Paul C. Buff, Inc. - Frequently Asked Questions

General Questions
Flash Unit Questions
Remote Control Questions
Vagabond Questions
Accessory Questions
Ordering Questions
Warranty and Repair
Retired Products

Do you sell any used or refurbished equipment?
Do you have any gift cards?
Do you accept purchase orders?
Can I visit your offices and view your products?

What are the differences between the AlienBees and White Lightning products?
What are the differences between the different AlienBees?
Can I use a Zeus Power Pack with my AlienBees?
Are the Zeus Head Units Z2500SH, Z2500BTH, and ZRM1 compatible with any other power packs?
What type of accessory mount does my light have?
What type of umbrella mount does my light have?
What type of modeling lamp can I use with my light?
My camera doesn't have a PC cord outlet, how can I trigger your lights?
My camera doesn't have a standard type hot shoe, what should I do?
Can I order a 230 V version of a light?
How can I maintain accurate WYSIWYG (what-you-see-is-what-you-get) modeling with the tracking feature if I am using units of varying total power (e.g. two B1600s with one B800)?
What does it mean if the modeling lamp in my unit flickers randomly, even when I'm not firing the light?
What will trip the slave cell?
When using my light with a sync cord, it only fires about half the time when triggered with the camera. When I fire the light with the test button, it flashes every time. Why is this?
I'm having problems fitting the sync cord into the PC connection on my camera and/or into the sync jack on my flash unit.
When do I need to use the remote jack on my light?
My flash unit does not fire when I press the test button. All I hear is a 'clicking' sound. The ready light comes on, and the model lamp works, but the unit will not flash. What does this mean?
My unit flashes when the TEST button is pushed, but it won't fire at all with the sync connected to my camera. What could cause this?
Can I use a generator with my lights?

What lights are compatible with your remotes?
The red dump light stays on and the unit has minimal flash.
My receiver is not responding to my CST/Cyber Commander.
My CST/Cyber Commander has a limited distance, what’s wrong?
The red LED on the CST has multiple flashes each time it is triggered.
My Cyber Commander locks up after installing a new SD Card.
I am using speedlites with CyberSyncs and I experience misfires occasionally, typically after a break in shooting (30 seconds or more).
When using a CyberSync system with a CST, my flashes suddenly start firing as fast as they can recycle.
I have a speedlite connected to your CyberSync via an adapter on the foot and the flash will not fire.
My Cyber Commander loses one channel suddenly.
How can I mount my CSRB to my light?
What is the x-sync speed of the CyberSync?
Can the frequencies used by your transmitters be used legally in other countries?
Can the CSR and CSR+ work with 230 V power?
Is my CyberSync product compatible with other transmitters and receivers?
Will CyberSync fire Sekonic Meters with the Pocket Wizard?

What lights are the Vagabond II battery pack compatible with?
What is the Vagabond II compatibility overseas?
Can I use a generator with my Vagabond II?
Can I take my Vagabond II on an airplane?
Can I use NiCad, NiMH or lithium batteries in the Vagabond II?
How many units can be plugged into my Vagabond II?

I have a 30x60 Foldable Softbox and it sags when on the front of my light, is there a way to fix this?
How do I get my PLM diffuser fabric to fit tighter?
Which way do I mount my diffuser to my foldable softbox or PLM, matte side or gloss side out?
What is the correct position of the light to the PLM?

What methods of payment do you accept online?
Is it okay if my billing address is different from my shipping address?
How are the shipping charges calculated?
What are the available shipping options?
Will the shopping cart calculate the discounts applicable to my order?
Will my credit card be charged immediately when I place an order online?
What do I do if I realize that I made a mistake in my order after it has been placed?
How long will it take for my order to be processed and shipped?
How long will it take for my order to arrive? Can I track the shipment?
Can I get a receipt of the order?
I have a special request for my online order, where do I note this?

What are the terms of the Absolute Satisfaction Guarantee and Warranty?
Where can I get repair info?
How much does it cost for out of warranty repairs?
How do I know if my product is within warranty period?
Where can I get a replacement manual?
I ordered a light and it’s too bright/not bright enough, can I swap it out for another model?

What are the big differences in the UltraZAP and X-Series flash units, the WL10,000 flash units, and the Ultra series?
How can I get operating instructions and/or assistance on an older White Lightning Flash Unit?
I have one or more of the following problems with my Ultra:(1)The light suddenly seems to recycle twice as quickly;(2)I seem to have about half the power I used to; and/or (3)they 'pop' when the light flashes has a different sound. What's wrong?
I've noticed that you sell a cooling fan as a separate accessory for the Ultra. Should I get one?

