Instrument troubleshooting
Most instrument problems can be resolved in a few minutes, without waiting for a support response.
Our troubleshooting guides take you through the same checks our technical support team would ask you to make first – from cables, power and calibration to software, firmware and test set-up.
Choose your instrument
Texture Analyser
For TA.XTplusC, TA.XTplus100C, TA.HDplusC and TA.XTExpressC and earlier Plus and Express models
Quick instrument and software checks, status messages, Load Cell fitting and calibration, trigger settings, attachment set-up and sample preparation.
Volscan Profiler and Ceramscan
For Volscan Profiler 600C and 300C, and Ceramscan
Connection and start-up problems, scan quality, difficult samples, volume and weight measurement, calibration, firmware updates and routine care.
Using a Powder Flow Analyser? It runs on a TA.XTplusC Texture Analyser, so start with the Texture Analyser guide for instrument, software and calibration checks.
Not sure which guide you need?
If you run tests in Exponent or Exponent Connect software, you have a Texture Analyser. If your instrument uses a laser to scan samples for volume and density, you have a Volscan Profiler or Ceramscan.
Product manuals
Manuals for instruments and additional measurement options are available in Help menu of Connect software, or can be requested through our online form.
Before you contact technical support
If the checks in your guide don't resolve the problem, these steps will help us diagnose it faster:
- Update to the latest software and firmware. Many issues are fixed in later releases, and we need you to be on the current version before we can diagnose a fault. Download the latest software
- Save a test file that shows the problem – an .arc file from a Texture Analyser, or a .vpd file from a Volscan Profiler or Ceramscan. A short video helps if the problem isn't visible in the data.
- Note your instrument's serial number, software version and firmware version, then request technical support
You can also request help from your distributor. They are trained to help with technical questions. Find a distributor
