Technical Support

Software

Support

Manuals

The Registered Users support section provides access to current versions of software and product manuals.

To access our Technical Support System, please register your instrument on this website.

Once registered, login to the website opposite using your new Username and Password. You will be then be redirected to the Registered Users section where you can access all relevant support sections including manuals and software updates.

Logged in users will also be able to navigate to the relevant support pages from main menu items that are only visible whilst logged in.

If you are a registered Hansatech Instruments Distributor, please register on the Distributors Registration page.

Alternatively, please complete the support request form below and a representative from Hansatech Instruments will contact you to assist.

Click here to register your system

Hidden

Next Steps: Sync an Email Add-On

To get the most out of your form, we suggest that you sync this form with an email add-on. To learn more about your email add-on options, visit the following page (https://www.gravityforms.com/the-8-best-email-plugins-for-wordpress-in-2020/). Important: Delete this tip before you publish the form.

About You

Your Name(Required)

Title First Last

Institute(Required)

Department

Your Address(Required)

Street Address Address Line 2 City County / State / Region ZIP / Postal Code Country

How Can We Reach You?

Your Email Address(Required)

Email Address Confirm Email Address

Your Phone

Your Hansatech Instruments product

Please let us know about the instrument you wat to speak to us about.

Product Category(Required)

Please select from one of the following options to get started.

Chlorophyll fluorescence systems(Required)

Please select from one of the florescence products below.

Oxygen electrode systems(Required)

Please select from one of the oxygen electrode products below.

Product not listed(Required)

The product you have isn't listed in the options. Please tell us the name of the instrument you want to ask us about.

Serial number(Required)

This is really important for us to know as it gives us an idea when the instrument was supplied to you. You can find the serial number on the test label on the rear/base of your instrument.

Who was the instrument purchased from?(Required)

Is this a software issue?(Required)

If the enquiry is related to a software problem, please let us know here.

Software version(Required)

If your enquiry is software related, please let us know the software name and version number. This can be found in Help > About within the software.

Please describe the issues you are experiencing(Required)

The more detail you can provide, the easier it will be to help you quickly.

Oxygen electrode troubleshooting

In many cases, problems such as unstable or erratic oxygen signals can be solved by simply taking everything back to basics.

You will need to be near to your oxygen electrode system with everything you need to prepare the electrode and run some diagnostic tests.

Once ready, please follow the guidelines below and enter the requested values to help us troubleshoot the issues you are having with your oxygen electrode.

Control unit test

Please connect the powered electrode control unit to your PC and ensure all other connections are removed (i.e. only the USB and power cables should be connected).

Remove any calibration settings in the software by clicking “Clear” in the Oxygen Calibration Information window.

From the software, conduct the Auto Instrument Test (please refer to the manual for guidelines).

What was the result of this test?

Test passed

Refer to Manual

Box test results

Please upload a screenshot of the results from the box test. Files can be JPG, PNG or PDF format.

Accepted file types: jpg, png, pdf, Max. file size: 8 MB.

Electrode cleaning

Thoroughly clean the electrode using the cleaning paste that was provided when you purchased the system and according to the guidelines we provide. The silver anode should be clean and shiny with no traces of silver chloride (a brown-coloured deposit) or silver oxide (a black-coloured deposit).

Prepare the electrode disc ensuring that you are closely following the procedure shown in this video.

Are you cleaning and preparing the electrode exactly according to our guidelines?

Yes

Possibly not

Kcl electrolyte

We recommend using a 50% saturated solution of KCl for your electrolyte when preparing the electrode disc. This is made by dissolving 17.5g of anhydrous salt in 100ml of de-ionised water with a TDS (total dissolved solids) content close to 0. We have found that RO (reverse osmosis) water is particularly suitable for preparing KCl.

Are you using a Kcl solution prepared as described above?

Yes

Possibly not

Connection cable

Remove any calibration you have in the software and connect the electrode connection cable only to the rear of the control unit. You should not see any significant deviation from zero signal even when the connectors are touched/manipulated ("wiggled").

Does the signal remain at 0?

Yes

No, it fluctuates

Response test

Connect the electrode disc to connection cable that is already plugged into the control unit and leave the electrode on the bench in ambient air. Please allow the signal to settle and confirm that you can achieve a stable signal that does not drift over time. Exhale across the surface of the disc for 2 – 3 seconds. You should observe an initial increase in signal (caused by the higher temperature of your exhaled breath) followed by a decline in signal due to a lower concentration of oxygen in your breath. The start of this video illustrates this process .

Does the signal stabilise?

