FAQ

General
  • How does the TeamViewer program on my desktop work?

    TeamViewer is a software tool that the Convergence Helpdesk uses to remotely control and/or inspect your Convergence Inspector.

    There are a lot of Teamviewer tutorials available online. It is important that the computer is connected to the Convergence Inspector. Secondly, it is important that your computer has internet access, preferable via LAN. If that is not possible, a fast WiFi connection is perfectly acceptable.

    When remote acces is necessary, the Convergence Helpdesk will setup a TeamViewer session. Instructions will be send to you by e-mail. The Convergence Helpdesk maximizes TeamViewer sessions to 30 minutes per session.

    In order for the Convergence Helpdesk to setup a TeamViewer session, your TeamViewer ID and Password are requiered.

  • What specific information does the Convergence Helpdesk need?

    To offer you with the best Service & Support, we will need the following information:

    1. Contact details
    2. Serial number
    3. Detailed problem description:
      • Is it a software or hardware problem?
      • In case of software, please explain your problem in detail.
      • In case of hardware, which specific part is affected (e.g., strange sounds, leakage)?
    4. If possible, please send us screenshots, pictures or video’s of the problem/parts.
    5. If the question is program related, please include the program.
  • How can I contact the Convergence Helpdesk?

    The Convergence Helpdesk is available from Monday to Friday from 8:30 – 17:00 (CE(S)T) via helpdesk@con-vergence.com or via +31 (0)6 8296 6614 or via +31 (0)53 461 55 57.

  • When do I get an answer from the Convergence Helpdesk?

    Our Service & Support team aims to answer your question within one working day.

Maintenance
  • How can I remove a blockage from one of the components?

    Because of the nature of testing certain DUT’s with fluids or suspensions containing possible fouling components, it is not unlikely for a blockage to occur in one of the components. If that happens, it is usually in components with small orifices, like flowmeters or pressure controllers. In this case, try the following steps:

    • Try to ascertain if there indeed is a blockage. It could also be related to other factors like resistance of a membrane or a membrane module, or an excess of flow causing a large pressure drop etc.
    • Try to ascertain where the blockage is located
    • Try to flow a cleaning agent or a deflocculant through the system
    • If no flow is possible, try a flow reversal over the affected area, or apply air pressure on the other side. In these cases, refer to the manual for the maximum system pressure, and do not exceed that value.
  • When should auto-zeroing for coriolis flowmeters be used?

    The automatic zero procedure should not be overused, usually it is not necessary to perform the zero procedure at all. However, a change in conditions like fouling, a change of medium, or change in temperature will change the zero-point of the flowmeter. When a clear deviation from zero in either the positive or negative can be seen, you may perform an auto-zeroing procedure.

  • What is auto-zeroing for coriolis flowmeters?

    Flowmeters that rely on the coriolis measurement principle have what is called a zero stability error. When there is no flow, ideally, the meter should display around zero flow. The zero point can start to deviate over time when fouling has occurred. In that case the zero procedure must be carried out. The auto-zero procedure determines the resonance frequency of the measuring tube in the flowmeter and it will set the flow back to zero again.

    The auto-zero procedure must be performed under the correct circumstances and must not be overused.

    Aim for these conditions when auto-zeroing:

    • Make sure the flowmeter is completely filled with the medium intended to be measured
    • Make sure the flowmeter has been powered on for at least 30 minutes, so the meter warmed up to operating temperature
    • Ensure that there is, and will be, no flow during the procedure
    • Ensure that there are no vibrations during the procedure
  • How do I store my Convergence Inspector for longer periods of time?

    If you are storing your Convergence Inspector for longer periods of time, it is required to make sure that the fluids are mostly out of the system. A way to do so is to first clean the system, then flush it with clean water and finally empty out the fluids from the system. In most cases, the pumps can empty out most fluid on their own when not connecting the input tubing with fluid. But if this is not deemed sufficient, pressurized air could be used to clean out the remains.

  • What user maintenance is advised for my Convergence Inspector?

    Flushing/cleaning
    Depending on fluids/gases or particles used during the experiments, the Convergence Inspector may be subjected to fouling. In order to properly clean the fouling, the user can perform occasional flushes or cleaning cycles to negate the fouling effects. Below you will find a table of cleaning methods.

