FAQ
Frequently asked questions
So you can get a good overview quickly and easily, here you will find the answers to frequently asked questions about the ROCO model railway. We hope that you can get the answers to your questions and solve your problems on your own with the help of this overview. This way, you help to ease the daily workload of our service staff and ensure that we can respond even more quickly to your specific questions addressed to us by e-mail or telephone.
In case of further question, please use our contact form.
If you are looking for information about our Z21 control system, you can find it on
www.z21.eu/FAQs.
General information
How do I find my model?By entering the complete operational number of your model in the request field of the ROCO service page, you can, in most cases, already find the desired model on your own ... Where can I complain about an item?In such cases, it is preferable to contact the specialist dealer from whom the item concerned was purchased in case of a complaint. Can I purchase original packaging for my model?Original packaging is not available as a procurable spare part.
However, you can find universal packaging in our range.
Note on Customer Service requestsIf you do not state an item number, we will be unable to respond to your request. Who can I contact if I have questions pertaining to my order?The Webshop team is happy to assist you on webshop@roco.cc regarding queries on your Webshop order (order status, payment, etc.) What do the colours in the availability marking mean?Green = Sufficient quantity available; can be ordered via the e-Shop
... All information on the Z21 control system: www.z21.euIn case of Z21 control system, please utilise the information provided on the Z21 website www.z21.eu.
You can find the most important links here:
Instructions and Spareparts
How do I find spare parts for my model?You can query the availability and non-binding sales prices of spare parts on our website in the “Service - Spare parts” menu. Where can I find spare parts sheets or operating, decoder and CV instructions?You can find the operating instructions and the spare parts sheet on our website directly with the item in the section "Downloads". The corresponding spare parts can also be found there under "Spare parts". How do i find spare part sheets for old ROCO models (item number mostly 4 digits and one letter)?To be able to search for such an item number, the old number must first be converted into a new item number using the translation list ... Track systems
ROCO track systems – your perfect model railway solution for fun unlimitedWith the extensive ROCO track system range you can be sure to find the right track for your needs. ROCO GEOLINE track system for beginners and professionalsThe ROCO GEOLINE track system captivates with its realistic plastic ballast bedding. ROCO LINE track system with ballastThe track bed is already included in the full scale ROCO LINE track system that has a 2.1 mm rail profile. ROCO LINE track system without beddingThe prototypical and flexible ROCO LINE track system with 2.1 mm rail profile is also available without bedding. Decoder operation
Can I use a digital locomotive on an analogue model railway layout or does the decoder get destroyed ?Locomotives that have digital decoders easily can be used on analogue railway layouts without risk of damage. Was the connection wrong or the system not even connected ?Probably the most common mistake when connecting your Z21 system is the LAN connection. Complications concerning the Window firewallBecause Windows PCs are equipped with a firewall as a standard measure, this firewall may
block the maintenance tool. Complications concerning external firewalls or antivirus systemsThe maintenance tool may also be blocked through antivirus systems or other firewall programmes. 
