FAQs - Companion Animal Products
Catalyst One Chemistry Analyzer
REQUIRED CLEANING
1. Go to maintenance.
2. Press cleaning.
3. Prepare soft tissue and cleaner.
4. Open the side cover.
5. Clean and wipe inner parts of analyzer and follow step by step procedure prompt on the screen.
6. Closed analyzer side door and wait for the initialization to finish.
7. Proceed on running of samples.
REQUIRED CALIBRATION
1. Go to maintenance.
2. Press calibration.
3. Prepare an optical slide be sure not expired.
4. Open the front door and put the optical slide into the sample tray, be sure its position is in the center.
5. Close the door and press the run button and wait until finish.
6. Proceed with running samples once calibration is successful.
OFFLINE
1. Check the power of the router and its connections. Reset if needed.
2. Check and unplug the back of the analyzer and plug in again.
3. Observe analyzer initialization, and wait until it finishes.
4. Check the status of the analyzer, if it is in the “ready state” on the monitor.
5. Proceed on running once ready state and online.
MONITOR: NO POWER / BLACK SCREEN
1. Check connections.
2. Replace the power chord of the monitor and the RS 232 Cord.
3. Connect to another power outlet.
4. Connect the monitor to another CPU. If it still displays a black screen and no power, report the issue to IDEXX.
IVLS: NO POWER / GRAY SCREEN
1. Check power connections and restart. If there is still no power, report to IDEXX.
ProCyte One Hematology Analyzer
DETECT UNEXPIRED SMART QC, SHEATH, OR LYSE AS EXPIRED
1. Check the latest software of the analyzer and IVLS.
2. Click Procyte.
3. Click diagnostics and press ok.
4. Select one for manual input of lot # (sheath, lyse, and smart qc).
5. Input lot # or barcode# in the space below, then press ok.
EXPIRED SMART QC, SHEATH, OR LYSE
1. Press ProCyte.
2. Press diagnostics.
3. Press replace and select sheath, lyse, or smart qc.
4. Remove old reagents or qc and input with a new one, and it updates automatically. Wait until it finishes.
5. Proceed on running the sample once updating is completed.
VetAutoread Hematology Analyzer
BACKLASH ERROR
1. Checked for debris that blocks the carriage assembly from moving.
2. Check for any loose components, such as belts or gears, and tighten them if necessary.
3. Clean the moving parts and ensure there are no obstructions. Lubricate if necessary.
CAL CHECK ROD
1. Remove the Cal rod and close the sample door.
2. Check for damages in the cal rod. Use another cal rod if necessary.
3. Reboot the analyzer and run the cal rod.
4. Try using a new Idexx Vetflash cartridge.
HOW TO CONNECT VET AUTOREAD TO VETTEST
1. Select the “Yes” option in the Vet comm option found in the Vet Autoread Set up menu.
2. Use appropriate cables and connect the Vet autoread to the Vettest.
3. Check the connectivity of both machines if you can find a Vet Autoread Icon on the screen of the Vettest.
HOW TO CONNECT VET AUTOREAD TO IVLS
1. Use USB Serial cables and connect the Vet autoread to the IVLS PC.
2. Check the connectivity status with the logo of the Vet Autoread Analyzer as it will appear on the IVLS Monitor.
3. Run cal rod and check if Vet Autroead is transmitting results.
VET AUTOREAD NOT APPEARING IN IVLS MONITOR
1. Reboot IVLS PC.
2. Check the light indicator on the Gold – X connector Cable, there should be 3 LED lights to confirm connectivity.
3. Replace cables and connectors if necessary.
BUFFY COAT ERROR
1. Check the blood sample on the IDEXX Vettube if still within the sample marker point.
2. Verify if the “float” is still present.
3. Respin the Vettubes and re-run.
CHECK SUM ERROR
1. Reboot Analyzer.
2. Change the Idexx Vetflash cartridge.
ERROR LOCATING BOTTOM OF RBCS
1. Check for blood leaks on the Idexx Vettube cap.
2. Try another set of Vettubes from another box with different lot numbers.
3. Re-run the blood sample.
ERROR LOCATING FLOAT POSITION
1. Check if the Vettube is dirty or traces of blood samples, wipe the tube if necessary.
2. Check the float position if it is lodged in the wrong part of the blood tube or if the float is missing.
