Hi Catrin,
Sorry to hear you are experiencing problems with your duplicator. It is best if you call 0208 293 0777 and speak with one of our duplicator technicians. Hopefully they can assist you in fixing the problem over the phone, but it is possible the machine may have to be sent back to us if the fault is found to be hardware related. Please have our invoice number or StorDigital serial number to hand when you call.
Kind Regards,

David

Hi Catrin,
Your authorisation number is N4421-OOW-3447 (separate poset with paperwork has already been sent to you). Please note that there is an evaluation fee of £75.00 plus VAT to diagnose the fault for out of warranty repairs. You will then be sent a quote for the cost of repair. Should you wish to go ahead with the work, the evaluation fee will be removed from your bill (so you pay only for labour and any necessary components).
Kind Regards,
Tom

Hi Catrin,
Before we update the firmware of your duplicator we will reload default settings. In order to do it you will need to press and hold red ESC button to bring the advanced menu. Please scroll down and select load default (this will load default settings). Once this is done please try to copy one or two DVDs . if the problem still persists you can unzip the file with the firmware that has been sent to you via email and burn it to a blank CD. Now having the disc ready you will need to press and hold red ESC button to bring the advanced menu again. Please scroll down and select update firmware, press enter and load a cd you have just created and follow onscreen instructions. if you still are unable to copy your DVDs you will need to send the machine back for repair.
Kind Regards,
Tom