A. General Questions

1. Do you sell any used or refurbished equipment?: No. We only sell new, unused equipment, so that we can ensure that we are offering you the highest quality product that will serve your craft for years to come. We keep any used equipment to offer as "loaner" equipment, to be used by our customers while they're having a unit repaired or upgraded.
2. Do you have any gift cards?: At this time we do not have gift cards. However if someone is not completely satisfied with his or her order we always have our 60 day satisfaction guarantee.
3. Do you accept purchase orders?: We cannot accept purchase orders.
4. Can I visit your offices and view your products?: Yes. Our offices are located at 2725 Bransford Avenue Nashville, TN 37204 and we are open 9am-5pm CST Monday-Friday.

B. Flash Unit Questions

1. What are the differences between the AlienBees and White lightning products?: AlienBees and White Lightning are both divisions of Paul C. Buff, Inc. While both lines are similar in design, there are some differences. First, AlienBees and the White Lightning X800 units all have a stepless 5 f-stop power range, while the White Lightning X1600 and X3200 have an additional quarter-power switch, allowing the units to be powered down an additional 2 f-stops for a total 7 f-stop range. Both lines offer built-in slave trippers, true modeling previews, and both arrive with a standard 7-inch field reflector, a user-replaceable 5600K daylight-balanced flashtube, 15' power cord, and a 15' sync cord. Both product lines offer a internal fan cooling and however in the AlienBees line the fan is always on and in the White Lightning X Series the fan is thermostatically controlled. Both product lines are mono lights they plug directly into a wall outlet.
The other differences to note are in the modeling lamp power rating, the modeling lamp adjustment, and the housing. The Bees come in a polycarbonate housing, which is the same material used to make bullet-proof glass. This is the same material used in the shipping covers that both the Bees and White Lightning use. It is extremely durable and light weight. White Lightnings have anodized aluminum housings. Additionally the White Lightnings are larger in size than the Bees. The Bees come with a standard 150w bulb (max). The X series lights come with a 250w bulb(max). While White Lightning has 2 separate sliders on the back panel for separate adjustment of the modeling light and flash power, the Bees have a "tracking" button. When this button is engaged, the modeling light will mimic the power set for the flashtube. For example, if your flash is cut to 1/2 power, your modeling light will cut to half power as well. This enables you to have true "what you see is what you get" modeling.
Both lines have a 60-Day Absolute Satisfaction Guarantee, offering you ample time to test the equipment, and to ensure that what you have purchased is exactly what you need and want. White Lightning monolights have a 5 year warranty. The AlienBees monolights have a 2 year warranty plus an upgrade program. Any time during your warranty period, you can send in your Bee and have it upgraded to a higher power unit for the difference in cost, plus $25. This is very helpful, because as your photography expands, your lighting setup can grow as well, for minimal money :) Additionally, the Bees are offered in 5 different colors, star white, deep space black, mellow yellow, alien green, and martian pink. With these colors, you can break out of the norm and express your artistic creativity!
Both lines use the same accessories, fitting the same stands, softboxes, reflectors and modifiers. They can both also be used with our Vagabond Portable Power System. The Vagabond enables you to travel all over the world and not have to worry about power requirements. The Bees can also be modified to use in 230 V regions.
2. What are the differences between the different AlienBees?: Please visit http://www.alienbees.com/specs.html for more information.
3. Can I use a Zeus Power Pack with my AlienBees?: No. A Zeus Power Pack is designed to work only with Zeus Head Units.
4. Are the Zeus Head Units Z2500SH, Z2500BTH, and ZRM1 compatible with any other power packs?: The Zeus heads are compatible with the Dynalite M1000wi power pack and the M1000er power pack.
5. What type of accessory mount does my light have?: All AlienBees and White Lightning lights have the same mount that is designed to work with all Paul C Buff Accessories. This is the same type of mount on Balcar lights.
6. What type of umbrella mount does my light have?: All Paul C Buff lights have a 3/8” diameter umbrella mount.
7. What type of modeling lamp can I use with my light?: All AlienBees ship with a 150w quartz modeling lamp with a standard Edison-style base and can use any bulb with an Edison-style base upto 150w except for compact florescent tube (CFL) style lights. White Lightning X Series ship with a 250w quartz modeling lamp with a standard Edison-style base and can use any bulb with an Edison-style base upto 250w except for compact florescent tube (CFL) style lights. The Zeus series heads use a 250w modeling lamp.
8. My camera doesn't have a PC cord outlet, how can I trigger your lights?: You can click here to purchase an adapter that will fit on your hot shoe that will have a PC cord outlet.
10. My camera doesn't have a standard type hot shoe, what should I do?: If your camera has a non-standard hot shoe such as a Minolta or Sony you can buy an adapter at FlashZebra
11. Can I order a 230 V version of a light?: You can order a 230 V version of any AlienBees light for $10 extra. You will need to specify in your order or give us a call to make sure you get the right version.
12. How can I maintain accurate WYSIWYG (what-you-see-is-what-you-get) modeling with the tracking feature if I am using units of varying total power (e.g. two B1600s with one B800)?: Your multi-light setup may include units of different output powers. If you use the supplied modeling lamp in each unit (the 150-watt lamp), the preview will not be accurate. A higher-powered model (the B1600, for example) at full power produces more light than a lower-powered model (the B800, for example) at full power. If you use identical modeling lamps in these two units however, they will be of equal brightness despite the output difference. An accurate preview can be accomplished by simply using modeling lamps whose wattage ratings are relative to the flash power. For example: In a setup using B1600s, B800s and B400s, you could use a 150-watt bulb in the B1600s, a 75-watt bulb in the B800s and a 40-watt bulb in the B400s. This will allow you to maintain an accurate WYSIWYG preview, reflecting the appropriate output differences between the models.
13. What does it mean if the modeling lamp in my unit flickers randomly, even when I'm not firing the light?: Several things can cause flickering of the modeling lamp. As the modeling lamp circuitry is sensitive to ac line noise, noise caused by large air conditioning units, nearby fluorescent lighting, and electronic dimmer circuits may produce flickering. The problem can also occur when circuits are overloaded (perhaps with a large number of lights connected to a single circuit). Additionally, flickering can occur when different cables and cords are run too closely together, or when excessive extension cords are used.
