FAQs - Life Sciences Products
EXM3000 Nucleic Acid Purification System
THE SCREEN DOES NOT DISPLAY AFTER TURNING ON THE POWER
1. Replug the power cord if it is not plugged in.
2. Replace the fuse with a new one of the same type if the fuse is broken
3. Call JARCET service engineers if the problem persists.
BLACK SCREEN OR OUT OF CONTROL
1. Restart the equipment after cutting off the power if there is an improper or operational error when using the machine.
UV LAMP/LIGHTING LAMP IS NOT ON
1. Reinstall the lamp if there is poor contact with the UV lamp or lighting lamp.
2. Replace the old lamp with a new one of the same model when the UV or lighting lamp is damaged.
ABNORMAL SOUND DURING OPERATION
1. Reinsert the magnetic sleeves when the magnetic sleeve is not inserted properly.
2. Replace the 96-hole kit when it is not placed properly.
3. Call JARCET service engineers if the problem persists.
PROGRAM CANNOT START/PROGRAM IS INTERRUPTED
1. Call JARCET service engineers if the problem persists.
ABNORMAL TEMPERATURE
1. Set the temperature controller on when the temperature model is not checked properly.
2. Call JARCET service engineers if the problem persists.
CROSS-EXAMINATION IN EXTRACTION RESULTS
1. When the liquid inside the kit and the volume extracted by the program are inconsistent, control the amount of liquid in the kit to be consistent with the required volume.
2. Open the real-time exhaust filter system when there is any aerosol contamination happening during the extraction procedure.
ABNORMAL MAGNET ACTION
1. Pause and reset the program when there is a failing or rising of the magnet reaction or when an abnormality is caused by incorrect magnet action positioning.
EX-MATE 32 Plus Nucleic Acid Extraction System
THE DEVICE DOES NOT TURN ON
1. Make sure to connect the power cable to the instrument.
2. Check whether the instrument is plugged into a 110~240V power outlet.
3. Contact JARCET service engineers if the problem persists.
THE DEVICE IS SLANTED
1. Adjust the rubber feet to maintain level
THE MOTOR IS NOT WORKING AFTER SWITCHING ON THE DEVICE
1. In case the motor doesn’t work, ensure the power cable is plugged in.
2. Check the fuse connection next to the power cable.
3. In the case of motor works, the touch monitor could be disconnected from the power or out of order.
4. Contact JARCET service engineers if the problem persists.
THE TOUCH MONITOR DOES NOT DISPLAY ANYTHING AFTER TURNING ON THE LED POWER SWITCH
IN CASE THE MOTOR DOES NOT WORK
1. Ensure that the power cable is plugged in.
2. Check the fuse connection located next to the power cable.
IN CASE THE MOTOR WORKS
1. The touch motor could be disconnected from the power or it is out of order.
2. Contact JARCET service engineers if the problem persists.
LED LAMP DOES NOT TURN ON
1. Make sure to connect the power cable to the instrument and turn on the instrument.
2. Check whether the instrument is plugged into a 110~240V power outlet.
3. Contact JARCET service engineers if the problem persists.
THE PLATE AND STRIP CANNOT BE LOCATED AT THE CORRECT POSITIONS
1. Check whether the plate tray is inserted till the end.
2. Confirm the absence of any foreign substances behind the front door.
3. Contact JARCET service engineers if the problem persists.
THE UV LAMP DOES NOT TURN ON
1. The lifespan of the UV lamp is about 6,000 hours and should be changed.
2. The UV lamp could be disconnected from the power or out of order.
3. Contact JARCET service engineers if the problem persists.
THE DEVICE STOPS DURING THE OPERATION
1. Check whether the ‘Whole blood DNA’ button on the home screen has been pressed. Improper extraction results may occur if the ‘Test Mode’ is used.
2. Verify that the plate and strip are correctly placed before proceeding.
3. Ensure that all fixtures have been completely removed.
4. Contact JARCET service engineers if the problem persists.
THE HEATING BLOCKS ARE NOT HEATED
1. Ensure that the plate tray is fully inserted until it reaches the end.
2. If the problem continues, please contact JARCET service engineers for further assistance.
EXTRACTION WITHOUT STRIP
1. Prior to extraction, it is crucial to verify that the strip bead adheres to the magnetic rods. Failure to do so can adversely impact subsequent tests. Therefore, it is highly recommended to replace the magnetic rods.
