How can I get technical support for Thermetrics systems?
Thermetrics provides technical support free of charge for the life of our products. We are dedicated to providing you with a solution as soon as possible, usually within 24 hours. We can help you troubleshoot any system problems or answer any questions either by phone or email or you can contact us by using the support contact form. If you are an international client, you can also seek assistance from one of our international agents.
If you have a technical problem with any system, please provide us with the system serial number so that we can respond more quickly without losing time to identify your system.
To help us quickly and accurately resolve the problem that you are experiencing, always send the data file(s) that were generated during the test(s) that you were performing when the problem was observed as well as any data files from successful tests for comparison. Screenshots from ThermDAC showing test parameters or error messages can also be useful when available. Size limitations for email attachments may require the data files to be compressed into a zip folder before sending.
For mechanical problems, it is often helpful to include photographs and/or videos of the problem whenever possible.
In some cases, it may be helpful for our technician to remotely access your computer to diagnose or correct a software problem. You will need an active internet connection to facilitate this and your firewall protections may need to be temporarily adjusted to allow our technician to install a plug-in. Contact your company’s IT department for assistance with these arrangements if our technician requests remote access.
In the event that your system must be shipped back to Thermetrics for service, package the system in the original crate or contact Thermetrics for design information to have a new crate built.