General Information

At VISIONx, we take great pride in providing high quality support. The support that we provide ranges from finding solutions to basic issues that may arise when using our products to providing advanced technical support services in order to help you resolve detailed questions about running a particular analysis or finding a suitable approach to solving unusual and complicated problems.

Most of the problems that we hear about from our VisionGauge® software users are basic and have a simple, straightforward solution, which we have compiled in our list of VisionGauge® Frequently Asked Questions (FAQ’s). Please note that most of the content of these FAQ’s pertains to VisionGauge® software (not VisionGauge® OnLine).

We suggest contacting us or your reseller with questions about our VisionGauge® OnLine software and the VisionGauge® Digital Optical Comparator systems.

When you contact us for support, please be prepared to provide us with all of the information required to help us understand your problem. This will allow us to solve the problem for you as quickly as possible.

When you contact us for support, please be prepared to answer the following basic questions:

• What are the symptoms of the problem that you are having?
• What is the exact sequence of events that led to the problem? For example: Which keystrokes did you type? What commands did you give? What parameter values did you enter? What other applications were running on the machine? Which windows were open? etc… Please provide as much detailed information as possible.
• Can the problem be reproduced “on demand”? If so, how?
• Which error messages did you get (if any)?
• Which Edition and which Version of VisionGauge® are you running? You can find this information in the software’s “Help – About” menu.

If you have one of our VisionGauge® Digital Optical Comparators, please have your model and serial number ready. These may be located on a sticker on the side of the system.

If you think that your problem might be related to your computer system (for example: installation of hardware components, program installation, device drivers, device or network conflicts, etc…) please be prepared to answer the following basic questions:

• What operating system are you using?
• What type of computer are you using (i.e. processor manufacturer, model & speed; amount of installed memory, etc…)?
• Which error messages are you getting (if any)?

Also, if you’re working on a tricky & unusual problem that can only be described correctly using engineering sketches of the physical application that you are trying to solve, it might be more effective to send this information (either by email, fax or surface mail) before contacting us, so that your initial conversation can be efficient. If you already have some results, then send them as well.

To obtain technical support, you can email us at: [email protected]. We respond to all requests for support promptly, and we do not use “autoresponders” (i.e. automated response systems).

You can also call us Monday – Friday 9am-5pm EST at: (514) 694-9290.

If you need to fax us any supporting information, our fax number is: (514) 694-9488.

VisionGauge® OnLine is supported through the VisionGauge® OnLine Annual Support and Update Program. Every new license of VisionGauge® OnLine or purchase of a VisionGauge® Digital Optical Comparator includes a full-year’s membership to this Program. Your membership to the VisionGauge® OnLine Annual Support and Update Program also provides you with – among many other things – a wealth of valuable and useful information that will allow you get the most from VisionGauge® OnLine. We encourage you to keep your membership to the VisionGauge® OnLine Annual Support and Update Program current in order to receive all of the Program’s benefits.

By subscribing to the VisionGauge® Users Newsletter, you will be notified about new updates to VisionGauge®. The VisionGauge® Users Newsletter also contains a description of the new features and enhancements in each new VisionGauge® update, as well as any instructions and other useful information that will allow you to get the maximum benefit from these enhancements and solve new applications. Through the VisionGauge® Users Newsletter, you will also be notified of certain special events, for example when new training material becomes available, etc… Our newsletter will also showcase various applications our software and systems are able to solve.

To subscribe to the VisionGauge® Users Newsletter, either fill out the below form, or send an email to [email protected] indicating “Subscribe to the VisionGauge(r) Users Newsletter” in the main body of the email. Our newsletter is normally sent about once per month, and you may unsubscribe at any time.

VISIONx INC. has a network of highly-qualified dealers and distributors for its products in the United States, Canada, Western Europe and Asia.

All of our resellers are experts in one or more of the following fields: microscopy, optics, video, illumination, image analysis, inspection, metrology, positioning & motion control systems, machine vision, automation & material handling as well as non destructive testing (NDT). The range of our products and systems that each reseller handles is based on their field of expertise.

If you are interested in learning more about our products, please contact us for the name of the reseller nearest you. For information about our how our VisionGauge® Digital Optical Comparators work and how they are improvements over traditional optical comparators, please see our post “What is an Optical Comparator“.

If you are a Potential Reseller:

In some parts of the world, our reseller coverage is incomplete and some territories are still available. If you are a reseller and are interested in distributing our products, please contact us to discuss this possibility.

Please be aware that we regularly offer seminars to provide training in the effective use of our products. We organize seminars for both resellers and end-users of our products. These seminars usually take place in our office, but we can also arrange to offer them at a remote training facility or at a customer location. If you are interested in attending one of our training seminars, please let us know.

We are continuously working to improve VisionGauge® OnLine and many new and useful features have grown out of suggestions made by users of VisionGauge® OnLine. If you have a good suggestion for a useful improvement, please let us know. We will definitely consider it for future releases.

We want to know:

• How we can make VisionGauge® OnLine easier to use,
• How we can make VisionGauge® OnLine more powerful,
• If you have ideas for improvements that would allow VisionGauge® OnLine to solve NEW applications!