FAQs

I have an RMA Number. What do I do?

After your RMA number has been issued, you should have received an email with instructions, which are printed below.

Mark your RMA number clearly in large text on the outside of the package. We are unable to accept packages which do not clearly show the RMA number on the outside of the box.
Inside the package, please include a letter providing your name, your RMA number, your return shipping address, and a brief description of the problem.
Please package the returned product very carefully to prevent damage during transit. We recommend the original box and packing material. If the original packing is not available, we recommend at least one inch of firm padding all the way around the product. The package should be trackable and insured for an appropriate value.
Ship the package to:

Tekscan, Inc.
333 Providence Highway
Norwood, MA 02062

Attention: RMA # RMAxxxxxx (your issued number)

Note: You are responsible for the cost of shipping the product to Tekscan. We will gladly match your shipping method (e.g., Ground, 2-Day, overnight, etc.) for the return shipment back to you. However, please be aware that any local customs charges will not be paid by Tekscan.

If you have any further questions regarding your RMA, please contact Tekscan Technical Support.

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How Do I Obtain an RMA Number?

An RMA number can only be issued by contacting Tekscan Technical Support.

We will help you with the necessary troubleshooting steps. If a product is in need of Tekscan evaluation, the Customer Support team member will issue an RMA number to you.

If you're calling about a unit:

Be ready to operate the unit
Have the product serial number available
Call when the unit is powered and exhibiting the symptom

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What is an RMA number?

RMA is an acronym for Return Material Authorization.

A RMA number is assigned to the service order that is created when a customer requests repair, or service of product believed to be defective. RMA numbers are required for all service and repair work performed by Tekscan, Inc. The RMA number will be provided to the customer after successfully providing the information needed to create the service order.

This FAQ entry details the steps to obtaining an RMA number.

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The Real-time Status Bar reads 'MISALIGNED!' instead of 'Sensor OK'

Issue: The Real-time Status Bar reads 'MISALIGNED!' instead of 'Sensor OK'.

Solution: possible causes and actions to take:

Sensor is misaligned or was pulled out of the handle.
Remove and re-insert Sensor.
Sensor is inserted upside down in the handle.
Remove the Sensor. Make certain that the This Side UP legend is facing the handle latch.
The terminals on the Sensor are dirty.
Clean the terminal sections of the Sensor carefully with a cloth moistened with alcohol.
Two Sensors are stuck together.
Remove Sensors and peel apart. Re-insert one Sensor.
Sensor is damaged.
Replace the Sensor with a different Sensor.
The Handle electronics are damaged.
If multiple Sensors produce the same "MISALIGNED" error message, there may be a problem with the electronics. Contact Tekscan Technical Support.

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How can I extend the length of USB cables for Tekscan Handles?

Question: How can I extend the length of USB cables for Tekscan Handles?

Answer: You can purchase a 16 foot Active Repeater Cable (USB Extension) from Tekscan. Two of these may be used to extend the cable to about 45 feet.

USB extension cable

Or, you can also extend the length of a USB cable by adding as much as 150 feet of CAT-5 network cable with the use of USB-to-CAT5 couplers from Video Products, Inc.

Network cable extension diagram