General Information
Common issues encountered, their possible causes and solutions are reported in the Paragraphs of the Troubleshooting Chapter. For further assistance, please Contact Exaddon Support.
Note
If the issue concerns the printing procedure please consult Printing and the Logs paragraphs to be aware of the basic troubleshooting steps.
If the issue concerns errors, error messages or crashes within the CAPA software please consult the CAPA Software Start-up and the Logs paragraph.
Iontips warranty request
If you experienced problems with one or more Iontips, you can apply for a replacement. In case you experienced issues with one of our probes, and to asses if your issue is covered by our probe warranty, please report the issue including the following information:
- A screenshot, video or any other proof illustrating the issue
- The probe replacement request form compiled with all the necessary information
Please send this information to Exaddon support. Possible reasons for a replacement are:
- the Iontip(s) visibly leak(s)
- the Iontip(s) cannot be filled
- the Iontip adapter(s) do/does not fit tightly or is/are broken
- no or poor laser signal
The iontips go through a thorough quality check. However, errors and oversights can still happen. Please consider the option that the issue you are encountering is not the tip itself but an improper workflow, uncareful manipulation, dirt and residues on contacting components (Head, printing chamber solution, liquid in the well, dirt on the substrate, etc…). In any of these scenarios the warranty is not applicable. Please consider contacting the customer support in case the troubleshooting paragraphs don’t apply satisfactorily to your scenario.
Note
Please do not send the Iontips back unless specifically required by Exaddon.