3. Check if the sample is centrifuged properly. Re-spin if necessary.
4. Check if the patient may have a low Hematocrit, thereby causing the float to descend into the cap.
ERROR LOCATING MENISCUS
1. Check if the Vettube is dirty or traces of blood samples, wipe the tube if necessary.
2. Check if the Vettube was overfilled with the blood sample, and collect another if necessary.
3. Verify if the “float” is still present on the Vettube.
4. Check the position of the Vettube as being inserted on the sample carriage assembly.
5. Verify if it is the right IDEXX Vettubes are being used.
FILTER WHEEL ERROR
1. Check if it is using Software version 3.8 version or older.
2. Replace the IDEXX Vetflash Cartridge.
3. Reboot the analyzer and run the calibration rod.
4. If the error persists, then this is for repair.
LAMP TEST FAIL
1. Check the Idexx Vetflash Cartridge, and replace it if necessary.
2. Clean the lens.
3. Reboot Analyzer.
4. If the error persists, then this is for repair
POSITION ERROR
1. Open the sample door and carefully remove the damaged tube.
2. Check for any tube that is stuck inside the analyzer, and carefully remove the tube.
3. If the tube is still intact, rerun the tube.
4. If the error persists, then this is for repair.
RAM TEST ERROR
1. Reboot the Analyzer.
2. If the error persists, then this is for repair.
ROTATION ERROR
1. Check for any damages, cracks, chips, or bends on the Calibration Rod, replace them if necessary.
2. Verify if the tube inserted was the Calibration Rod and not the QBC/Vettube.
3. If you are running a sample, evaluate the tube placement in the loading platform if it appears straight or crooked, re-run if necessary.
4. If the error persists, then the analyzer is for repair.
NO POWER
1. Check the power cable if it is properly connected.
2. Try another power cable.
3. Check the power adapter if it is still functioning, and replace it if necessary.
VetAutoread Centrifuge
NO POWER
1. Check if the centrifuge is properly plugged into a power source.
2. Ensure that the power switch is in the “on” position.
3. If the issue persists, try plugging the centrifuge into a different outlet.
LOUD NOISE DURING OPERATION
1. Excessive noise during operation may indicate an imbalance or a mechanical issue.
2. Check if the samples are evenly distributed in the rotor and make sure the rotor is properly balanced.
OPERATING THE VAR CENTRIFUGE
IDEXX VAR Centrifuge is typically operated using a simple control panel or interface.
1. To start the centrifuge, close the lid securely.
2. Press the start button. The centrifuge will begin spinning the samples automatically for 5 minutes.
ENSURING PROPER BALANCE
1. To achieve proper balance, load the samples in the rotor evenly.
2. Place tubes or containers opposite each other in a balanced manner.
3. Ensure that the rotor is not overloaded and that the samples are evenly distributed to maintain balance during centrifugation.
ADJUSTING THE SPEED
1. IDEXX VAR Centrifuge models often have fixed speed settings that are optimized for specific sample types and applications. The speed is typically set by the manufacturer and cannot be adjusted manually.
INTERRUPT CENTRIFUGATION RUN MIDWAY
1. It is generally not recommended to interrupt a centrifugation run midway, as it may disrupt the balance and integrity of the samples. It is best to allow the centrifuge to complete its programmed run or reach a complete stop before opening the lid and handling the samples.
PROPER LID CLOSURE
When closing the lid of the IDEXX VAR Centrifuge, make sure to press it firmly and ensure that it latches securely.
POWER SUPPLY REQUIREMENT
IDEXX VetCentrifuge models usually operate on standard electrical power supply, such as 110-120V or 220-240V AC.
NOT STARTING AFTER PRESSING THE POWER BUTTON
1. Ensure that the centrifuge lid is securely closed and latched. IDEXX VAR Centrifuge models often have a lid interlock system that prevents operation if the lid is not properly closed.
2. If the lid is securely closed and the centrifuge still does not start, check the power supply and ensure that the centrifuge is properly plugged in.
