Section 3.5 - Contacting Optec Technical Support
If you encounter any problems, errors, or questions about using the FocusLynx focuser hub that are not addressed by this owner's manual, the recommended next step is to contact Optec Technical Support for assistance.
However, providing certain resources when contacting Optec will greatly increase the speed and completeness with which your problem is solved. When using email, these resources should be included in text or spreadsheet files attached to the email. When contacting Optec by phone, simply have the documents available for ready access, as our technical support team may need you to refer to them. The resources you will need are as follows:
- Description of Your Problem - Naturally, to solve a problem, Optec tech support must know what the symptoms of the problem are.
- How The Problem Occurs - If there is a specific procedure required for the problem to appear, make a note of the steps for doing so.
- Text Of Your Error - If your problem is related to an error message received in FocusLynx Commander, you should retrieve a verbatim copy of the error message.
- Error Logs - If your problem is related to FocusLynx Commander, you should retrieve your Error Logs as directed in the Accessing The Event Logger section of the manual.
- Focuser Hub Firmware Version - The firmware version number can be found by opening the Firmware Upgrade Assistant in FocusLynx Commander, or by sending a GETHUBINFO command through a serial terminal application.
- Focuser Type - If the problem you are having relates to the use of or connection to a focuser with the hub, you should know the manufacturer and model of your focuser.
