Technical Support FAQ’s

Information needed before calling the Nexus Imaging Solutions support line?

Please have the following information available when contacting The Nexus Imaging Solutions technical support team:

  • Equipment type (brand, model)
  • Equipment serial number (see below)
  • Software name and version
  • Physical address of the equipment
  • Detailed description of any errors or what the operator was doing when the error occurred
  • Sample images, if available
  • Contact information
How do I locate my scanner's serial number?
The scanner’s serial number can be found on your equipment maintenance agreement. You can also locate it on a metal tag on the back of your microform, document or large-format scanner, processor or duplicator.
What is my software serial number and where can I find it?
Your software serial number is the same as your scanner serial number, which can be found on a metal tag at the back of your equipment or on the front page of your equipment maintenance agreement.
How do I determine if I have a maintenance agreement?
Maintenance agreements are generally contracted at the time of purchase and renewed on an annual basis. If you would like to initiate or renew a maintenance contract or to find out details of a current agreement, please contact info@nex-usa.com.
Does purchasing an extended warranty or maintenance agreement for hardware make good financial sense?
In every case, an extended warranty or maintenance agreement allows for cost savings, although it may be more obvious in certain instances. In the case of a depot warranty, the owner is only responsible for shipping costs. With an on-site maintenance agreement, regularly scheduled service ensures that your scanning equipment or software is in peak operating condition, allowing for maximum return on investment.
What is the normal repair turnaround for my scanner/software?
As you might expect, each case is an individual basis. When your service call or email is first received, it is immediately discussed with our service department manager and scheduled with the technician who is best suited to the particular scanner model, software release or technical task. Within 24 hours – and often sooner – you will be contacted with specific details.
Who do I contact with a specific Document Management (ECM) issue?

For more expediant resolution, we suggest that you contact Laserfiche Customer Service directly. However, please feel free to reach out to us here at Nexus if additional assistance or support is needed.

Why in some instances do you utilize certified third-party vendors to service scanners?
To complement The Nexus Imaging Solutions  technical support division, certified third-party vendors have been contracted to provide the fastest possible turnaround time for U.S. customers needing routine maintenance and repairs. Technicians are trained and certified on Nexus Imaging Solutions distributed hardware including Mekel Technology, Wicks and Wilson, InoTec, Zeutschel and others. From the client perspective, nothing changes – Nexus Imaging Solutions is still your point of contact.
Additional questions?
  • Please contact your Nexus representative or email us at info@nex-usa.com.