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12 . T E C H N I C A L S U P P O R T, C O D E S A N D T R O U B L E S H O O T I N G
12.2
Codes and troubleshooting
Please note, the codes listed below are examples. When displayed by the analyser, the characters denoted by 'X' will be numbers. The first and second numbers
are used to denote the type of code.
CODES AND TROUBLESHOOTING
Code
Description
1.1.X.X to
Cartridge analysis
1.5.X.X
incomplete.
Insufficient sample.
1.6.X.X
1.7.X.X
Insufficient sample.
1.8.X.X to
Cartridge analysis
1.10.X.X
incomplete.
2.1.X.X to
Cannot read barcode.
2.6.X.X
2.7.X.X
Barcode not valid.
3.1.X.X
Issue detected with
and
hardware.
3.2.X.X
3.3.X.X
Analyser calibration
Analyser
required.
3.4.X.X
and
Test result inconclusive.
3.5.X.X
Start-up checks have
3.6.X.X
failed.
Analyser has shutdown
3.7.X.X
unexpectedly.
Do not remove
4.1.X.X
cartridge during the
test.
Cartridge analysis
4.16.X.X
disrupted.
4.2.X.X
SD card not detected.
The selected file is not
4.3.X.X
valid.
The selected file is not
4.4.X.X
valid.
Incorrect QC cartridge
4.5.X.X
inserted.
4.6.X.X to
Cartridge appears to
4.9.X.X
be used.
25 | EN
Possible cause
The test cartridge was not detected correctly. Can be due to
dirty optics, a damaged test cartridge or a hardware fault.
The reference band has not been detected; the sample has
not run on the test cartridge.
The sample has not run sufficiently on the test cartridge.
Can be due to insufficient sample collection, incorrect test
process.
The test cartridge was not detected correctly. Can be due to
dirty optics, a damaged test cartridge or a hardware fault.
During the barcode analysis the analyser has detected a fault
this could be due to the cartridge/barcode being damaged,
dirty optics or a hardware fault.
The barcode data cannot be interpreted into valid cartridge
information. The barcode may have been tampered with or a
newer barcode version has been introduced.
Analyser hardware issue.
The analyser appears not to be calibrated or has lost its
calibration settings.
Issue detected during the test analysis, analyser unable to
interpret the result.
The analyser has detected a fault during the initial checks
and will not be able to complete a test.
The analyser has either been reset by the operator, the
battery has run out or the analyser was unable to complete
the test analysis.
Test cartridge was removed during the test process.
Analyser has tilted beyond acceptable range.
SD card is not present within the analyser.
Incorrect file has been selected while trying to install a new
cartridge file.
Incorrect file has been selected while trying to install a new
software (firmware) version.
Incorrect QC cartridge has been inserted.
The analyser detected the inserted test cartridge as being
used.
S O T O X A™ M O B I L E A N A LY S E R | U S E R G U I D E
Solution
Initiate a QC test, if the QC test fails contact Product
Support. If the QC tests pass complete the test.
Ensure that the test process has been correctly followed.
Ensure that the test process has been correctly followed.
Initiate a QC test, if the QC test fails contact Product
Support. If the QC tests pass complete the test.
Initiate a QC test. If the QC test passes, verify that the inserted
test cartridge is not used and its barcode is not damaged. If the
test cartridge or its barcode is damaged, dispose of the test
cartridge and start a new test with a new test cartridge.
Please contact Product Support for assistance.
Unable to complete test process. Contact Product Support
for assistance.
Tests cannot be completed until the analyser is calibrated.
Contact Product Support for assistance.
Restart analyser and start test process again if applicable.
Unable to complete test process. Contact Product Support
for assistance.
Press Exit to continue. Contact Product Support for
assistance if the problem persists.
Initiate a new test, making sure that the test cartridge is not
removed until the test result is displayed.
Retry using a new cartridge, keeping the analyser level.
Insert a valid SD card into the analyser.
The file selected is not a valid test cartridge file. Make sure a
valid test cartridge file is selected to be updated. See section
10.2 Updating test cartridge types.
The file selected is not a valid software (firmware) file. Make
sure a valid firmware file is selected to be updated. See section
10.1 Updating firmware.
During QC testing, the second cartridge inserted was
incorrect. Make sure the PQC and NQC cartridges have
been used, not drug test cartridges. Ensure the same cartridge
has not been inserted twice.
Ensure the correct testing process has been followed. Dispose
of used test cartridge, start a new test making sure that the
inserted test cartridge is new and not used.
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