Chapter 2. Troubleshooting
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Step 1
Obtain the serial number and the model number of the defective unit, and secure a purchase
order number to cover repair costs in the event the unit is determined by the manufacturers to
be out of warranty.
Step 2
Before you return the unit, have someone from your organization with a technical
understanding of the 6K system and its application include answers to the following questions:
• What is the extent of the failure/reason for return?
• How long did it operate?
• Did any other items fail at the same time?
• What was happening when the unit failed (e.g., installing the unit, cycling power, starting
other equipment, etc.)?
• How was the product configured (in detail)?
• Which, if any, cables were modified and how?
• With what equipment is the unit interfaced?
• What was the application?
• What was the system environment (temperature, enclosure, spacing, contaminants, etc.)?
• What upgrades, if any, are required (hardware, software, user guide)?
Step 3
Call for return authorization. Refer to the Technical Assistance phone numbers provided on the
inside front cover of this document. The support personnel will also provide shipping
guidelines.
