Service & Support
FAQs and sales support
Atmax Africa — Service and Support
At Atmax Africa, our commitment doesn’t end at the sale. Our trained engineers provide complete support throughout the life of your equipment — from installation and calibration to routine maintenance and rapid troubleshooting. Whether you need after-sales technical assistance, answers to common questions, or access to drivers, manuals, and product documentation, our team is here to keep your VEGA digital printing systems running at full capacity. With responsive service across Africa and a deep understanding of digital carpet and textile printing, we help you minimize downtime, protect your investment, and get the most from every machine.
Operate in accordance with the contract.
The supplier is responsible for the installation and commissioning work, while the buyer is responsible for the relocation of the equipment and necessary personnel assistance (the buyer shall bear the travel and accommodation expenses of the supplier's personnel).
The supplier provides the installation and construction plan, and the buyer is obligated to prepare the site and all installation conditions in advance in accordance with the supplier's requirements.
The supplier will develop a training plan based on the actual situation of the customer's personnel to ensure the quality of training; the supplier will also provide the customer with on-site operation and application guidance free of charge for a certain period of time (the customer shall bear the cost of the supplier's personnel's food and accommodation).
The supplier is responsible for providing a complete set of technical documentation and all relevant drivers for the devices.
Each machine is covered against manufacturing defects for the period stated in your purchase agreement. During the warranty term, covered parts and technical support are provided in line with the contract.
Software and hardware upgrades are available to keep your equipment current and improve performance over time. Contact our team to discuss available upgrade options for your model.
Our specialists are available to advise on equipment selection, production planning, materials, and process optimization — before and after purchase. Reach out any time for technical or commercial guidance.
For any enquiry not covered above — spare parts, consumables, servicing, or general support — please get in touch with our team and we will be glad to assist.
Taking acid ink printing as an example:
1. After steam fixing, the sample colour is too light, not bright, and has low saturation. This may be due to excessive time between printing and entering the steam chamber, causing the ink to penetrate downwards on the carpet surface; or the steam chamber temperature being too low, so the ink penetrates faster than it can adhere to the yarn surface; or the temperature being too high, resulting in insufficient saturated steam and too little medium for the dye to complete fixing; or simply insufficient ink volume.
2. Ink drips occur on the carpet surface during printing. Loose yarns on the nozzle surface accumulate ink, causing drips; low negative pressure causes dripping; loose yarns on the carpet surface accumulate ink; or the ink itself is problematic, easily causing seepage and dripping.
3. Pass tracks, reprints, or white lines appear during printing. Pass tracks: slippage between the carpet and guide belt, where carpet speed does not match headstock printing speed. Incorrect stepping parameters — reset them. Nozzle clogging or insufficient ink in the ink channel.
Low ink: The ink bottle is empty and needs refilling, or the proximity switch is not detecting ink.
Ink supply timeout: Excessive ink usage or slow ink supply speed. After resetting, check whether the ink inlet tube is below the liquid level; the quick-connect fitting is not properly inserted; the vertical filter is clogged; the butterfly filter is clogged; the printhead is leaking ink and not filling the secondary ink bottle; or there is liquid in the air pipe, causing the printhead to drip and starving the ink supply.
The whole printing process involves the raw blanket batch, wetting treatment, printer parameters and curves, printing environment, dwell time before entering the steam chamber, steaming conditions, colour development conditions, and the amount of fixing agent sprayed. A change in any of these can alter the final colour. The goal is to keep every factor as consistent as possible to reduce colour difference and hold it within an acceptable range.
1. Raw blanket: For the same job, keep the raw blankets from the same batch to avoid colour differences between batches.
2. Wetting treatment: Check consistency of moisture content in pre-treatment, and the type and amount of additives used.
3. Printer parameters & curves: Printhead voltage, printing accuracy, scanning speed, density curve and ICC file, whether embedded files are retained, and whether colour matching is used.
4. Printing environment: Keep the printer room at 18–28°C and 50–70% humidity, as constant as possible. Rapid changes affect ink viscosity and alter printhead output. Keep some ink in the room for replenishment to reduce colour differences during ink changes.
5. Dwell time before steaming: After printing, ink continues to seep downwards. Inconsistent dwell time before steaming causes colour differences — too long results in a lighter colour.
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