# Contacting Keysight

To contact Keysight, visit www.keysight.com/find/contactus

For software updates, go to https://www.keysight.com/find/infiniium-xr-sw.

## Returning the Oscilloscope for Service

The instructions in this section show you how to contact Keysight Technologies and how to properly package an instrument for return to a Keysight Technologies service office. Always contact the Keysight Technologies Instrument Contact Center to initiate service before returning the instrument to a service office. This ensures that the repair (or calibration) can be properly tracked and that your instrument will be returned to you as quickly as possible. For technical assistance, contact your local Keysight Call Center.

If the instrument is still under warranty or is covered by a maintenance contract, it will be repaired under the terms of the warranty or contract. If the instrument is no longer under warranty or is not covered by a maintenance plan, Keysight Technologies will notify you of the cost of the repair after examining the unit.

Remember to always make backups of important files. Data stored on the instrument hard disk may be erased after a repair. You can restore the files from the backup.

1. Write a complete description of the failure and attach it to the instrument. Include any specific performance details related to the problem. The following information should be returned with the instrument.

- Type of service required.
- Date instrument was returned for repair.
- Description of the problem:
- Whether problem is constant or intermittent.
- Whether instrument is temperature-sensitive.
- Whether instrument is vibration-sensitive.
- Instrument settings required to reproduce the problem.
- Performance data.
- Company name and return address.
- Name and phone number of technical contact person.
- Model number of returned instrument.
- Full serial number of returned instrument.
- List of any accessories returned with instrument.
- The original cal data disks.

2. Cover all front or rear-panel connectors that were originally covered when you first received the instrument.

Cover electrical connectors to protect sensitive components from electrostatic damage. Cover optical connectors to protect them from damage due to physical contact or dust.

Instrument damage can result from using packaging materials other than the original materials. Never use styrene pellets as packaging material. They do not adequately cushion the instrument or prevent it from shifting in the carton. They may also cause instrument damage by generating static electricity.

3. Pack the instrument in the original shipping containers. Original materials are available through any Keysight Technologies office. Or, use the following guidelines:

- Wrap the instrument in anti-static plastic to reduce the possibility of damage caused by electrostatic discharge.
- For instruments weighing less than 54 kg (120 lb), use a double-walled, corrugated cardboard carton of 159 kg (350 lb) test strength.
- The carton must be large enough to allow approximately 7 cm (3 inches) on all sides of the instrument for packing material, and strong enough to accommodate the weight of the instrument.
- Surround the equipment with approximately 7 cm (3 inches) of packing material, to protect the instrument and prevent it from moving in the carton. If packing foam is not available, the best alternative is S.D-240 Air Cap from Sealed Air Corporation (Commerce, California 90001). Air Cap looks like a plastic sheet filled with air bubbles. Use the pink (antistatic) Air Cap to reduce static electricity. Wrapping the instrument several times in this material will protect the instrument and prevent it from moving in the carton.

4. Seal the carton with strong nylon adhesive tape.
5. Mark the carton "FRAGILE, HANDLE WITH CARE".
6. Retain copies of all shipping papers.