Support FAQs

Technical Customer Support 

If you are unable to find a solution here, please email the Customer Support Team at: support@tritech.co.uk or call us on +44 (0) 1224 744 111 (option 2), where we would be delighted to assist you.

Q. Why are the appendices in the PA Altimeter manual blank? 
A. The PA range of Altimeter products available from Tritech come in a wide variety of connector, material and electrical wiring options. As these variations can, at times, be highly specific and individual to a single Altimeter, we utilise the Appendices to tailor the manual for individual customers at point of sale.

Q. How can I get the pin out or material information for my Altimeter? 
A. Please contact Tritech’s Customer Support Team (on +44 (0) 1224 744 111 (option 2), or support@tritech.co.uk) with your Altimeter’s full serial number (e.g. S02125.123456) and they will be able to forward you full details of your unit.

Q. Can I get a copy of the Calibration Certificate for my Bathymetric system? 
A.
 Please contact Tritech’s Customer Support Team (on +44 (0) 1224 744 111 (option 2), or support@tritech.co.uk) with the full serial number of your Bathymetric system (e.g. S03690.987654) and they will be able to forward you an electronic copy of the original, or last known, calibration – as performed by our in-house calibration facility.

Q. My SCU reports a TMO COM AIF Error on Com Port 1 – should I be worried? 
A.
 On new systems, Seanet Pro, the Tritech software that runs on the SCU, is looking at Com Port 1 for sensor information. If it doesn’t find any it reports the TMO error that you are seeing. If you do have a Tritech unit connected to that port which isn’t working, please contact our Customer Support Team (on +44 (0) 1224 744 111 (option 2), or support@tritech.co.uk).

If you do not have a Tritech unit connected to that port you can either ignore the error or disable the Com Port in the Seanet Pro software by doing the following:

  • Go to the Utilities drop down menu and select Com Setup
  • For the AIF device that has Com Port 1 selected, ensure that the Enable box is unchecked
  • Close the Com Setup window

Product Repair and Service

If you are unable to find a solution here, please email the Product Service Team at: service@tritech.co.uk or call us on +44 (0) 1224 744 111 (option 1) where we would be delighted to assist you.

Q. Where do I need to return equipment for repair or calibration? 
A. If you are in the UK, please return all equipment for service or repair to the following address*:

Tritech International Limited
Design, Manufacturing and Service
Oubas Hill
Next Ness Lane
Ulverston
Cumbria
England
LA12 7LB
United Kingdom

If you are not in the UK, please locate your nearest Tritech local representative here.

Q. Do I need to obtain an RMA (Return Materials Authorisation) before returning items for service or calibration? 
A. Our current system does not require an RMA to be issued prior to the return of equipment. Please return your equipment to us and upon receipt, an RMA will then be issued.

If you require an RMA to return the unit, we will be able to issue a reserved number for you.

Q. How do I find out about the status of my equipment that was returned for repair or calibration? 
A. Please contact our Product Service Team by either emailing (service@tritech.co.uk) or telephone (+44 (0) 1224 744 111) (option 1). Please ensure that you state the Tritech serial number of the unit as this will aid us in finding your equipment quickly.

Q. What do I need to do in order to return my StarFish sonar?
A. Please provide the following information, where appropriate and if possible, to help us with your request:

  • Name of the stockist, supplier or retailer where you purchased your StarFish Seabed Imaging System
  • Part and Serial Numbers of the system components, (these are located on the labels of each item, and are in the form 'BPxxxxx.xxxxxx')
  • Version number of the StarFish 'Scanline' software you are using
  • The operating system name, version, type (32 bit or 64 bit) and any service pack upgrades on your PC
  • Brand and model of your computer (processor type and memory configuration is also useful if known)

If you have to return your StarFish product for servicing, please return to the address above*, before sending your StarFish, please pack in the original packaging (or other suitable container) and include written documentation including your contact details (please include a contact phone number), as well as a description of the problem and any symptoms occurring (you can also email us). If your product is still under warranty, please include a copy of your receipt (showing proof and date of purchase). Please return the product back to us using an insured courier and delivery confirmation.