Nothing is working and I don’t know what to do!

How to proceed if a problem should arise:

firstly, check on the website if there is a more recent version of the software. It is possible that a problem has already been solved in a previous version. No tickets will be open on old versions of the software.
secondly, check among the FAQ if there is already the resolution to the problem you are reporting.
if there is no FAQ related to your report, send a report to Tecnosoft providing the following information:

Serial number of the data logger:
Name of the software used:
Version of the software used:
Detailed description of the problem possibly with screenshots related to the problem (if it occurs on the software):
Step by step description to replicate the problem:

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Tecnosoft
- What are Tecnosoft certifications?
- Where can I find the ISO certificate of Tecnosoft?
Monitoring Solutions
- What a data logger is?
- How does a data logger / system based on data logger work?
- What does continuous monitoring mean?
- What does process monitoring mean?
- What a mission is?
- How to start / download data?
- Do the data loggers have an on / off button?
- What response time is?
Technical Assistance
- What is the technical and service support and who will take care of it?
Tecnosoft service and support website
- How can I register?
- What the Client Code is?
- How do I download a certificate?
- Where can I find the serial number of my logger?
- I can't find my certificate
- I need the primary instrument certificate
- What is the Dashboard?
- Do I have to search for my certificates each time?
- I forgot the password
Generic Technical
- At what temperature / humidity / pressure can I use my logger?
- Can I use my logger in the X environment (X = particular environment, generally different from those in which the device is typically used)?
- Can I use my logger under water / other liquid?
- Does the sensor measure on the tip of the probe or on the whole length (for logger with probe)?
- Where is the temperature measured (for loggers without tip / probe: SterilDisk)?
- Where is the temperature measured (for loggers without tip / probe: TempStick)?
- Which is the response time (T90) of the sensor?
- What Response Time Is
Software Generic
- Where can I find the software to download for my device?
- Message “PC protected by Windows” when launching TecnoUtility
- Software is downloaded but installation does not complete
- Installation does not start
- Software is already installed but TecnoUtility does not recognize it
- The software requires me to register
- Software is installed but I need a code to run it
- I cannot send the email/don’t receive the email
- Does registering a software have a fee?
- On how many PCs can I install the software?
- I have registered the software but it requires a key that I don’t have
- Is it necessary to update the software?
- I purchased a new logger, why do I need to update the software?
- Where is the manual of the software?
- Which software allows the calculation of lethality / F0?
- How can I set F0?
- What formula do you use for F0?
Lead Time and Shipments
- Where should I send the devices under maintenance?
- When will I receive the logger under maintenance back here?
- When are you going to ship my order?
- What are the lead times for maintenance?
- How soon do I have to send / bring the instrument to have it on time?
- Do you collect and return the loggers, or do we need / can use our courier?
- Can I come at Tecnosoft to collect my devices?
Generic Troubleshooting
- Nothing is working and I don’t know what to do!
- Device is not connecting / the software does not see my logger
Certificates
- I lost my logger's calibration certificate!
- What type of certificate is provided with the data loggers?
- Are all logger provided with a certificate?
- How can I obtain a certificate?
- If I request a calibration, do I also receive a certificate?
- Where can I find calibration certificates for loggers?
- What ISO / Accredia traceable certificate mean?
- Can I have a LAT (primary) certificate?
- What does it mean that the loggers are recalibrated?
- Can I get the certificate on desired points?
- On how many points is the calibration done / the logger checked?
- How often should I recalibrate the logger?
- Where can I find the reference instrument certificate?
- Where should I ship the devices? To whom should I address them?
- Is it also verified when I send a logger for calibration?
Calibration / Readings errors
- What does it mean that accuracy is valid in the calibration range?
- The logger / sensor has an operating temperature range but the accuracy is valid in another range: why?
- Logger’s measuring not correctly
- The logger measures a different value from that indicated by the display of the cell / thermometer / other logger / other
- Loggers are not reading the same values
- I tried the loggers together and they are sensing different values
- Can I recalibrate the loggers by myself?
- The sensor and / or the circuit have been replaced on my logger: is recalibration mandatory?
- The battery has been replaced on my logger: is recalibration mandatory?
- How should I perform recalibration correctly?
- How and who will carry out the annual calibration and what is the cost of it?
Pressure Monitoring
- Does PressureDisk measures relative pressure?
- What do relative pressure and absolute pressure mean?
- Pressure data recorded by PressureDisk are different from the ones of my autoclave!
- Why does a hot data logger read a pressure different from one at room temperature?
- Is it normal for two loggers at different temperatures to read two different pressures?
High Temperature Data Loggers
- Logger does not connect
- What are the spare parts and recurring costs?
- The sensor / circuit (or both) has been replaced on my logger. Why do I need to recalibrate the logger?
- S-MicroW and PressureDisk models are suitable for Thermal Validation of Autoclave?
- What is the recurring cost of batteries and lead time for delivery)
- In case of damage, can the loggers be repaired? Who will carry out and where will the service be done? What is the lead time?
PressureDisk Data Logger
- PressureDisk does not connect
- Can I put the PressureDisk in direct contact with the product (sauce, oil, preserves etc.)?
- What are the standard calibration points of the PressureDisk?
Pirani Vacuum Logger Data Logger
- Why does the Pirani Vacuum Logger have this name?
Radio Systems
- Radio, wireless or WiFi?
SPD software
- It doesn't connect
- Where data are saved?
- How do I open old missions?
- How do I calculate F0?
- Why the writing F0 is not printed when generating the report?
- What do the parameters for calculating lethality mean?
- I did not set the correct F0 / lethality profile before starting the logger: do I have to redo the test?
- What does it mean that there is a synchronization error?
TS Manager Software
- The logger does not connect
- What if I forget the password?
- USB protection key error message
- I am banned but I must log in urgently
- It gives me an error connecting to the database
- How to configure the TS Manager database (stand alone version)
- Can I delete a Mission?
- Can I create a Group with a Single Mission?
- Can I add to a Group Missions from different device models?
- How many Missions can I group together?
- Can I create a Group with temperature, pressure and humidity?
- Can I create a Group with two pressure curves?
- What is MKT?
- What is Lethality?
- What is the Vacuum Leak test?
- What is Overkilling?
- What does it mean the data are encrypted?
- I need to generate a backup but I don’t have the Administrator rights
- When I try to generate a new database a rights error occurs
HumiPressureDisk Software
- It does not connect
USB Drivers
- How can I install the drivers or check that they are installed correctly?
- I have Windows 10 but it is not listed among the available operating systems
- How do I know which operating system I have?
- How do I open Device Manager?
Batteries
- Are the batteries of the data loggers rechargeable?
- How should the S-Micro (or P-Micro) battery be inserted?
- How long does the battery last?
- When should I change the batteries?
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Nothing is working and I don’t know what to do!

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