Mastercam support
Camcut offers comprehensive support services for Mastercam software users. Our experts can assist you with software installation, usage, and troubleshooting.
Because complex machining programs and settings are often difficult to explain over the phone, the most efficient way to get help is to send your support request by email. This allows our specialist to review the issue directly from the software file and respond accurately.
Submitting a Mastercam Support Request
Send your support request to [email protected] and include the following information:
- The Mastercam file where the issue occurs
- A brief description of the issue and which machining operation it relates to
A clear message speeds up the processing of support requests. A good subject line includes, for example, your company name, the machine, and the type of issue, such as:
Koneistamo Oy / Mazak lathe / Profile chaining
Also, be sure to add your signature and contact information at the end of your message so we can reach you if necessary.
Sending Files
Most email programs do not support attachments larger than 20 megabytes. If your file is too large, you can:
- Remove unnecessary operations and geometry from the Mastercam file that are unrelated to the issue
- Send the file using a file sharing service such as WeTransfer
Reducing file size speeds up the support process and makes it easier to pinpoint the issue.
Using the Mastercam Zip2Go File in Support Requests
Mastercam has a built-in Zip2Go feature that helps you easily bundle all the necessary program files into one package. Zip2Go ensures that support also receives any related tool libraries, machine files, and settings that might be relevant to the issue.
When you create a Zip2Go file and attach it to your support request, our specialists can analyze your situation thoroughly and resolve the issue more quickly.
You can find step-by-step instructions for creating a Zip2Go package here: Using Mastercam Zip2Go
Videos and Screen Recording
In some situations, illustrating the issue with a video is the best way to convey information. On Windows, screen recording is easy:
- Press Windows + G to open the Game Bar
- Start recording by clicking the record button
- The video will be saved by default in the folder C:\Users\User\Videos\Captures
Attaching a video to your support request can help resolve your issue much faster.
Processing Support Messages and Response Time
We aim to respond to support requests as quickly as possible. If your issue is urgent or is causing a production stoppage, please mention this in your message—this way, we can, if needed, transfer the request to another support specialist.
Before Sending a Mastercam Support Request
Before sending a support request, please ensure the following:
- Your Mastercam hardware meets the software hardware requirements
- You are using the latest version of the software and all related updates
- Your graphics drivers are up to date (check in Windows Device Manager under Display adapters)
- You can get the latest drivers from the manufacturer's website, for example: NVIDIA Drivers
Checking these often resolves the most common performance and display issues without needing additional support.
Additional Instructions and Mastercam License Help
If you need assistance with activating Mastercam licenses
You can find license installation instructions here: License installation instructions
You can also search for help with issues in the Mastercam Guides section of the Camcut Support website
Instructions for editing postprocessors and related topics are covered on a separate page: Editing Mastercam Postprocessors