To prevent flickering, be careful not to overload your power circuits. When using a remote control, do not route the remote cable in close proximity to power cords. If you use an extension cord that is 25 feet or longer, use a 16-3 or larger gauge wire (3 #16 AWG wires) extension cord. Smaller numbers indicate a larger wire (go figure), so a 14-3 extension cord (3 #14 AWG wires) is larger than a 16-3 cord.
14. What will trip the slave cell?: Our built-in slave tripper is sensitive to both visible and infrared flashes of light. Any light flash that it “sees” can trigger it, including the flash from another unit in your setup or a conventional on-camera flash. An infrared remote transmitter will trip the slave cell as well. Although this gives you more options for triggering the lights in your setup, the presence of extraneous triggers must be considered when you are not the only photographer in the area. Other photographers' flash units, on-camera flashes, or infrared remote controls can inadvertently trip your lights.
When you are the only photographer in a specific shooting environment, the built-in slave tripper on each unit eliminates excess wiring in your setup. You can use multiple flash units, and hard-wire just one unit to your camera. Your camera’s sync circuit will fire the hard-wired flash, and the built-in slave cell on each of your other units will fire the remaining units simultaneously.
If you are shooting in an environment where other photographers are using flash units, you will need to disengage the built-in slave tripper in your flash units. The slave tripper is disengaged whenever a sync cord or dummy plug is inserted into the sync jack. Disengaging the built-in slave tripper will prevent your flash units from being tripped by other flashes. To fire multiple units without using the slaves, you can use our LG4X Wired Remote, CyberSync Wireless System, or our SS1 Sync Hardwire Kit.
15. When using my light with a sync cord, it only fires about half the time when triggered with the camera. When I fire the light with the test button, it flashes every time. Why is this?: An improperly wired power outlet (where the ac Line and Neutral wires are reversed) could be the culprit. This is particularly common in older buildings. To find out if the power outlet is the source of the problem, you can use a circuit tester. This is a small three-pronged device that plugs into the ac outlet and has lights that indicate if there are any wiring problems. You can pick one up at a home improvement store or electrical supply store for a few dollars. If you frequently shoot on location, it’s a good thing to have along in the equipment bag.
This problem can also occur as the result of a problematic cord or connector. Connectors can wear over time, causing a loose or corroded connection between the camera X-sync PC female and the PC male connectors. If you suspect that the problem is in the cord or the connector, please contact our Technical Support Team for assistance. The Technical Support Team can be reached by calling our Toll Free Number, 1-800-443-5542, available to help you Monday through Friday, from 9:00am until 5:00pm, CST.
16. I'm having problems fitting the sync cord into the PC connection on my camera and/or into the sync jack on my flash unit.: The standard sync cord supplied with your White LIghtning flash unit is a 15-foot cord, with a 1/4-inch stereo plug on one end, and a PC connector on the other end. The standard sync cord supplied with the AlienBees units has a PC connector and a 3.5 mm (1/8") plug. To ensure a proper connection, you must push both the PC connector and sync plug in fully, until they cannot be pushed in any further. Simply pushing the connector in one more “click” for a positive, tight connection solves many problems of this nature. However, given manufacturing tolerances, it is only natural to get an occasional "minus" sync cord mating up with a "plus" camera PC connector, and vice versa. A PC connector set requires a tight fit to prevent misfires, and there are slight size differences occasionally noted between a camera manufacturer’s PC outlet, and cord manufacturer’s PC cord. While this is rare, if you feel that your sync cord simply won’t match, please contact us and we will send you a new sync cord.
17. When do I need to use the remote jack on my light?: When using a Cyber Commander and a CSR+ or CSRB+, or a LG4X the remote jack will give you more control over your lights.
18. My flash unit does not fire when I press the test button. All I hear is a 'clicking' sound. The ready light comes on, and the model lamp works, but the unit will not flash. What does this mean?: If the ready light comes on, and you hear a faint click when you push the test button but see no flash, your flashtube may be exhausted. A new flashtube will most often fix the problem. By the nature of their design, all flashtubes become exhausted after extended use. Our flashtubes offer a typical life expectancy of around 250,000 flashes. You can purchase replacement tubes from us online or by phone, and replace the tube yourself simply and inexpensively. If you are uncertain as to which size and style of flashtube you need, you can visit our flashtube section of our web site, or call us on our Toll Free Customer Service Line (1-800-443-5542), and we will help you determine the correct replacement tube.
19. My unit flashes when the TEST button is pushed, but it won't fire at all with the sync connected to my camera. What could cause this?: First, you should check your sync cord by plugging it into your light and shorting the PC male connector center pin to the circular sleeve that surrounds it. You can use a paper clip, a ballpoint pen tip, or metal nail file to do this (and don't worry, no dangerous voltage is present on this connection). This should cause the light to fire. If the flash unit fires, but won't fire from the camera, read on. Some of the newer electronic cameras are sensitive to sync polarity. The sync cord that comes with the lights is one piece, center positive. If your camera has negative polarity, you may want to order our two-piece sync cord. One piece in this set is a short white cord that has the small PC connector that goes in the camera on one end and a two-pronged “household ac” type connector on the other end. This pronged end plugs into the socket on the long black part of the sync cord. If you look at the prongs and the socket they plug into, you'll notice that they are two different widths. Normally, they should be plugged together so that these widths match. When you connect them the other way, you are reversing the polarity. If your camera is not tripping the lights, try reversing this connection. Some cameras we know are sensitive to this are: Canon EOS series; Olympus; Bronica; Minolta Si 6000, 7000, 9000, and the Fuji 6x7.
20. Can I use a generator with my lights?: We recommend a 1000W of generator power for each light used. The reason for the high output is that when the lights recycle, they create a brief but heavy current draw for which generators try to compensate. The generators cannot then adjust back to normal output as fast as the lights finish recharging. At this point, the generator output voltage may exceed 140 Vac, and can cause internal damage. The use of larger capacity generators minimizes this problem.

