Getting Started with Luna Customer Support

Luna Innovations is dedicated to delivering advanced fiber optic solutions that empower your operations. If you need assistance with using our equipment, troubleshooting, repairs, or software updates, our Customer Support team is ready to help. Follow the guidance below to efficiently contact Luna support and resolve any technical or service-related concerns.

Luna Customer Support Site

Visit the Luna Innovations Support Portal at https://support.lunainc.com. Here you can search or browse a variety of Knowledge Articles that may help you answer common questions involving hardware, software, and/or applications of Luna products. Manuals for your product can be found on the respective product page (see https://www.lunainc.com/products to find your instrument model). You may have to scroll down to the Documentation section. There is also a separate Resource Library that contains Data Sheets, White Papers, Application Notes, and other applications-focused documentation.

You can also contact a Support Agent by submitting a ticket via the Support Portal. If you are not signed in, click on "Please sign in to submit a request." in the upper right corner of the Support site and follow the instructions to create an account. If you have emailed us for support in the past, your account has already been created; you just need to set up your password.

Once signed-in to the portal, customers have the ability to submit support tickets, view your support ticket history, and access our complete self-help section. The self-help section has many more articles available for signed-in users than it does for anonymous users.

If submitting a technical support ticket, please provide as much information as possible in your initial request. Attachments, such as a photo of the back nameplate or screenshots of error messages, are helpful and welcome.

Essential Information to Provide

• Product model and serial number.
• Software Revision (if applicable).
• Description of the issue or inquiry.
• Steps already tried.

As a requester, you can add additional e-mail addresses in the CC field so that they will be able to participate in the conversation as well.

You will receive an automated reply email letting you know that your request has been received.  Luna's technical support team will then review the ticket and contact you within a couple days to provide assistance.  Please note that due to the highly complex and technical nature of our products, support inquiries may take some time to resolve. We kindly ask for your patience as we work to provide a thorough and accurate resolution.   

Support for Software Updates

For the latest software updates, please submit a support ticket with your request. See "How Can I Update the Software?" for details. Instrument details such as model and serial number and existing software revision are very helpful for software update inquiries.

Support for Repairs

If you believe your instrument may require factory service, repairs, or a factory calibration please submit a support ticket. After a conversation with our Technical Support Agent team, they can start the Luna Return Merchandise Authorization (RMA) Process. Our Technical Support Agents will then continue to guide you through the process.