Troubleshooting and Repair Process
If you encounter a problem with your scan head, follow these steps:
- Print an RMA form.
- Consult the Troubleshooting tips on this page.
- If you’re not able to correct the problem, follow the instructions provided on the RMA form.
- You must send the scan head to us with a completed RMA form.
- Send the product and RMA form to JoeScan, 4510 NE 68th Dr., Ste. 124, Vancouver, WA 98661.
- We normally return repaired products via FedEx Ground, but we can also expedite shipping if necessary.
If you need help with troubleshooting or would like our assistance in returning your scan head, please call us at +1.360.993.0069.
Click here for international repair return instructions.
Warranty Coverage and Product Support
JoeScan® scanners are proven to be durable and reliable, which allows JoeScan to offer an industry-leading warranty and a long-term product support policy.
All products are covered by a 5-year limited warranty* that begins when the product ships from JoeScan. If a scan head is found to be faulty, JoeScan will either repair or replace the product at no charge. It’s that simple.
What’s more, JoeScan offers a 10-year product support policy. After the warranty period, JoeScan will provide support – including technical assistance and product repair services – at the customer’s expense for 10 years after the product’s original shipping date. If JoeScan is unable to provide product support, then JoeScan will supply a replacement scanner that has equivalent or enhanced capabilities.
Downtime is costly. JoeScan realizes that when your equipment isn’t working properly, it can slow – or even halt – production. We take pride in the quality, durability and reliability of our scan heads. In fact, we’re so confident about the quality of our products that each scan head is covered by a 5-year limited warranty*. But in the rough and often chaotic mill environment, sometimes things break. In that event, we work hard to repair the scan head quickly to minimize the impact to your operations.
JoeScan measures repair turnaround times in days, not weeks or months. In the last three years, we’ve repaired and shipped back more than 85% of scan heads within three working days of receipt. In 2013, we turned around an impressive 95% of scanner repairs within four working days of receipt. JoeScan wants your business to thrive, and we do our part to ensure you can achieve your production goals.
* Warranty is limited to product defects. It does not cover damage caused by accidents or improper use.
If you’re having trouble with your scanner, go through this list first to see if you can correct the problem yourself:
- Check the cables and make sure the Ethernet light is on.
- Use JSDiag to make sure the scanner can see the board and not background light.
- Swap in a different scanner to verify that the problem is not the cables.
If you're still having problems, print an RMA form and follow the instructions provided.
At JoeScan, our goal has always been to make scanning as hassle-free as possible. In talking with customers we've found one of their biggest hassles is when scanners they've recently purchased are declared obsolete, and they also dislike uncertain maintenance costs. So we're stepping up with a 5-year warranty.Joey Nelson, President
Your productivity is our priority. In the rough and often chaotic mill environment, sometimes things break. In that event, we work hard to repair the scan head and return it within days. We ship back more than 85% of repairs within three business days of receipt and 95% of repairs within four business days of receipt.