Technical Support

At Palintest, we pride ourselves on the level of support that we offer to our customers.

We recognise that on occasion you may need our support to get the best from your Palintest equipment. Our website is full of useful information about testing with Palintest instrument.

For product downloads including instruction manuals and the latest software downloads, please visit our downloads page. For instructions relating to your specific reagent or sensor, these can be downloaded from our reagents and sensors list.

Within Frequently Asked Questions you can find short form answers for our top queries. Alternatively, you can search our library of information, filtering by your product and application to help find the information most useful to you. Content within the hub content includes instrument maintenance guides, support information and general news.

If you cannot find the information you are looking for and/or if you would like to speak to a member of our team, please fill in the contact form at the bottom of the page. Please provide as much information about possible about your query as this helps our team to deal with your request much more quickly.

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Frequently Asked Questions

Do I need to update my Kemio?

Palintest regularly releases updates to Kemio software to add new test methods and improve your user experience. Usually, software updates are optional, as they provide added benefits but do not affect test results. Some updates are mandatory and you can hear about these updates by registering your product here. In these cases, tests using new batches of sensors cannot be performed until the upgrade is performed.

How do I know if my Kemio software is the latest version?

Check your Kemio software version on your instrument by pressing Configuration > Settings > Details.

When scanning the QR code on your Kemio sensor box, Kemio checks to see if a new software version is available. If so, it will pop up a message asking you to download and install the latest software from the website.

The latest Kemio software can be found on the downloads tab of the Kemio product page here. We recommend that you check for updates every 3 months.

What are check standards?

Check standards are used to determine if an instrument is still within calibration.

Photometers work by sending light through the sample, check standards for these instruments are usually either Coloured Solutions or Neutral Density Filters (NDF). Both types have known and certified transmittance or absorbance values so they should give these values when read in a photometer. To make the checking process even simpler some instruments will convert these to a parameter such as chlorine and give the value mg/L. The ‘target’ value is on the certificate supplied with the set of Check Standards.

Kemio and sensor instrument check standards verify that the instrument correctly measures electric signals. As with electrochemical sensors in samples, the instrument applies a voltage to the check standard and measures the resulting current. Check standards include verified resistors, which produce a consistent electric current. Kemio validates the measured current internally. Sensor instruments display the corresponding concentration value, which is compared manually to target values on the certificate supplied with the set of check standards. Check standard kits come with four standards to test across the measurement range.

Can I recalibrate my photometer using check standards?

Check standards allow you to confirm that your instrument is reading results correctly.

The recalibration process is a highly technical process which is carefully controlled. To recalibrate your instrument, it must be returned to Palintest. Contact your Palintest representative for more information.

What should I do if I get an unexpected result?

Palintest has a dedicated technical support team who is happy to assist you with any queries. To help speed up our response and to ensure we can deal with your query as quickly as possible, please provide as much information as you can (e.g. instrument serial number, some background information to your application). To contact them, please fill in the form on this page.

To help equip you with more information to get the best out of your instrument, our team has also created a library of information which can be found in our content hub. This includes a list of best practice tips to help ensure you are performing the test correctly, to view these tips please click here. 

 

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