1 What is offline mode?
7.2 How do I know if ATLAS is in offline mode?
7.3 What can I do when ATLAS is in offline mode?
7.4 What are the limitations to the offline mode?
7.5 How long can I work in offline mode?

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 7.6 What happens when ATLAS is connected to the Internet again?
8 Update
8.1 How often can I update Atlas?
8.2 Where can I find the latest version of Atlas?
9 Dashboard
9.1 How do I access and use the dashboard?
9.2 What are the different views?
9.3 How can I export the data?
9.4 Can I specify which columns I want to see?
9.5 Is there a way to filter the data?
9.6 How do I assign cases to other technicians?
9.7 What is eAtlas?

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1 License
1.1 How do I purchase a license?
A: You can purchase your license (GS-ATLASLICENSE) from service parts
iStore. When your order has been processed in our systems, you will receive
an email with a license code and a link to the installer.

1.2 Can I use the same license on several computers?

A: No. The license is only valid for one computer.

1.3 Can we have several users on the same license?

A: Yes, but only one user can be logged in at the same time.

1.4 How does the license work?

A: The license:
● Allows Atlas to be installed on the computer.
● Installs the service software for the products the service provider is
authorized and trained to repair.
● Allows all users (technicians) with Trimble Identity credentials to use
Atlas on the computer where the license and Atlas software is installed.

1.5 For how long is my license valid?

A: The license is valid for one year. The user is notified 30 days before the
license expires to renew the license for an additional year.

1.6 What happens if I do not activate my license directly?

A: The license is valid for 12 months from the invoice date. If it is not
activated within this time, it will expire.

1.7 How do I activate my license?

A: To activate your license:
1. Start the installation.
2. When “Manage Trimble Atlas Licensing” starts, enter “Email ID” and
“Password” (same as Trimble Identity email and password).

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 3. The window “Enter Activation Code” will popup. Enter the new
license and click the “Activate” button

4. The license is activated and the installation continues.

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1.8 How can I recover my existing license?
A: If the machine name is the same as when the license was originally
activated, Atlas will automatically recover the license that was activated on
the machine.

If for some reason the machine name has changed the user will need to
perform a transfer license function covered in section 1.9

1.9 How do I transfer my license to another computer?

A: To transfer your license to another computer:
1. Start ATLAS installation from the new computer (destination
computer).
2. When “Manage Trimble Atlas Licensing” enter your user credentials.
3. Click the “My Activated Licenses” link. An email will be sent to the
user who has logged in

4. The license will be emailed to you. Enter the license and you will
receive a message asking whether you want to pull the license from the
old machine name. Once you confirm yes, the license will be pulled to
the new machine name.

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1.10 How do I renew my license?
A: To renew your license:
1. Purchase a license (GS-ATLASLICENSE) from service parts iStore.
2. You will receive an email with a license code.
3. Open “Manage Trimble Atlas Licensing” from the program menu. If your
computer has a valid license, the “Renew License” option is displayed.
4. Enter the new activation code and select “Renew License”.

1.11 What happens if I do not renew my license?

A: After the expiration date the license will be turned off and it will not be
possible to use Atlas.

1.12 If my license has expired, how do I get a new one?

A: If your license has expired you need to purchase a new license.

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2 Login.
2.1 How do I get a Trimble Identity login?
A: You can go to [Link] and create a new account

2.2 My login stopped working. What do I do now?

A: Verify that you have entered the correct username and password. If you
have forgotten your password you can reset your password at
[Link]

2.3 How can I login as another user?

A: If previous user has checked the “Remember me” option, you will need to
log out from ATLAS and then enter your Email ID and password.

3 Installation
3.1 Where can I find the Atlas installer?
A: When you apply for a license you will receive an email confirmation
containing the activation code and installer link.
If you already have ATLAS installed on your computer, you can find the
latest version of ATLAS on Trimble Partner in the folder: “Service/Service
Downloads/Atlas Service Downloads”. To launch the installer click on “Atlas
– Download”.

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3.2 How do I install the Atlas software?
A: To install the Atlas software:
1. When you apply for a license you will receive an email confirmation
containing the activation code and installer link.
2. Click on the link and download the installer, [Link]. Run the
[Link] file and follow the instructions.
3. You will be prompted to enter the activation code you received in the
confirmation email during the installation.

3.3 Do I need a dongle?

A: No. Atlas does not use a dongle.

3.4 What are the system requirements?

A: See the Atlas Quick Guide available on eAtlas under the General Service
documentation.

3.5 Are external programs loaded during the Atlas software

install?
A: No, the external programs must be individually installed onto your PC's
hard drive.

3.6 Does Atlas automatically locate the external program?

A: The first time you run the external program from Atlas you must browse
for the appropriate program location. Once it is set, you will not have to set
the location again.

