Question 1: Unstable reading and fluctuating measurement results
Customer: When testing the contact resistance of high voltage circuit breaker, the measured value keeps jumping and cannot get stable reading. What causes this issue?
Manufacturer: Check if the test clamps and contact surfaces are oxidized, dirty or loose. Polish the metal contact points to remove rust and oxide layer before clamping. Ensure the test cables are intact without breakage. Avoid strong electromagnetic interference near the test site. Reconnect the clamps tightly and restart the instrument to retest. If the problem still exists, stop testing and contact technical support. Do not disassemble the instrument by yourself.
Question 2: Instrument cannot boot, screen no display after power on
Customer: Press the power button but the device fails to start and the touch screen stays dark. What leads to this fault?
Manufacturer: Check the battery power level first and recharge the battery if it is depleted. Inspect the power button for damage. Check if the charging port is loose or contaminated. Connect the charger and wait for 30 minutes then try powering on again. Do not charge the instrument in wet environment. If screen still has no display, stop operation and contact technical support. Do not open the instrument shell for maintenance.
Question 3: Test fails, instrument shows overcurrent alarm
Customer: After starting the measurement, the instrument triggers overcurrent alarm immediately and stops the test automatically. What is the reason?
Manufacturer: Check whether the test wires are connected incorrectly or short-circuited. Confirm that the tested circuit breaker is in open state and there is no short circuit on the tested object. Check whether the test clamps touch two different conductive points at the same time. Disconnect power and recheck all wiring connections. Restart the instrument and redo the test. If the alarm keeps appearing, stop testing and contact technical support. Do not continue the test under alarm condition.
Question 4: Cannot save or export test data after measurement
Customer: The resistance test is completed successfully, but the instrument cannot save the measured data, and data cannot be exported via USB. What causes this problem?
Manufacturer: Check the remaining storage space of the instrument. Complete the whole test process fully before clicking save. Confirm the USB flash drive is formatted correctly and free of virus when exporting data. Avoid power cut suddenly during data saving or exporting. Reboot the instrument and perform a new test to try saving again. If it still fails, stop using and contact technical support. Do not format internal storage without professional guidance.
Question 5: Touch screen insensitive or no response when tapping
Customer: When operating the instrument, the touch screen responds slowly or has no reaction after tapping the icons. What causes this phenomenon?
Manufacturer: Check if the screen surface is covered with water, dust or oil stain, wipe the screen gently with clean soft cloth. Check whether the screen protective film is too thick and affects touch operation. Restart the instrument to refresh the touch system. Avoid operating in strong sunlight or extreme high and low temperature environment. If touch function remains abnormal after restart, stop operation and contact technical support. Do not scratch the screen surface with hard objects.
Question 6: Shipping Method
Customer: If we place an order, how do you typically ship the goods? Will there be any issues with transporting bulky items such as reactors?
Manufacturer: We default to using dedicated logistics lines or brand-specific express shipping services; small-sized main units and accessories may also be shipped via standard courier services. Large items, such as reactors and excitation transformers, are packed using wooden crates or wooden frames for reinforcement to prevent bumps and moisture exposure during transit; a packing list is included with each package to facilitate item-by-item counting for you. Logistics costs are typically determined by both parties in accordance with the contract terms; after shipment, we will send you both the tracking number and the carrier's contact phone number for easy tracking.If your project site is remote or if delivery to the site is required with a specified logistics company, please inform us in advance when placing your order; we can then coordinate and arrange accordingly.
Question 7: Delivery Lead Time
Customer: Our project is under tight deadlines; how long will it take for the order to be shipped after we place it? Can we request expedited shipping?
Manufacturer: Standard specifications – stock available; typically delivered upon receipt of the order. Orders can be shipped within [X] working days; for non-standard products requiring customized voltage levels, capacities, or reactor combination configurations, the production cycle typically ranges from [X] to [Y] days.The delivery time will be approximately 7-15 working days; the specific timeline shall be subject to the sales confirmation provided upon order placement. If your project has a tight schedule, please inform us of the latest expected delivery date before placing your order; we will first verify the production schedule and inventory status, and where possible, will coordinate expedited production and prioritize shipment. However, it is recommended to allocate sufficient transit time for logistics to avoid delaying on-site testing.
Question 8: After-sales Service and Warranty
Customer: What is the warranty period for this equipment? If any issues arise during on-site use, how will your after-sales service respond?
Manufacturer: We provide a two-year free warranty on the entire unit and lifelong technical support services. During the warranty period, if issues arise due to defects in the equipment itself, we will provide free repair or replacement of components; when problems occur on-site, we commit to responding within 24 hours; most wiring and parameter configuration issues can be resolved through remote guidance via video or telephone; for cases where an on-site visit is necessary, we will arrange for our technicians to arrive at the location to resolve the issue. After the warranty period expires, we still offer repair services, with spare parts supplied at cost price for the long term, and software updates provided free of charge for life. Upon delivery of the equipment, we also offer free operational training (video operation guides)to ensure that your testing personnel can operate the equipment independently and proficiently; should you have any further questions, please feel free to contact our dedicated after-sales hotline directly.
Question 9: Shipping methods for each region (Sea freight)
Customer: Our projects are distributed across several states, and our procurement volumes are substantial; are the shipping methods consistent across all states? How is the delivery time calculated?
Manufacturer: The specifications are identical; however, it should be specifically noted that this equipment set is large in size and heavy in weight—components such as the reactor and excitation transformer are all classified as heavy components. Therefore, regardless of which state or region the shipment is destined for, we will uniformly utilize sea freight transportation. The packaging employs export-grade wooden crates with reinforced structures, along with moisture-proof and rust-proof treatments; the design of these wooden crates is optimized for long-distance sea transport and multiple lifting and transshipment operations. Upon arrival at the destination, simply unpack the goods and conduct an inspection before putting them into use. Regarding delivery time, the sea freight transit period depends on the port of destination: near-sea routes are generally faster, whereas ocean routes may take longer; the exact number of days will be confirmed based on the shipping schedule specified in the bill of lading. We have a dedicated freight forwarding agency to handle booking of shipping space, customs declaration, insurance, and other related procedures; once the vessel departs, we will send you documents such as the bill of lading and the packing list, enabling you to arrange for the receipt of goods at the port of destination and their inland transshipment in advance.
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