MCAM Mastercam Support Policy

MCAM Mastercam Support Policy

MCAM Mastercam Support Policy

MCAM Northwest, Inc. Technical Support Policies & Overview 

It is our goal to consistently provide the highest level of service and support to each of our valued 
customers. By following our Support Steps below, you can be assured that your issue will be resolved as 
quickly and correctly as possible, and will continue to help us reduce response time for technical support. 

Hardware requirements

Please note that MCAM Northwest is only able to support customers that are using hardware that meets or
exceeds the system requirements set forth by Mastercam. While we will always put forth our best effort to
assist our customers with problems, we cannot support users who are not using hardware that meets these requirements.
Please see the Mastercam System Requirements here for more information.


Please read the following knowledgebase article to learn how to install Mastercam as well as learn how to use
the Migration Wizard if you are moving to the current version from an older version. 

Additionally, please read the Mastercam Basics documentation installed with Mastercam if you are learning Mastercam
for the first time or if you are updating from X9 or older. This documentation can be found in the documentation folder,
found by following the data path on a computer with Mastercam installed: 
C:\Program Files\Mastercam 2024\documentation\en\MastercamBasics

These documents are very helpful for the installation, set-up and familiarization of your Mastercam system. PDFs
are accessible from the Help Menu within Mastercam, or located in the Documentation Folder, found by following
the data path on a computer with Mastercam installed: C:\Program Files\Mastercam 2024\documentation\en-US 


Mastercam has a built-in Help System that is quick and easy to use. Use the keys “Alt+h” to access the help 
system. This help system will index itself to the specific topics relating to your location within the software. 


Mastercam University is the training resource direct from Mastercam. It's free and available to all current users,
prospects, students, or anyone else who is interested in learning Mastercam. To join Mastercam University please
go to and create an account. Mastercam University can be found in the Learning dropdown
menu on after logging in. is an excellent resource for learning Mastercam from the basics of Design, Mill,
and Lathe all the way through Multiaxis and Mill-turn. If you have an active subscription, many questions
are answered within the content on Use the search function to see videos on
particular topics. Streamingteacher will not be updated for Mastercam 2024 and beyond, but is still a useful tool 
for learning about Mastercam in general or learning about features that existed before Mastercam 2024.


Send .mcam or Z2G (Zip 2 Go) files to Z2G (Zip 2 Go) files are preferred because 
they give us more information about your machine and control definitions, libraries and system information. 
You can use the Zip2Go Wizard built into Mastercam to quickly and easily create these Zip2Go files for support.
Read the following knowledgebase article to learn how to use the Zip2Go Wizard:

Make sure that your e-mail explains the problem completely, includes your SIM #, name, company name 
and the version of Mastercam that you are running. If your email is in regards to an existing technical 
support case, please include the Ticket Number assigned to your case in the subject line. 


Call us at (503) 653-5332, from 8am to 5pm Pacific time Monday through Friday. Support calls are answered in the 
order received. If no one is available for immediate assistance you will be forwarded to the tech support 
voicemail. If your call is related to an existing service ticket, please be sure to include the ticket number in 
the voicemail to help us expedite your call. 

Providing Digital Manufacturing Solutions to the Northwest
MCAM Northwest, Inc.
19136 S Molalla Ave
Oregon City, OR 97045
(503) 653-5332

Mastercam System Down Errors take precedence over other support. If you are in need of urgent assistance 
(i.e. Mastercam system is down), please let the receptionist know with your initial call. 


2024 – CURRENT VERSION: Supported / Priority Support for Maintenance Customers 
2023 – PREV. VERSION: Supported* / Updatable / Media Downloads if Previously Licensed 
2022 – PREV. VERSION: Supported* / Updatable / Media Downloads if Previously Licensed 
2021 – TWILIGHT: Supported* / Updatable / Media Downloads if Previously Licensed 
2020 – DUSK: Supported* / Updatable / Media Downloads if Previously Licensed 
2019 and Older – SUNSET: Not Supported / Updatable / Media Downloads if Previously Licensed 
*Supported for Mastercam Maintenance customers only, with some limitations. For off-maintenance customers, support staff will
discuss the advantages of updating to the most current software version. Support is limited to installation and licensing setup
questions and response time is determined by staff availability.