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Support

Pre check

  1. First check your wiring (usb cable, sdi cable, etc.)
  2. Make sure to use a proper power supply
  3. Make sure to download the latest package for your camera
  4. And update your camera to the latest version
  5. If you're using Cyanview, do the same for your RCP and RIO (latest means latest, including RC)
  6. Make sure to check serial drivers are installed on your computer
  7. Make sure you rebooted your computer to start "clean"

Getting help

If your issue is still not solved after this pre check:

  1. Note your camera model and serial if possible.
  2. Note your versions (camera, software, etc.)
  3. Note your OS (windows, mac)
  4. Take a picture or video of your camera where we can clearly see the full kit (wiring, etc.) and issue.
  5. Send a mail to support@proton-camera.com with all these informations and a description of your issue.
  6. The team will answer you as soon as possible.

RMA procedure

If your issue can't be solved remotely, the support team will get back to you:

  1. We will send you a RMA number, so you and us can track your issue
  2. Once you have this RMA number, you can ship it to us:
PROTON Camera Innovations GmbH
Fockestraße 15
30827 Garbsen
Germany
  1. Make sure to mention the RMA somewhere in the box so when we receive it, we know what's the issue
  2. Make sure to not send it "for repair" and prefer putting a "pro format invoice" with a low value. Sending it as a repair will make it a temporary import, and slows down the whole process.
  3. Make sure to ship it during week days as it's our office.
  4. Once shipped, send us by mail at support@proton-camera.com : the RMA number + the tracking number.
warning

Never ship anything to us without:

  • Checking with our team
  • RMA number

If your device is under warranty (dates and causes) : you will simply receive the device back as fast as possible. Usually this process takes one week round trip.

If your device is not under warranty (too old or damaged like : case opened, cables modified, etc.):

  • We send you a quote for the repair cost (goods, time, etc.)
  • You validate the quote
  • We send you an invoice
  • Once paid, we ship the device back to you

Graph

You can find a diagram showing the whole process: