AW00123409000 Troubleshooting and Support
Basler ace USB 3.0 351
8.3 Before Contacting Basler
Technical Support
To help you as quickly and efficiently as possible when you have a problem with a Basler camera,
it is important that you collect several pieces of information before you contact Basler technical
support. Basler technical support contact information is shown in the title section of this manual.
Three different methods are available of providing data to Basler technical support. The methods
complement each other. We therefore recommend using them all for optimum assistance:
by automatically generating support information using the Basler pylon USB Configurator . A
report is generated with information about the USB device tree displayed in the device pane
and detailed information about each device.
by sending an email to Basler technical support, already partially prepared by the Basler pylon
USB Configurator
by using the form given below.
1. Click the question mark ? in the menu bar of the Basler pylon USB Configurator.
2. Click Generate Support Information... in the dropdown menu.
The Support Information window opens displaying a report.
3. Click the Copy to Clipboard button to keep the support information for inclusion in an email to
Basler technical support.
1. Click the question mark ? in the menu bar of the Basler pylon USB Configurator.
2. Click Contact Basler Support... in the dropdown menu.
A pylon Support Request window for an email to Basler technical support opens. It includes in-
formation about the currently used versions of pylon and the computer’s operating system.
3. Include the previously generated support information (see above).
4. If you are outside Europe replace support.europe@baslerweb.com by the address of your local
Basler technical support.
1. Copy the form that appears below, fill it out, and send it - with sample images if appropriate -
with your email to Basler technical support
or
fax the completed form with the requested files attached to your local dealer or to Basler tech-
nical support.
To automatically generate support information:
To use a prepared email:
To use the form:
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