Welcome to X-Laser’s Service and Support Center:
Having a problem or need technical support with your X-Laser product? You’re in the right place.
If you don’t see what you are looking for on this page, please contact us! You are welcome to call our technicians at 866-702-7768 ext. 155 during our normal business hours (9 a.m. to 6 p.m. EST Monday through Friday).
You will get the fastest service by e-mailing us at firstname.lastname@example.org. E-mail to that address are automatically distributed to several people so we can respond as quickly as possible.
- Aurora Series (Caliente Aurora, Aurora 4C, Aurora Emerald, Aurora Crimson, Aurora Cobalt)
- XA Series (Mobile Beat MAX MK2, Hawk 500 and X-Beam)
- PSX-400 RGB
- Mobile Beat Mirage
- Mobile Beat Mercury
- Skywriter HPX M-2
- Skywriter HPX/HPX Tour (ILDA)
- Skywriter HPX M-5
- X-POD series beam array router and heads
- X-Series: Caliente, X2 & X4 projectors
(mid-2015 and older models including X4C/X4G, X4RG, Caliente RGB700, Sapphire, X250G, etc.)
Laser Control Software Downloads:
- Pangolin Quickshow Demo Download
- Pangolin Quickshow Full Version Download (V3.0 Beta Build 540)
- FB3 drivers for Quickshow or Beyond
Technical Support and Laser Service:
Lasers are precision instruments that do periodically require internal service to replace old parts. Internal service procedures other than those described below should only be performed at X-Laser’s facility so that each laser can be re-certified to comply with U.S. Federal Laser Product Performance standards. Currently, field service by qualified technicians is only approved for X-Beam 2500, X-Beam 5000, Skywriter Chroma Mini, Skywriter HPX and Mobile Beat MAX projectors. Any other service, maintenance or alignment for any other X-Laser product should be performed ONLY at the X-Laser facility in Laurel, Md. We strongly discourage anyone from attempting to perform service themselves or hiring non-qualified persons to do so because working on lasers safely requires significant training and specialized tools. Attempting to service your laser yourself will likely also void your laser’s warranty. There are no user-serviceable parts inside of an X-Laser product and consequently, X-Laser does not sell replacement parts.
For Mercury firmware and console profiles, click here.
Submit RMA (Return to Manufacturer Authorization) for laser repairs or maintenance:
To submit a new RMA request, first call us at 866-702-7768 and select option 5. After you obtain an RMA number, Click Here. Once you complete and submit the RMA form you will get a PDF popup with shipping and packaging instructions to send your unit to us for repair. There is a $50 fee to evaluate lasers for repairs, which is waived if you authorize us to proceed with repairs on your laser.
X-Laser Warranty information:
All new X-Laser products carry a warranty valid from the date of purchase. This warranty is valid for six (6) months on laser diodes and one (1) year on the rest of the unit. If your unit requires service or repair covered by warranty, the original warranty covers both parts and labor for any necessary service or repair.
Refurbished, discontinued or outlet items sold by X-Laser carry a 90-day warranty on the entire unit.