SAMPLES ARE NOT SEPARATING PROPERLY
1. Ensure that the samples are loaded in properly sealed and balanced containers.
2. Re-spin if necessary.
CENTRIFUGED SAMPLES ARE LEAKING OR SPILLING
1. Ensure that the sample containers are securely capped or sealed before placing them in the centrifuge.
2. Check that the lids or caps are tightly closed to prevent leakage during centrifugation.
3. Avoid overfilling the containers, as it can lead to spillage.
4. If the issue continues, consider using alternative containers
VetTest Chemistry Analyzer
NO POWER
1. Check that the power cord is securely plugged into both the analyzer and a functioning power outlet.
2. Verify that the power switch is turned on. If the analyzer still does not power on, check the fuse or circuit breaker and replace it if necessary.
NOT READING THE TEST SLIDES
1. Ensure that the test slides are properly inserted into the analyzer and that the slide tray is aligned correctly. 2
. Check for any debris or obstructions that may be interfering with the slide detection mechanism.
3. Clean the slide detection area if necessary.
NOT ASPIRATING THE SAMPLE.
1. Check that the sample probe is properly inserted and not obstructed.
2. Clean the sample probe if there is any residue or blockage.
3. Ensure that the sample container is positioned correctly and the sample volume is within the analyzer’s range.
INCONSISTENT OR INACCURATE RESULTS
1. First, ensure that the analyzer is properly calibrated and that the control material is within the specified range.
2. Check the patient’s serum sample for any debris that can affect the output of the patient results.
3. Check the expiration dates of the test slides and verify that they are stored and handled according to the manufacturer’s instructions.
ANALYZER SCREEN IS BLANK, GREEN POWER LIGHT IS ON.
1. Turn off the analyzer and check for any dirt or damage on the Disk.
2. Reseat the Disk and reboot the analyzer again.
3. If the problem still persists, reboot the analyzer using another Disk.
4. If still unable to proceed, the disk drive might be dirty or damaged. Contact local after-sales service personnel.
ANALYZER SCREEN IS BLUE/BLACK, GREEN POWER LIGHT IS OFF.
1. Check if the power cable is connected properly. Replace in necessary.
2. Verify that the analyzer’s power switch is turned on.
3. Verify that the output voltage is 220V AC. If there is any Undervoltage from the main power source.
WARNING ALARM SOUNDS CONTINUOUSLY.
1. Check the slide insertion tray, might be in the wrong position.
2. Pull back the slide tray completely into the rest position.
PRINTER FAIL
1. It Might be out of paper, check if there is still enough thermal paper.
2. Check if the thermal paper roll is inserted correctly or upside down.
3. Check if there might be thermal paper jammed.
'ANALYSIS ABORTED. PRESS ANY KEY TO CONTINUE.'
1. Remove all slides and reboot the analyzer.
2. Re-run test slides but do not push the slide insertion tray during analysis.
'SLIDE BAR CODE FAILURE' (SINGLE SLIDE)
1. Retrieve the slide from the waste drawer, repeat the slide testing, and re-insert it.
2. Follow the VetTest screen instructions (particularly to select corresponding chemistry test numbers, and enter calibration information found on the specific slide box labeled “calibration inf.”).
3. Verify to continue testing.
'SLIDE BAR CODE FAILURE' (MULTIPLE SLIDES)
1. Turn off the Vettest analyzer.
2. Remove the rotor cover.
3. Remove the two white “thumb” screws on the bridge.
4. Lift the bridge and locate the barcode reader.
5. Clean with a lint-free tissue/cloth to remove dust residue.
6. Return the bridge and tighten the “thumb” screws.
7. Replace the rotor cover and reboot the analyzer.
8. Re-run the test slides again.
9. If the problem persists, the barcode reader might need repair or replacement.
CALIBRATION DATA ERROR
1. Turn off the analyzer and verify the latest software is in use.
2. Update it with the latest software version if necessary.
3. Reboot the analyzer with the new software.
4. Check and verify also if the slides used were already expired.
EJECTOR PROBLEM
1. Check the Waste drawer, empty it if it is already full.
2. Make sure that the waste drawer is pushed all of the way in so that no opening is seen in front.
3. Turn OFF the VetTest analyzer and remove the jammed slides or foreign objects found on the rotor.
4. Turn ON the VetTest analyzer to reset the rotor to its proper position.
5. If the problem still persists, the “slide ejector arm motor” needs replacement.
SLIDE SPOTTING FAILURE
1. Check the pipettor tip for any debris or fibrin that blocks the fluid path. Thoroughly wipe the tip and re-run slides.
