Frequently Asked Questions

Do you have a question that is not listed in this section? Please contact our Helpdesk!

General

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When do I get an answer from the Convergence Helpdesk?

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

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How can I contact the Convergence Helpdesk?

The Convergence Helpdesk is available from Monday to Friday from 8:30 – 17:00 (CE(S)T)

E: helpdesk@con-vergence.com
P: +31 (0)53 461 55 57
M:+31 (0)6 8296 6614 (also WhatsApp)

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What specific information does the Convergence Helpdesk need?

In order to provide you with the best Service & Support possible, 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.

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How does the TeamViewer program on my desktop work?

The helpdesk uses Teamviewer software to remotely assist you with your system. Lots of tutorials on this tool are available online

A session will be scheduled whenever remote assistance is necessary. Instructions will be send to you by e-mail. For a smooth session, please make sure that:

  • TeamViewer is installed and updated on the computer.
  • The computer is connected to the system.
  • The computer has internet access.
  • Your TeamViewer ID and password are availble to the helpdesk.

Every session is maximized to 30 minutes per session.

 

Maintenance

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How do I setup a Service Level Agreement for my Convergence Inspector?

Convergence Industry offers Service Level Agreements (SLA). These SLA’s are offered in different levels. Therefore, the service level can be adapted to your needs. Furthermore, Convergence also offers the Convergence Customer Care Card (CCCC). This CCCC allows you to buy service hours in advance. You can use these hours for the life-time of your system.
Are you interested in a SLA or CCCC? Our colleagues from the helpdesk are happy to provide you with more information.

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What does the red light on Bronkhorst Flowmeters indicate?

The Bronkhorst flowmeters are equipped with lights that indicates their status. First, the red light can indicate an error. But it could also indicate communication activity. Whenever the software is running, communication is taking place. Hence, the red light will ligt up. This is normal behaviour.

Errors will be shown in the software under Program Information and Warnings.

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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. 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.

F0uling material Active cleaner Medium Concentration pH Method
Biofouling: algea, bacteria NaOCl (demi)water/basic solution 250-500 ppm pH10 Recirculate affected parts with solution, flush out with neutralizer/(demi)water
Scaling: lime/mineral deposits HCl (demi)water pH2 Recirculate affected parts with solution, flush out with neutralizer/(demi)water
Iron oxides/metallic oxides Citric Acid (demi)water pH4 Recirculate affected parts with solution, let sit for short/medium periods, flush with neutralizer/(demi)water

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.

Replacing O-rings

Some components or connectors rely on rubber or plastic O-rings. Some of them are heavily subjected to wear and tear. Check the (visible) O-rings periodically for wear and tear and replace them when necessary.

Checking and refilling of oil levels

Some of the larger pumps have oil reservoirs to lubricate and cool 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.

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How do I store my Convergence Inspector for longer periods of time?

Storing your Convergence Inspector for longer periods of time is possible. Please make sure that the fluids are mostly out of the system. First, clean the system. Second, 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.

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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 instrument has 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

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When should auto-zeroing for coriolis flowmeters be used?

Fouling, a change of medium or a change in temperature might affect the zero-point. If that is the case, please start the auto-zeroing procedure. This procedure should not be overused and might be of no need.

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

Because of the nature of testing certain DUT’s with fluids containing possible fouling components, it is not unlikely for a blockage to occur. Blockages can often be foung in components with small orifices. If a blockages is ascertained, try the following:

  • Rule out that problems occur due to – for example – membrane resistance, an excess of flow, 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.

Manual

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Where can I find the instruction manual?

An instruction manual will be provided with your system. A copy of the manual is available at the helpdesk.

 

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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.

Software

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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!

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What to do when I receive a verification connect error?

Inc ase of a verification connect error, there are two possibilities:

  • There is no communcation between your computer and the system
    • Solution: please restart both the computer and the system
  • Your license has expired.
    • Solution: send a license request to our helpdesk. Please provide the helpdesk with the serial number and your contact details. First, we would like to receive your PO for the license renewal. After which you will receive an invoice and finally, a new license will by send by e-mail including instructions.

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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:
/OSMO/Users/

Software versions V7 up to V7.x.x.x.:
/Inspector/Users/

Software V7.x.x.x. and up:
/Inspector/Users/

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

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

Please refer to QA-M0003v4 – software and programming manual.

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Can I backup my system files?

The systems creates a folder under User/Documents/ with the name OSMO or under Public/Documents with the name Inspector by default. Every user will have access to this folder with several subfolders:

  • Users: this folder holds config files for registered users
  • Temp: this folder holds temporary files for report generation
  • Config: this folder holds configuration and language files
  • Quick Programs: this folders holds programs that can be select from a quick-selection menu
  • Data: this folder will log data by default
  • Reports: this folder holds generated PDF reports
  • Programs: this folder holds custom built programs

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

It might also be a good idea to back-up the software installation. The appointed folder can be found under:

C:\Program Files (x86)\Convergence Inspector, or C:\Program Files (x86)\OSMO Inspector.

Do you have a question that is not listed in this section? Please contact our Helpdesk!

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