Troubleshooting Solutions
Step-by-step instructions to common support questions. For additional assistance contact our Technical Support Team.
Microscopes & Accessories
My light source is not working
- Test the power source
- Check to ensure that the light source switch is in the ON position
- Verify that the power cord to the microscope/light source is plugged into a working outlet
- If using a remote controlled outlet for the light source, test it by plugging another device into the outlet
- If the outlet is controlled by a light switch, confirm that it is in the ON position
- Ensure that the power cable is not visibly damaged and that it is securely connected at both the outlet and the power supply
- Test the light bulbs
- If the light source uses bulbs
- Ensure the bulb is properly installed and the pins are fully seated into their sockets
- If the pins are different sizes check that the correct one is placed into the appropriate hole
- Ensure the bulb is good by trying it in another light source (if available)
- Adjust the intensity control to the max/open position
- If the light source uses bulbs
- Test the cables & fuses
- If the light source has fuses check them and if either is blown replace both
- If the light source is an LED (mounted on the back of the microscope head), test the extension cable
- The connections are located under the microscope arm covers, call Tech Support if assistance is needed 1-800-861-3610
- Disconnect the extension cord from both the power supply and the LED
- Connect the power supply directly into the LED (you will need to move the microscope head close to the power supply)
- If this resolves the issue, call Tech Support to order a replacement cable— 1-800-861-3610
The light in my Novalux is dim after I replaced the bulb
- Ensure the bulb is seated correctly at a 30º angle to the face of the light source (NOT perpendicular)
- Ensure the rim of the bulb reflector is seated fully into the mating pocket
- Ensure the intensity control is set to OPEN; it may have been bumped during bulb installation
- Ensure that the fiber optic cable is not damaged
- Disconnect both ends
- Point one end at a light source
- Look at the fiber tips on the other end
- If black spots are visible in over 20% of the area, call Tech Support to order a new cable or upgrade to an LED light source – 1-800-861-3610
My microscope rises or falls when I let go
- Adjust the lift of the spring arm to counterbalance the weight of the extension arm/optics/accessories
- The counter balance adjustment is located on the bottom of the spring arm farthest from the user
- It will be either a black knob or the center of three set screws (use 3/16 hex wrench)
- If the microscope falls when released, turn the knob or wrench clockwise to balance
- If the microscope rises when released, turn the knob or wrench counterclockwise to balance
- If the knob or wrench has been turned clockwise until it stops and the microscope still falls, it may need a new gas piston. Call Tech Support to order a replacement and schedule an install – 1-800-861-3610
- Counterbalancing must be performed each time accessories are added or removed from the microscope
The camera image is not in focus when the image in the binoculars is in focus
- Check the parfocal settings
- Parfocalizing instructions can be found in both the Quick Start Guide and the Instruction Manual
- Key Points:
- Set the eyepiece diopter ring to zero
- Adjust the magnification to the highest setting
- Focus on a piece of paper with an X on it
- Without raising or lowering the microscope, change to the lowest magnification
- Close one eye and adjust the Diopter Ring to achieve sharpest focus, repeat this step for the opposite eye
SMR Chairs
My Solarlite is not working
- Test the power source
- Check to ensure that the light source switch is in the ON position
- If your Solarlite plugs directly into a wall outlet, verify that the outlet has power
- Ensure that the power cord is plugged securely into the socket in the light source
- If the Solarlite plugs into an outlet on the chair, unplug the cord and connect a power cord (like the one from a computer tower) into the light source cord connector and connect it to a working outlet
- If this resolves the issue, call Tech Support to troubleshoot the outlet in the chair – 1-800-861-3610
- Test the light bulbs & fuses
- Ensure that the bulb is properly installed, and that any pins on the bulb are fully seated into their sockets
- Ensure that the bulb is good by trying it in another light source (if available)
- Adjust the intensity control to the max/open position
- If the light source has fuses check them and if either is blown replace both
My articulating headrest won't stay in position
- Open the thin locking handle and lean the headrest forward
- Use a 3/16” hex wrench to loosen the center screw (on the bottom of the thick link of the headrest) by turning counter-clockwise a couple of turns
- Turn the larger silver adjusting nut 1/8 of a turn clockwise, either with a large flat blade screwdriver for older chairs, or with a 3/8” hex wrench for new chairs
- Don’t turn more than an 1/8 of a turn at a time to avoid damage
- Close the thin locking handle and check to determine if the issue is resolved
- If it still won’t stay in position, open the locking handle and repeat steps the previous two steps
- Once the headrest has been adjusted into a fixed position, tighten the center setscrew with the 3/16” hex wrench
Cabinets
My light source is not working
- Test the power source
- Check to ensure that the light source switch is in the ON position
- Verify that the power cord to the cabinet is plugged into a working outlet
- If the light source uses a bulb, test it
- Ensure the bulb is properly installed and that any pins on the bulb are fully seated into their sockets
- Ensure the bulb is good by trying it in another light source (if available)
- Adjust the intensity control to the max/open position
- Check the fuses
- Take out the drawer immediately below the light source
- Directly below the light source there are two screws, which secure it in place
- Remove the screws
- Slide the light source out and look for the fuses on the back (on the halogen light source the fuses are adjacent to the power plug)
- Check the fuses, if either is blown replace both
The suction is low on my SMR ENT treatment cabinet
- Find the white filter disc in the suction tubing line, the “FLUID” side will be marked
- Disconnect the tubing from the opposite side of the white filter disc, the pump will now have only a short piece of tubing attached
- Turn on the vacuum pump, if suction is low at the open end of the tubing, contact Customer Service to order a new pump (102-005-388) via phone 1-800-861-3585 or by fax 1-636-861-2969
- If suction is good, reconnect the tubing to the filter disc
- Remove the tubing from the “FLUID” side of the filter disc
- Turn on the vacuum pump, if suction is low at the filter disc, contact Customer Service to order a replacement filter disc (6-pack: S850020-6 or 12-pack: S850020-12) via phone 1-800-861-3585 or by fax 1-636-861-2969
- If suction is good reconnect the tubing to the filter disc
- Disconnect the tubing from the patient port on the suction canister
- Turn on the vacuum pump, if suction is low contact Customer Service to order a replacement canister (6-pack: S600006, 12-pack: S600012, or 24-pack: S600024) via phone 1-800-861-3585 or by fax 1-636-861-2969
- If suction is good, contact Customer Service to order replacement tubing (12′-14’ of tubing needed per cabinet: S400446) via phone 1-800-861-3585 or by fax 1-636-861-2969
My rechargeable otoscope is not working
- Test the light bulb in the otoscope head by transferring the otoscope head from a working otoscope
- If the transferred otoscope head works on the handle, contact Customer Service to order a replacement bulb(S WA03100) for the head via phone 1-800-861-3585 or by fax 1-636-861-2969
- If the transferred otoscope head doesn’t work on the original handle, test the battery by replacing it with the battery from the working otoscope handle
- If the alternate battery resolves the issues, contact Customer Service to order a replacement battery (Heine: SHOTOBATT or Welch Allyn SWA72200) via phone 1-800-861-3585 or by fax 1-636-861-2969