Always contact IPS first before shipping equipment! If you experience a problem with your scanner unit or program, please call technical support for assistance. We can often resolve the problem by phone and avoid shipping equipment.
If your scanner requires in-house repairs, we will overnight you a loaner unit to use while we troubleshoot your problem. When you receive the loaner, please make sure no damage occurred in shipping. Turn the unit on and test the scanning, printing and display functions.
Once you are sure the loaner unit functions properly, please pack your scanner in the loaner packaging. Remove any labels or batteries from your scanner and insert it into the protective plastic sleeve before placing it in the molded cardboard tray. Always read the enclosed slip to make sure that all necessary items are included before shipping.
While you are using the loaner, please notify us immediately if you encounter the same problem for which your scanner is being repaired. Any information you provide us will make repairs much quicker.
Once your scanner is fixed, we will ship it back to you. Please make sure your repaired scanner functions properly before returning the loaner. When you are certain your scanner unit functions properly, repackage the loaner unit with any other required equipment and return it to IPS.
If at any point in the process you have questions, please contact technical support and a technical specialist will be happy to assist you.