At LDARtools we strive to provide best customers' support to aid you in using our
products and services. We provide support in as many ways as possible through different
types of medias.
Even so, we realize it's not enough. To better assist you, we have provided
Contact Us page where you can email or call us.
support > frequently asked questions
How can we place an order?
Credit Card orders can be placed online at
LDAR Store. For information on ordering with a Purchase Order, email
Sales.
What’s a phx21 log/calibration File?
When connected to a datalogger, phx21 logs all systems vitals every 2 seconds. We
use this to diagnose problems in the analyzer.
When should I send a log file to LDARtools?
Anytime you are having a problem with a phx21. Some examples: H2 supply running
out, Battery not lasting all day, condensation, calibration problems, drift problems,
ignition problems, unexplained flameouts or anytime you have to open the case for
any reason.
I am pretty sure that I know what the problem is, why should I send the Log file?
For one, it’s diagnostic confirmation. Before you start changing expensive parts,
the experts at LDARtools can confirm that you are about to actually fix the problem.
Secondly, it’s a great time to get a system check on your machine. Thirdly, it is
an opportunity for LDARtools to learn about what is happening in the field with
phx21. We like to see what is failing- it helps us improve our products.
I used multiple dataloggers, which one should I get the log file from?
As the file is created in real time, LDARtools will need the file from the datalogger
that was connected at the time of the issue. For example, if the issue occurred
during calibration or drift, we will need the Cal and Log file off the calibration
datalogger or spanbox3.
What kind of information does the log file contain?
Once the Raw file is converted in our software to a meaningful format we will see
something like this for the ignition cycle:
|
Time
|
phxID
|
Ambient Temp
|
FID temp
|
Exhaust Pressure
|
Low Pressue H2
|
Battery voltage
|
h2 supply
|
Pump Power Level
|
PPM
|
Glow plug 1
|
Glow Plug 2
|
H2 solenoid 1
|
H2 solenoid 2
|
Pump
|
|
6:30:01
|
1112
|
72F
|
72F
|
0
|
6.0
|
8.2
|
1800
|
0
|
0
|
Off
|
Off
|
Off
|
Off
|
Off
|
|
6:30:03
|
1112
|
72F
|
72F
|
1.75
|
4.2
|
7.5
|
1798
|
70
|
0
|
On
|
Off
|
On
|
On
|
On
|
|
6:30:05
|
1112
|
72F
|
700F
|
1.75
|
5.5
|
8.1
|
1795
|
70
|
3.5
|
Off
|
Off
|
On
|
On
|
On
|
|
6:30:07
|
1112
|
72F
|
250F
|
1.75
|
5.5
|
8.1
|
1792
|
70
|
3.6
|
Off
|
Off
|
On
|
Off
|
On
|
As you can see, there is a lot of data collected by the phx21 log and it can be
very valuable. This is only a clip of 7 seconds!
How do I send LDARtools a log file?
The process is very easy. Attach your datalogger to a PC and report an issue at
LDARtools.com under support. Complete instructions can be found there.
support > report an issue
Report an Issue for non-members.
We spent countless hours improving our products. However, we realize we might have
missed a specific situation that can only be experienced by our clients.
Therefore we ask our clients to help us report any issues, glitchs or flaws in our
hardware, equipment and software.
If you have registered, please log in with your user name and password and click
on Report an Issue.
If you are not a member yet, you can report and issue
Here. Registration is easy and
it's part of the free tools we provide for our users.
support > marketing
To better educate you about our products, we provide documentation for all of our
hardware, software and equipment.
Please use this documentation links below to find general information. For operating
instructions please view our Product Manuals
Available Documentation:
support > product manuals
We like the old saying, "a book is our best teacher", because the information we
need is there all the time, anytime we need access to it.
Our bank of manuals for each product are available to our clients as yet another
way to provide support.
Rest assure if you can't find what you need in the manual, just
Contact Us via phone or email. We are more than happy to assist you.
Available Manuals:
support > repair
In order to better assist you, we provide online communication with our users for
returning merchandise.
Our Report Issue is available to registered
users. We provide simple form and it takes less than five minutes to complete.
support > warranty
Please download our Warranty information:
Warranty Info
We realize some of the equipments you bought from us might be the main tools you
use to run your business. There is nohing worse than having a problem with your
main tools.
In order to give you confidence in our products, we provide full warranty for every
hardware equipments and software you purchase with us.
Claim a warranty is even easier, just Contact Us
through the phone or email and we will make your merchandise is taken care of.