Before you contact anyone
If a fixture is damaged, smoking, smells of burning, or has exposed internal parts, disconnect it from power and do not use it again until it has been inspected. Let the fixture cool before handling it. Lamps and other light sources stay hot for some time after power is removed.
Do not open the fixture housing unless you are a qualified technician. Fixtures contain mains-voltage components, and opening the unit may cause further damage.
Check for common causes
Many apparent faults come from the installation rather than the fixture. Work through these checks first:
Confirm the fixture is receiving power. Try a different power outlet or power cable.
Check that the data cable is connected and undamaged. Try a different cable, and check that the control signal reaches the fixture.
Check the control settings. Confirm the fixture's address and operating mode match what your controller expects.
Look for error messages or status indicators on the fixture's display, if it has one. Note exactly what they say.
Allow the fixture to cool and restart it. Some fixtures shut down when they overheat, so check that the vents are clear and the fixture has adequate airflow.
Try the fixture on a different circuit or with a different controller, if you can, to find out whether the fault follows the fixture.
If the fault remains after these checks, the fixture probably needs repair.
Gather the information the service department will ask for
Collect the following before you make contact:
The fixture's model name and serial number, usually printed on a label on the housing.
Proof of purchase, including the date and the seller.
A clear description of the fault: what it does/doesn't do, when it started, and whether it is constant or intermittent.
Any error messages or display codes.
The troubleshooting steps you have already tried.
Photos or a short video of the fault or any visible damage.
A note of the fixture's history, such as hours of use, recent transport, or exposure to water, dust, or impacts.
Contact the right party
Who handles repairs can depend on how you bought or obtained the fixture.
Purchased from an authorized dealer or distributor: Contact them first. They usually act as the first point of contact for service and can advise on the next step.
Rented or hired: Contact the rental company. Do not attempt repairs on rental equipment.
Installed by an integrator or contractor: Contact the installer, who may hold the service arrangements for the installation.
Bought directly from the ADJ: Contact the ADJ service department.
In any event, you always have the option of contacting ADJ's service department!
As an end user, you can always contact ADJ's service department directly as they are equipped to assist you, as an end user, with both in and out of warranty repairs.
Service Department Hours: 8:00am - 4:30pm (PST)
Email: support@adj.com
Phone: (323) 582-2650
What happens next
Repair processes vary, but they commonly follow this order:
A service representative will review your description and may ask for more detail or for photos.
They may suggest further troubleshooting steps you can try.
If the fixture needs to be sent in, they will issue a return authorization (RMA) number. Put this reference on the outside of the package and on any paperwork inside.
Ship the fixture to the address they give you.
Upon receiving the fixture, it is inspected by the service team, and you will be told what is needed to repair it and a cost estimate will be provided if applicable.
Pack the fixture for shipping
Poor packing is a common cause of additional damage in transit.
Disconnect all cables and remove accessories that are not part of the repair, such as clamps, safety cables, and gel frames, unless the service department specifically asks you to include them.
Use the original packaging if you still have it. Otherwise use a strong box or flight case with firm padding on all sides.
Secure any moving parts that can be locked for transport.
Include your contact details, the fault description, and the RMA number inside the package.
Note the RMA number on the outside of the box (also noting it in the reference field of the shipping label is helpful).
Ship the boxed fixture via your shipping provider and keep the tracking details.
Warranty and repair costs
Whether a repair is covered depends on the warranty terms that apply to your fixture, the nature of the fault, and the fixture's history. Warranty coverage is at the sole discretion of ADJ's service department.
If a fixture is to be repaired under warranty, it will be shipped back to you upon the completion of those repairs.
If the fixture is out of warranty, or the issue falls outside the scope of the warranty coverage terms, you will be provided with a repair estimate and asked for authorization to proceed before any further work will be done.
If you need the fixture working urgently
If the fixture is needed for an event or installation with a fixed date, make sure the service department is aware of this so they can prioritize your repair if it is possible.
They will let you know if they are able to meet your schedule needs or not and what next steps might be available.