4 Operation
4.1 Where in Atlas software do I setup my baselines?
A: Select Settings and click on “Launch BaseLine” to setup your baseline
information.

4.2 Do I need to manually enter my baselines in Atlas?

A: If you have set up your baselines in PASS you can copy the "[Link]"
file from "C:\ProgramData\Trimble\PASS"
to C:\ProgramData\Trimble\Almanac.

4.3 Can I work with a service case on another computer?

A: Yes. As long as Atlas is installed on the computer you will be able to work
and continue a service case on another computer using your login.

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4.4 Can I put a service case on hold and continue later?
A: Yes. To put a service case on hold, click “close service case”. To continue
working on the closed service case, select My Service Cases and select the
service case you want to continue to work on from the table. It is also possible
to automatically or manually detect the product and select open service case.

4.5 Can I reopen a completed service case?

A: No. You will need to start a new service case.

4.6 What do the colors in the check boxes mean?

A: The color meanings are:
● Green = The test passed successfully
● Red = The test failed
● Blue = The test or operation has been performed, but the performed test or
operation does not deliver any pass or fail result.

4.7 Why can I not access and read the service bulletins and
service manuals?
A: To be able to access and read the service bulletins and service manuals
from the Atlas service software, Adobe® Acrobat® Reader needs to be
installed. Atlas does not support any other pdf reader.

4.8 I have repaired a product but I do not get the option to

generate a calibration certificate when I complete the
service case?
A: A calibration certificate can be generated from ATLAS for Total Stations.
In addition, to be able to generate a calibration certificate you must have
performed all calibration operations successfully.

4.9 The customer lost the calibration certificate for his

product and would like to get a copy. Where do I find the
calibration certificate?
A: The calibration certificate is saved in the service case as an attachment.

4.10 The customer has received his product and is now

asking for a calibration certificate. Can I generate a
calibration certificate afterwards?
A: Yes, you can do that. To do that, you open the service case from the
service case history. If all calibration operations were performed successfully
you get the option to generate a calibration certificate. However, the
certificate will not be saved as an attachment in the service case.

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4.11 How can I open a service case when auto-detect is not
working?
A: You can enter the serial number or service case number manually and
select “Get Details”.

4.12 Why do I see a "Configure operation" when I right-click

on the execution icon for some of the operations in
ATLAS Tasklist, but not for others? What happens if I
click on it and change the Local Operation Path?
A: Some manual operations make use of a website or software utilities (test
applications, configuration software etc.) that are separate from ATLAS.
ATLAS has a recommended (default) links to the executable / webpage. It is
possible to change the link for a certain operation in case you have made your
own installation on a different path by selecting "Configure Operation" and
entering your local path. After changing the path, verify that the website or
software utility launches properly. You can reset the path by clicking "Reset
Default".

4.13 Where can I find the part number of a product if ATLAS

cannot identify it?
A: If ATLAS cannot identify the part number of a serial number at the
detection, a message will be displayed asking the technician to "Enter the
Product Number". If you do not know the Product Part Number, please look in
MTP for a part number in the same serial number range.

4.14 Can I repair a product in ATLAS if it is not registered in

MTP?
A: Yes, a product which is not registered in MTP can be repaired in ATLAS.
However, a Warranty Claim can only be submitted when the registration has
been approved in MTP.

5 DWCR
5.1 Who can submit a DWCR?
A: An authorized technician can submit a warranty claim for a product repair
covered under Trimble warranty.

5.2 What happens when I click on submit?

A: The claim is sent to Trimble’s CRM system and will be processed by
Trimble’s administration team.
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5.3 Where can I see the status of my DWCR?
A: You can view the status of the claim through the portal. You can search
by either case number or serial number.

5.4 When can I submit a DWCR?

A: The product must be covered under a Trimble warranty and registered in
MTP.

5.5 Can I submit a DWCR when a service case is

completed?
A: No, you can only submit a DWCR when performing a Service Case,
before the Service Case has been completed.

5.6 Why do I get a “Repair Time” error?

A: The time entered exceeds the time allowed for the repair of the product.
You can still submit the claim and it will be reviewed by the administration
team.

6 Calibration Certificate and Service Report

6.1 What information is shown in the Service Report?
A: The Service Report shows actions performed in the task list: service
bulletins applied, service parts replaced and operations performed. It is
possible to edit the contents of the service report before generating it.

6.2 Can I access the Service Report once the service case
has been completed?
A: Yes, the Service Report is available as an attachment in the service case. It
can also be generated later.

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6.3 Can I generate a Calibration Certificate or a Service
Report in Excel format?
A: Yes. To generate documents in Excel format:
1. Open the drop down menu of the “Export” function.

