Troubleshoot first, then contact support
Software licensing, scanning, model generation and record storage: this page collects the six most common issues in daily use with their check steps, plus our replacement, repair and warranty policies. If a problem remains after these checks, contact after-sales through the channels at the bottom of the page.
Common issues: self-check steps
Grouped into software licensing, scanning, model generation and record storage. Complete each self-check first; if the problem persists, contact after-sales, as remote troubleshooting is faster once these steps are done.
Insert the dongle into the computer's USB port before opening the software; a red light means normal. If the light stays off, the driver may not have installed correctly.
The dongle is kept by your institution, and loss or damage will affect use of the software; we suggest recording its number and naming a custodian.
Check that the device is connected properly and powered on. The power switch is on the underside of the device, and its indicator light is on when power is supplied normally.
If a loose cable or a power cycle does not clear the error, photograph the indicator lights and contact after-sales for remote troubleshooting.
Incomplete preparation before capture is the most common cause. Check these three points:
1. Fit the headband so its lower edge is level with the hairline.
2. Tie the subject's hair up so both ears are fully exposed.
3. Keep the neck fully exposed with no collar covering it; remove coats or down jackets.
The camera was too far from or too close to the subject during scanning. Re-scan at the specified distance, following the device operation manual.
For desktop models (MVS-M6, MVS-M6HD, MVS-M2N) the capture distance is 500–700 mm; for other models, follow the working distance stated in the relevant manual. Distance is not the only factor: hair obstruction, posture and lighting also affect the result.
Customer records are stored by phone number, and the same phone number is treated as the same customer by default. When filling in customer details, make sure to change the number to your own.
When several people share one device, agree an internal numbering rule so that records are not saved under another user's name.
First work through the checks above to confirm the connection, power, driver and dongle status. If the problem persists, contact after-sales: follow the CASZM WeChat official account, choose "Intelligent Customer Service" in the menu and submit the issue, or call 0755-86702876 (9:00–19:00).
Outside working hours, contact the after-sales specialist; the details are provided during installation and commissioning.
Troubleshooting: identify the symptom, then check each item
Most issues come down to four causes: connection, power, driver and distance. Work through the table; if the problem persists, contact after-sales and describe the symptom and what you have already tried.
| Symptom | Check first | If it persists |
|---|---|---|
| Software says not authorised | Whether the dongle is in a USB port, whether its red light is on, whether the driver is working | Contact after-sales to check the driver and licence status remotely |
| Image saving fails during scanning | Device cable, power switch on the underside, indicator light | Photograph the indicator lights and contact after-sales |
| Model is half missing or blurry | Whether the working distance is within the range for the model, hair obstruction, posture | Re-scan following the operation manual |
| Generation closes mid-way | Working distance, computer port connection, whether the manual procedure was followed | Restart the software and device and scan again; contact after-sales if it recurs |
| Model not found or saved under the wrong name | Whether the phone number in the customer record is your institution's | Search by phone number and correct the customer record |
Do not open the device or replace parts yourself, as this may affect the warranty. Internal checks are carried out by after-sales engineers.
Repair and warranty policy
The policies below summarise what is published on this website. Specific service is subject to the purchase contract and the formal warranty terms.
| Item | Current position | Notes |
|---|---|---|
| Fast replacement | One free replacement within 3 months for non-human faults or damage, after engineer verification | The replacement is dispatched once the carrier collects the unit, shortening the process and response time. |
| Warranty period | 3 years for MVS-M6HD, MVS-C6HD and MVS-P6HD; 1 year for the other models listed in the catalogue | Subject to the purchase contract and the formal warranty terms. |
| Warranty conditions | Normal use, no unauthorised disassembly, valid proof of purchase | Human damage and self-disassembly are not covered by the free warranty. |
| Technical support | Consultation 9:00–19:00 daily; after-hours contact for the after-sales specialist | After-sales specialist contact details are provided during installation and commissioning. |
| Software upgrades | Free for 3 years on M6HD, C6HD and P6HD; first year free on other models | Fees after the free period are confirmed by version and contract. |
Fast replacement
Buy a CASZM product and, if a non-human fault or damage occurs within three months, one free replacement is available after engineer verification. The replacement is dispatched once the carrier collects the unit, shortening the process and response time.
Repair service
Warranty periods differ by model; specific service is subject to the purchase contract and the formal warranty terms. Warranty service requires normal use, no unauthorised disassembly and valid proof of purchase.
Technical support
Consultation is available 10 hours a day, seven days a week (9:00–19:00). Outside these hours, contact the after-sales specialist; the details are provided during installation and commissioning.
Contact after-sales
Phone and email suit working hours; the "Intelligent Customer Service" menu in our WeChat official account accepts issues at any time. Include the model, serial number and a description of the symptom for faster handling.
Phone
0755-86702876
Service hours: 9:00–19:00
info@caszm.com
Please include the model, serial number and screenshots
WeChat official account
Follow the CASZM WeChat official account
Choose "Intelligent Customer Service" in the menu to submit an issue
This page provides usage guidance and policy information and is not a repair commitment. The scope, cost and turnaround of service are subject to the contract and warranty terms.