Best way to reach support?

R0k9pZfT

I have a concern about my 2600mc-duo flats, so I contacted support via the web page and uploaded a couple flats from the ASIAir. The tech responds and tells me they must be darks because the images are all black! He knows nothing about FITS files or stretching. So what is the best way to proper support at ZWO?

Perhaps someone here can tell me if it's normal to see banding in flats, plus red to violet colors top to bottom regardless of camera rotation/position. Not a rainbow, but a smear of colors in addition to the distinct banding running through them

R0k9pZfT

And my dark and bias frames don't have issues. Just the flats irrespective of camera rotation (it's all on a Cat91 if you want to know).

R0k9pZfT

Moderator, please help. Your support person is spewing nonsense to me about how flats are always light (as in bright and visible without a stretch if you want to analyze them) and clearly doesn't understand the finer details of the math or how flats and darks and light frames all work together. How do I get past this person to proper support?

Corsair

What would be helpful here for us to determine if your communication with @PMTeam@ZWO or @Tech@ZWO has not gone as planned would be the following:

Tell us the steps you are following to take your flats, darks , etc. What settings you are using for gain, temperature, etc.
Post a copy of calibration frames here as well so we can have a look at them. Ideally, with your flats, you can show what the histograms looks like as well as show the ADU values.