Support

Getting help with CNC Explorer

Frequently Asked Questions

I cannot connect to my MTConnect agent.

Open the agent URL (for example http://192.168.1.20:5000/probe) in a browser on the same Mac first. If it does not load there, the problem is the network, a firewall or the agent, not the app. Enter the full URL including the port. If the agent serves several devices, you can name one in the optional Device field.

Only some values update live.

The free version streams 10 MTConnect items live. The rest are read once when you press Refresh. Pro streams all items.

The FANUC connection times out.

The controller needs its Ethernet function enabled and a reachable IP address. CNC Explorer uses TCP port 8193 by default, which must be open between your Mac and the controller. Raise the timeout if the network is slow. The FANUC path is a Beta that has never been run against a real controller, so please send us the controller model and the communication log if it fails.

Is it safe to use on a production machine?

The client reads. The only write is the macro variable write, which asks you to confirm and is a Pro feature. Because the FANUC path is a Beta, start read-only, and test any write against the built-in CNC simulator first.

How do I test without a machine?

Switch Mode to Simulator (Pro). Start the MTConnect agent simulator or the CNC simulator, then connect the client to it on 127.0.0.1 with the default ports (agent 5000, SHDR adapter 7878, CNC 8193).

My licence key does not work.

Enter the full key as sent, including the dashes (it starts with VOLTRUS-CNC). The first activation needs an internet connection so the app can validate the key; afterwards the app works offline. One key activates one Mac. To use it on a new Mac, enter it there and choose to move the licence, or remove the key from the old Mac first. If it still fails, contact support below.

The app does not open.

CNC Explorer needs macOS 13 (Ventura) or later. The download is signed and notarized by Apple. If macOS still shows a warning, right-click the app, choose Open, then confirm once.

Contact Support

Email

For bug reports, controller reports, licence issues, or general questions.

[email protected]

Please include:

  • CNC Explorer version
  • macOS version and Mac model (Intel or Apple Silicon)
  • MTConnect agent name and version, or FANUC controller series and model
  • What the communication log shows
  • Steps to reproduce the issue

Response Time

We reply within two business days. A full fix for a complex issue may take longer.

Refund Policy

Direct purchases (card via Polar): Contact us at the email above within 14 days of purchase for a full refund. Full details: Refund Policy.

FANUC and FOCAS are trademarks of FANUC Corporation. MTConnect is a trademark of AMT, The Association For Manufacturing Technology. Voltrus is not affiliated with either.