2. Check adequate sample volume for the desired number of tests requested.
3. Verify if a previously used slide was inserted.
4. Check the black plug and the syringe connector of the pipettor if properly connected. Replaced if found cracked or defective.
5. Perform the “Pipettor Drop Test” (on the Main Menu, press 0 then 2 for more service options. Press 4 for “service diagnostic menu”, then press 1 for “pipettor drop test”). Verify if it passes or fails.
6. If the pipettor drop test fails, soaked the pipettor in alcohol for 15 minutes, then repeat the pipettor drop test procedures.
7. If the problem persisted, replace it with a new sample pipettor.
THE VETTEST ANALYZER TAKES MORE THAN 25 MINUTES TO WARM UP.
1. Check the room temperature for it might be too cold (allowable range 19°C – 27°C).
2. Verify for any electrical interference (welding/power surge), try a different outlet with a voltage surge protector.
VetTest Centrifuge
NO POWER
1. Check if the centrifuge is properly plugged into a power source.
2. Ensure that the power switch is in the “on” position.
3. If the issue persists, try plugging the centrifuge into a different outlet.
LOUD NOISE DURING OPERATION
1. Excessive noise during operation may indicate an imbalance or a mechanical issue.
2. Check if the samples are evenly distributed in the rotor and make sure the rotor is properly balanced.
ADJUSTING SPEED AND TIME
The ability to adjust speed and time settings while the centrifuge is running will depend on the specific model of the DIGISystem centrifuge. Some centrifuges allow for adjustments during operation, while others may require the centrifuge to be stopped before making any changes.
ENSURING PROPER BALANCE
1. To achieve proper balance, load the samples in the rotor evenly.
2. Place tubes or containers opposite each other in a balanced manner.
3. Ensure that the rotor is not overloaded and that the samples are evenly distributed to maintain balance during centrifugation.
NOT REACHING SPEED SETTING
1. Ensure that it is properly connected to a power source and that the power switch is turned on.
2. Check if the rotor is securely installed and balanced.
3. Verify that the speed and time settings are accurately entered.
REQUIRED SPEED AND TIME SETTING
The recommended speed and time settings will depend on the specific samples being processed and the desired outcomes.
VIBRATING EXCESSIVELY DURING OPERATION
1. Excessive vibrations can be caused by several factors. Check if the rotor is properly balanced and that the tubes are evenly loaded. Uneven loading or loose components can lead to vibrations.
2. Ensure that the centrifuge is placed on a stable surface and that it is level. If the problem persists, there may be an issue with the rotor or motor.
EXCESSIVE HEAT DURING OPERATION. IS THIS NORMAL?
*** While some heat generation is expected during centrifugation, excessive heat could indicate a problem.
1. Check if the ventilation ports or cooling fans are obstructed or clogged.
2. Ensure that the centrifuge is operating within the specified temperature range
SAMPLES ARE NOT SEPARATING PROPERLY
Improper sample separation can be caused by various factors. Ensure that the samples are loaded in properly sealed and balanced containers
CENTRIFUGED SAMPLES ARE LEAKING OR SPILLING
1. Ensure that the sample containers are securely capped or sealed before placing them in the centrifuge.
2. Check that the lids or caps are tightly closed to prevent leakage during centrifugation.
3. Avoid overfilling the containers, as it can lead to spillage.
SNAP Pro
THE SNAP PRO DO NOT TURN ON AFTER PRESSING THE POWER BUTTON
1. Plug in the snap pro power adaptor.
2. Connect the micro-USB connector to the adaptor of the SNAP Pro. Charge the SNAP Pro for 15 mins before pressing the power button again.
