Complete the checklist below before submitting a support request or RMA will help us diagnose the issue more efficiently and reduce troubleshooting time.
Common SPG Issues
☐ SPG-TCU Ethernet communication failure
☐ Software/Firmware compatibility issue
☐ Handheld Display Subsystem Communication Failure
☐ No Terahertz Signal
☐ Measurements Inconsistent Between SPGs
☐ Touchscreen Not Responding
☐ Handheld trigger not responding
☐ Sensor Not Detected
☐ Intermittent Communication
☐ Weak THz signal
☐ Excessive waveform noise
☐ Measurement timeout
☐ Unexpected SPG restart
☐ Other: ____________________
Basic Operation Verification
☐ SPG powers on normally.
☐ Verify the SPG IP address is configured correctly
☐ LCD touchscreen displays startup screen.
☐ No error messages displayed during startup.
Touchscreen Operation
☐ Touchscreen calibration completes successfully.
☐ Touchscreen responds normally to user input.
☐ Verify touchscreen remains responsive during operation
Signal Verification
☐ Verify the waveform on a clean metal reference target
☐ Verify a stable Terahertz waveform is displayed.
☐ Verify that waveform amplitude and SNR are within normal range.
Measurement Verification
☐ Measurements are consistent with known good SPGs.
☐ Verify repeated measurements produce consistent results.
Connection Verification
☐ Ethernet cable verified.
☐ SPG adapter verified.
☐ All connectors fully seated.
☐ No visible cable damage.
☐ Verify Ethernet cable clicks securely into both connectors
☐ Verify no bent pins or damaged connectors
☐ Verify the SPG and TCU can communicate by confirming the IP address and network settings are configured correctly.
Advanced Diagnostics
☐ SPG tested on Channel 1.
☐ Did the issue move with the SPG after swapping? Yes / No
☐ SPG tested on another TCU.
☐ Did the issue remain with the TCU? Yes / No
6-Inch Electrical Cable Verification
☐ 6-inch electrical cable inspected.
☐ Cable replaced with known-good cable.
☐ Inspect cable connectors for bent pins or loose contacts.
☐ System retested.
Umbilical Cable Inspection
☐ Purple (Current High-Flex Cable)
☐ Teal (Legacy Cable)
☐ If the system uses the teal umbilical cable, replacement with the high-flex purple cable is recommended due to known intermittent conductor failures from repetitive bending and long-term reliability.
Before Requesting an RMA
☐ Dashboard Screenshot
☐ Status Tab Screenshot
☐ Log Files
☐ Results of SPG Swap Test
☐ Results of TCU Swap Test
☐ Photos of SPG and cabling
☐ Umbilical Cable Color
Information Required for Support
SPG Model Number: __________________________
SPG Serial Number: __________________________
T-Ray Server Version: _______________________
SPG Firmware Version (if known): _______________________
Customer Contact: ___________________________
Issue first observed: _______________________
Issue frequency: _______________________
Description of Issue:
____________________________________________
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