Please e-mail your problem report to one of the following addresses. Please read our guidelines for submitting a problem report before proceeding.
Digital X-ray Processors general and support questions: email@example.com
Please send your comments about XIA web pages: firstname.lastname@example.org
XIA Digital Processors are digitally controlled, high performance products for X-ray and gamma-ray spectroscopy. All settings can be changed under computer control, including gains, peaking times, pileup inspection criteria, and ADC conversion gain. The hardware itself is very reliable (no moving parts!). Most problems are not related to hardware failures, but rather to setup procedures and to parameter settings. XIA’s software includes several consistency checks to help select the best parameter values. However, due to large number of possible combinations the user may occasionally request parameter values which conflict among themselves. This can cause the unit to report data which apparently make no sense (such as bad peak resolution or even empty spectra). Each time a problem is reported to us, we diagnose it and include necessary modifications in the new versions of our control programs, as well as add the problem description to the FAQ list.
As a first step in diagnosing a problem, it is sometimes helpful to consult most recent data sheets and user manuals for a given product, available in pdf format from the XIA web site. Since these documents may have been updated since the product was purchased, they may contain information that help solve a problem in question.
Please check your software/firmware before submitting a problem report:
It is important that the XIA product is being driven by the most recent software/firmware combination, since most problems are actually solved at the software level. Check here for the most up to date standard versions of software and firmware. Please contact us if you are running semi-custom or proprietary firmware code. (Note: it is a good idea to make backup copies of your existing software and firmware before you update)
XIA encourages customers to report any problems encountered using any of our software. Unfortunately, due to limited resources XIA is unable to handle bug reports over the phone. In most cases, the XIA engineering team will need to review the bug information and run tests on their hardware before being able to respond.
All software-related bug reports should be emailed to email@example.com, and should contain the following information, which will be used by our technical support personnel to diagnose and solve the problem:
- Your name and organization
- Brief description of the application (type of detector, relevant experimental conditions…etc.)
- XIA hardware name and serial number
- Version of the library (if applicable)
- Description of the problem; steps taken to re-create the bug
- Supporting data:
The most important are digital settings of the spectrometer unit, i.e., the values of the DSP parameters such as the decimation, filter length, etc. The values of these parameters can be captured into an ASCII file by executing an appropriate command from the user interface menu (such as “Parameters –> Save As…”, or similar). Please attach a copy of this file if possible.
Capturing an oscilloscope image of the preamp output will be extremely helpful. This can be done either with a digital scope or with the internal scope function. Important features to capture are the signal amplitude, rise time, decay time (if applicable), and any noise present on the signal.
Email the problem report to firstname.lastname@example.org. Please include the name of the product in the subject line, (eg XMAP)