We are pleased that you'd like to get in touch with us.

Sales
T +49 (0) 6157 9878 0

Technical support
T +49 6157 9878 2500

Servicing
T +49 6157 9878 2700

Switchboard
T +49 6157 9878 0

Job Application
T +49 6157 9878 0

PRIMES GmbH
Max-Planck-Str. 2 (goods acceptance)
Max-Planck-Str. 5 (visitor entrance)
64319 Pfungstadt
Germany

 

Contact

To the contact page

Contact

RMA / Return number!

Request a RMA / return number quickly and easily

RMA

Do you have a question about PRIMES services and devices?
Choose a subject area:

General, Service

Our PRIMES measurement device has stopped working. What can I do?

Please contact our technical services to address all issues as quickly as possible:

support@primes.de
Tel +49 (6157) 9878-2500

Please have the following information ready when you call:

  • Symptoms/cause of the issue
  • Device name and serial number
  • Order number and/or date of purchase
  • The wavelength to which the device is calibrated

Last update on 13.08.2020 by Ixtensa.

How often should PRIMES measuring instruments be serviced/calibrated?

We recommend annual maintenance and calibration, in case of infrequent use every two years.

Please keep in mind any regulations of your own quality assurance.

Last update on 24.01.2023 by Stefanie Kokemüller.

Where should I send the device for maintenance, calibration or repair?

You can quickly and conveniently generate a return merchandise authorisation (RMA) and a returns note from the Support/RMA menu option.

If possible, please place the device in its original packaging and send it by secure courier to the following address:

PRIMES GmbH
Technical Service
Max-Planck-Str. 2
64319 Pfungstadt
Germany

Last update on 19.08.2020 by Ixtensa.

What can I do if I receive a damaged parcel from PRIMES?

Immediately check the goods you have received for transport damage. Ask the carrier to sign a receipt confirming any visible damage. In general, the carrier will refuse to accept any claims you raise later on.

Unless otherwise agreed, PRIMES always sends its devices ex works. This means we are not liable for transport damage.

Last update on 07.08.2015 by Ixtensa.

Do I need to drain the device's cooling circuit before transport?

Yes, please drain the device's cooling circuit and insert the supplied sealing plugs. Do NOT use compressed air to flush out the system!

Temperatures may fall to below freezing point during transport, especially during the cold winter months. This may damage the cooling circuit. Moreover, germs - and associated contamination – spread much faster in standing water than in drained systems.

Last update on 16.03.2023 by Ixtensa.

Do I also have to send back the accessories?

Please return the devices if possible in their original packaging with all accessories, as any subsequent calibration of the devices using other cables, converters, etc may cause measurement inaccuracies (discrepancies).

Last update on 07.08.2015 by Ixtensa.

Where can I obtain an RMA no.?

You will find the form to apply for an RMA no. under the menu item Support/RMA.

Last update on 19.08.2020 by Ixtensa.

What is WEEE Reg. No. for PRIMES?

DE65549202

Last update on 07.08.2015 by Ixtensa.

How should I dispose of a PRIMES measurement device?

Disposal instructions

PRIMES is obliged under the Electrical and Electronic Device Law (ElektroG) to dispose of any PRIMES measurement device manufactured after August 2005 free of charge.
PRIMES is registered as a manufacturer with the national register for waste electric equipment (EAR) under the number WEEE Reg. No. DE65549202.

Please use our RMA form to quickly and easily register the disposal and print out a return note.

Send the PRIMES measurement devices you wish to dispose of free of charge to our address:

PRIMES GmbH
Max-Planck-Str. 2
64319 Pfungstadt
Germany

This service does not include shipping costs.

Last update on 22.06.2022 by Stefanie Kokemüller.

How should I dispose of PRIMES packaging?

Within the framework of the Packaging Act (VerpackG), PRIMES offers the possibility to return used, completely empty packaging of PRIMES products for proper recycling.

You can return the packaging for free disposal to our address:

PRIMES GmbH
Max-Planck-Str. 2
64319 Pfungstadt
Germany

This service does not include shipping costs.

Last update on 22.06.2022 by Stefanie Kokemüller.

Back to top

Measurement devices

BeamMonitor/BeamMonitor-HQ:
No beam is identified. What should I do?

Please check the direction in which the beam enters the device. Sometimes the direction of beam entrance is not noted explicitly on the housing, especially in older devices. The beam always enters from the side with the holes for the fastening screws.

Last update on 07.08.2015 by Ixtensa.

BeamMonitor/BeamMonitor-HQ:
What is the best way to mount the BeamMonitor?

Please make sure that you have secured your device against slipping. If you are using the bores on the device for this purpose, the screws must not protrude into the housing of the BeamMonitor by more than 5 mm. Longer screws may collide with mechanical components installed inside.

