How to contact us
If you have any questions or technical difficulties, please feel free to contact us. The easiest way to do this is to submit an email ticket to our customer service experts. You can easily do that here.
Once you contact us, we may ask you to send us some of your files and settings in order to troubleshoot the issue. We may also send you some of our files and settings to load onto your own machine. This process helps us narrow down what may be causing your issues, and resolve them.
The following is a step by step process for both exporting and importing the required files.
Download your diagnostic PDF file
During the troubleshooting process, we may ask you to download and send us your diagnostic file, which contains detailed information about your firmware and machine settings, operating system, alarms, errors, and more.
1. In gSender, click the “Calibrate” icon in the upper right corner:
2. Click “Download Now” In the bottom right corner:
Export your EEPROM/firmware settings
We may ask to see your firmware settings, which are the settings stored on your controller.
1. Click the “Firmware” Icon in the upper right corner
2. Click “Export Settings” on the Left of the screen
Export your gSender settings
These gSender settings, or preferences, are stored locally on your computer and can affect touch probe, spindle and laser functionalities.
1. Click the Settings icon (small gear) in the upper right corner
2. Click “Export Settings”
Import EEPROM/firmware settings
Similarly to the way we may ask for some of your settings files, we may also send you some of our own that you can then upload and test on your own machine.
1. Click the “Firmware” Icon in the upper right corner
2. Click “Import Settings”
Import gSender settings
1. Click the Settings Icon (small gear) in the upper right corner
2. Click “Import Settings”
