Before calling our support staff, please ensure that you have the following information to hand:
| The model and serial number of your unit |
| The date of the machine's last calibration |
| The version of software installed in your system |
| A detailed description of the problem and the circumstances under which the problem manifests itself |
In order to give you our best advice, it would help us if you could determine exactly where the failure lies. In many cases, 'faults' in test equipment are due in part to system operation or surprising as it may seem, the product under test.
For example, if the product under test appears not to output the appropriate signals for a number of tests and you are certain the correct Hayes commands are being sent, check for presence of DC voltage between the red and white 4mm sockets of the MASTER 1 port.
If no voltage is measured check that the X900 has not inadvertently been set to private wire mode.
This is selected from the system set-up menu, which is accessed under option 3 (Power Supply & Ringing Variables), option 12, (Network State).
Above all, please do not send your unit for repair without first talking to Nick Morgan. Many problems can be rectified over the telephone, without the need for costly delays caused by the shipment of your test equipment for unnecessary work.
If you are in a different time zone and your problem occurs when our office is closed, please send a descriptive e-mail message to our support department.
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