F.A.Q. There are several questions we are getting asked frequently. You will find the answers here.

Software

FAQ #QuestionsAnswer
1How do I download an update for software?In VisionWorks 8.21 and later, locate and click [insert symbol] in the top right bar.
 
In VisionWorks 8.20 and earlier, navigate to Help--> Check for updates.
 
You will need to be connected to internet for the update to occur. If you cannot connect to the internet, contact Technical Support (909) 946-3197 and we will be able to provide a download link.
2Where can I find a software manual?

In VisionWorks 8.21 or later, locate and click [insert symbol] in the top right of the software.
 
In VisionWorks 8.20 or earlier, navigate to the Help--> Display help topics.
 
For all other software versions, contact Technical Support at (909) 946-3197 or e-mail us at AJSupport@us.analytik-jena.com. Please have your serial number and part number for your instrument ready.
 

Can't find the S/N and P/N for your instrument? Check out FAQ # 6. 

3How do I export an image?To view images outside of VisionWorks, the image must first be flattened.
 
In VisionWorks 8.21 or later, locate and click [insert symbol] in the bottom left corner. You will be promoted to accept the selection and a new image will be created. Be sure to distinguish filenames for your original raw image and the flattened image. If you lose track, navigate to the Image--> Info --> History. You will be able to see if the selected image has been flattened.
 
In VisionWorks 8.20 navigate to Image--> Annotations--> Layer Actions. Select Flatten Layers. A duplicate flattened image will be automatically created. If you forget if your image is flattened, right-click on the image and select Image Information. Navigate to the History tab. You will be able to see if the selected image has been flattened.
 
If you are not sure what software you have, see FAQ # 7. If you need assitance, please contact Technical Support at (909) 946-3197. 
4How do I get an activation code?If your software requires an activation code, please navigate to the Help--> Registration License Wizard--> Already have Activation Code--> Single Client License. A configuration ID will display. Please copy and paste the configuration ID into an e-mail and send it to AJSupport@us.analytik-jena.com along with your instrument serial number and part number. We will respond with an Activation Code.

Can't find your S/N and P/N, see FAQ # 6. 
5I cannot control my instrument with my software. How do I get my software to communicate with my instrument?First, make sure all the cables are connected securely on your instrument and that it is powered on.

In VisionWorks 8.21 or later, locate and click [insert symbol] in the top right bar. The software will begin scanning for devices. If this does not work, close the software and reboot your computer. Restart the software and scan for devices.
 
In VisionWorks 8.20 or earlier, click on the Advanced tab and select Scan for device in the left pane. If this does not work, follow instructions for rebooting above.
 
If you are not sure what software you have, see FAQ #7. If Scanning for Devices and rebooting your instrument does not work, contact Technical Support at (909) 946-3197 or e-mail us at AJSupport@us.analytik-jena.com. Please have your serial number and part number for your instrument ready.

Can't find your S/N and P/N, see FAQ # 6. 
6Where can I locate the serial number and part number for my instrument?We mount labels on the back of the darkroom that contain the serial number of the instrument (see example image). The part number of the darkroom/hood may be found on the same or separate white label. If you cannot find the S/N and P/N, please take pictures of the labels on your instrument and e-mail us at AJSupport@us.analytik-jena.com.
7How do I determine which version of software have?See images of our software version to identify which family of software you have.
 
In VisionWorks 8.21 and later, click on the gear in the top right bar. The Software version will be listed on the display window on the right. If you do not see it listed, navigate to About--> Software Version and it should display in the right pane. In VisionWorks 8.20 and earlier, navigate to Help--> Application Information. The version number will be displayed. If your software does not appear like any of these images, please contact Technical Support at (909) 946-3197 for additional assistance.
8How can I reduce background noise in my images?Background noise can be reduced in several ways:
 
1) Try increasing signal by increasing exposure time
2) Increase aperture/brightness
3) Change excitation lighting/strength (if an external light source is used).
4) Make sure you are using the correct excitation light/ emission filter combination.

If the signal is high but there is too much noise in your image, try:
1) Cleaning the background (tray/trans-illuminator) with ethanol and lint-free wipes to clean up debris.
2) Use a compressed air can to spray away dust that may cling to the background.
3) Manually adjusting histogram, brightness, contrast, and or gamma settings.

If none of these options correct your issue, contact Technical Support at (909) 946-3197 or e-mail us at AJSupport@us.analytik-jena.com. Please have your serial number and part number for your instrument ready.

Can't find your S/N and P/N, see FAQ # 6. 
9What if the software does not start correctly?If the software does not start at all, try right clicking the Visionworks icon and running as administrator. If that does not work, check if the Visionworks process is already running by going to Task Manager and searching for Visionworks under App/Background Processes. If it is running, terminate the process and/or end task and try restarting software again. If this does not resolve the issue, try restarting the computer once and attempt to start software again. Finally, If this does not work, perform a complete uninstall (see FAQ # 21). If you need a copy of the software, contact Technical Support.

