This will guide you through a few quick checks to help you and the service engineer diagnose problems with either the ProScan or OptiScan system.

If the problem you have is not below, complete as much of Test 4 as possible and report to tech support. Issues with the PCI controllers should be directed straight to the techsupport helpline. techsupport@prior.com

Controller Problems:
First of all note down the controller Model number, this is on the underside of the controller and will start with an ES9, ES10, H27, H28, H29 or H30. Next to the model number is the serial number; it is a 4 or 5 digit number, make a note of this.

Customers with H27 or H28 models should report the Model and serial number of all equipment to tech support and add a description of the fault.

Test 1 - System stopped function.
Switch off the controller, disconnect the accessories (Stage, filter wheel etc..) and Power up the system. Confirm whether the two green lights on the front of the unit are bright and permanently on.

If the green lights are fully illuminated, please see Test 2.

If green lights are flashing or dim/not illuminated at all. The unit may have one of two faults.

1. The Power supply has failed.
(Return to the manufacturer for repair).

2. A drive module in the controller has failed.
(ES10 systems should be returned for repair.)

At this point further work should only be undertaken by a competent engineer.

You may identify a broken drive module in the ES9, H29 and H30 by following the procedure Drive module investigation. If you have a failed module inspect the cable of the accessory attached to the drive module location which failed, ensure there is no damage, (the most likely case of a drive module failure is a damaged cable). Once identified report the type of chip and model and serial number of the controller to tech support, with a full description of the fault.

Test 2 - Communication failure.
If your system is functioning via Joystick or keypad but not via software control.

1. Connect to the system via RS232 or USB using the windows based program HyperTerminal, (a version from Prior is on the download site), please follow How to setup HyperTerminal.

2. Send the command “DATE”: This should return several lines of information including the software version number.

3. If there is no response (Check the setup parameters of HyperTerminal) report this to the tech support with the serial and model number and a description of the fault.

4. A full response would indicate that the problem you are encountering is due to the software you are using and not the Prior hardware, ensure that you third party software is set up correctly.

Stage problems:
Identify the stage you are using, look for the Prior sticker and report you model number and serial number to tech support with your query.

If your stage is moving on its own or moving in the wrong direction please visit the FAQ section.

Test 3 - Stalling Stage.
If your stage is failing to move (or failing to move the correct distance) and making whining/humming noises.

1. Please remove the stage from the microscope and remove all fittings (sample, inserts etc.) from the stage. Retry the system. If the problem persists return the stage to the manufacturer for repair. If the stage functions properly, inspect the stage for scratches. It is likely that a fixing screw was interfering with the stage movement. While returning the stage to the microscope ensure that none of the fixing screws interfere with the stage movement.

2. If you have an OptiScan system try the procedure ES111 after transit movement.

General:

Test 4 - General info for tech support.
Identify the Model and serial number of all of your equipment. If you can connect via HyperTerminal, do so and report the response to the following commands:

?
DATE

Supply a full description of the fault you are having and report to tech support. techsupport@prior.com