Our support engineers have multiple tools at their disposal to get your system up and running again as quickly as possible. To diagnose the faulty component or software we ship all 3XS systems with a USB stick packed full of helpful utilities.
We also preinstall a Windows application that has shortcuts to diagnostic tools and our contact details. The 3XS Support application can be found running in the System Tray in the bottom right corner of the Task Bar with a ‘3XS’ icon – simply right click on the icon to open the menu then left click on the option you want.
Our engineers are also able to remotely log into your system using TeamViewer, a safe and secure software package that will not interfere with your data.
We are committed to get your system up and running as quickly as possible, but not all faults can be fixed remotely. If this is the case with your system and your system is covered by our Onsite Warranty we can arrange for an engineer to visit your home or office and replace the faulty component(s). If this isn’t convenient, or the system requires significant repairs and your system is covered by our Collect and Return Warranty we will send a courier to collect your system. If your system is covered by a Return to Base Warranty we will fix your system, but it is your responsibility to send it to us.
Once your system is back at our UK-based service centre our engineers will examine, fix and arrange return of the system to you. Throughout this process we will keep you informed of the status of the repair via our automated email system that includes an estimate of when the system will be ready to send back to you or be collected.
We ask that you retain the original case box and polystyrene as this will protect the case if we need to collect the system by courier.
If you have disposed of the packaging and the system needs to come back to Scan we can supply suitable packaging materials for a small fee.
For convenience we leave some testing software on your system. You may find these useful to help identify the cause of the fault.
These applications can be found in the Start Menu and as a desktop shortcut labelled as ‘3XS Support Tools’.
In addition, you may also find the following utilities useful:
MemTest86 boots from a USB flash drive and tests the RAM in your computer for faults using a series of comprehensive algorithms and test patterns.DOWNLOAD
AIDA64 Extreme has a hardware detection engine unrivaled in its class. It provides detailed information about installed software and offers diagnostic functions and support for overclocking.DOWNLOAD
Benchmark everything from smartphones and tablets to high-end, multi-GPU gaming desktops. And it's not just for Windows. You can compare your scores with Android and iOS devices too.DOWNLOAD
Sometimes software installed after a system has been received can cause instabilities and crashes. Typically these issues can be resolved without requiring a visit from an onsite engineer or returning the system to Scan.
If Acronis True Image was purchased with the system this can be used to restore your system to factory defaults. Alternatively you can reinstall a fresh copy of Windows.
If you’re not comfortable with these simple procedures our friendly support team can talk you the process.
What to do if your system isn't working?
First of all we’re sorry that your system isn’t working as it should. All Scan 3XS systems undergo a rigorous 24-hour burn test and 88-point QC procedure. However, from time to time components do fail and software errors occur.
If your system is still under warranty please contact our support team via one of the methods above. Alternatively, if your system warranty has already expired, we can arrange for it to be repaired for a small fee.
Scan’s 3XS support team has state of the art equipment and systems to get your system working again as quickly as possible.For example, we are able to remotely login to your system over the Internet using TeamViewer, a safe and secure software package that will not interfere with your data.
What is covered in my warranty?
If your system is covered by an Onsite Warranty and develops a fault that cannot be fixed remotely or on the phone we can arrange to send out an engineer. This service is only available in the mainland UK and typically takes one to two days to arrange. Onsite warranty appointments are available Monday to Friday, 9am to 5.30pm.
Please note that not all faults can be repaired by our onsite technicians. For example, watercooled and overclocked PCs will need to be returned to our factory for repair. In these instances Scan will cover the cost of collecting and returning the PC to you.
Collect and Return Warranty:
If your system is covered by a Collect and Return Warranty and develops a fault that cannot be fixed remotely or on the phone we can arrange to have it collected and returned to Scan for repair. Scan covers the cost of both collecting and returning the system to you.
Return to Base Warranty:
If your system is covered by a Return to Base Warranty and develops a fault that cannot be fixed remotely or on the phone it is your responsibility to return the system to us. Once back at Scan we will fix your system and arrange to return it to you.
Please note that the 3XS system warranty only covers components inside the system; any peripherals or external devices such as but not limited to the monitor, keyboard, mouse, speakers are covered by the peripheral manufacturer’s warranty.
What should I do if my system fails out of hours?
If your system develops a problem when our technical support office is closed then the most important thing to do is not to panic – if your system is still under warranty our team will work closely with you to resolve the fault as soon as our office reopens. Over the last twenty years of operation we’ve also found that most problems can be fixed either on the phone or by email. Even if the problem is more serious, such as a hardware failure, our team can arrange for the system to be collected and returned to our factory for repair.
If there is an error message on the screen please take a screenshot using the Windows Snipping Tool found in Accessories in the Start Menu or using your digital camera / mobile phone. If you could send or describe the contents of this error message to our technical support team it will greatly speed up fixing the fault on your system.
In the meantime, if your system still powers up correctly we’d recommend the following actions, as you may be able to resolve the problem yourself quickly and easily:
Restart your system:
This sound like a cliché, but many problems with systems are temporary and restarting Windows will often get rid of the problem. If Windows menus aren’t responding you can force a shut down by pressing and holding the power button on the front of the case.
Check your anti-virus program:
Computer viruses are unwelcome applications that infect your system, making it respond slowly and in some cases take over the running of your system, such as opening web pages by themselves or deleting your data. If your system is exhibiting any of these types of problems we strongly recommend opening your anti-virus software and running a Full System Scan. If you don’t have any anti-virus software installed you can download a free version of AVG at FREE AVG Anti-Virus which may be able to detect and eliminate the virus.
Uninstall the last piece of software/game that you installed:
Sometimes a new application can overwrite files that existing software uses causing a fault to develop. These problems can often be solved by temporarily removing the new application. The best way to remove a troublesome application is using the ‘Uninstall a program’ option in the Windows Control Panel.
Run Windows update
Microsoft regularly issues free updates to Windows to fix problems that it has detected in the system. To run Windows Update manually click on this icon in the System Tray near the clock in the bottom right hand corner of your screen. This will open a new screen where you can select ‘Check for updates’. This will connect to the Internet, search for updates, download and install them. Some updates require Windows to restart, so make sure you have saved any files you’re currently working on before running Windows Update.