C. Remote Control Questions

1. What lights that are compatible with your remotes?: We do not maintain a complete list of lights are compatible with our CyberSync products as the CyberSync system was designed to work with Paul C. Buff products. The CSRB will work with a wider range of lights on the market than the CSR version, including most "speed light" types. The CSR+ and CSRB+ will also trigger a variety of lights other than Paul C. Buff products via the 3.5mm sync jack located on the side of housing.
2. When using my Cyber Commander or LG4X the red dump light stays on and the unit has minimal flash.: Make sure before you connect your CSR+, CSRB+, or LG4X into the flash unit that the light is switched ON. Also make sure all modeling lamp switches are in the ON position and the sliders are on full power.
On the Cyber Commander make sure the light assigned to each active channel is in the ON position and NOT set in STAND BY position. This setting is in the LIGHT SETTING MODE of your Cyber Commander.
On the Cyber Commander also double check to make sure you are on the same channel as the receiver you are trying to control. It is very easy to accidentally change channels when changing screens.
3. My receiver is not responding to my CST/Cyber Commander.: Make sure they are on the same channel/frequency. On a CSRB+ the gray arrows on the frequency / channel dial are pointing to the correct number. On other receivers the CSRB, CSR, CSR+ make sure the dark notch on the frequency / channel dial are facing the correct number. Make sure the dark notch on the frequency dial on the CST are facing the correct number.
4. My CST/Cyber Commander has a limited distance, what’s wrong?: The transmitter's effective range is affected by the state of the battery in the transmitter. If your range seems to drop under familiar conditions it may be time to change your battery. Range can also be influenced by objects too near the CST antenna, or by solid objects obstructing the line of sight path to the receiver's antenna.
5. The red LED on the CST flashes multiple times each time it is triggered.: The battery is low or has a weak connection. The battery is a CR2450 3V coin cell, and replacements can be obtained at Walgreens, Wal-Mart, hardware stores, and Radio Shack.
6. My Cyber Commander locks up after installing a new SD Card.: Installing an SD card larger than 2GB can lock up the Cyber Commander.
7. I am using speedlites with CyberSyncs and I experience misfires occasionally, typically after a break in shooting (30 seconds or more).: This is not a function of the remotes; rather the speedlite is likely set to go into standby mode after 30 seconds (default times will vary by manufacturer). Typically firing the remotes once will not yield a response, but will wake the lights, and subsequent attempts will fire the lights. Also, most speedlites (though not all) allow adjustment of auto standby in a custom menu. Please refer to your instruction manual for details.
8. When using a CyberSync system with a CST, my flashes suddenly start firing as fast as they can recycle.: Rapid firing can be caused by a very low battery in a CST. Accompanying symptoms can include no further response from the CST once the battery is removed and reinstalled or multiple LED blink when tested/triggered.
9. I have a speedlite connected to your CyberSync via an adapter on the foot and the flash will not fire.: Several things could cause this, but first check the bottom of the foot to see how many contacts it has. More than one contact means it is a dedicated flash (or one specifically designed to work with one particular brand of camera).
• If you have a dedicated flash, make sure it is the “M” mode, and not in TTL, i-TTL, ect. Also, make sure any slave/master mode is turned off.
• Inspect your adapter, the shoe (the part the flash slides into) should have a square metal piece, with a round metal piece in the center. These two pieces should be insulated from each other with plastic. Our SLFA has this characteristic and will work. Our HSA has the square piece, but only plastic in the center, while others may only be metal or only plastic, and will not work (they are designed for a different purpose).
• Some dedicated flashes not made by your camera’s manufacturer will not work. Those that do not, have reverse engineered, or altered the original design, so that it works fine connected to the camera, but will not trigger from the customary contacts, and will not work with most (or any) radio remote.
• If your flash has only one contact on the bottom of the foot, then your flash should be compatible with the CyberSync and our SLFA.
10. My Cyber Commander loses one channel suddenly.: This could be the result of a low battery. It could also be in STAND BY mode. Remember, if the channel is in STAND BY mode in the Cyber Commander, the white bock on the bottom of the selected channel will be gray.
11. How can I mount my CSRB to my light?: A common method for mounting a CSRB to your light would be to use Velcro on the side of your light. Others have used a rubber band around the receiver attached to the handle on the light mount.
12. What is the x-sync speed of the CyberSync?: The x-sync speed is determined by the camera and radio tripper. The delay time of Cybersync is 1/4000 second. It can sync up to 1/2500 second on cameras and flash units. Most modern DSLR cameras feature x-sync speeds that do not exceed about 1/250 second, either with a sync cord or with CyberSync.
13. Can the frequencies used by your transmitters be used legally in other countries?: The International Telecommunication Union ( ITU) defines the band of frequencies lying between 2400 MHz and 2500 MHz ( 2.4 GHz to 2.5 GHz ) as an ISM band. This means that license-free radio devices may operate in this band of frequencies in any country that recognizes the ITU. This includes the USA, Canada, Central and South America, all of Europe, Pacifica ( N.Z., Australia, etc. ) most of Asia and Africa as well. WLAN and Zigbee wireless data networks also share this band, but the chances of any interference occurring among the CyberSync and the other low power wireless equipment in this band is very, very slim.
The CyberSync systems conform to FCC, Industry Canada, and European Harmonized Accords covering operation in this band of frequencies. It is certified under FCC Rules Part 15, and Industry Canada.
14. Can the CSR and CSR+ work with 230 V power?: The voltage range for the CSR or CSR+ is between 50 – 260 Vac 50 / 60HZ. This means they will work overseas using 230 V power.
15. Is my CyberSync product compatible with other transmitters and receivers?: The CyberSync receivers and transmitters will only work with each other. This is because the CyberSync system operates on a different frequency band than say a Pocket Wizard or Radio Popper. For example, you could plug in a Pocket Wizard into the sync jack of a Bee and plug in the CSR+ into remote jack (RJ11) of the same Bee. Because they operate on separate frequencies you could trigger the light with your Pocket Wizard and adjust your light using a Cyber Commander or LG4X.
16. Will CyberSync fire Sekonic Meters with the Pocket Wizard?: Cybersync will not fire Sekonic Meters with the Pocket Wizard Module. These can only be fired to or from a Pocket Wizard as the frequencies and coding are proprietary to Pocket Wizard.

