Portal Help


Home

Click this link to access the Home screen of the Portal. Here you can access links to view your account information, including any cases you have previously submitted along with all of your FARO assets. 

Browse Solutions

Click this link to search the knowledge base and view solutions. Click a subject link to view the details of the article.

View Cases

Click this link to view current and previously submitted cases related to your account. Here you can edit the case, add comments, view suggested solutions, search for solutions, or attach a file.

Create New Case

Click this link to submit a question or case to our support staff when you are unable to find your solution by searching the knowledge base.

When submitting questions we ask that you provide the following depending on the situation.

For All Inquiries: 

Detailed Description of the Situation

Severity Level

Contact Information for Follow-Up 


For Hardware Inquiries: 

Serial Number

Picture or Screen Capture of the Error/Problem

Event Log for USB Series Equipment

Accuracy Test Results (for Accuracy Issues)


For Software Inquiries: 

Hardware or Portlock (Dongle) Serial Number

Software Name/Type

Driver Version

Software Version & Build

Operating System Details and Computer Specifications

Pictures, Sketch or Drawing of Your Application or Issue

Copy of Your Software File

 

Search

Click Find Solution to search the knowledge base. Using Search Solutions menus and search text to narrow your search. You can view the list of solutions, sort the answers, and page through the list.

Descriptions & Attachments

The text length of your case description can be a maximum of 32,000 characters, and attachments should be less than 5 MB. These rules also apply to emails sent to support@faro.com.

Response Time

You should expect a response from FARO within 1 business day, if not earlier. For the fastest response time, please enter your support case in the FARO Portal.

For emergencies, please call 1-800-736-2771 (Hours: Monday - Friday, 8:00am - 7:00pm EST).

Web Browsers

We have built the FARO Portal to work with as many web browsers as possible. However, if you encounter any browser issues or errors accessing the Portal, please access the help information for your particular web browser or contact your company's IT department for assistance. 

Contact FARO Support

Toll Free: (800) 736-2771
Toll Free:
Mexico
001-866-874-1154
Email: support@faro.com


 

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