Customer Technical Support from BDM Distribution

Customer Technical Support

Support ticket request

If you need support with your Contex, Colortrac or Microtek equipment, please complete the form below and our team will review your request.

This page helps us collect the key information needed to understand your issue, including your contact details, equipment model, serial number and a description of the fault or problem you are experiencing. Providing as much detail as possible helps us assess your request more efficiently and guide you towards the most appropriate next steps.

For customers without a support contract, we aim to respond within 2 working days. If your equipment is covered by an active support contract, we aim to assist within 1 hour, in line with the response level included in your agreement.

BDM Distribution is the approved and authorised UK and Ireland service agent for Colortrac, Contex and Microtek, providing dedicated support for customers.

Microtek Authorised Distributor 2026_BDM Distribution 2026

Your Contact Details

Your Name *

Your position *

Company NameIf you a private individual, please leave blank

Your Email Address *

Address Line 1 *

Address Line 2

City *

County *

Post Code *

Country *

Contact Telephone Number *Please provide either a contact or mobile phone number

Equipment Details

Scanner Manufacturer *

Contex Scanner Model *

Colortrac Scanner Model *

Microtek Scanner Model

Support for older Contex and Colortrac equipment may be limited, depending on the model, age of the scanner, software compatibility and availability of parts. Please provide the model details, serial number and any other relevant information so our team can review what support options may be available.

Scanner Serial Number *

What type of issue are you experiencing? *Please select the option that best describes the issue with your equipment. If you are unsure, please select “Other” and provide more detail in the description box below.

Who set up and installed the equipment for you? *Please let us know who was responsible for setting up and installing your equipment.

Please describe the issue *Please provide as much detail as possible about the issue you are experiencing, including when it started, what you were doing at the time, any error messages shown, and whether the problem happens every time or only occasionally. The more information you can provide, the easier it will be for our support team to understand the issue and advise on the next steps.

Are the image quality issues affecting reflective media, transparency media, or both?Reflective media means items scanned from the surface, such as paper documents, photos, prints or artwork. Transparency media means film-based items scanned using the transparency unit, such as negatives, slides or film strips.

Who did you purchase your equipment from?Please enter the reseller, supplier or company you purchased the equipment from.

Purchase date (if known)

Please select or enter the operating system used with the equipment, *

Which Microtek driver software are you using? *Enter the version number installed. This information can usually be found in the software by clicking on Help then About or looking on the installed programmes list.

Are you using SilverFast software with your Microtek scanner?Some Microtek scanners are supplied with SilverFast software as part of the scanner package. Please let us know whether you are using SilverFast with your Microtek scanner. If you select yes, please provide the SilverFast version number where possible.

Which version of SilverFast are you using?Please enter the SilverFast software version currently installed, if known. This can usually be found within the SilverFast application under the About, Help or information section. If you are unsure, please leave this blank or upload a screenshot of the SilverFast version screen with your support request.

Total meters the scanner has scanned *To find this information, refer to the user manual.0 / 10

WIDEsystem version installed *WIDEsystem is Contex’s drivers and utilities software. It is required to be installed if using the scanner with a computer and Nextimage. To find the version of WIDEsystem installed, open WIDEsystem and click on the Info tab.

Nextimage version being used *Nextimage is Contex’s scanning software. It requires the purchase of a license key to use once the trial period has elapsed.

Which version of Nextimage 7 is installed?

Which version of Nextimage 6 is installed?

Which version of Nextimage 5 is installed?

Which version of Nextimage 4 is installed?

Which older version of Nextimage is being used? *

What is firmware is currently installed?To find the scanner’s firmware, open WIDEsystem, click the Info tab and locate the firmware version listed. For SD One MF and IQ Flex, this information can also be found via the touchscreen. Tap on the Settings icon and tap About.

SmartConnect version being used *SmartConnect is Colortrac’s Driver and Utilities software. It may also be known as SC or SG utilities. To find this information, open the software or look in the installed programs list.

SmartWorks Software Package *SmartWorks Touch is provided for free with standard SmartLF SCi/SGi models while SmartWorks Touch MFP is provided with Professional MFP versions of SmartLF SCi scanners. SmartWorks Imaging requires a license key to use. NetApp is for use with SmartLF Scan! models.

SmartWorks scanning software version being used *If SmartWorks softworks software is not being used, leave blank

Please note, SmartWorks Pro is now discontinued Colortrac software and has been replaced by SmartWorks Imaging. SmartWorks Pro required a USB license dongle to operate, which would have been supplied at the time of purchase. These license dongles are no longer available to purchase new, and replacement dongles for lost, damaged or broken units are also no longer available. If the original USB license dongle is no longer available or is not working, SmartWorks Pro cannot be reactivated. In this case, you would need to look at moving to the current SmartWorks Imaging software, subject to compatibility with your scanner model.

Has a manufacturer-backed extended warranty or support contract been purchased? *Please only include extended warranties or support contracts purchased through the manufacturer or underwritten by BDM Distribution. Third-party warranties or reseller service plans that are not backed by the manufacturer or BDM Distribution should not be included here.

Any additional information about your issue?Please include any extra details that may help us understand your issue, such as what happened, when it started, or any troubleshooting you’ve already tried.

More information *Please provide any relevant details about your extended parts warranty or support plan, such as the contract reference number, registration details or proof of purchase. Please note that only extended parts warranties purchased and registered through the manufacturer and BDM Distribution can be recognised. Third-party warranties or reseller service plans not purchased or underwritten in this way cannot be recognised by BDM Distribution or the manufacturer.

Upload Supporting Files

Please upload any supporting files, such as screenshots, service package files, error messages or examples of image quality issues. These files can help our support team understand the issue more quickly and provide more accurate guidance.

By submitting this form, you consent to the collection and processing of the information provided for the purpose of resolving technical issues. The data may be shared with authorised third parties where necessary to facilitate your request. All information will be handled in accordance with our Privacy Policy and applicable data protection laws, including the UK GDPR and EU GDPR where relevant. Data will be retained only for as long as necessary to fulfil the stated purpose.

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