HunterLab LabScan XE - When You Need Assistance

LabScan XE Supplemental Manual for EasyMatch QC
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of most cartons regarding burst strength and gross weight limits. Single wall
cardboard cartons should not be used. (A proper packing carton with packing
material may be purchased from HunterLab, if desired.)
o Insure the shipment.
o Provide an itemized packing list of all contents of the shipment.
o Label the carton(s) as follows:
Hunter Associates Laboratory Inc.
Attn: SRO #____________
11491 Sunset Hills Road
Reston, VA 20190
U.S.A.
When You Need Assistance
When you have a problem with an instrument or software or need technical advice concerning a
specific application, you may consult the support website (support.hunterlab.com). There are
numerous articles on applications, operations, instrument accessories, troubleshooting and more. This
is available 24/7. If you don’t find the information that you require, then you can open a support
request on the website. Please include the following information when cooresponding with
HunterLab.
1. The type of sensor you are using.
2. The serial number of the instrument (usually found on a tag on the back or bottom of the
sensor, or inside the transmission compartment).
3. The type of software you use to access the sensor output (EasyMatch QC), the version of
the software (seen after choosing About from the Help menu), the operating system, and
the brand and type of computer.
4. The specific nature of the problem, including the exact error message received or the
number of units the sensor reads “off” from the standard tiles.
5. The steps performed prior to the start of the problem.
6. Steps already performed to reconcile the problem and/or results of any diagnostics.
7. The type of product being measured.
8. Operating environmental conditions under which the instrument is normally used, such as
temperature, humidity, dust, fumes, etc.
9. Whether the instrument has recently been moved or the computer reconfigured.
10. The name(s) of any HunterLab personnel with whom you have previously discussed the
problem.
To place an order, for prices on instruments, software, or replacement parts, or to return damaged or
incorrect parts, ask for the Order Processing Department. For applications advice or for help in
correcting instrument or software problems, ask for Technical Support . To return instruments to