Getting help

Section 4: FAQ & Troubleshooting

If you encounter any problems, errors, or questions about using the Pyxis software 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 your control program, you should retrieve a verbatim copy of the error message. Since the text of the error may not be selectable, you should instead select the error message box and press Ctrl+C to copy the entire text of the message box to the Windows clipboard.

There are many resources on the Internet to help you use the Pyxis Software and the ASCOM Platform. We recommend visiting the Optec website first. In addition resources can be found at:

• The Optec User Group:        https://tech.groups.yahoo.com/group/Optec/
• The ASCOM Website:        https://ascom-standards.org/
• Optec Downloads:                https://www.optecinc.com/astronomy/downloads/default.htm
• Optec Support:                https://www.optecinc.com/support.htm

If you are unable to connect to the Internet, or you have any other questions at all, please feel free to contact Optec Support by telephone or email at:

• Optec Support phone: 1 (616) 897-9351
• Optec Support email: support@optecinc.com