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
  • 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