Wholesale Scientific Equipment Suppliers Log in 
Product Search:

Frequently Asked Questions

What do I do if my product won't work as it should?

DO NOT SEND THE PRODUCT TO US UNTIL YOU HAVE RECEIVED ADVICE FROM OUR SUPPORT TEAM AND YOU ARE ISSUED WITH A RETURN AUTHORISATION NUMBER .

Unauthorised returns will automatically incur a service fee upwards of $120 + GST and freight, regardless of the simplicity of the problem.

In our experience most problems can be solved by following emailed advice from our Support Team.

What you should do:
1. Check the information for the product on our website.
2. Check the battery if applicable.  
3. Carefully read the product manual if available and follow any troubleshooting tips suggested.  
4. Read through and attempt the suggested solutions from the relevant Frequently Asked Questions (FAQs) below.  
5. If there is still a problem, describe it thoroughly in an email to  Support and include all the steps you've taken to troubleshoot.
6. If Support decides the product needs to be returned to us, you will be emailed a Return Authorisation Form to send in with the product.

LabQuest original

Updating

How do I update my LabQuest original?

My LabQuest original has stuck on the logo screen during an update

Battery

How do I check my LabQuest original battery?

My battery in my LabQuest original is showing a red icon and is not charging

Boot up

My LabQuest original blue power button LED ring stays on but the screen is black

Calibration

My LabQuest original screen is unresponsive or acts like I am tapping on the wrong spot

LabQuest2

Updating

 My LabQuest2 has frozen on a white screen during an update

Battery

How do I check my LabQuest2 battery?

My battery in my LabQuest2 is showing a red icon and is not charging

Boot up

My LabQuest2 screen flashes white then goes blank when I turn it on

Calibration

My LabQuest 2 screen is unresponsive or acts like I am tapping on the wrong spot

Sensors

My sensor won’t Auto ID

Optical Dissolved Oxygen probe

My ODO is not giving expected readings

pH sensor

My pH sensor is not reading correctly

My pH sensor has mould in the storage solution

Logger Pro – Logger Lite

How do I use data sharing with Logger Pro to an iPad and Chromebook?

My LabQuest won't connect to Logger Pro or Logger Lite