• Application Notes
• DataRay Technical Support
  • Applications support
  • Calibration
  • Equipment problems
  • Equipment servicing
  • Equipment use
  • Returns/RMAs, Repairs
• PC Guidance
• Sample Software
• Software Upgrades
• User Manuals

If you know that the RMA form is all that you need, email support with details of your problem and request an RMA #, link here to the RMA form.

For the fastest resolution of a problem, the simple steps below are designed to:

- Minimize the number of calls that you need to make.
- Minimize time to handle the issue.
- Minimize your costs and our costs.
- Get you back to a working system as soon as possible.

Remember that:

• There is a 3 year product warranty on all standard DataRay-built product (excluding customer damage).
• Outside the warranty period or for customer damaged items, the minimum repair charge is $250 and this covers many issues.
• Repair/Calibration turnaround time target is less than 5 to 10 working days.
• If you purchased this unit from a Distributor, if you obtain the prior consent of the Distributor, you may save time and shipping charges by returning the unit directly to DataRay.

Tip 1: Never plug in or unplug a head (WinCamD excepted) while the software is on.
Do check that everything is correctly plugged in.
Where possible, check hardware and cables and cards by substitution.
Use static safe procedures when working with PC cards or disconnected heads.

Tip 2: If 'The software is not working like it used to', remember that you can flush BeamMap, Beam'R, BeamScope-P7, ColliMate and WinCamD
software to its default configuration by choosing Load defaults from the File menu.
On BeamScope-P5 & WinCam-PCI software, you can load the defaults by holding down the Shift key while you start the software.

Tip 3: You may download free software upgrades from Software Upgrades.

For returns for Calibration, go straight to Step 5)

1) Clearly identify the problem and write it down. [If a third party is going to call us to arrange the return, all this is even more essential.]
Have the name, contact number and email address of the person with direct experience of the problem at hand when you call.
Save relevant *.dat, *.bmf, *.bmp, *.bmr, *.bsf, *.wcf  etc. files, including reference files, so that you can show us the problem.

3) If you are sure that the equipment must be returned, e.g. it is physically damaged or it was an evaluation item, go to step 5).

4) If it is not working, but you are not sure why, contact DataRay Technical Support at (303) 543-8235.
We can frequently solve problems over the phone, or identify the problem well enough to minimize turnaround time on returned equipment and/or the number of items that need to be returned.

5) Generate the paperwork. [Not providing the paperwork inevitably leads to delays]:

a) Link here to the PDF format RMA form. Print it out, fill it out, keep a copy for your records and include a good copy with the shipment. [If you run out of time before the courier comes, send off the unit and fax the form to (831) 338-9098 or email it to support@dataray.com.]

b) Generate your own RMA (Returned Materials Authorization) reference number per the instructions on the RMA form, and mark it on the RMA form, the outside of the shipping box & on any packing list attached to the outside of the shipping box.

• Return the head, the cable and the card, so that we can test them as a system and perform any upgrades as a system.
• Where posssible use the original packaging.
• Always ensure that all boards and hardware with electrical connections is first wrapped in static dissipative foam
  [pink or mauve] or bag [metallic silver/gray]. If an improperly wrapped item is found to be zapped by static, then you will be charged for the replacement.

7) Return the equipment, 'Attn: Service Dept.' to the address given on the RMA form for the product that you are returning.