D. Vagabond Questions

1. What lights are the Vagabond II battery pack compatible with?: The Vagabond is a 12 Vdc to 120 Vac power supply for operating our 120 Vac flash units. It can power most other analog controlled flash units but some digitally controlled units will not tolerate the characteristic "voltage sag during recycle" of inverter type supplies like Vagabond. We don't attempt to determine which other flash units will or won't function properly. Vagabond is all self-contained and cannot power another battery pack. It can, however, be used with a car battery for very extended shooting.
This being said, we can't warranty your other equipment under these conditions because we didn't manufacture it.
We do offer a 60 day guarantee on everything you order from us so if you want to purchase one and try it out you have 60 days to decide if it will work for you or not.
2. What is the Vagabond II compatibility overseas?: The Vagabond II has a universal charger built in. This is compatible with most ac mains voltages found worldwide. You may need an additional cord to fit into the local wall socket.
3. Can I use a generator with my Vagabond II?: You can use a generator to charge the VII, or you can use the generator to charge the VII while you use it. Just remember the VII inverter converts 12-volt battery power to 120-volt ac power.
4. Can I take my Vagabond II on an airplane?: Yes. The batteries used in both systems (the B15A in the V150 / V300 and the B20A in the VII) are spill-proof batteries, having all of the necessary approvals to be shipped by UPS and US Mail and to be transported by an airline as checked-in baggage (Unregulated per DOT 49 CFR 173, 159 (d), and IATA/ICAO Special Provision A67). When checked in for transport, it must be labeled: “Non-Spillable Battery” for all modes of public transportation. The label must be visible, so you may wish to tag the bag or box the system for air travel. Please understand that some airlines may simply refuse to transport any device that contains a lead acid battery, even one conforming to the current regulations. It is best to check with the airline in advance for any special shipping or packaging requirements.
5. Can I use NiCad, NiMH or lithium batteries in the Vagabond II?: NiCad and other batteries have a tendency to overheat to the point of damage when used with the inverter and flash lighting.
6. How many units can be plugged into my Vagabond II?: Vagabond II can run up to six of our monolights; including all AlienBees, White Lightning Ultra, Ultra Zap and X-series. It can also run one Zeus Z2500 or two Z1250s.

E. Accessory Questions

1. I have a 30x60 Foldable Softbox and it sags when on the front of my light, is there a way to fix this?: Sometimes reversing the mounting block on the same light will cause the sagging to rotate in a tightening direction, alleviating this issue. Also, adding additional washers, or using a star washer can also improve the friction applied. Otherwise, you can use a counter weight installed through the umbrella hole.
2. How do I get my PLM diffuser fabric to fit tighter?: 1. Grasp the fabric near the grommet with your index finger and thumb.
2. Twist the fabric around your index finger to invert the grommet.
3. Holding the adjacent area of fabric taut, slip the grommet over the rod.
Repeat this process on ALTERNATING GROMMETS, unless you determine that the fit of your Diffuser Fabric demands otherwise.
3. Which way do I mount my diffuser to my foldable softbox or PLM, matte side or gloss side out?: It causes little to no effect in the light produced.
4. What is the correct position of the light to the PLM?: For maximum light output the flash unit lamps should be positioned approximately at the outer edges of the umbrella fabric, filling the umbrella evenly and completely. Moving the light inward will create a wider angle of light output.

F. Ordering Questions

1. What methods of payment do you accept online?: To place an order online, you will need to use your credit or debit card. We accept Visa, MasterCard, American Express and Discover credit cards. For your protection, you will be asked to enter your Credit Card Security Code. For Visa, MasterCard and Discover credit card users, this is a three-digit code found on the backside of your card in the signature box. The security code is the last three numbers printed in this box. For American Express Credit Card users, this is a four-digit code (four non-raised digits) found on the front of your card, above and to the left of your credit card number.
2. Is it okay if my billing address is different from my shipping address?: Yes. Once you have all of the items that you would like to purchase in your shopping cart, you are ready to click on the “Checkout Now” button. You will be taken to a screen where you may select to (1) Order by Credit Card Online - ship to your card billing address or (2) Order by Credit Card Online – separate billing and shipping addresses.