3. Call JARCET service engineers if the problem persists.
1. Open the battery cover for 10 seconds.
2. Close the battery cover then press the power button.
3. Call JARCET service engineers if the problem persists.
THE SOFTWARE FREEZES DURING BOOT UP
1. Open the battery cover.
2. Remove the micro-SD card from the SD slot for 5 seconds then place it back again
3. Close the battery cover then press the power on button.
4. Call JARCET service engineers if the problem persists.
SNAP PRO CANNOT CONNECT IN IVLS
1. Turn OFF the SNAP Pro.
2. Reseat the network cable connected between the router and snap pro.
3. Power on the snap pro. If the problem, persist Reset the router and IVLS PC.
VetLab UA Urine Analyzer
E1 REFERENCE PAD ERROR
1. Turn off the analyzer.
2. Remove the test strip tray.
3. Carefully clean and dry the tray
4. Recalibrate the analyzer using an IDEXX VetLab UA Calibration Strip
E2 WRONG STRIP
1. Repeat the test using an IDEXX UA Strip or an IDEXX VetLab UA Calibration Strip.
2. Repeat the test using an IDEXX UA Strip. Ensure the test strip is properly aligned in the middle of the tray before processing.
E3 STRIP MEASUREMENT ERROR
1. Check if there is any test strip on the sample tray.
2 Check if Strip is properly positioned in the sample tray.
3. Check if the urine sample has dried up in the strip.
4. Check if the pads in the strip are not completely moist.
E4 CALIBRATION ERROR
Repeat the calibration with a new IDEXX VetLab UA Calibration Strip.
E5 CALIBRATION INVALID
1. Calibration values are out of range, turn off the analyzer.
2. Remove the test strip tray.
3. Carefully clean and dry the tray.
E6 CHIP ERROR
1. Turn off the analyzer. Open the cover by pressing the raised dots immediately below and to the right of the paper slot. Insert the software code plug. Power on the analyzer and wait for the self-check process to complete.
2. Turn off the analyzer. Open the cover by pressing the raised dots immediately below and to the right of the paper slot. Remove the software code plug and reinsert. Power on the analyzer and wait for the self-check process to complete.
E7 MISSING TRAY
1. Turn off the analyzer and remove the test strip tray.
2. With the retaining bar nearest to you, reinsert the tray so that the edge of the tray is flush with the edge of the analyzer.
3. Power on the analyzer and wait for the self-check process to complete.
E10 LIGHT BARRIER ERROR
1. Turn off the analyzer and remove the test strip tray.
2. With the retaining bar nearest to you, reinsert the tray so that the edge of the tray is flush with the edge of the analyzer.
3. Turn on the analyzer and wait for the self-check process to complete.
E12 OPTICS ERROR
1. Turn off the analyzer and remove the test strip tray.
2. Check the tray for damage or a missing gray reference pad.
E13 PRINTER ERROR
1. There is a paper jam. Turn off the analyzer.
2. Open the cover by pressing the raised dots immediately below and to the right of the paper slot.
3. Clear the paper jam.
4. Turn on the analyzer and wait for the self-check process to complete.
E14 INTERFACE ERROR
1. Data did not transfer to the IDEXX VetLab Station. Verify that the analyzer interface option is set to bidirectional mode.
2. Check that the data cable is properly connected. Verify that the IDEXX VetLab Station is ready to receive data.
3. Manually send the results to the IDEXX VetLab Station or press the Start button to return the analyzer to the ready-to-measure mode.
*** If the analyzer is not connected to the IDEXX VetLab Station, set the interface option to unidirectional mode.
VALUES OBTAINED ARE DIFFERENT WHEN COMPARED WITH THOSE FROM VISUAL EVALUATION
1. Repeat the test using a new IDEXX UA strip. Ensure the test strip is properly aligned in the middle of the tray before processing.
2. The analyzer uses the compensation pad on the IDEXX UA Strip to compensate for the strong color. Since this is not possible to do visually, the analyzer’s reading is more accurate.
REPLACING THE PRINTER PAPER
1. Press the raised dots immediately below the cover to release the printer cover.
2. Place the paper roll in the compartment and pull out the first few inches of paper to just beyond the edge of the compartment.
