Please note the only units we currently fully support are
the Universal Mark-I and the Universal Mark-II scanners.
- FOR ALL REPAIRS -
If you have a Mark-I or Mark-II unit or component in need of repair, please contact us first before sending anything to determine the repair costs (if any). Often we can advise a quick and easy remedy over the phone or we can send you the necessary part that you can install yourself.
However, to facilitate a service call, you must first send an email with the basic following information. Nothing long. Please be brief:
A phone number I can call. Please indicate where you are. If international, please include the country code. If you are in Australia or New Zealand, make sure the phone number you provide is one that can also be answered early morning or later in the evening. This phone MUST be right next to the unit so I can go over trouble shooting. If the unit is in a basement or area where you have no phone service, then you will either need to solve the phone problem or move the unit to an area where phone service is possible. I can not talk to you abstractly about a problem if the unit isn't next to you. Also, the PC and the unit must be free and available for the duration of the call. I can not help you if you are in the middle of scanning a role of film or if the PC is not available.
Name of person I will be talking to. This person MUST speak English and be familiar with the operation of the unit and the problems being encountered. This person does not have to be a computer tech but must have a basic understanding of how to operate a PC and access files and information, how to check drives and search for folders. If you are a Mac user and do not really understand how to navigate on a PC, please have someone available to assist you. I will help as much as I can but I can't afford to give primers on how to operate a PC.
What product do you have? I need to know something other than "8mm scanner" or "Retro unit". I need to know if you have the RetroSync Sound Module, the Universal with the HD camera or the Universal with the 2K camera or if you have the new Universal Mark-II. Also, approximately how long you have had the unit.
A brief description of the problem. Is it a software issue? A hardware issue? Is the film jamming? is the light going off? etc....
Basic information about your PC. Is it a laptop or a desktop? What brand of PC? Is it a home built or custom built PC? Are you running Windows on a Mac? Is it a rebuilt PC? Does your PC have USB3 ports? How much RAM do you have? What type and speed of the CPU? Intel i3, i5, i7, AMD, etc. Also, is this the same PC you've been using previously or is this the first time you have used this PC with our product?
What operating system is on your PC? Windows 7, 8 or 10? Was it updated from Win7/8 to 10? Did your PC go through a Windows update recently?
What film format(s) you are having problems with? Super 8? Regular 8? 16mm? All? Are they home movies someone shot or are they commercial films with a clear edge around the sprocket holes?
What version of the software you are using? I need more information than just "the latest". There is a version number in the upper left hand corner of the software. I need that number.
Check your capture and export drives. I need to know if they are internal or external and the size of the drives and how much free space is left on the drive.
Please provide ALL of the above information and I will call you as soon as possible.
- SHIPPING YOUR UNIT TO US -If it becomes necessary to send in your unit or component for repair, please click HERE to print and fill out this service form. Tape a copy of this form to your unit before you package it. Also write your name on a piece of removable tape and attach to the unit. And, finally, once the package is closed, write your name/repair on one corner of the box so that we know what to do with it when it arrives. If your repair is urgent, please make that notation on the outside of the box as well as on the top of the form.
- FOR EBAY REFURBISHING -
If you have a Mark-I or Mark-II unit in need of refurbishing for eBay, please contact us first before sending it in to determine all refurbishing fees (if any). Please click HERE to print and fill out this refurbish form. Tape a copy of this form to your unit before you package it. Also write your name on a piece of removable tape and attach to the unit. And, finally, once the package is closed, write your name/eBay on one corner of the box so that we know what to do with it once it arrives. Generally speaking, we will ship out eBay refurbished units within 48 hours of receiving your email outlining in writing where you want us to ship the unit. The eBay refurbish will result in a 90 day warranty and shipping, both of which are strictly limited to any location in the lower 48 states.
- Retro and Retro-Pro Units -
Unfortunately, due to the COVID-19 crisis, some of the vendors and resources required to fully support the older Retro series (Retro-8, Retro-8 Pro, Retro-9.5, Retro-9.5 Pro, Retro-16, Retro-16 Pro) are no longer available to us. As a result, we can only provide hardware parts replacement for those Retro units, such as aluminum hubs, LEDs, tension clips, sensor and rollers. But any type of electronics repair or replacement is no longer something we can provide. Though we had long ago stopped making the Retro and Retro-Pro units, we have for years provided customer support, parts and repair pretty much at minimal and, usually, no cost as a courtesy for our customers. But, with all the changes that have happened over the last 6 months, our ability to continue this practice has been severely limited. While I will do my best to continue phone support to original MovieStuff customers, we can no longer offer repairs of any kind on the Retro and Retro-Pro units and all parts and shipping now must be purchased and paid for in full. Parts availability may be limited and wait periods for parts could exceed a week or more if we do not have them readily available.
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