Troubleshooting

Top Solutions

Step-by-step instructions to common support questions. For additional assistance contact our Technical Support Team

 

Select your product:

Get to know your product

MICROSCOPE & ACCESSORIES

 

Find a solution

CHAIRS & STOOLS

 

Contact us for support

CABINETS

 

 

MICROSCOPES & ACCESSORIES

  1. My light source is not working
  2. The light in my Novalux is dim after I replaced the bulb
  3. My microscope rises or falls when I let go
  4. My microscope is in focus but my pictures aren't 
  1. 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
  2. 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
  3. 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
  4. 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

 

CHAIRS & STOOLS

  1. My light source is not working
  2. My articulating headrest won’t stay in position 
  1. 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
  2. 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

  1. My light source is not working
  2. The suction is low on my SMR ENT treatment cabinet
  3. My rechargeable otoscope is not working
  1. 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
  2. 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
  3. 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