What To Do If Your Instrument Is Not Working?

If your Luna Innovations fiber optic instrument is not functioning correctly, our goal is to help get the issue resolved quickly so that you can get back to taking the measurements you need to. This guide helps you quickly perform basic troubleshooting and collect data if you need assistance from our support team. Following these recommendations will help troubleshoot and restore functionality of your instrument quickly.  

Check Equipment Connections and Power

• Ensure all fiber optic cables are securely connected, properly cleaned, and fully seated.  The front panel connector on the OBR, OVA, and LWA are FC/APC connectors.  Ensure you are connecting an angle polished connector to the front panel.  
• Confirm power cables are connected and that the instrument is switched on.
• Confirm the instrument’s power indicator is illuminated.  
• Confirm that the USB cable is connected and fully seated.  
• Restart the device and the control laptop, as this can resolve many issues.

Record System Error Codes and Indicators

• Document any error messages shown on the instrument or in the software interface.
• Note the color and status of system indicator lights.  
• If possible, take a photo or record a video of the indicator lights as the instrument boots up.  

Contact Luna Customer Support

• If issues persist after basic troubleshooting, submit all recorded details to the Luna support team by creating a ticket through Luna's online support portal.  The more details you can provide, the better.  
• Photos and videos (up to 25MB) can be attached to the support ticket and are extremely helpful in troubleshooting.  
• Our experts will verify warranty coverage, guide you through advanced troubleshooting, perform remote retuning (if possible), and/or initiate an RMA (Return Materials Authorization) for repair of your instrument at Luna's facility.

Conclusion: Fast, Reliable Instrument Support

By following these troubleshooting steps, most common issues can be resolved efficiently. If further assistance is needed, our knowledgeable support team is ready to provide further expertise, and can be reached by submitting a support ticket through our online portal: https://support.lunainc.com