When You Need Assistance - Hunter SpectraProbe XE Hardware User Manual

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:
1. The type of sensor for which you need assistance (SpectraProbe XE).
2. The serial number of the instrument (found on a plaque on the side or back of the sensor).
3. The type of processor or software you use to access the sensor output (i.e., MultiSensor XE Software
or SheLyn software), the version of the software, and the brand and type of computer, if applicable.
4. The specific nature of the problem, including the exact error message received or the results of the
appropriate diagnostic test.
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 telephone number for HunterLab is (703) 471-6870. To place an order or for prices on
instruments, software, or replacement 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 instruments, ask for
TECHNICAL SUPPORT.
HunterLab may also be contacted through its website, 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.
11/02
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Instrument Replacement, Repair, Problems, and Questions 6-5