3. How are the shipping charges calculated?: Your shipping charges are calculated based on the size and weight of your items, the destination, and the shipping method chosen. The shipping charges that are calculated in our shopping cart are correct, and you will be charged that amount for shipping unless you choose to make any changes to your order once our Customer Service team has received it.
4. What are the available shipping options?: Please see: http://www.alienbees.com/order.html
5. Will the shopping cart calculate the discounts applicable to my order?: Whether you are purchasing one of our set packages or building your own package, the shopping cart will automatically calculate the discount based on the number of flash units in your order. In the cart, under your Order Subtotal, you will see the Order Discount line showing the amount that has been discounted from the subtotal. The discount is taken before your shipping charges are added and before any applicable sales tax is added for Tennessee residents.
If you are a student seeking the Student Discount, the shopping cart will not calculate your order with this discount as the Student Discount is subject to verification. If you have already sent in the necessary materials to confirm your student status, please simply note in the special instructions box that you would like the Student Discount. The special instructions box appears on the screen when you go to checkout. Once we have confirmed your status, we will apply the discount to your online order. For more information on the Student Discount, please visit the Specials page of our web site.
6. Will my credit card be charged immediately when I place an order online?: No, your order is recorded and sent to our Customer Service team for processing. You will receive a confirmation that your order has been placed from our Shopping Cart System, but your credit card will not be charged until the order has been shipped. If you have any questions regarding the order, you may include them in the comments section of the order, and we will address those concerns prior to processing the order. Please note that the charge on your credit card statement will appear as Paul C. Buff, Inc.
7. What do I do if I realize that I made a mistake in my order after it has been placed?: Do not worry, your order is not shipped and your credit card is not charged until the order is received and processed by our Customer Service team. If you realize that you have made a mistake in ordering or wish to change your order, please e-mail us as soon as you discover the need to make a change. You may call us as well on our Toll Free Number (1-800-443-5542), Monday through Friday, from 9:00am until 5:00pm, CST. Furthermore, keep in mind that we want you to be happy! You have a 60-Day Absolute Satisfaction Guarantee on all items, and you may exchange or return any items that do not meet your needs perfectly within that guarantee period.
8. How long will it take for my order to be processed and shipped?: We will always do our best to process and ship your order promptly. Most items are normally shipped within two days of receipt of your order. Our standard method of shipment is UPS Ground, which is a three to six business day service within the United States. If your order must be received by a certain date, please note this in the comments section of the shopping cart, or call our Toll Free Number (1-800-443-5542) to confirm. If you are ordering for Overnight Delivery, please make sure that your order is placed before 12:00pm noon (CST) so that we may have time to process your order and get it out the same day. In cases where we are unable to fulfill overnight or other specific deadline orders, we will contact you promptly.
9. How long will it take for my order to arrive? Can I track the shipment?: Once your order has been processed and shipped, you will then receive an e-mail from UPS containing the tracking number for your shipment, with a link to their online package-tracking center. There you will enter your tracking number to track the package in transit, and see your scheduled delivery date.
10. Can I get a receipt of the order?: When ordering online, your order is not processed and your credit card is not charged until our Customer Service Team has reviewed the order. If we need additional information or if you need to make any changes, you will be contacted promptly. Should any necessary changes alter the final total for the order, you will be contacted and asked to approve the order total before your credit card is charged. Once the order has been placed and shipped, you will receive an itemized receipt in the mail that includes the items ordered, the shipping charges and your total.
11. I have a special request for my online order, where do I note this?: Once you have added your items to your cart and select checkout, there will be a field for adding Special Instructions/Comments/Gift Sentiment to your order.