Yes

No, it fluctuates/drifts

Breath test

Does the signal respond to your breath with an initial peak followed by a sharp decline in the same way as the video shows?

Yes

Installation

Disconnect the electrode chamber from any circulating water bath you are using and ensure all liquid is drained from inside the chamber water jacket. For Oxytherm+ users, please simply disconect the chamber from the rear of the control unit.

Install the electrode disc into the base of the chamber ensuring that all o-rings are correctly in place and that the base-ring of the electrode is not over-tightened. Again, please refer to this video for guidance . Do not add any liquid into the reaction vessel at this stage. Please allow the signal to settle and confirm that you can achieve a stable signal that does not drift over time.

Does the signal stabilise?

Yes

No, it fluctuates/drifts

Stirring test

Place 1.5ml of distilled, air-saturated water into the reaction vessel. Please ensure that the water is at room temperature (or at the same temperature as the apparatus). You should see the electrode signal begin to decline as an oxygen depleted layer forms at the platinum cathode. Add a magnetic follower to the reaction vessel and begin stirring at an appropriate level. Once again, this video from 0:40 shows how to set the correct stirring speed . Please allow the signal to settle and confirm that you can achieve a stable signal that does not drift over time whilst stirring. Once stable, please make a note of the nA value – this should be approx. 1600 nA ±240 nA.

Does the signal stabilise and behave as described above?

Yes

No, it fluctuates/drifts

Zero oxygen test

Drop a few crystals of Sodium Dithionite into the reaction vessel and observe the drop in signal. Allow the signal to stabilise at the low level and make a note of the value which should be less than 2% of the signal noted in stirred air-saturated water during the previous step.

If the signal begins to rise following an initial drop, please repeat this step but using new, fresh dithionite. If the signal still rises following an initial drop, it is likely that you are adding too much dithionite. A few crystals are absolutely all that is needed. Adding more dithionite will not increase the rate at which oxygen is reduced but does run the risk of causing an unwanted reaction that produces oxygen rapidly – hence the rise in signal.

Does the signal behave as described above?

Yes

No, it doesn't stabilise at <2% of the air line signal

Final tests

Flush the reaction vessel thoroughly following this step taking care not to spill the KCl in the electrode disc by tilting/inverting the electrode chamber. An aspirator or soft-tipped pipette is best used for this stage.

Place 1.5ml of distilled, air-saturated water into the reaction vessel. Please ensure that the water is at room temperature (or at the same temperature as the apparatus), add a magnetic follower and commence stirring.

Connect the circulating water bath tubes securely to the inlet and outlet of the electrode chamber water jacket. Set the water bath temperature to 25C and start the circulator pump. Oxytherm+ users should reconnect the electrode chamber to the rear of the control unit and set the chamber temperature to 25C in the software.

Allow all elements of the system to equilibrate to the 25C. During this time, you will see fluctuations in signal as the temperature is reached. Allow the signal to stabilise (this may take 20 – 30 minutes depending on the temperature of the apparatus prior to connecting the water bath) and confirm that the signal is stable with no drift over time.

Does the signal stabilise?

Yes

No, it fluctuates/drifts

Adding your buffer

Replace the water in the reaction vessel with 1.5ml of your buffer pre-equilibrated to 25C temperature. Once again, please confirm that the signal stabilises with no drift.

Does the signal stabilise?

Yes

No, it fluctuates/drifts

Supporting files

Sending us files that clearly show the problem you are describing is really useful to us. If you can send us the CSV file saved directly from the software, this is even better!

Drop files here or

Accepted file types: jpg, png, pdf, csv, Max. file size: 8 MB, Max. files: 5.

Staying in touch

We will never share your information with any other person or organisation, without first obtaining your consent. For further information regarding how we use your data, please view our privacy policy.

Yes

CAPTCHA

Login

Username(Required)

Password(Required)

Remember Me

Technical Support Policy

Purchasers of Hansatech Instruments products can be assured of ongoing support and prompt and efficient attention to enquiries at all times
All products supplied by Hansatech Instruments are guaranteed for 12 months from the time of dispatch against manufacturing faults or defective materials
The guarantee does not cover damage caused by misuse or unauthorised attempts to repair
If difficulties are experienced with the equipment, please contact Hansatech Instruments for technical advice
If necessary, equipment may be returned for repair/replacement during the warranty period. No charge will be made for parts/labour under warranty but we reserve the right to charge for customs clearance and return carriage if appropriate
If the product was purchased via a distributor, please contact them for advice in the first instance
For repairs outside of the warranty period, either contact Hansatech Instruments directly or, if the product was purchased via a distributor, please contact them for advice in the first instance.