2. If the issue persists, please reach out to JARCET service engineers for further assistance.
UNFAVORABLE EXTRACTION RESULTS
1. Please review the manuals for detailed procedures and troubleshooting guidelines.
2. If the problem persists, please do not hesitate to contact JARCET service engineers for further assistance.
ERROR 1: DOOR OPEN
1. After closing the door, restart the device.
2. If the touch monitor displays an error after closing the door, restart the device first and then proceed with operating it
3. If the problem continues, please contact JARCET service engineers for further assistance.
ERROR 2: OVERHEATING DETECTED
1. Turn off the device and wait for 30 minutes.
2. After the 30-minute interval, restart the device.
3. If the problem persists, please contact JARCET service engineers for further assistance.
ERROR 4: PRE-HEATING
1. Please wait patiently for the device to complete the pre-heating process. It will automatically proceed to the next screen once pre-heating is finished.
2. If the touch monitor displays an error after 20 minutes, please restart the device and then proceed with operating it.
3. If the problem persists, please contact JARCET service engineers for further assistance.
ERROR 5: TEMPERATURE SENSOR ERROR
1. Turn off the device and wait for a duration of 30 minutes.
2. After the 30-minute interval, restart the device.
3. If the problem persists, kindly contact JARCET service engineers for further assistance.
Truelab Quantitative Micro PCR Analyzer
NO POWER
1. Verify if the power supply is plugged in properly.
2. Ensure that the power supply is connected to the correct voltage requirements.P
3. Press the power button located at the backside of the analyzer.
4. If the problem persists, please contact JARCET service engineers for further assistance.
LOGIN ATTEMPT FAILURE
1. Tap the “OK” button to return to the login screen.
2. Re-enter the correct password.
INVALID PATIENT ID
1. Verify if the Patient ID field form has been filled up.
2. If it is empty, fill the field with the corresponding details.
UNABLE TO READ CHIP INFORMATION
1. Tap ‘OK’ on the Read Error Prompt to acknowledge the error.
2. Verify if the chip was loaded properly into the tray. If it was loaded correctly, remove the chip and select the profile from the Status Screen. Repeat the steps for reading the chip.
3. If the chip was not loaded before, load a different chip or load the same chip again.
4. If the problem persists, please contact JARCET service engineers for further assistance.
COULD NOT CONNECT TO PRINTER
1. Check if the printer is turned on.
2. Verify if the analyzer’s Bluetooth is turned on.
3. Wait for at least ten seconds to allow successful pairing.
4. If the problem persists, please contact JARCET service engineers for further assistance.
'COULD NOT INITIALIZE. PLEASE TRY AGAIN'
1. Perform the test again to ensure accuracy.
2. Restart the device to refresh its system.
3. If the problem persists, please contact JARCET service engineers for further assistance.
DESCRIPTION SYSTEM MESSAGE 'COULD NOT INITIALIZE. PLEASE TRY AGAIN. 'SYSTEM MESSAGE'
1. It is possible that you have loaded a used chip in the Chip Tray. Please check and ensure that you are using a new chip.
2. Perform the test again using a new chip to eliminate any potential issues with the previous chip.
3. If the problem persists, please contact JARCET service engineers for further assistance.
CHIP LOADED IS EXPIRED', AFTER COMPLETING TRUENAT™ CHIP LOADING PROCEDURE.
1. It is possible that you have loaded an expired chip in the Chip Tray. Check the expiration date of the chip and ensure that it is within the valid date range.
