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6.5 Troubleshooting & Support
6.5.1 General
If the unit does not perform satisfactorily, complete the following steps until the problem is resolved:
1. Verify that the flowmeter is properly installed and that the installation site is suitable.
2. Verify that the flowmeter is properly configured.
3. Perform a Master Erase.
4. Contact the installation contractor or representative through whom the flowmeter was purchased.
5. Contact Thermo to attempt to resolve the problem over the phone.
6. If we determine the problem cannot be resolved over the phone, return the entire unit to the factory.
6.5.2 Local Representative Support
The local Thermo representative is the first contact for support and is well equipped to answer questions
and provide application assistance. Your representative has access to product information and current
software revisions.
6.5.3 Service & Returns
If it becomes necessary to contact Thermo with software or hardware problems, please have the following
information available:
• signal strength • transducer type and mounting configuration
• pipe orientation • pipe OD
• pipe ID • pipe material
• fluid type • liner material
• liner thickness • model and serial numbers
To return an instrument:
1. Contact Thermo for an RMA number (issued by the service representative). The receiving dock does
not accept shipments without the RMA number.
You can contact us at any of the following:
• Phone: 713.272.0404 • Fax: 713.272.5388
• Web: www.thermo.com • Address: listed on page 49
2. Ensure the instrument is well packed, in its original shipping box if available.
3. Include a letter fully explaining the symptoms of the failure as well as detail describing the application
where the unit was being operated (type of fluid, pipe size, pipe material, fluid velocity, etc.).
4. Write the RMA number on the outside of the shipping box.
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