Products

In this section you can find all frequently asked questions about spectrometers, lightsources, fiber optic cables, accessories and software

How do I determine the configuration of a spectrometer?

In order to determine the correct configuration for your spectrometer you can contact your sales engineer. https://www.avantes.com/contact Or your local distributor.
https://www.avantes.com/about-us/distributors

My product is malfunctioning, what can I do?

Please send an e-mail to support@avantes.com and add the following information:

  • A detailed description of the experienced issue
  • Serial number of the product
  • Software version used

I cannot connect my spectrometer to Ethernet, how can I solve this?

We’ve compiled this instruction video to explain how to connect your spectrometer to Ethernet in the two most convenient ways: through a DHCP network connection or directly via your computer (starts at 2:24).

How to connect your spectrometer to ethernet;
https://www.youtube.com/embed/3qn0BS9iGwo?feature=oembed

If you are still experiencing trouble after following these instructions, please contact us or e-mail support@avantes.com directly.

Where can I find the serial number of a spectrometer/light source/fiber-optic cable?

The serial number of our products can be found printed on the label attached to it.

AvaSoft does not recognize my spectrometer, what can I do?

First, check whether the spectrometer is powered externally or by USB.

  • If the spectrometer is powered by USB, then check whether the green LED on the front of the spectrometer indicates it is on. Make sure the sound of your computer is on as well. When you connect the spectrometer to your computer, you should hear a sound. That sound means the computer recognizes the spectrometer.
  • If the board is externally powered, check the 12V adapter. Check the voltage of the main source. Make sure the power switch at the back of the spectrometer is switched to the external power position. Check whether the green LED at the front of the board is on. If the green LED won’t turn on, install the driver and check again.

If you’re still experiencing problems after following these instructions, please call us or send an e-mail to support@avantes.com and we will help you figure it out.

Where can I find the latest software?

You can find the latest version of our AvaSoft software by clicking the button below!

Click here to Login and Download AvaSoft

Where can I find a specific functionality in the software?

What steps are required to start up a spectrometer?

Please see below short reference guide for step by step explanation;

Download HowTo Start with a spectrometer

If the short reference guide does not answer your question, please send an e-mail to support@avantes.com for more information or click below button to use our contactpage.

Which accessories do I choose for my application?

For different applications, different accessories can be used. Below scheme van be used as a guideline:

FAQ - Which accessories do I choose for my application

If your application is not mentioned in the scheme above, please contact your sales engineer or distributor for more information.

General

You can find our general frequently asked questions here

How can I visit the Experience Center?

Planning a visit to the Avantes Spectroscopy Experience Center in Apeldoorn (The Netherlands) is easy. Begin planning your trip by arranging your visit through your sales engineer or email our headquarters directly to set up an appointment.

Apeldoorn is easily accessible from Schiphol airport in Amsterdam by car or train and this picturesque town has many lodging options. We recommend the Hotel Het Veluwse Bos near the grounds of the Royal Palace at Het Loo

Is Apeldoorn too far to travel? We still offer traditional feasibility testing. Please arrange for feasibility testing through your sales engineer or distributor before sending any samples. For safety reasons, we cannot accept any samples without prior approval
After testing is complete, our lab furnishes you with a fully detailed report of the results. If you require your samples to be returned, we are happy to return them after testing.

Can i borough a Demo system?

Avantes offers an extensive demo program for spectrometry users that have complex equipment evaluation requirements that we can’t replicate in our lab. Inquire about an extended demo with us today!

Where can I find information about my local distributor?

You can visit our Distributor page here and learn who our Distributor partners are.

How can I get the price of products?

Product prices can be requested at your sales engineer. https://www.avantes.com/contact
Or they can be requested at your local distributor.
https://www.avantes.com/about-us/distributors

How can I get in contact with your support department?

You can send an e-mail to support@avantes.com to get in contact with our support department

How do I send in hardware for repair?

To achieve a fast and efficient processing of returns, we have an RMA procedure. This RMA procedure is part of our quality system which focuses in particular on the quality of our service and to an efficient handling of returns.

Step 1 Contact Avantes

Worldwide
Telephone +31 313 670 170
E-mail: support@avantes.com

North America
Telephone: +1 303 410 8668
E-mail: infousa@avantes.com

China
Telephone: +86 10 8457 4045
E-mail: info@avantes.com.cn

Explain the Avantes support engineer your problem. If the problem can’t be solved remotely, you will be advised to return your product.

Step 2 RMA number

Any consignment arriving at Avantes must refer to an RMA (Returned Material Authorization) number. Contact your local representative or one of our offices to obtain an RMA number. You will receive an RMA form by e-mail.

Step 3 Did the problem occur during the warranty period?

Please read our terms and conditions.

If you claim warranty, please enclose evidence within the package.

This evidence includes:

Original Invoice
Image of the product sticker
Damages caused by falls, bumps, sand, water, chemicals, electrical discharges, careless or improper use or operation, handling or storage, etc. cannot be repaired under warranty.

Attempts to repair the product yourself can cause void warranty. We will check if the product seal is undamaged.
When warranty terms are violated, you will receive a report and a quotation.

Step 4 Send the product to Avantes

Ensure proper protective packaging that is tightly sealed. Please attach the RMA form clearly visible to the outside of the box. To ensure that products will not be returned unrepaired, we ask you to enclose a clear description of the complaint.

You can also send an e-mail to support@avantes.com. Describe in this e-mail your complaint together with the RMA number, product serial number and your address where the product can be sent to after repair.

Send the package to Avantes. All postage is responsibility of the customer. Freight collect or COD will be refused.

Step 5 Repair

You will receive an acknowledgement of receipt by Avantes. Service and Support informs you about the expected delivery date.

When we are not able to reproduce your complaint, we will contact you.

When costs are implied, you receive a quotation. The product will be repaired when Service and Support receives your order.

After repair a report is made and send to the customer, together with his product.

Step 6 Product is returned to the owner

The product is returned to the address you provided. We may contact you afterwards to evaluate the repair and to check satisfaction.

How can I check the status of my order?

Contact your local Avantes representative with your request, or contact Avantes Customer Service at one of our offices:

Worldwide
Telephone +31 313 670 170
E-mail: salesorders@avantes.com

North America
Telephone: +1 303 410 8668
E-mail: infousa@avantes.com

China
Telephone: +86 10 8457 4045
E-mail: info@avantes.com.cn

Applications

Find our frequently asked questions regarding applications here

How can I order a complete application?

Please contact your sales engineer or one of our offices;

Headquarters – Worldwide
Telephone +31 313 670 170
E-mail: salesnl@avantes.com

North America
Telephone: +1 303 410 8668
E-mail: infousa@avantes.com

China
Telephone: +86 10 8457 4045
E-mail: info@avantes.com.cn