Customer Service

Stay successful when working with ARUN Technology products.

We want to support you by always keeping your instrument in the best possible condition.

 For this purpose, we are offering customer service products that will help you achieve this goal.

Together, with our local service partners we are also here to help in emergencies with quick, qualified technical or analytical support.

Technical Support

Select a category, enter you instrument details and submit your message to us to create a service case.

Or simply call one of our hotlines.

Service Level Agreements

Find out more about our different service level agreements. To keep your instrument in perfect shape we offer preventive maintenance contracts (PMCs) as well as calibration contracts (CCs) and other forms of service level agreements to ensure prompt and qualified support anytime, anywhere.

Training

Training your staff is key to your success. Find out more about our various training programmes for technicians, operators and advanced users.

Service Form

Trending FAQ’s

Where can I find my serial number?

The back of the instrument or in the analytical software, click “help” then click “about”. Here you will find who it was sold to, the order no & the serial no. On hand held instruments you may find the serial no on the probe or the chassis.

How can I identify my instrument model?

In the analytical software, click “help” then click “about”. Here you will find the model number.

Why is my instrument screen blue/black?

  • This suggests the monitor is not receiving a signal
  • Check the monitor is connected, check the PC has started

Why are there white rings on my burn spots?

White burns mean poor argon/sample preperation.

  • Check a freshly prepared setting up sample (see section 5 of the User Guide)
  • Check the argon is of the correct grade and that the supply is on (see section 3.1 of the User Guide)
  • Check that the argon exhaust is not blocked
  • Make sure the instrument has had time to flush through
    (see section 3.10 in the ARTUS 8 Guide, 3.8 in the Neo and Junior Guide)

Why is there no bubbling sound?

  • Check the argon is on and the supply is ok
  • Check the exhaust is not blocked (see section 4 of the User Guide)

Why is my analysis incorrect?

  • Check the burns are good
  • Check the instrument is stabilised and that the profile is good (see section 3 of the User Guide)
  • Check user maintenance has been performed (see section 4.1 of the User Guide)
  • Check the metal has been sampled and prepared correctly (see section 5 of the User Guide)
  • Standardise the program being used (see section 4 of the A Plus Software Guide)

Why won’t my instrument start?

  • Check the power and the unit is switched on
  • Restart the instrument and PC to ensure connection has been made

Why is there no argon flowing?

  • Check the argon is on and the supply is ok
  • Check the exhaust is not blocked (see section 4 of the User Guide)

Why won’t my instrument burn?

  • Check the source is switched on
  • Restart the instrument and PC to ensure connection has been made

How/where can I replace my setting up samples?

Before the sample is too thin or beyond its useful life to use for the restandardisation procedure, a replacement should be ordered, (see section 4.1 of the A Plus Software Guide).