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ROOTS
®
Model 5 Prover Software Manual
11.3 Assistance & Service Procedure
To provide you with the best possible service, we ask that you follow our Assistance and Service Procedure
prior to requesting detailed technical assistance with the Model 5 ROOTS Prover product line. If you have a
question of a general nature, simply call 1-800-521-1114 and the operator will connect you with the best
qualified, available individual to answer your question. This information helps Dresser Roots Meters &
Instruments by allowing us to identify and track potential problems/resolutions to improve both existing and
future products. It also helps you, our customers, because it provides us with specific information required
by our engineers and technicians to identify and resolve your questions/problems as thoroughly and
efficiently as possible.
If detailed assistance/technical information is likely to be involved, please fill out the 2-page Assistance and
Service Procedure form prior to making the call for help. This form is included with the Model 5 ROOTS
®
Prover software and can be printed out from the Maintenance screen. Press <Ctrl+F6> from the Startup
screen to access this screen, and then select Print Service Request Forms from the File drop down menu.
Make certain the printer is ready before sending the form to the printer.
The most critical portion to be filled out on the Assistance and Service Procedure form provides a detailed
description of the problem(s). Include the test parameters; the prover options that were enabled for the
test(s); the units of measure; warning messages; and any other visual or audible abnormalities which may
have occurred. Pay particular attention to all warning, error, and status messages displayed on the comput-
er's screen. If such a message appears on the screen, write the message down word for word as it appears.
If the problem is related to test data, save and/or print the test data for our inspection.
Actual test reports are often very helpful in identifying Prover problems. Copies of the Master Meter's preset
files may also be required (P2M.SET, P5M.SET, P10M.SET, P20M.SET, P80M.SET, calidate.cfg, calibr.cfg, and
MasterMeter. key).
If the problem appears to be related to how the software functions on your computer, specifics about your
computer may be needed. If you are uncertain about how to answer specific questions listed under the
Computer/Software section of the Assistance and Service Procedure form, consult the user's manual for
your computer and/or your computer dealer. Save the answers for possible use in the future.
Once the Assistance and Service Procedure form has been prepared, call 1-800-521-1114. You will be
transferred to the most qualified, available person to assist you.
11.4 Return Authorization Procedure
A complete copy of the Return Authorization Procedure is available from the factory.
Important:
Products returned without authorization may be subject to delayed inspection and servicing.
It is difficult to identify intermittent problems unless our technicians know specifically what to look for,
such as symptoms, procedures, etc.
After filling out the Assistance and Service Procedure form, and then seeking assistance from the Customer
Service Department at Dresser Roots Meters & Instruments, it will be determined whether all or part of a
Prover is to be returned to the factory. A member of the Customer Service Department will provide you
with a return authorization number. Please fill out the form titled Product Return Tag, which is also printable
from the Maintenance Menu screen. Attach both pages of the Assistance and Service Procedure form to
the completed Product Return Tag. Include both forms or copies of both forms with the packaged items
to be returned.
Important:
Dresser is not responsible for damage or loss due to improper packaging of returned articles.
