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What should I do if I get repeated messages about rerunning a sample
because it is complex or has lipid interference?
This message is generated when a significant number of images are either complex or have lipid
interference (which can affect the focus of the images). In most cases, diluting the sample will
resolve the issue. If you’re getting this alert repeatedly even after diluting the sample, it may be
because the analyzer requires cleaning. Clean the analyzer using the steps provided on page 20. If
the problem persists, please contact IDEXX Technical Support.
What if I need to make adjustments to my inventory of cartridges, pipette
tips, or QC fluid (e.g., due to loss, damage, or troubleshooting)?
Contact IDEXX Technical Support to make inventory adjustments.
What should I do if I receive multiple pusher arm errors?
This is generally due to a dirty cartridge path. Remove any jammed cartridges and clean according
to the monthly cleaning instructions.
QC FAQs
What should I do if my QC results are out of range?
If your quality control results are out of range:
• Verify the QC materials are in-date.
• Confirm that you’ve been storing the QC materials correctly.
• Review the images to ensure they are in focus.
If the problem persists, remix the QC materials and run them again. If that still does not resolve the
problem, contact IDEXX Technical Support for assistance.
What should I do if I’ve accidentally frozen my QC?
Discard the QC material and call IDEXX to order more.
What should I do if my QC looks contaminated?
Contaminated QC material will appear cloudy and may have solid material that does not dissolve
when mixed. Discard the QC material and call IDEXX to order more.
What happens if I’ve accidentally left my QC out of the refrigerator?
The SediVue QC material is good for 30 days at room temperature. If the material looks clear, place
it back in the refrigerator. If contaminated, discard the QC material and call IDEXX to order more.
Pay per Run and Auto Replenishment FAQs
How does Pay per Run work?
The first run for each patient that provides results and/or images will be invoiced at the end of
the month, after you’ve already billed clients for the service. This way, you can eliminate up-front
inventory costs and minimize the risks of inventory management.
How does Auto Replenishment work?
For North America only—Your monthly usage is monitored through your SmartService Solutions
connection, so you’ll receive supplies when your inventory runs low.
Frequently asked questions
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