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 following methods. 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.
3XS Support Line
Scan’s sales office is open Monday to Friday, 9am to 5.30pm and Saturday, 10am to 2pm.
Our technical support office is open Monday to Friday, 9am to 10pm. Out of office tech support (email & web chat) is available Saturday 10am to 6pm and Sunday 10am to 4pm.
In addition, our website is open 24 hours a day, 365 days a year.
Our friendly support team will work with you to identify the cause of the fault.
If the fault cannot be resolved over the phone/online then we can remote login to your system using TeamViewer.
If the fault cannot be resolved online then there are three options:
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 the following utilities useful:
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.
Maintaining your PC
All PCs generate heat which has to removed from the case by fans. These fans can get clogged up by dust over time, so it’s a good idea to have a look inside your PC once a year to ensure that dust isn’t building up too much.
You can clean the inside of your PC using compressed air, available from Scan. Alternatively, for a small fee we can clean your PC for you.
Maintaining a water-cooled PC
Pre-filled water-cooling systems such as the Corsair H80 and H100 require no special maintenance beyond keeping them free from excess dust. However, custom water-cooled PCs do require some extra annual maintenance.
Firstly, due to evaporation of the water, the system will be need to topped off once the water level drops more than ½ an inch from top of the reservoir. Do not use tap water to top off your system – you must use the same brand and colour of water that was originally supplied with your system.
Secondly, it’s a good idea to flush the water from the system every 12 months, replacing it with a fresh batch of water. As part of your systems warranty, we will flush the system for free after 12 months, but unless the system has developed a fault you will need to pay for the carriage to Scan.
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.
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.
LCD screen dead pixel policy:
LCD screens occasionally include some faulty pixels (either constantly bright or dark pixels). Screen manufacturers have adopted a policy of not replacing monitors or LCD screens with under a certain number of faulty pixels (as defined by the manufacturer).
Scan is bound by the individual manufacturer’s faulty pixel policy. This policy is adopted throughout the IT industry, although not widely advertised. The faulty pixel policy is covered by the International ISO standard 13406-2.
We are open and honest about this policy as we hope to keep our customers fully informed about this policy and make them aware that if they receive an LCD screen that develops faulty pixels below the manufacturers stated threshold that we cannot replace it. Some manufacturers may exceed this standard for faulty pixels, please see individual manufacturers for their faulty pixel policy.
In addition, we offer customers shopping for a Scan 3XS laptop an option to buy a Pixel Perfect policy at the time of purchase. If Pixel Perfect is selected then Scan will check the screen for any dead or stuck pixels before shipping and if the screen develops any pixel issues within 28 days of delivery we will replace or repair the screen.
Scan Value System:
From January 2013 onwards are covered by a 2 year warranty. In year 1 the warranty is Collect and Return, so we cover all parts, labour and carriage to and from Scan. In year 2 the warranty is Return to Base, so we cover parts and labour only.
Scan 3XS desktop PC, workstations and servers:
From December 2013 onwards are covered by a 3 year warranty. Year 1 is an Onsite Warranty that covers parts, labour and an onsite engineer visit or carriage if the system has to be returned to Scan for repair. Years 2 and 3 of the warranty are Return to Base, so we cover parts and labour only.
Scan 3XS laptops:
All Scan 3XS laptops have a 2 year. In year 1 the warranty is Collect and Return, so we cover all parts, labour and carriage to and from Scan. In year 2 the warranty is Return to Base, so we cover all parts except the screen and labour only.
Scan 3XS overclocked bundles:
All Scan 3XS overclocked bundles are covered by a 3 year Return to Base warranty. This means that we cover parts and labour for the motherboard, RAM and CPU cooler provided in the bundle during this time.
Scan Value bundles:
All Scan Value bundles are covered by a 2 year Return to Base warranty. This means that we cover parts and labour for the motherboard, RAM and CPU cooler provided in the bundle during this time.
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 http://free.avg.com/gb-en/free-downloads 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.