If you've run into a problem operating your VideoRay ROV, here are seven basic troubleshooting guidelines that could be helpful in addressing the situation:
- Review the user manual to see if an issue can be answered. Each system comes with a manual and the latest versions are stored on our website at https://videoray.com/support/manuals.html.
- Suspect and check the obvious first. It's easy to get distracted and overlook something obvious.
- Recheck the obvious. Have someone verify your work. If you're helping someone, verify what you've been told. Sometimes, just talking through the details can help you realize you missed a step or fact.
- Understand correct operation and expected results. How should it work and what should happen? Does it?
- Learn and recognize symptoms. What are the results telling you? What are the most likely suspects and what can be ruled out?
- Isolate, divide and conquer. Classify the problem to sub-systems, remove what you can, and substitute known working parts if possible. Or, try suspect parts with a known working system.
- One step at a time. Be logical and make each test provide results you can use to narrow down the problem.
Prior to contacting Customer Support for assistance, gather as much information as possible. This includes:
- Company name and contact information
- System model
- Serial number of the affected component(s)
- Accessories in use
- Detailed information about the issue:
- Troubleshooting performed on the equipment so far
- Operating conditions that created the symptoms
- Anything new or unusual about the system or operations
- Photos and/or videos highlighting the problem
VideoRay's Support web page also has additional information about a variety of topics, including:
- Principles of Customer Interactions
- Customer Care Philosophy
- Technical Support Policy
- Authorized Service Center Regional Support