Created : 24 Oct 2024
Last Update : 18 Feb 2026
Support FAQs
Please refer to Solution Categories & FAQs for specific issues and resolutionsThese are miscellaneous support resource questions not directly related to specific issues or 'how to' questions.
Support: I have a Lifetime On Premise Perceptor IoT - how do I get maintenance support?
Please see details and benefits of the Perceptor Software Maintenance Annual Support (SMAS) for Lifetime On Premise customers.
Please note, the Perceptor Software Maintenance Annual Support (SMAS) is to be purchased with the system at the beginning of the Perceptor IoT contract. The SMAS is charged at 20% of the prevailing licence cost at the time of purchase or renewal.
Should the end user decide not to purchase the SMAS at that time but decides to at a later date, there is an 8 week Support Implementation period during which time any support requests will be quoted for on a case by case basis.
In addition, please note that no software upgrades will be provided until 3 months has elapsed from the time of implementing a SMAS post-contract.
Please contact your Perceptor IoT reseller in the first instance for first line technical support.
AnyDesk: why do we use AnyDesk for Perceptor remote support?
We have chosen to use AnyDesk as it comes with the highest compliance standards and security features.
Read more about AnyDesk security.
Our support team will guide you through the steps to allow us to remotely access your Perceptor IoT system. The information here on Security and Privacy features describes the available settings to meet your organization's security requirements.
Windows version support: why does Perceptor IoT use WIN10 and not WIN11?
Perceptor IoT is based on WIN10 IoT Enterprise LTSC which is a version of Windows 10 designed for specialized devices with a fixed purpose, such as label inspection and verification.
It offers a 10-year support lifecycle available through the Long-Term Servicing Channel (LTSC).