Last update on 07.08.2015 by Ixtensa.

FocusMonitor:
Unable to communicate with the PRIMES measurement device. What can I do?

Communication – free communication: Interface – check the selection and the COM port. Enter the MAC and/or IP address of the measurement device if you are using Ethernet. Check whether the driver for the USB converter is installed on your computer.

Last update on 07.08.2015 by Ixtensa.

FocusMonitor:
There are a lot of fill factor errors. How should I interpret that?

Check the configuration of the fill factor: It should not be less than 35 % or greater than 70 %. Ideal values are between 50 and 60 %. Any narrower ranges require prior review of current distribution.

Last update on 07.08.2015 by Ixtensa.

FocusMonitor:
Only one fill factor error is shown. What does this mean, and how can I fix it?

The number of iterations was too small. The performance or position of the laser beam changed during the measurement.
Remedy: Manually overwrite the usually individual plane – to do this, repeat the measurement on this plane.

Last update on 07.08.2015 by Ixtensa.

FocusMonitor:
Signal overload, saturation/clipping is shown in the LDS. How can I stop this happening?

  • Reduce detector amplification
  • Increase scan speed
  • Switch the detector if a multi-stage detector is fitted
  • Use a low-sensitivity test prod

Attention: Always adhere to the recommended maximum power density on the test prod!

Last update on 07.08.2015 by Ixtensa.

FocusMonitor:
The FocusMonitor failed to detect the beam. What could cause this?

  • The pre-selected aperture is too small
  • A small aperture is not positionally aligned with the laser beam
  • The laser beam lies outside of the largest scan area
  • The laser is switched off
  • The signal is too weak or the system sensitivity is too low
  • The test prod is defective

Last update on 07.08.2015 by Ixtensa.

FocusMonitor:
The measurement stops after a few planes. How can I perform a complete measurement?

Check the temperature of the test prod, the rotational disc and the detector.
Please note: Scattered radiation, sunlight, radiant heaters and even obstructions to natural convection must not cause the device to heat up to over 50°C.

Last update on 07.08.2015 by Ixtensa.

Combination of the FocusMonitor and the PowerMonitor:
Measurement is not possible. What can I do?

If the FocusMonitor and PowerMonitor are used in a bus, the PM will block the FM as soon as the flow rate in the coolant circuit of the PowerMonitor is too low.

Last update on 07.08.2015 by Ixtensa.

PowerMeasuringModule:
Why does it show too little power?

Check that the beam diameter is not too large. Do not exceed a beam diameter of 25 mm – or 30 mm as a maximum – to prevent loss of laser power at the aperture. Otherwise there is the risk that some of the beam will not be registered.

Last update on 07.08.2015 by Ixtensa.

PowerMeasuringModule:
Can I close the shutter directly after the irradiation?

As soon as the measurement result is indicated, the shutter can be closed.

Last update on 23.05.2017 by Stefanie Kokemüller.

PowerMonitor/EC-PowerMonitor:
How can I perform a power measurement using the PowerMonitorSoftware?

  • Make sure that the cable and the cooler water are connected correctly and that the device is switched on. Only then should you start the PowerMonitorSoftware. Adjust the flow rate to 7-8 l/min (with at least 0.8l/min per kW of laser power). The software will not permit a measurement if the flow rate is too low (< 4l/min).
  • You should connect the interlock circuit on the PM with the laser to ensure operational safety. This circuit monitors the flow rate at the PowerMonitor as well as the position of the lock
  • Open the lock
  • Align the laser with the centre of the aperture on the PM/EC-PM. Make certain that the power density does not exceed 12 (9) kW/cm² – you will obtain a good approximate value if you direct the beam diameter toward the mirror in the aperture at between 6 and 25 mm. However, power density remains the crucial factor. The beam must fall perpendicular to the upper side of the device.
  • Allow the cooling water to run for 1-2 minutes before the measurement. Then set the zero level by pressing the tare button.
  • Start the laser and read the measurement value after approx. 25 to 60 s; the system will cause the display to rise slightly during this period; you will therefore receive the precise value after 60 s. For most measurements it is sensible to work with a mean value over 10 seconds instead of with one single reading.

Last update on 07.08.2015 by Ixtensa.

PowerMonitor/EC-PowerMonitor:
Are there circumstances relating to the supply of cooling water that may impede the measurement situation?

Yes. The time to determine the mean value may rise to 30 s or 90 s if, for instance, the water has low conductivity of less than 60 µS, and if there are pressure or temperature fluctuations in the cooling water of over 1 K/minute

Last update on 07.08.2015 by Ixtensa.

Back to top