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Diagnosis
Machine will not cycle, force is wrong, turret or autofocus fails, camera will not open, report will not generate.
Describe a faultExisting customer support
Keep the machine, optics, software and method working as one system.
Download the manual, identify a spare, arrange repair or calibration, plan an upgrade, or send the details that let a Multitek engineer begin diagnosing.
Support paths
Choose the request that matches the problem.
S
Spares
Balls, indenters, holders, anvils, optics, lamps, cameras, controls, switches, load components and model-specific parts.
Request a spareR
Repair
Inspection, fault finding, mechanical/electrical repair, optical restoration and return-to-service verification.
Plan a repairU
Upgrade
Digital optics, camera replacement, BMS Essentials, PC migration, reports, motorization and automation assessment.
Assess an upgradeC
Calibration
Force, indenter, optical measurement, reference-block checks and accredited calibration coordination.
Calibration supportA
AMC & training
Planned preventive maintenance, recurring calibration coordination, operator refresher training and lifecycle support.
Discuss AMCBMS Essentials documentation
Operator & Supervisor Manual
The current manual covers safe setup, licensing, camera configuration, calibration, autofocus, indentation detection, measurement, results, reporting, backup and troubleshooting.
Before contacting service
- record the machine model and serial number;
- open About and record the software version;
- copy the exact on-screen message;
- describe the last successful operation and what changed;
- note the selected ball, force, objective and camera;
- take a screenshot if the symptom is visible;
- state whether production is stopped.
Safe first checks
Checks that do not require bypassing a guard.
| Symptom | Safe first checks | Stop and contact service when |
|---|---|---|
| Machine will not connect | Power, cable, selected COM port, USB adapter, emergency stop and machine start-up state. | The wrong machine identity appears, reconnect repeatedly fails, or controls behave unexpectedly. |
| Camera shows no live image | Camera power/USB, BMS Camera Setup device and mode, another application using the camera. | The device disconnects repeatedly, heats, smells, or Windows reports a hardware fault. |
| Autofocus fails | Correct objective, specimen height, lighting/contrast, camera live state and diagnostic log. | The Z axis reaches a limit, collides, moves opposite to command, or reports overload. |
| HBW is plainly wrong | Selected ball, force, highlighted lens, two diameters, calibration and a certified reference block. | Reference checks fail or force/optics cannot be verified. |
| Report will not save | Writable folder, template/header paths, open Excel files, disk space and valid result rows. | The database or service-pack folder is missing/corrupt. |
Do not: bypass an interlock, adjust force, edit calibration factors, open electrical panels or clear an overload without the authorized machine procedure.
Spare-part identification
A photograph is useful. A serial number is better.
Machines evolve and visually similar parts can have different geometry, wiring or calibration implications. For a correct spare-part quotation, provide:
- machine model and serial number plate;
- part location and function;
- clear overall and close-up photographs;
- markings, dimensions and connector details;
- quantity and urgency;
- failure description—do not discard the old part.
Common support categories
Protect customer data
Do not send licence files, passwords or sensitive drawings in the first email.
For a licence issue, send the machine and software details—not the licence file. If diagnosis genuinely needs a database, log or production file, service will explain what is needed and arrange an approved route.
FAQ
Support questions
What should I include in a support request?
Include the machine model and serial number, software version, exact symptom/message, what changed, photos or screenshots where safe, and whether production is stopped.
Can Multitek supply spare Brinell balls and indenters?
Yes, subject to machine model and scale. Send the machine serial number, ball diameter, holder details and existing part photographs so the correct item can be identified.
Can an older Brinell tester be upgraded with camera software?
Many machines can be assessed for a digital optical system or BMS Essentials, but compatibility depends on optical access, resolution, calibration, mechanics and workflow.
Should I email my licence file?
No. Quote the machine, software version and licence symptom. If a file is genuinely needed, Multitek service will provide an approved transfer route.