If the software starts but encounters an error or exits immediately after startup:
1) Turn the darkroom off and start the software again and see if it starts correctly.
2) If it start correctly, turn the darkroom back on and restart the software. If problems persist contact Technical Support.

If an error message shows up on startup, take a screenshot of the error, and send the screenshot along with the log files (under Program Files (x86)\Analytik Jena\Visionworks\Log Files) to Technical Support at AJSupport@us.analytik-jena.com.
10What if the software doesn't detect my devices (camera/darkroom/lens)?Try clicking the Detect Devices button again and in FAQ # 5. If that does not work, follow the steps below.

1) Turn off the software and turn the darkroom off.
2) Turn the darkroom back on, wait 30 seconds then turn the software on.
3) Repeat step one, but unplug the darkroom instead of using a switch to turn it off, then plug back in.
4) Repeat step two, but restart the computer instead of just turning the software off.
5) If the hardware is plugged into visible USB ports on the system or if they are plugged into specific USB ports on your external computer, try changing the ports they are plugged into.
6) Check if the hardware is found in device manager. To test this, go to Windows Settings > type Device Manager and and select Go.
7) Expand the Universal Serial Bus controllers / COM Portcategories. When the USB devices are taken out and plugged back into the system/external computer, the list should refresh with one fewer/more entries. If this does not happen, the device is not recognized by the computer, in which case it may be defective, broken, or you may be missing a correct driver. If the device is correctly recognized by the computer, it may be due to a missing prerequisite or driver in which case you can attempt a reinstall (see FAQ # 21 for uninstall instructions).


If none of these options correct your issue, contact Technical Support at (909) 946-3197 or e-mail us at AJSupport@us.analytik-jena.com. Please have your serial number and part number for your instrument ready.

Can't find your S/N and P/N, see FAQ # 6. 
11Why am I unable to focus? For GelSolo and UVSolo instruments, make sure Lens Diopter (see example) is screwed in place on the lens.

For Biospectrum darkrooms, the lens controller located between the camera and lens may have jostled loose. Turn off power to the instrument, remove camera, and make sure the lens controller is properly seated. A set pin found on the lens controller sometimes comes loose, which disables lens control (see example image of set pin location)

If none of these options correct your issue, contact Technical Support at (909) 946-3197 or e-mail us at AJSupport@us.analytik-jena.com. Please have your serial number and part number for your instrument ready.

Can't find your S/N and P/N, see FAQ # 6. 
12I am not getting power to the darkroom, how do I correct this issue? 1) Verify power cable is connected
2) Verify main power switch for darkroom is in on position (if applicable)
3) If you have an iBox Scientia/Spectrum darkroom: check the indicator light on the darkroom to verify if the power is on.


If none of these options correct your issue, contact Technical Support at (909) 946-3197 or e-mail us at AJSupport@us.analytik-jena.com. Please have your serial number and part number for your instrument ready.

Can't find your S/N and P/N, see FAQ # 6.
13Why does a partial image appear on the screen? Check filter wheel.
1) Verify filter wheel is not off center
2) Verify filters are properly seated in filter wheel slot
3) Verify Lens is not obstructed
4) Click Reset under Filter tab to reset the filter wheel


If none of these options correct your issue, contact Technical Support at (909) 946-3197 or e-mail us at AJSupport@us.analytik-jena.com. Please have your serial number and part number for your instrument ready.

Can't find your S/N and P/N, see FAQ # 6. 
14Can I install qPCRsoft on another PC to look at data? (qTOWER)Yes, qPCRsoft is license free and can be installed on any windows based PC. Please note the software is only compatible with windows platforms.
15Can I install VisionWorks on another PC to analyze and process data?Yes, VisionWorks can be installed on any windows based PC. Contact Technical Support at (909) 946-3197 or e-mail us at AJSupport@us.analytik-jena.com for a copy of the software. Please have your serial number and part number for your instrument ready.

Can't find your S/N and P/N, see FAQ # 6. 
16Do I need to set a reaction volume? (qTOWER and Biometra Thermal Cyclers)Setting a reaction volume is not necessary. An optimal volume range for each sample block is specified under the technical specifications for each device. 
17How do I analyze my data in qPCRsoft? (qTOWER)qPCRsoft creates two file types with the following file extensions. These include (*.rts) for template files, and (*.rtp) for project files. Only (*.rtp) project files can be used for data analysis.

To create an analysis, open the project file and select the "Analysis" tab from the window. Select the tab for the appropriate analysis to be performed, then select "Add <corresponding analysis>" from the toolbar.
 
