Frequently Asked Questions

How long will my repair take?

We aim to complete all repairs and return items within 3 months of receiving them.

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Can I include other items I want looked at if I send my repairs back?

We will only repair (and take liability for) what has been agreed on the signed RMA form we return to you. Any other items included will be shipped back without assessment.

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Will a repair cost me?

We will repair any faulty product for free with an invoice date within the last 3 years.

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What do I do if I am having an issue with my order?

If you are having problems with a product, please get in touch with our support email [email protected]. We will provide as much assistance remotely when possible. If we believe your items need to be returned to us for an assessment, we will send you our RMA form for you to fill out which will provide further details for the next steps.

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Which operating systems are supported?

Our Python API can be used on any modern OS. All of them that can control a serial port can also use our products in any other language, if you are willing to program this yourself.

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What are the pin-outs for your CAB8 or CAB12 cables?

The pinouts of each cable from the board side are shown below. Please contact us if you need any more details.

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What is the fastest way to get the products I want?

By ordering directly from the website!

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How can I chain two backplanes together?

Include a CABCHN cable in your order, and connect this between the input and output CHN connectors of the two backplanes.

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What do the different lights on the Q8b module mean?

The top (red) indicator indicates an error, the second (green) indicator indicates that at least one channel is non-zero, and the third always-on (green) indicator indicates that everything has powered up properly.

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Why does the backplane error light turn on when drivers are activated?

The LSD is inserted the wrong way around!

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What’s the difference between the old and new style modules?

Old style driver modules include the Q8 up to and including hardware revision 0x06. These old-style modules use a 48-pin 0.1-inch connector which is not polarised (i.e. it can be inserted both forwards and backwards) though it only works in the correct orientation. The long pins on these connectors provide an undesirably large removal force, and easily become bent when removed improperly.

New style driver modules including Q8 (HW rev. 7 and up) and all Q8iv revisions use a 64-terminal card edge connector, which is polarised. These new connectors are robust to misalignment, will never become bent, and are generally easy to use.

We offer adapters between the old and new style connectors: old male to new female, and old female to new male. See our product pages for details.

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Which interposer do I need?

If you would like to purchase an interposer, the type depends on how your chip is set up. The interposer connects to the device usually via flat-flex cables (FFC) that are either 40- or 50-way. The interposer you need depends on which connector your device presents – 40-way FFC, 50-way FFC, or 26-way IDC/0.1″. Contact us at [email protected] if you are unsure.

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What is an interposer and do I need one?

The interposer with patch-panel allows you to connect your dock to your device via flat-flex cables (FFC) or other connectors. The patch-panel allows you to reconfigure the wiring between the driver and your device. For example, if only certain device pins are wire-bonded, you can connect to those instead of those that are not wire-bonded. It also provides mechanical stability as it gives an anchoring point for the various cables – if a cable is pulled out from the dock, it will not affect the device.

It is not necessary to purchase an interposer from us. Because you may know how you want to connect your dock to your device, you may be able to do it yourself or find a way that works better for your system.

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The product I would like is not in stock. Do I need to wait until it is?

No! If any products are shown as out of stock on our website, we are either awaiting a delivery from our supplier, or can order for you. Please contact us at [email protected] if you have any questions about items that are not in stock.

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How long does shipping usually take?

For international orders, we use UPS Express Saver, which is normally 2 days for delivery. However, this does not include any import customs delays in the destination country, which we cannot control. For this reason, it will sometimes take longer for customers to receive their orders.

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How much does shipping cost?

For non-UK orders, we use UPS Express Saver 2-day, and will cost £80.00.

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Do I need to buy a backplane with my driver?

By buying our backplane, you save yourself the trouble and can have the peace of mind that everything will work together. However, you can make your own if you wish. We use standard connectors and pinouts in our data sheets. Contact us at [email protected] for help.

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What methods of payment are accepted?

We strongly prefer bank transfers for payment, but if this is not possible, please contact us at [email protected] for additional payment methods.

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Are there discounts for larger orders?

Yes, discounts are possible for larger orders of Q8 drivers. Please see our Driver Pricing or contact us for more details.

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What is the lead time on products?

Items that are in stock can be despatched within 1-2 weeks from order/payment. If the requested item is not in stock, it will typically be despatched within 4-6 weeks from ordering. Contact [email protected] for additional details.

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