2. Perform the test again using a new chip to eliminate any potential issues with the expired chip.
3. If the problem persists, please contact JARCET service engineers for further assistance.
INVALID RESULTS
1. Perform the test again and double-check the volume of the pipetted sample to ensure accuracy.
2. Refer to the manual for instructions on how to change the slider glass and proceed accordingly.
3. If the problem persists, please contact JARCET service engineers for further assistance.
THERMAL CYCLING ERROR
1. Repeat the run by using a fresh chip and reload the elute by pressing the repeat button.
2. If the problem persists, please contact JARCET service engineers for further assistance.
TEST STOPPED MANUALLY
1. Repeat the run by using a fresh chip and reload the elute by pressing the repeat button.
2. If the problem persists, please contact JARCET service engineers for further assistance.
INCORRECT OPTICAL PROBE
1. Repeat the run by using a fresh chip and reload the elute by pressing the repeat button.
2. If the problem persists, please contact JARCET service engineers for further assistance.
RUNTIME ERROR
1. Repeat the run by using a fresh chip and reload the elute by pressing the repeat button.
2. If the problem persists, please contact JARCET service engineers for further assistance.
PROBE CHECK ERROR
1. Repeat the run by using a fresh chip and reload the elute by pressing the repeat button.
2. If the problem persists, please contact JARCET service engineers for further assistance.
Trueprep Sample Prep Device
NO POWER
1. Verify if the power supply is plugged in properly.
2. Ensure that the power supply is connected to the correct voltage requirements.
3. Press the power button located at the front of the analyzer.
4. If the problem persists, please contact JARCET service engineers for further assistance.
QR CODE IN CHANGING REAGENT FAILED
1. Check if the QR code scanning is enabled. If it is disabled, proceed to step 2.
2. Press the start and eject buttons together to reset the buffer count to zero.
3. Plug in the reagent pack to the backside of the device and start the test.
4. If the problem persists, please contact JARCET service engineers for further assistance.
LEAK OBSERVE ON THE CARTRIDGE HOLDER
1. Check the replaceable tray in the cartridge holder for any spilled liquids.
2. If there are spilled liquids, remove the tray and discard it properly.
3. Clean the cartridge holder using 70% alcohol to ensure proper sanitation.
4. If the problem persists, please contact JARCET service engineers for further assistance.
CARTRIDGE ERROR
1. Perform flushing to ensure proper cleaning of the system.
2. Perform the dispense test – Wash A and Wash B approximately 400ul each, and Elute approximately 100-150ul.
3. Perform the vacuum test and check if both the RT nozzle and LT nozzle pass. If any of these two fail, please contact JARCET service engineers for further assistance if the problem persists.
CARTRIDGE CLOGGED
1. Ensure that the sample is fully liquefied and in a pipettable state before proceeding with the extraction.
2. If the extraction was unsuccessful or yielded unsatisfactory results, repeat the extraction process using a new cartridge or request a new sample to ensure accurate results.
CARTRIDGE VALVE ERROR
1. Perform flushing to ensure proper cleaning of the system.
2. Perform the dispense test – Wash A and Wash B approximately 400ul each, and Elute approximately 100-150ul.
3. Perform the vacuum test and check if both the RT nozzle and LT nozzle pass. If any of these two fail, please contact JARCET service engineers for further assistance if the problem persists.
USED CARTRIDGE
1. Press the eject button to exit the current process.
2. Remove the cartridge from the device.
3. Replace the cartridge with a new one.
CARTRIDGE NOT LOADED
1. Press the eject button to exit the current process.
2. Remove the cartridge from the device and inspect the cartridge tray for any foreign objects that may disrupt the correct orientation of the cartridge.
3. Restart the device to refresh its system.
4. Re-insert the cartridge, ensuring that it is properly loaded in the correct orientation. If the problem persists, please contact JARCET service engineers for further assistance.
RESET CARD ERROR
1. Press the eject button to exit the current process.
2. Remove the cartridge from the device and inspect the cartridge tray for any foreign objects that may disrupt the correct orientation of the cartridge.
3. Restart the device to refresh its system.
4. Re-insert the cartridge, ensuring that it is properly loaded in the correct orientation. If the problem persists, please contact JARCET service engineers for further assistance.
INVALID RESET CARD
1. Press the eject button to exit and remove the reset card from the device.
2. Inspect both the cartridge tray and the reset card for any foreign objects that might be obstructing the QR code or QR code reader.
3. Restart the device to reset its system.
4. If the error persists, insert the reset card again. If the problem continues, try using a new reset card.
5. If the problem persists, please contact JARCET service engineers for further assistance.
SELF TEST FAILED
1. Press the eject button to exit the current process.
2. Check the cartridge tray for any rubber that may be stuck to the dump nozzles (D1 & D2).
3. Restart the device to refresh its system.
4. If the problem persists, please contact JARCET service engineers for further assistance.
BATTERY LOW
1. Connect the charger to the device to ensure a sufficient power supply.
2. Before use, check the battery status of the device to ensure it has enough charge.