You Need More Information?
Please Don't Hesitate to Ask!
We will try to answer your requests within one business day. Please understand that we can only process your questions properly, if you supply all of the following information via email, fax or letter:
- a written description of the problem,
- the camera information (i button in the blue bar above the image or open Admin Menu > Hardware and Release Information),
- a test image attached to the email, if you would like to get help on image settings.
Our support team can only help you efficiently if you fully supply this information.
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Our international support staff can be reached at intl-support@mobotix.com from Monday to Friday from 8 a.m. to 6 p.m. (German time). We hope you will understand that MOBOTIX cannot provide telephone support (Tel. 0844 800 8257) until you have submitted the information as indicated above. |
The support team asks you to send the configuration file of the camera?
You will find the configuration file in the Admin Menu> Save current configuration to local computer. Remember to open the file in a text editor and delete the passwords of your ISDN, FTP and email profiles before you send the file to us.
You need to send a camera back to MOBOTIX?
In this case you need an RMA number which will be assigned by your distributor or reseller. Please do not send cameras without an RMA number as this would incur further costs.
You require repair services?
If MOBOTIX provides repair services for a camera after a defect or malfunction has been reported and there is no actual material defect or defect inquality, the customer will be charged a flat rate of EUR 100 to cover the costs incurred. MOBOTIX will assume the costs for troubleshooting.