18How do I import a sample template from excel? (qTOWER)From the "Settings" tab select "Samples". Right-click on the table containing the sample information and select "Export table to Excel-file" from the menu. The corresponding excel template can be used as a template to construct the sample profile for analysis. When the excel file is completed, save and close excel.

Return to the "Samples" tab in qPCRsoft. Right-click on the sample information table and select "Import Table from Excel-File".

*Please note, the excel file must be saved, and the file must be closed before importing the data into qPCRsoft.
19How do I export data from qPCRsoft? (qTOWER)Raw data can be exported from any run by right-clicking on any chart in the software, then selecting "Save chart". The user will have the option to name and save the chart as a (*.csv) file which can be opened to view raw data from the run in excel.

To export images for charts and figures, right-click on the chart then select "Copy chart". The user can paste the copied image into another program.
20Is it possible to recover or reset passwords for VisionWorks LS Software?Yes. Please follow the instructions provided by Technical Bulletin 103 (TB-103).
21How do I uninstall VisionWorks software? Please follow the instructions provided by Technical Bulletin 111 (TB-111).
22How do I resolve error codes displayed on my crosslinker? Please follow the instructions provided by Technical Bulletin 115 (TB-115).
23Why am I only seeing a black image after capture?For VisionWorks 8.21 and later software, find Histogram adjustment under image tab, turn the Auto histogram on by clicking Auto. For VisionWorks 8.20 and older versions, find the Histogram adjustment under Image tab, then Display control.
24Why am I only seeing a black image under preview? For VisionWorks 8.21 and later versions, start preview and click the drop down menu from the image viewing window. Open Pre-Capture setting and turn on the Auto Histogram switch. For VisionWorks 8.20 and older versions, start preview and click Processing to find the Histogram drop down menu, click Auto from the drop down menu to turn on preview auto histogram.

Hardware

FAQ #QuestionsAnswer
1What consumables are recommended? (qTOWER and Biometra Thermal Cyclers)We highly recommend the use of materials containing solid white plastic and optically clear sealing films, or flat-caps for use with the qTOWER. This is to ensure optimum accuracy during sample measurement.

Most full-, half-, and semi-skirted microplates are compatible with the sample block. Please see the technical specifications to verify the appropriate size compatible for the device.
2How do I calibrate my warming plate? Please follow the instructions provided by Technical Bulletin 116 (TB-116).
3Why won't my transilluminator turn on?Check power cord to make sure it is fully engaged in the transilluminator. Check to see if power on/off switch is lit. If it is not lighted, the switch might be bad. If it is part of a system, plug the transilluminator into a separate power outlet to verify that it is getting power. If the unit is repeatedly turned on and off, the tube life will be shortened. When were the UV tubes last replaced? If over 6 months, the tubes are probably the problem. If tubes have been replaced and the power switch lights up, the electronic ballast might have failed. Refer to Technical Bulletin 107 (TB-107) to determine if someone at your facility can replace the ballast.
4Why is Error message 4 flashing on my crosslinker?Output to internal UV sensor is too high; remove center bulb and recalibrate unit.
5Why won't the UV lights in my PCR turn on?If the white light turns on, but not the UV light, adjust magnet on bottom of door, slide it side to side until you hear an audible click, this indicates that the safety switch has engaged and UV lights should come on. If the keyswitch turns on timer, but not lights, it is likely a bad ballast.
6Why won't my hybridizer turn on?Check fuses. Check on/off switch and power supply: the internal fan will run even if power supply has failed, but won't run if on/off switch is broken. If the fan turns on, the unit is getting power and the control board could be bad.
7Why won't my B-100 lamp turn on?Remove filter/bezel assembly; confirm that lamp is securely screwed into lamp socket. Is on/off switch lighted? If unit was previously working, the unit might need to cool down before it will restart.
8Why is Error Code HI showing in hybridizer temperature display?Internal temperature is higher than display allows; control board has likely failed. Install new board and recalibrate.
9Why does my 2UV transilluminator light only when switched to 365nm tubes?This usually indicates that the 302 nm tubes need to be replaced. You can switch the 365 nm tubes into the 302 nm lampholders and turn on in the 302 nm position. If it turns on, the 302 nm tubes need to be replaced. If there is still an issue, the selector switch could be bad. We recommend that you send the unit to the factory for evaluation and/or switch replacement.
10Why won't my Firstlight transiluminator turn on?Confirm that on/off switch lights up. Remove filter assembly and inspect grid lamp for cracks. Grid lamps rarely fail unless there is a crack or leak in the quartz, so the ballast could have failed. Does the internal fan work? If not, the unit will over-heat and cause the ballast to over-heat and fail.
11My new UV tube is broken, something is rattling around inside.If the glass tube is not broken, the sound you hear is the mercury ball inside the tube. It is not defective and the mercury will disperse after the tube has warmed up.

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