G. Warranty and Repair

1. What are the terms of the Absolute Satisfaction Guarantee and Warranty?: All Paul C. Buff products arrive with our 60-Day Absolute Satisfaction Guarantee. If for any reason you are not satisfied with an item, you may return it within 60 days for a complete refund, minus the cost of shipping. This is an unlimited, no questions asked guarantee. AlienBees and Zeus Flash Units carry a 2 Year Factory Warranty, and White Lightning Flash Units carry a 5 Year Factory Warranty. This warranty does apply to a unit's original flashtube, but not to the modeling lamp, as these are standard bulbs that may be exhausted based on use. The obligation of Paul C. Buff. Inc. is limited to the repair of your products that have become defective under normal use, as outlined in your manual.
Paul C. Buff Remote Controls (the LG4X and the CyberSync System) carry a 2 Year Factory Warranty. This warranty is limited to the repair or replacement of the remote control unit which fails during the period stated. The warranty shall exclude the replacement of batteries, as these become exhausted over time based on normal use. The Vagabond II Portable Power System arrives with our 2-Year Factory Warranty. This warranty is limited to the repair of units that have become defective under normal use, as outlined in the manual. The Vagabond II internal B20A battery has a 1-Year Factory Warranty. The battery warranty is limited to the replacement of batteries that have become defective under normal use as well, and does not include the replacement of a battery that has become exhausted based on use or lack of appropriate charging. Take care to follow all of the instructions within the manual to ensure proper use and to get the most life out of your battery. All other Paul C. Buff products (i.e. the softboxes and octaboxes, umbrellas, reflectors, light stands, light modifiers, hardware, etc.) carry a 1 Year Factory Warranty, limited to the repair or replacement only.
Our Satisfaction Guarantee and Factory Warranty service is only offered to and from our customers in the United States (including U.S. territories) and Canada.
2. Where can I get repair info?: http://www.alienbees.com/guarantee.html or http://www.white-lightning.com/guarantee.html
3. How much does it cost for out of warranty repairs?: There is a standard $50 non-warranty service charge for all White Lightning and Zeus units and a $40 non-warranty service charge for AlienBees units that are no longer covered by our factory warranty. This charge covers most standard repairs. Occasionally there are repairs needed that require additional service charges. If we see that there will be additional service charges over and above the standard non-warranty fee, we will notify you of these additional charges before those repairs are done. Please call us before sending in money, so that we may confirm your status. All customers (warranty or non-warranty) will be responsible for shipping their units to us. Shipping from us to return your repaired unit is included in the standard non-warranty service fee. Please contact us for shipping charges from other countries outside of the US.
4. How do I know if my product is within warranty period?: To check the warranty status of any of our products we ask that you give our friendly staff a call at 1-800-443-5542 Monday through Friday from 9am until 5pm CST.
5. Where can I get a replacement manual?: You can access any of our manuals online at http://www.paulcbuff.com/manuals/. If you would prefer a hardcopy of a manual, please contact our Customer Service Team at 1-800-443-5542 (Monday through Friday from 9am until 5pm CST) or email info@paulcbuff.com.
6. I ordered a light and it’s too bright/not bright enough, can I swap it out for another model?: In order for you to be happy, and certain that what you've purchased is what you want and need, we offer a 60 Day Absolute Satisfaction Guarantee. We are that convinced that you will be completely satisfied with our products. This guarantee gives you the option to try out our equipment, and make changes if necessary, or return it if it does not serve you as you'd hoped. We are confident that when you get your equipment, you will see just what a great decision you have made in purchasing our products. However, if for any reason you are not satisfied, you may return your equipment within 60 days for a complete refund, minus the cost of shipping. This is an unlimited, no questions asked guarantee.

