01/03 Instrument Replacement, Repair, Problems, and Questions 8-5
When You Need Assistance
When you have a problem with an instrument or software or need technical advice concerning a specific
application, you may contact HunterLab for assistance. In order to help us help you, please have the
following information available prior to telephoning HunterLab.
Note: If at all possible, make your call within operational range of the instrument and computer so
that troubleshooting steps can be performed as directed while on the phone.
1. The type of sensor you need assistance with (LabScan XE).
2. The serial number of the instrument (usually found on a tag on the back or bottom of the sensor).
3. The type of software you use to access the sensor output, the version of the software, 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.
The general number for HunterLab is 703-471-6870. 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, for help in correcting instrument or software
problems, to return instruments to HunterLab for service, or to ask questions about the servicing or
recalibration of instruments, ask for TECHNICAL SUPPORT.
HunterLab may also be contacted through its web site, www.hunterlab.com.
The mailing address for HunterLab headquarters is given below. Customers outside the United States
should contact their HunterLab distributor for initial assistance.
Hunter Associates Laboratory, Inc.
11491 Sunset Hills Road
Reston, Virginia 20190 U.S.A.
Artisan Technology Group - Quality Instrumentation ... Guaranteed | (888) 88-SOURCE | www.artisantg.com
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