SERVICE & REPAIR
We pride ourselves in pleasant & responsive service.
We’re here to help you get back up and running in no time.
Start with our troubleshooting tips before you move onto the repair process.
Many problems require just a quick in-house fix by your team.
Click below to jump ahead to:
TROUBLESHOOTING
Try these quick fixes before beginning the repair process:
1
CHECK THE CABLES
3/4 of scanner problems can be traced to bad cables! Look for obvious breaks, and make sure the Ethernet/Link LED on the scanner is on.
2
USE THE SOFTWARE
Test the scanner connection using JSDiag for JS-20/25 scanners or SensorTester for JS-50 scanners.
3
SWAP OUT THE SCANNER
If the new scanner is bad, you may have a cable problem.
Still having problems? Move on to the Repair Process below.
REPAIR PROCESS
1
FILL OUT AN RMA FORM
Open a fillable PDF in a new window by clicking below.
JS-20 & 25 RMA Form
JS-50 RMA Form
2
DOUBLE CHECK YOUR FORMÂ
Please make sure you have the serial number correct.
3
SEND US YOUR RMA FORMÂ
Email us a copy to service@joescan.com
or print it out and put it in the box with your scanner.
4
SEND US YOUR SCANNERÂ
We recommend packing it up in the box it came in.
Our mailing address is:
2311 E 1st Street, Vancouver, WA 98661
5
WE’LL SEND YOU AN RMA NUMBER
Once we have received your scanner(s).
1
2
DOUBLE CHECK YOUR FORMÂ
Please make sure you have the serial number correct.
3
SEND US YOUR RMA FORMÂ
Email us a copy to service@joescan.com
or print it out and put it in the box with your scanner.
4
SEND US YOUR SCANNER
We recommend packing it up in the box it came in.
Our mailing address is:
2311 E 1st Street, Vancouver, WA 98661
5
WE’LL SEND YOU AN RMA NUMBER
Once we have received your scanner(s).
If you need help with the repair process, please don’t hesitate to give us a shout.
Your productivity is our priority.
We work hard to get your scanners back in the field fast.
ABOUT REPAIR TIMES
Repairs completed and returned within
3 business days
Repairs completed and returned within
4 business days
WARRANTY INFO
PRODUCT WARRANTY
Every JoeScan scanner is covered by a 5-year limited warranty that begins when we ship it to you. This policy protects you from manufacturing defects and faulty components.
If a scan head is found to be faulty, we will either repair or replace the product at no charge. It’s that simple.
SUPPORT POLICY
We want upgrade decisions to be made by you, not by “planned obsolescence”.
That’s why we support every new JoeScan for 10 years from the date we ship to you. You can count on us to provide after-warranty repair service and replacement parts during this period.
MADE TO BE
SIMPLE
MADE TO BE
RELIABLE
MADE FOR