Need help with a CAEN product?
Technical support is provided through the MyCAEN portal. Once logged in, you can open a support ticket, track its status, register your devices and manage your software licenses, all in one place.
MyCAEN is the central portal for technical support, device registration and license management. Authentication is handled through the CAEN Account system (auth.caen.it), while Sci-Compiler licenses are managed through the dedicated Sci-Compiler portal.
New user? Create a free account, it only takes a one minute.
MyCAEN Account
An account MyCAEN+ is required for ask support about CAEN products and register a firmware/software license. Making an account is totally free and you can upgrade to MyCAEN+ anytime.
- Go to the registration page registration page and fill out the registration form with your details.
- Validate your email address by clicking the confirmation link.
- Provide your institutional email address. If it differs from the one used during registration, a new verification email will be sent to the provided address.
If you don’t see any email coming from caen-noreplies@caen.it in minutes, please check in your spam folder.
If you are already registered and need to know if you have a MyCAEN+ accounts, you can check it by logging in to CAEN website, go to MyCAEN platform and see the title of the section that could be MyCAEN or MyCAEN+. If you need to reset your password, please visit this link: https://auth.caen.it/accounts/password/reset/
If you already have a MyCAEN account, you just need to upgrade it to MyCAEN+ by following the instructions below.
- Log in to auth.caen.it and enter your institutional email address and institution. If your institutional email address differs from the one used during registration, a new verification email will be sent to the provided address.
- If you cannot find your institution, click on “Add a new one”.
- Click “Save”.
New institutions and generic email addresses must be validated by CAEN staff. This process may take up to 48 hours.
Support
- Log in to the MyCAEN platform and click on Tickets in the left-hand menu.
- In the Tickets section, click on “Create Ticket”.
When the CAEN team replies to your ticket, you will receive a notification email containing a direct link to the Ticket section.
- Log in to the MyCAEN platform and click on Tickets in the left-hand menu.
- In the Tickets section, click on the ticket you would like to reply to.
- Enter your message in the form at the bottom of the page and submit your reply.
When the CAEN team replies to your ticket, you will receive a notification email containing a direct link to the Ticket section.
- Create a ticket describing the hardware issue you are experiencing, or provide the details in an existing support ticket.
- If the CAEN Support Team determines that the device needs to be returned for inspection or repair, the RMA option will be enabled on the ticket and you will receive a notification email.
- Open the ticket and click on “Go to RMA Form” to complete the return request form.
Depending on where you are located, the product must be shipped directly to CAEN S.p.A. headquarter or to your Country Dealer. To find the proper address please visit the page at https://www.caen.it/sales-network/
Devices
- Log in to the MyCAEN platform and click on the “Add Device” button.
- Select an identification method, PID or S/N (Serial Number).
- Click on “Search” button and then “Click to add”. The device will be automatically linked to your account.
If you can’t find your device please double check your identification number, if the search give no results you can still create a support ticket without registering any device, remember write in the message the model name and the Serial Number or PID.
The product information label contains your Serial Number (S/N) or Product IDentifier (PID). Serial Number can be composed by 2 or more numbers, PID are composed by at least 5 char. You can find it either on the back of your CAEN module, in the front or under the right side of your board.
- Log in to the MyCAEN platform and click on “Download devices list”.
License
- Go to my.sci-compiler.com.
- Log in using your MyCAEN account credentials or create a NI account.
- Access the Licenses section to view and manage your Sci-Compiler licenses.
- If you experience any issues or cannot find your license, click on Support and then on “Create Ticket” to submit a support request.
- Log in to the MyCAEN platform and click on “License”, then “Register License”.
- Complete the wizard procedure by selecting the module in your posses.