2. Choose “Excel” format.

The Calibration Certificate or Service Report will be exported as an Excel
document.
The same procedure can be used to export the documents in PDF or Word
format.

6.4 Can I print my company logo on the Calibration

Certificate and on the Service Report?
A: Yes, you can print your company logo on the Calibration Certificate and
on the Service Report. Your company logo will be placed on the top left of the
certificate or the report.

6.5 How do I add my company logo to the Calibration

Certificate and to the Service Report?
A: To add your company logo to the Calibration Certificate and the Service
report:
1. Open the “Settings” panel.
2. Browse to the location of your logo by clicking on the “Browse”
button.

3. Click “Save” to save the settings.

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7 Offline mode
7.1 What is offline mode?
A: Offline mode is when the connection to the Internet is not available.
ATLAS needs the Internet connection to retrieve the warranty status of a
product and other functions. When the connection to the Internet is not
available, ATLAS functionality is impacted.

7.2 How do I know if ATLAS is in offline mode?

A: The network icon on the top right of ATLAS screen shows “OFF” and is
red as shown below:

7.3 What can I do when ATLAS is in offline mode?

A: You can do the following when ATLAS is in offline mode:
- Open and login in ATLAS.
- Open a service case from “My Service Cases” list.
- Add Service Operations, TroubleShooting Operations, Predefined
Operations, Service Bulletins and Service Parts to the task list.
- Run operations from the task list.
- Add Attachments to the Service Case.
- Open the Service Manual
- Save the Service Case.
Note: The Service Case will be saved on your local computer only.

7.4 What are the limitations to the offline mode?

A: When ATLAS is in Offline mode you are NOT able to:
- Detect a product.
- Create a new Service Case.
- View a Service Bulletin.
- View the Service Case History.
- Complete a Service Case.
- Submit a Warranty Claim.
- Generate a Service Report
- Generate a Calibration Report.
- View Atlas FAQ and Atlas Quick Guide.
- Use applications, or run service operations that make use of applications
that require internet access.
Examples of such applications are WebBorker, Trimble Installation
Manager and download sites such as Partners.

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7.5 How long can I work in offline mode?
A: You can work in offline mode for 72 hours. After 72 hours ATLAS needs
you to login in online mode to ensure your ATLAS license is still active.

7.6 What happens when ATLAS is connected to the Internet

again?
A: When ATLAS is connected back to the Internet, it goes in Online mode
and the Service Cases information is uploaded to the ATLAS database within
the next 5 minutes.
You can also get the upload to the ATLAS database done immediately by
clicking on the sync button below.

8 Update
8.1 How often can I update Atlas?
A: With a valid license Atlas can be updated when needed.

8.2 Where can I find the latest version of Atlas?

A: You can find the latest version of ATLAS on Trimble Partner in the
folder: “Service/Service Downloads/Atlas Service Downloads”. To launch the
installer click on “Atlas – Download”.

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9 Dashboard
9.1 How do I access and use the dashboard?

A: The dashboard can be accessed from the left side under the dashboard icon

If you have a team member who would like access to the dashboard but they
do not directly use Atlas, we have a web platform that can be accessed at
[Link] user can login with their Trimble Identity credentials

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9.2 What are the different views?
A:There are currently 4 different views:
● My Open Cases will show your current open cases
● Team Open Cases will show the current open cases for you and your
team
● My Closed Cases is a lookup view to perform a search on your closed
cases
● Team Closed Cases will show the cases you and your team have
completed over the specified date range. You can change the date range
clicking on the calendar from these views:

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9.3 How can I export the data?
A: When you are on a specified view you can click the export button and
export to a .csv or .pdf report. For example; you can report you teams closed
cases over a specified period of time which will show valuable information
related to the product lines repaired, repair time, parts used, and which
technician performed the repair.

Note: Exporting certain types of script requires that language pack to be

installed in Microsoft office and opening the file in Excel.

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9.4 Can I specify which columns I want to see?
A: You can specify which columns you want to export by clicking the column
icon:

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9.5 Is there a way to filter the data?
A: The views have a dynamic filter tool. When you type in a filter by text you
can select what column you want to apply it to.

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9.6 How do I assign cases to other technicians?
A:This can be done from either open cases view. There is a box to select the
case on the left side. Once you select the case you can click the “Assign To”
button on the right side.

A box will pop up so you can select the technician you want to assign the case
to:

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 9.7 What is eAtlas?
A: eAtlas is the web platform that stores a wide availability of data and
service documentation. Any case data that is displayed in the Atlas desktop
application is visible to the whole dealership on [Link]
Any contact within the dealership can access eAtlas with their Trimble
Identity credentials.

eAtlas displays:
● All service case activity for your team
● Service Manuals
● Service Bulletins
● Notifications of new bulletins
● License expirations
● Training Authorizations

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