Service / 01 Guidance
Guidance — we help you find it first
Every fault has a name.We find it with you.
Remote help starts before anyone travels. Send a photo, the controller screen and the serial; we read it with you until the fault has a name. If the job needs hands we come and guide it — the diagnosis is yours either way.
Three kinds of help,one method.
Fault finding · install guidance
root cause
Fault finding
From a symptom to the component responsible — one variable at a time.
Install guidance
The cheapest hour in a wall's life is before it goes up.
Root cause & next steps
What failed, how far it reaches, and whether a visit would add anything. No purchase order needed.
Symptom to cause,not symptom to parts list.
What you report · what we read
what you hold afterwards
| What you report | What we read with you | What it usually is | What you hold afterwards |
|---|---|---|---|
| A block of the wall is dark | Card status, address, mapping, last configuration change | A dropped card, a loose hub port, shifted mapping | The card or port named in writing |
| Single pixels or short lines dead | Cabinet-by-cabinet bypass, module swapped to a known-good position | Diode or driver IC failure at module level | How many modules, and the batch to match |
| Brightness step between cabinets | Per-cabinet brightness and colour readings, module batches | Mixed batches, or no per-cabinet calibration | A calibration plan and the tolerance to hold |
The working list is longer. A wall that reports one thing often has a second cause behind it — so we rule parts out on the record.
Four steps,nobody flies.
Most cases close
without a site visit
Send three things
A full view of the wall, the controller screen, the cabinet serial.
We read it with you
Controller access, mapping, firmware, card addresses, settings — read live.
One variable at a time
Each step removes a theory instead of adding one.
Written diagnosis
Root cause, scope, next three moves, and whether a visit adds anything.
If you stop here, you still have the answer. Plenty of walls are put right by the customer's own technician — a good outcome, not a lost job.
What you get is a document,not a phone call.
Written diagnosis
issued per wall
Indoor fixed wall — dark band, third row
Issued after remote session · no site visit required
The same seven things,every time.
"It's the card" is not a diagnosis. A technician needs to know what was ruled out.
- 01What was reported — in your words.
- 02What was checked — including what cleared a part.
- 03The reading — values, not impressions.
- 04The finding — one sentence, the component.
- 05The scope — how far it reaches.
- 06Next three moves — cheapest first.
- 07Site visit, yes or no — with the reason.
Site name and serial removed · issued as a PDF · one record per wall, kept against the serial
If the wall is not up yet —four checkpoints that decide whether it faults later.
Install guidance
the part that saves the most
Structure review
Load path, flatness, first-cabinet datum — settled while the steel is still being drawn.
Mounting & alignment
Datum set once, joint width held, plumb per column, locks confirmed seated.
Commissioning
Mapping, one brightness and colour level across every cabinet, low-grey test.
Handover
Parameter files backed up, spare list handed over, team shown a module swap.
We do not build the wall. Your team or local integrator does — we make sure it is built to a standard that still looks right in year five.
The ones askedbefore writing to us.
Short answers
no conditions
Is one photo really enough?
It narrows the field; it rarely names one. That is why we ask for the controller screen too.
Do we have to book a visit to get an answer?
No. Remote help runs to a written diagnosis either way. If a visit adds nothing, we say so in the document instead.
Who actually does the repair?
Whoever is closest and competent: your technician, a local partner, or us. The diagnosis decides the route — not the contract.
Send the symptom.We name the fault before anyone travels.
A shot of the wall, the controller screen and the serial is usually enough to start.
Send us the symptom WhatsApp +86 158 8952 0628 · Mon–Fri 9:00–19:00 GMT+8