Customer Service: Product Troubleshooting

Full Name*

Company*

Email*

Phone Number

Affected Products*

Which type of product is being affected (please select all that apply).

Affected Product Description*

Please list the products experiencing difficulty by their full part numbers and serial numbers (see compliance tag or sticker on box controller).

Timing of Product Difficulty*

Please indicate which of the following you are experiencing.

Timing of Product Difficulty - Other Explanation

If "Other" was selected in timing difficulty, please explain here.

"Best Practices" Validation*

Please indicate if you have followed the "Best Practices" outlined in the product data sheet.

Self-Diagnostic Validation*

Please indicate whether you have tried the following to mitigate the problem.

I have verified the flying lead wiring is correct (if applicable).
I have verified the 24 V DC power is available and stable.
I have not verified if the flying lead wiring is correct or if the 24 V DC power is stable.

Self-Diagnosis Component Isolation*

If you have more than one unit available and at least one is working, have you attempted to isolate the component(s) systematically?

Triggering Functionality Used*

Please detail any special triggering functionality used.

Triggering Functionality Used - Other Explanation

If you selected any triggering functionality above, please elaborate on the camera used, any connections, and the timing of the triggering.

Description of Product Failure*

Please describe the failure in detail and your efforts to diagnose the problem.

File

If you have any images or videos that demonstrate the product failure, please attach them here.

Drop files here or

Accepted file types: jpg, png, svg, pdf, mov, mp4, mp3, Max. file size: 200 MB.

Open RMA for Product Issues*

Do you have an open RMA for the same or similar problem?

RMA Number (If Known)

If you have an open RMA, please note the RMA# in this field.

Full Return Shipping Address*

Please include contact name and phone number, if required.

Shipping Priority*

We ship Ground unless otherwise specified or authorized.

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