Support

Frequently Asked Questions

CAN PROTONEX PRODUCTS BE SHIPPED INTERNATIONALLY?

Yes - most of our power management systems and accessories are exportable under an EAR-99 classification. Please contact us for more information.

I WAS ISSUED A POWER MANAGER KIT, BUT I NEED ADDITIONAL ADAPTERS AND ACCESSORIES. CAN I GET THEM DIRECTLY FROM PROTONEX?

Yes, you may purchase additional or replacement cables and accessories directly from us, our qualified Vendors and Solution Integrators, or on GSA Advantage. Many of our products, cables and accessories have NSN numbers and can be purchased using the Class IX acquisition system as well.

I THINK MY PROTONEX PRODUCT ISN’T WORKING. WHAT SHOULD I DO?

Please contact Protonex support at support@protonex.com or 508-490-9960 x200. If possible have the gear with you when you contact us, so we can help determine what the problem is.

IF I NEED TO RETURN A PIECE OF PROTONEX GEAR FOR REPAIR, WHAT SHOULD I DO?

You’ll need to get a Return Merchandise Authorization (RMA) from Protonex. You can do so by contacting your Protonex representative or contacting us at support@protonex.com or 508-490-9960 x200. We’ll need your name, contact information, return address, part number and serial number of the equipment that failed, along with a description of the problem. It’s also helpful if you know the sales order number the equipment was originally purchased on, but not required.

HOW DO I UPGRADE MY SOFTWARE?

All Protonex power management systems can have their software field upgraded – an easy 5-minute operation from a laptop or computer. We typically release 2 to 3 software updates per year. Each of these typically adds features and capabilities, and addresses any problems we’ve found in the field. We recommend that you upgrade every 1-2 years, unless you have a specific problem that an upgrade addresses. Please click on the “Download Firmware Updates” button at the top of this page to get the instructions of how to receive the updates.

CAN I BUY PROTONEX EQUIPMENT FOR PERSONAL USE?

In many cases, yes. We are allowed to sell most power managers, accessories, and adapters to US citizens and to the citizens of allied countries. You must however agree not to take or resell the products into countries on the US Dept. of Commerce embargo list. Some items which connect to restricted or classified equipment may not be sold for non-military use.

DOES PROTONEX QUALIFY AS A SMALL BUSINESS?

Yes, for doing most business with the US Government, Protonex qualifies as a small business, and may use small-business set-aside funding.

WHAT IS THE PROTONEX CAGE CODE?

The Protonex CAGE Code is 3B0F7.