Troubleshooting Tips and Steps

  1. Windows will not install Shifter software.
    a) Make sure any previous versions of the software have been uninstalled (check ‘Add/Remove Programs’ in Windows).
    b) Check if you have administrator tights on the computer where software is being installed.
    c) Make sure you are not installing from/to a shared (networked) drive or a drive that is synchronized (e.g. OneDrive or Google Drive shared area).
    Copy the installation file to the local (“C:”) disk before installing.
    d) Check if Anti-virus is not blocking the installation and whitelist CrystalShifter-v1.exe executable and c:\ProgramData\OLT\ folder and subfolders in your anti-virus software.
    e) Run Microsoft’s diagnostics “fix problems that block programs from being installed or removed” tool: https://support.microsoft.com/en-us/help/17588/fix-problems-that-block-programs-from-being-installed-or-removed
  2. Error message: Serial number invalid.
    1. Check if any of the config files are open by other software, e.g. Notepad or Internet Explorer. Close all applications.
    2. Check your serial number and customer name. The serial number is case sensitive and should be entered as provided by OLT. You can use cut & paste.
    3. Go to About tab and try Factory Reset.
  3. How can I auto-detect my device or perform Factory Settings Reset?
    1. Make sure your device’s USB and Power cables are connected and the device is switched on.
    2. Start the Crystal Shifter software. Go to About Tab and press Factory Reset button. The software will report if the device has been auto-detected and what factory settings are available for the device. Follow instructions on the screen.
  4. Is there an easy way to update A1a reference location, load, and parking bays?
    For convenience both users and lab managers can update A1a reference location (‘Main aperture’):

    1. Go to About Tab (if setting lab’s default use Shifter Config App otherwise for user’s custom setting use Workflow).
    2. Position your device using Manual move and Slow moves to the desired position for A1a.
    3. Click “Update Main Aperture”. If you are teaching Shifter about other locations (e.g. loading bays) then click corresponding buttons – “Record Left/Right Load Bay” and “Record Parking Location”.
    4. Follow instructions on the screen.
  5. Device makes no movement
    1. Check that power adapters have been connected to the mains and switched on (read User Manual if you are unsure if your switch is in ON or OFF position).
    2. Check cables have been correctly inserted into the device – the device will typically have USB cable and one or two power adapters.
    3. Check if the device has been switched on.
    4. Contact OLT with log files if the issue persists.
  6.  How to I check quickly if the calibration is good?
    1. Manually position your A1a well on the left plate under the Main Aperture (microscope opening). Go to About Tab and press “Update Main Aperture” button. Follow instructions. This will ensure your A1a reference location has been recorded.
    2. Go to Manual Move Tab. On your left plate press A1a and then H12a. Repeat on the right plate. The moves should be typically within 2mm error or better depending on your calibration.
  7. Device moves but the movement is not accurate
     There are two possible causes: mechanical failure (eg loose or broken parts) or device requires to be recalibrated.

    1. For mechanical faults: check if any parts are visibly misaligned, dropped out or broken. Observe if belts are moving well and smoothly. Check pulleys are not loose and tighten grub screws if any are loose.
    2. Is the Plate Carrier too tall (Z Axis) and the plate is catching the shroud?
    3. Check if plates are firmly secured in plate holder and aligned to the top-left of the plate carrier.
    4. Check the shroud has been secured – at least one screw should be secured to keep the shroud in place while plates are moving.
    5. Is software reporting any errors? Check target encoder read-outs at the bottom left part of the window. If software is not reporting significant errors in reaching the target (ie less than 1.5-2mm) and the movement is bad this usually indicates need to re-calibrate the device.
    6. Is the device over/under shooting consistently on one or both axes? This usually indicates mm-per-encoder points calibration (steps per mm) needs to be re-done. It may be that sensor/encoders need to be re-calibrated too.
    7. Is the device moving forward and then back, ie goes beyond target and then tries to come back repeatedly? If yes, this is usually sign that mm-per-encoder (steps per millimetre) needs to be re-calibrated.
    8. If the movement appears to be random this could also indicate the encoder has worn out and  needs servicing.
  8. (Gen 1-3) Device moves and crashes into walls
    1. Check device geometry / envelope as described in the User Manual.
    2. Check your encoder readouts – slide the carriage by hand and look for any sudden changes (spikes) in readouts.
    3. Contact OLT
  9. (Gen 1-3) Device moves but for some edge plate locations it always stops short of target. Other locations work well.
    1. Check device geometry / envelope configuration as described in the User Manual.
    2. Most likely your desired move is beyond allowed envelope so the software stops the move before it’s completed.