Tray Fault
Troubles with tray 2 not opening and tray 5 not opening after a cd has been put in for copying to.
Setrial number of machine is DUP80235063
Rating:47% (1490 Votes)
vote: + -
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| David - 2007-12-04 15:50:13 |
Hi Andrew,
I will speak to our engineers and see if they have any suggestions. I'll let you know the best course of action as soon as posisble. Kind Regards, [edited] |
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| David - 2007-12-19 14:01:42 |
Hi Andrew, Many apologies for not getting back to you sooner. Is it always trays 2 and 5 that do not open? Do they fail to eject after you have sucessfully burnt discs with the other drives, or does this happen even before you try to copy? |
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| Customer - 2007-12-19 14:05:46 |
Tray 2 will not open at all.
Tray 5 will accept the disc but will not burn any information and then not eject (5 disks entered 4 burn and 1 gets rejected in tray 5).
All other trays work fine and eject after data has been burnt. |
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| David - 2007-12-19 14:18:31 |
Hi Andrew, thank you for the prompt reply.
The best initial step would be to reset the machine back to default settings. This can be done through the 'utilities' option in the menu. If that does not work, let me know and I will send you a copy of the firmware to re-flash.
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| Customer - 2008-01-09 09:04:13 |
Appologies for the delay in responding.
We have reset to the default settings but the tray 2 will still not open.
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| Derick - 2008-01-09 17:16:01 |
Hi Andrew, can you please supply the Stordigital serial number? It should be located on the back of the duplicator and begin with 00*****. Many thanks, we hope to have the problems sorted out as soon as possible. Kind regards, [edited] |
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| David - 2008-01-10 10:27:19 |
Hi Andrew,
Thanks for that. I've spoken with our technicians and they seem to think firmware will not completly resolve the issue you're having. I will therefore authorise the return of the duplicator for repair.
Please fill out the following RMA request form, and we'll get the process underway. Kind Regards, [edited] |
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| Customer - 2008-01-11 08:40:33 |
Surprised that having now received a RMA to send the product back, I am expected to pay for the postage/delivery? |
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| David - 2008-01-11 11:34:37 |
Hi Andrew,
The warranty on all our of products is return to base.
Once the unit is returned to us (at your cost), it will of course be repaired, fully tested, and sent back to you at no additional charge. Kind Regards, [edited] |
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| Customer - 2008-01-28 15:46:56 |
Is it possible to have an update on the repair situation please.
The item was sent via Interlink on Friday 18th January to be with you for Monday 21st.
Thanks,
Andrew Brooks |
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| Derick - 2008-01-31 19:29:36 |
Hi Andrew, we are ready to return your duplicator. It has been thoroughly tested and there is,at present,no sign of a drive tray problem. I did reload the controller firmware for you so this might have cleared it. Kind regards, [edited] |
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| Jen Holden - 2008-02-05 14:46:37 |
Hi Andrew
Please confirm you are happy for us to ship the unit back as 'no fault found'? If you wish to speak to us please call [edited]. We will wait until you confirm you are okay for us to send it back as it is, before we can ship out.
Kind regards
[edited] |
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| Jen Holden - 2008-02-06 18:27:56 |
Hi Andrew
Just confirming we have sent the unit back today (as agreed on phone with Derick).
Please note this ticket will now be closed, if you need anything else please open a new ticket or email [edited].
Kind regards,
[edited] |
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| Customer - 2008-02-15 09:39:10 |
Have received the unit and started using today. Tray 2 still does open. please either send out an engineer or a replacement product as soon as possible.
Regards,
Andrew
[edited] |
