12
Return/Repair Procedures
Important: Our repair statistics show that over 70 percent of the units returned for service do
not, in fact, require any service. Therefore, we advise you to please double-check the following
list of common, user-solvable, sources of difficulty before contacting Kantronics about returning
your unit for service.
Check-List for Possible Problems
Should you encounter difficulty in getting your equipment to ―talk‖ to your computer, please
perform at least the following limited checks before calling or writing:
Carefully check your wiring connections to the 232 port.
If you purchased third-party cables, double-check to be sure that they conform to the
Kantronics‘ wiring instructions in this manual.
Verify your terminal baud.
It may be useful to perform a ―Hard Reset‖. (See Hard Reset section.) If service or repairs still
appear necessary after you have checked the items listed above, it may be wise to call, fax, e-
mail or write Kantronics to determine if the problem can be solved without returning the unit.
Return Procedures
When calling, report the product name and ask for the Service Department. Please have the
following information available:
The unit name and serial number (the serial number is found on the bottom of the unit).
The firmware version number (the version number is displayed when you give the Version
command).
If possible, you should have the unit and your computer available to perform troubleshooting
operations when you call.
The Service Department telephone hours are 8:00 AM to 12:00 Noon and 1:00 PM to 5:00 PM
Central Time, Monday through Friday. If you call outside these hours, the phone will just ring.
The service department telephone is not connected to the main switchboard and the
switchboard receptionist cannot transfer you to the service number. If lines are busy, you may
wish to (and it may be faster to) contact service by fax, or e-mail. Service e-mail is checked
twice per day. Before contacting us, please take the time to list out your problem fully and
carefully.
When writing, faxing, or e-mailing Kantronics, include a clear description of the problem, unit
name, firmware version, computer type, computer software used and if possible a list of
current parameter values for your unit (as shown in a DISPLAY listing). Be sure to include a
return fax number and/or e-mail address.
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