Chapter 7: Reference
30 HOBO Energy Logger Pro User’s Guide
Repair Policy
Products that are returned after the warranty period or are damaged by the customer as specified in the warranty
provisions can be returned to Onset with a valid RMA number for evaluation. Contact Onset for details and pricing.
Data-Back Service
HOBO Energy Logger Pros store data in non-volatile flash data storage. Onset will, if possible, recover your data to
disk.
Tune Up Service
Onset will examine and retest any logger, FlexSmart module, or sensor.
ASAP Repair Policy
For an additional charge, Onset will expedite the repair of a returned product.
Contacting Technical Support
If you have questions about the HOBO Energy Logger Pro, contact the company where you purchased it (either
Onset Computer Corporation or an Onset Authorized Dealer). Contact information for Onset Computer Corporation
is located at the end of this chapter.
Before calling Technical Support
You can evaluate and often solve the problem yourself by taking the following steps:
• Check the “Diagnostics and troubleshooting” chapter of this guide and online technical support at
www.onsetcomp.com or www.hobohelp.com. Common problems and solutions are listed in those
locations.
• Write down the events that led to the problem.
• If you contact Technical Support at Onset Computer Corporation or an Onset Authorized Dealer, please
indicate that you need technical support for HOBO products. Be prepared to provide the following
information:
- A datafile showing any anomalies. This is the most important information you need to provide.
- The part number and serial number of the logger, modules, and sensors used, and the configuration
being used.
- The software version number.
- Details on the hardware and software configuration of your computer, including the manufacturer,
model number, peripherals, and operating system version.
- A description of the environment in which the logger and sensors are deployed.
- A complete description of the problem or question.
With this detailed information, Technical Support can provide a faster and more accurate response.
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