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After-Sales Support
Can accessories (e.g., power cords, DMX signal cables, lamp beads) be purchased separately after the lights have been used for many years?
Separate purchase of accessories is supported. Common accessories (power cords, signal cables, standard lamp beads) are in stock and will be shipped within 1-3 days after ordering. Special accessories (e.g., hydraulic pumps for elevating lights, XY-axis motors for moving head lights) need to be reserved 3-5 days in advance. The after-sales team can provide accessory installation guidance (e.g., sending installation videos).
Logistics Services
Can urgent orders (e.g., customers need the lights the next day) be arranged for expedited shipment?
Expedited shipment is supported for urgent orders: For standard models (e.g., conventional PAR lights, 7-lamp 60W wash lights), if stock is sufficient, SF Express/JD Air Freight can be arranged on the same day (freight is borne by the customer; e.g., the air freight for 10 conventional lights is approximately 200-300 RMB), with next-day delivery. For standard models out of stock, expedited production can be arranged (shipment within 3 days), and an expedited fee (10%-15% of the order amount) will be charged. Specific details to be confirmed with the account manager.
Products
The fixture does not respond to the DMX controller. How to fix it?
Resolve with these checks:
1. DMX Address & Channels: Ensure the fixture’s starting address is correct (e.g., 34CH fixture 1: A001, fixture 2: A035) and the controller’s channel count ≥ total fixture channels.
2. Signal Wiring: Use shielded twisted-pair DMX cables (≤150m); install a 120Ω terminal resistor between pins 2-3 of the last fixture’s XLR connector.
3. Signal Amplification: For cable lengths >150m, add a DMX signal amplifier to avoid signal loss; separate DMX cables from high-voltage power cables (≥1m apart) to prevent interference.
The cutting blades do not move linearly. How to troubleshoot?
Fix with these steps:
1. Channel Check: Ensure the correct cutting channel (e.g., Cut 1: CH24) is selected on the controller; set the channel value to 100-255 (0=no movement).
2. Motor Calibration: Enter "Factory Settings → Motor Calibration → Cut 1" and adjust the offset (-128~+127) to compensate for mechanical errors.
3. Mechanical Blockage: Power off the fixture and check if debris (dust, wire) is blocking the blade’s travel path; clean the path with a soft brush and re-test.
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