H. Retired Product Questions

1. What are the big differences in the UltraZAP and X-Series flash units, the WL10,000 flash units, and the Ultra series?: As White Lightning was started in 1983, we’ve made many changes to our flash units in the realms of both design and function. The current White Lightning X-Series Flash units are the highly evolved and finest Paul C. Buff flash units to date, boasting a stepless adjustable power range, internal fan cooling, WYSIWYG (What-You-See-Is-What-You-Get) modeling accuracy, fast flash duration, fast recycle times, increased durability, audible warning alarms, and the widest range of accessory compatibility.
Our recently retired UltraZAP line has the same internal power dump feature that the X-Series has (no more popping to lower output power), the same quick and easy reflector release (a wonderful feature), and of course the latest in high tech electronics and remote control capabilities. The UltraZAPs essentially have all of the features of the X-Series units minus an internal fan, warning alarms and dual power mode. Both the X-Series and UltraZAP units have low sync voltages, safe for use with digital cameras, and are powerful, indestructible units.
The White Lightning 5,000 and 10,000 were the original offering from the company and the Ultra came along several years later with more power and features. Now the X-Series and UltraZAP flash units take center stage as the leaders in quality flash equipment. All the systems work well together with their proportional modeling systems. White Lightning 5,000s and 10,000s have only three power settings (Full, 2/3, and 1/3) while the X-Series, UltraZAPs and Ultras are continuously adjustable throughout their range. The X-Series, UltraZAP and Ultras have interchangeable reflectors while the White Lightning 5,000 and 10,000 units have a fixed, 7" reflector. Also the X-Series, UltraZAP and Ultras have remote control capability using the LG4X, the RadioRemote One, or the CyberSync, while the WL 5,000/10,000 units can be fired by the RadioRemote One or CyberSync receivers.
2. How can I get operating instructions and/or assistance on an older White Lightning Flash Unit?: Please call our Customer Service Line (1-800-443-5542) to get help, discuss your needs, or have any questions answered about any of our White Lightning Flash Units. You can also find information, specs, and online versions of our older manuals here.
3. I have one or more of the following problems with my Ultra: The light suddenly seems to recycle twice as quickly; I seem to have bout half the power I used to; and/or the 'pop' when the light flashes has a different sound. What's wrong?: All Ultra Series Flash Units have two separate flashtubes. Any of these problems are most likely the result of only one tube firing. As flashtubes exhaust with age and use, when using the set of two tubes in the Ultras, one may exhaust slightly earlier than the other. One easy way to check this is to point the unit (with standard reflector attached) at a pane of glass or a window and fire it at the lowest power setting. You should see a circular pattern of flash (best viewed with the modeling lamp removed). If you only see a half circle, one of the tubes is not firing. This may mean the tube is exhausted. If you feel that it is too soon for one to exhaust, if they’ve been recently replaced, the one tube may be defective. In this case, call us to have your tube replaced immediately. If it is not the tube, there may be a problem with the internal circuitry of your unit. Turn the unit off, unplug it, and allow it to sit for at least 15 minutes. Remove the reflector and check the suspect tube for the following: If the tube appears to be painted with a silvery substance, check that the paint is not peeling off. If the tube is wrapped with very thin wire, check the wire for loose ends that may be touching part of the case. Finally, check the three holes where the tube plugs into the head and make sure the legs enter straight through the center of the holes. If all these indications are ok, the problem is not in the tube, and the unit probably needs to come in for repair.
4. I've noticed that you sell a cooling fan as a separate accessory for the Ultra. Should I get one?: You may need the UFAN if you are using the Ultra in particularly stressful situations: near the ceiling with the model lights on full all day, with warm temperatures in the studio, or if the light is enclosed in a softbox, grid, or other similar apparatus. Basically, the light should not get so warm that its uncomfortable to hold your hand on the case just behind the head area where the reflector mounts.

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