Start with the fault details we need
When you report a fault, give us enough detail to narrow down the cause before a technician is dispatched. The fastest reports include the machine model, a short description of the problem, the material being marked, and what changed just before the fault started. If the issue is on glass or plastic, mention the product type, thickness, colour and whether the surface is flat, curved or coated.
Please also note the site location, especially if the machine is in Jet Park, Boksburg, Germiston, Kempton Park, Benoni, Alberton, Midrand or Pretoria. If the machine is on a live production line, say whether it is a single unit or part of a linked process, because that affects the response plan. A few clear notes now can save a lot of back and forth later.
- Machine model and serial number if available
- Fault description, error message or alarm code
- Material being marked and the expected result
- When the issue started and whether it is getting worse
- Any recent changes, such as new fixtures, software updates or power interruptions
What to check before you send the report
Before you submit the fault, do a basic check at the machine. Confirm that the power supply is stable, the interlocks are closed, the extraction or cooling system is operating, and the marking area is clean. On sites that experience load-shedding or voltage dips, a short power event can leave the machine misaligned or with a temporary software error. If the machine was moved recently, check that it is sitting level and the fixture is still holding parts securely.
If you are not sure whether the fault is mechanical, electrical or software related, that is fine. Just tell us what you see and what the machine is doing. Do not open panels or attempt internal repairs unless your team has been trained to do so. A wrong adjustment can turn a small fault into a longer stoppage.
- Check for loose parts, cables or air lines
- Look for dust, glass chips or plastic residue in the work area
- Confirm that the marking file is opening correctly
- See whether the machine fails on one product only or on all jobs
How we assess the fault once it is logged
Once your report comes through, we review the symptoms and work out the most likely cause. In many cases we can give you a quick next step over the phone or by message, such as testing a file, checking a setting or confirming a fixture position. If the issue needs more than remote guidance, we arrange a site visit, sample test or workshop assessment depending on the fault and your location.
For marking quality problems, our team may ask for a photo of the mark, the failed sample and the expected finish. This helps us compare contrast, depth and placement. If the issue is a full stop or repeated fault, we will focus on safety, power, optics, motion control and software set up in that order. That approach keeps the response practical and avoids wasted time.
What happens during an on-site support call
When a technician attends site, they will check the machine condition, verify the fault and test the system against your normal production settings. If needed, they can review fixtures, line integration points, software setup and operator handling. For customers in Ekurhuleni and surrounding areas, we aim to keep the visit focused so your team can get back to work with as little disruption as possible.
Some faults are resolved on the spot. Others need spares, a further bench test or a follow-up visit. If the machine needs a part, we will explain what is required and whether a temporary workaround is possible. In a factory environment, that kind of clarity matters, especially when orders are stacking up and time is tight.
- Fault confirmation and functional testing
- Inspection of fixtures, sensors and cabling
- Software and parameter review
- Repair advice, part replacement or return-to-service plan
Common problems we are asked to handle
We support a wide range of marking faults, from minor setup issues to full machine downtime. Many reports relate to unclear marks, skipped marks, poor positioning, software errors or repeated stops during a shift. On glass and plastics, surface changes, contamination, humidity and incorrect settings can all affect the finish. Coastal moisture can also play a part if the machine has been stored or moved between sites.
We also help with operator training issues where the machine is working, but the output is inconsistent because the team has not been shown the correct procedure. If you suspect the fault is linked to a fixture, line handover or process setting, mention it in the report. That gives us a better starting point than guessing from the symptoms alone.
Send the report and keep production moving
Use the enquiry form on our contact page to log the fault and include the full details requested. Add any photos, sample notes or error messages if the form allows it, because that usually speeds up the first response. Once the report is in, keep the machine in a safe state until you receive guidance, especially if there is heat, power, moving parts or a damaged component involved.
Our support covers Jet Park, Boksburg and the wider South African market, with demos, installs, training and technical assistance available nationwide. Whether you need a quick reset, a repair plan or a site visit, we will point you to the next step and keep the process practical. No one wants a line waiting while a fault sits unresolved, so we treat each report as a working job and not just a note on a list.
- Log the fault through the contact page enquiry form
- Include your site name and contact person
- Attach photos or samples where helpful
- Wait for next-step guidance before restarting the machine