    Fauling materialActive cleanerMediumConcentrationpHMethod
    Biofouling: algea, bacteriaNaOCl(demi)water/basic solution250-500 ppmpH10Recirculate affected parts with solution, flush out with neutralizer/(demi)water
    Scaling: lime/mineral depositsHCl(demi)waterpH2Recirculate affected parts with solution, flush out with neutralizer/(demi)water
    Iron oxides/metallic oxidesCitric Acid(demi)waterpH4Recirculate affected parts with solution, let sit for short/medium periods, flush with neutralizer/(demi)water

    For cleaning, a small batch of cleaning solution can be prepared and then recirculated throughout the system. Check the flowsheet, open all necessary valves and let the pump(s) run on a gentle speed. Make sure the outlet returns in the cleaning solution and let the system run for as long as necessary. When finished, flush out the cleaned areas to remove the cleaning solution again using the same method.

    Replacing O-rings
    Some components or connectors in the Convergence Inspector rely on rubber or plastic O-rings. Some of these, namely those in a membrane slide system for quick replacements, are heavily subjected to wear and tear. Check these (visible) O-rings periodically for wear and tear and replace them when necessary.

    Checking and refilling of oil levels
    Some of the larger pumps in the Convergence Inspectors have oil reservoirs to lubricate and cool the moving parts. It is essential for these to have a sufficient oil level in the reservoir. Usually, these have a cap where the oil can be filled and the oil level can be checked. For more information about the type of oil or instructions, please contact the Convergence Helpdesk or refer to the pump manual.

Manual
  • Where can I find the software manual of my Convergence Inspector?

    The latest version of the software manual is included on the PC delivered with the Convergence Inspector. It can be accessed by clicking the ‘User Manual’ button in the software or it can be found in C:\Program Files (x86)\Convergence Inspector\Config.

    A hardcopy of the software manual is included with the delivery of the Convergence Inspector system. On request, the manual is available at the Convergence Helpdesk.

  • Where can I find the instruction manual of my Convergence Inspector?

    A hardcopy of the instruction manual is included with the delivery of the Convergence Inspector. On request, the manual is available at the Convergence Helpdesk.

Software
  • Can I backup my system files?

    By default the Convergence Inspector creates a folder under User/Documents/ with the name “OSMO” or under Public/Documents with the name “Inspector”. Every user will have this folder with several subfolders:

    • Users: this folder holds config files for registered users of the Convergence Inspector;
    • Temp: this folder holds temporary files for report generation;
    • Config: this folder holds configuration and language files;
    • Quick Programs: this folders allows to save programs that can be select from a quick-selection menu in the Convergence Inspector software;
    • Data: this folder will log data by default. Data will appear as tab-seperated .CSV filtes;
    • Reports: this is the default folder for PDF reports that are generated;
    • Programs: this is the default folder for custom built programs.

    The user can also select his own default folder location for data, reports, programs and quick-programs in the software settings.

  • How do I write a program file for my Convergence Inspector?

    For an excessive explanation how to write programs and how to use the program builder, please refer to QA-M-003v4 –  software and programming manual. The manual is provided with the Convergence Inspector. On request, the manual is available at the Convergence Helpdesk.

  • I forgot my password, help!

    When you use the Convergence Inspector for the first time, the password is osmo. If this password was changed by you or your colleagues, there is nothing much we can do.

    The guest user is always used for first time use and will have administrator right. It has no password.

    In case a password for a specific user account got lost, it can be accesed by making a copy of the user account folder. Rename that folder to a new username and make a new username with the same name as the folder and a new password. Now you should be able to log in again!

  • Where is the license file for my Convergence Inspector installed?

    The location of you license.lic file depends on the software version. You can find you license file in the next directories in your computer:

    Software versions V6 and below:
    <User documents>/OSMO/Users/<User>

    Software versions V7 up to V7.x.x.x.:
    <User documents>/Inspector/Users/<User>

    Software V7.x.x.x. and up:
    <Public documents>/Inspector/Users/<User>

    Once you received a new license, you need to overwrite the old license in the corresponding directory.

  • What to do when I receive a verification connect error?

    When you receive a verification connect error, there are two possibilities:

    1. There is no communcation between your computer and the Convergence Inspector.
    2. Your license has expired.

    If there is no communication between your computer and the Convergence Inspector, please restart both the computer and the Convergence Inspector.

    In case your licens has expired, please send a license request to helpdesk@con-vergence.com. Provide the Convergence Helpdesk with the serial number and your contact details. The serial number is very important, without we cannot send you a new license. Every Convergence Inspector has a unique hardware ID and license code.

    After sending your license request, you will receive an invoice for your new Software & Support license. Convergence offers a yearly, 3-year, 5-year or infinite license. Once Convergence received your PO, a new license will be send by e-mail including instructions.

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