3. Close the cover by pressing it until it locks audibly.
CLEANING THE TEST STRIP TRAY
1. Turn off the IDEXX VetLab UA Analyzer and pull the test strip tray out of the analyzer.
2. Rinse the contaminated parts of the test strip tray under running water and then clean it with 70% isopropyl alcohol (if necessary). Slight crystalline deposits, especially those contaminating the retaining bar mechanism or the cogs on the underside of the test strip tray, can be removed with a soft brush. Dry the tray with a lint-free wipe.
3. With the retaining bar nearest to you, slide the tray into the slot below the function keys so that the edge of the tray is flush with the edge of the analyzer.
4. Turn on the UA analyzer. The self-check begins automatically and verifies that the reference pad is in good condition and that the positioning hole in the test strip tray is unobstructed.
VetiX P8 Digital Radiography System
DR DOES NOT TURN ON
1. Check if the UPS is connected to the power outlet.
2. Check if the UPS is turned on.
3. Check if the power cable of the analyzer is connected to the UPS4. Press the power switch button on the top of the portable generator. The power switch lights up and the display screen starts up.
5. Call JARCET service engineers if the problem persists.
EXPOSURE FAILURE (DOES NOT SHOT RADIATION EVEN AFTER PRESSING THE EXPOSURE SWITCH)
1. Inspect the exposure switch cable if there is any damage. If it does call JARCET service engineers.
2. Check the exposure switch connection in the portable generator. Reseat the plug.
3. Call JARCET service engineers if the problem persists
EXPOSURE ERROR FLAG
1. Switch off the portable generator. After 10 seconds turn the power on.
2. Select a low dose of exposure after exposure startup by pressing the exposure switch. If no error was reported, increase the dose of exposure, then expose by pressing the exposure switch.
3. If the error was removed, the machine is ready for use. If the error persists, call JARCET service engineers.
THE SOFTWARE DOES NOT BOOT UP OR IT CRASHES
1. Reinsert the USB dongle located at the back of the CPU.
2. Reseat the network cable (LAN) connected to the CPU and flat panel power box.
3. Reseat the sync cable connected to the flat panel power box.
4. Call JARCET service engineers if the problem persists.
Vetus 7 Ultrasound System
MACHINE DOES NOT TURN ON AFTER PRESSING THE ON BUTTON
1. Check if the UPS is connected to the power outlet.
2. Check if the UPS is turned on.
3. Check if the power cable of the analyzer is connected to the UPS4. Press the power switch button on the top of the portable generator. The power switch lights up and the display screen starts up.
5. Call JARCET service engineers if the problem persists.
THERE IS NO IMAGE SCANNED IN THE SCREEN WHILE USING THE ULTRASOUND PROBE.
1. Verify if all of the ultrasound probes have the same problem.
2. Check if the ultrasound probe plug is connected to its socket and locked. If it is disconnected turn the machine off before inserting the ultrasound probe plug.
3. Turn off the machine and reseat the ultrasound probe plug. Don’t forget to lock it.
4. Call JARCET service engineers if the problem persists.
THE IMAGE IN THE SCREEN IS DARK
1. Make sure that the client used intensifying gel/ultrasound gel, and it is distributed in the ultrasound probe.
2. Adjust the gain to desired level.
3. Adjust the Time gain compensation (TGC) to desired level.
NO SIGNAL RECORDED IN THE ECG MODE
1. Check if the ECG patient clip is free from corrosion. If there is corrosion on the clip clean the clip with alcohol swap and dry with a clean and soft cloth.
2. Reseat the ECG patient cable and plug.
3. Call JARCET service engineers if the problem persists.
THE IMAGE HAVE VERTICAL LINES
1. Verify if all of the ultrasound probes have the same problem.
2. Check if the ultrasound probe plug is connected to its socket and locked. If it is disconnected, turn the machine off before inserting the ultrasound probe plug.
3. Turn off the machine and reseat the ultrasound probe plug. Don’t forget to lock it.
4. Call JARCET service engineers if the problem persists.
THE IMAGE DID NOT CHANGE EVEN AFTER REMOVING THE ULTRASOUND PROBE FROM THE PATIENT
1. Press the FREEZE button once. If the problem still persists, do the next instruction.
2. Shut down the machine then on again.
3. Call JARCET service engineers if the problem persists.