Mastercam Support
Camcut provides comprehensive support services for Mastercam software users. Our experts assist with questions related to software installation, use, and troubleshooting.
Because complex machining programs and settings can often be difficult to explain over the phone, the most effective way to get help is to submit a support request by email. This allows our expert to review the issue directly in the software file and provide a precise response.
Submitting a Mastercam Support Request
Send your support request to mikko.vepsalainen@camcut-group.com and include the following information:
- The Mastercam file in which the issue occurs
- A brief description of the issue and the machining operation it concerns
A clear message speeds up the processing of support requests. A good subject line includes, for example, the company name, the machine tool, and the type of issue, such as:
Koneistamo Oy / Mazak Lathe / Chaining a Contour
Also include a signature and your contact information at the end of the message so that we can contact you if necessary.
Sending Files
Most email programs do not support attachments larger than 20 megabytes. If the file is too large, you can:
- Remove any unnecessary operations and geometry from the Mastercam file that are unrelated to the issue
- Send the file through a file-sharing service such as WeTransfer
Reducing the file size speeds up the support process and makes it easier to identify the issue.
Using a Mastercam Zip2Go File with Support Requests
Mastercam includes a built-in Zip2Go function that allows you to easily collect all the necessary software files into a single package. Zip2Go ensures that the support team also receives any tool libraries, machine files, and settings related to the issue.
When you create a Zip2Go file and attach it to your support request, our experts can analyze the situation accurately and resolve the issue more quickly.
Read the step-by-step instructions for creating a Zip2Go package here: Using Mastercam Zip2Go
Videos and Screen Recording
In some situations, demonstrating the issue in a video is the best way to convey the necessary information. In Windows, you can easily record your screen:
- Press Windows + G to open the Game Bar
- Start recording by pressing the record button
- By default, the video is saved to C:\Users\User\Videos\Captures
Attaching a video to your support request can significantly speed up the resolution of the issue.
Handling Support Messages and Response Times
We aim to respond to support requests as quickly as possible. If the issue is urgent or has stopped production, mention this in your message—in such cases, we can transfer the request to another support representative if necessary.
Before Submitting a Mastercam Support Request
Before submitting a support request, make sure that:
- Your Mastercam hardware meets the software’s hardware requirements
- You are using the latest version of the software and its related updates
- Your graphics card drivers are up to date (check under Display adapters in the Windows Device Manager)
- You can download the latest drivers from the manufacturer’s website, for example: NVIDIA Drivers
Checking these items often resolves the most common performance- and display-related issues without requiring a separate support intervention.
Additional Instructions and Mastercam Licensing Support
If you need help activating your Mastercam licenses
You can find the license installation instructions here: License Installation Instructions
You can also find help with troubleshooting in the Mastercam instructions section of Camcut’s Support Site.
Postprocessor customization and related instructions are covered on a separate page: Mastercam postprocessor customization
