You may have come across a problem with our equipment or have a general enquiry about the business. Select the equipment your query relates to and then the question from the list below.

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Troubleshooting - Biochip

1. Problem

  • 6010 Error code for a sample result – ‘Chip not processed, reference spot not found’
  • 6037 Error code for a sample result – ‘Too many background spots over RLU’
  • 6019 Error Code on Calibration – ‘Unable to Calibrate – fewer than 6 points found’.
  • Unexpected Sample results
  • Analyser Problems

2. Specifics

  • Were the biochips imaged in the correct orientation?
  • Was the conjugate prepared correctly?
  • Was the signal reagent prepared correctly?
  • Was the Evidence Investigator moved to a new location?
  • Have you carried out sufficient washing for the biochips?
  • What sample type are you testing?
  • Have you taken a signal reagent component from another kit?
  • Calibrators
  • Conjugate Preparation
  • Kit Stability
  • False Positive/False Negative
  • Laboratory conditions
  • Concentration of analyte in the sample is too high to be detected?
  • Alarm sound coming from Evidence Investigator
  • Analyser is not starting and displayed message ‘cooling -999’
  • Camera Status Reading at Steady Temperature between -60˚C and –25˚C and not starting
  • Evidence Investigator is displaying ‘VXD NOT LOADED’ when logging in

3. Answer

  • Did you remove biochip carrier wells, from the carrier holder and image them without marking the correct orientation?
  • Please check the ‘Stability and preparation of reagent’ section in the IFU of the array you are running for the correct conjugate reconstitution and dilution instructions. Did you prepare the conjugate in a darkened vial?
  • Please do not mix signal reagent components from different kits. Working strength signal reagent is made by mixing Luminol and Peroxide (provided) at a 1:1 ratio, 15 minutes before use, in a darkened vial. Please see ‘Stability and preparation of reagent’ section of the IFU for further information.
  • The Evidence Investigator, when moved, requires realignment. Please contact support@randoxfood diagnostics.com for further assistance.
  • Instructions for preparing working strength wash buffer can be found in the ‘Stability and preparation of reagent’ section in the IFU of the array. Initially carry out 2 quick wash cycles. Vigorously tap all edges of the handling tray to release any reagents trapped below the biochip, and flick to waste with a sharp action. Carry out a further 4 wash cycles, for each cycle vigorously tap all edges of the handling tray for approximately 10 to 15 seconds then leave the biochips to soak in wash buffer for 2 minutes. After final wash tap onto lint free tissue to remove any residual wash buffer
  • Are you running a particularly difficult sample type, which may need further purification? Please contact support@randoxfood diagnostics.com for further advice.
  • Please do not mix reagents from different arrays or batches of kits.
  • Have the calibrators been reconstituted and stored correctly? Are they expired or have they become unstable? Please check the ‘Stability and preparation of reagent’ section of the IFU, for information on reconstitution, storage and reconstituted stability.
  • Please check the ‘Stability and preparation of reagent’ section in the IFU for the array you are running for the correct conjugate reconstitution and dilution instructions. Did you prepare the conjugate in a darkened vial?
  • Please note: do not use expired kits. Check all materials have been stored in the required storage conditions outlined in the IFU. Ensure the assay procedure and related settings recommended within the specific kit insert have been followed correctly.
  • Have you ran an accepted calibration alongside the samples? Are the controls ran alongside the samples under/over-recovering? Has the sample preparation been completed correctly as per the IFU? Have the samples been confirmed by an accredited external laboratory? Please re-run the queried samples with a fresh calibration and control.
  • Maintain the laboratory temperature between 20 - 25°C. Do not run assays in direct sunlight or near sources of heat. Ensure that reagents are prepared according to instructions and that they are not contaminated with spiking solutions.
  • Further dilute the sample so that it can be read from the existing standard curve
  • Unplug both Investigator power cords. Make sure temperature of the Laboratory is 26˚C or cooler. Make sure the Evidence Investigator is not sitting in direct sunlight, or beside a radiator or heater.
  • Lost USB Connection -If the USB cable is removed from the computer during operation of the Investigator software, the camera temperature is reset to a constant value and will not cool below this. Lost Power Supply -If the Camera is switch off from the computer during operation (that is if only the single power cable is connected from the Investigator) of the Investigator, the cameras temperature is reset to a constant value and will not cool below this.
  • Is the ambient room temperature above 25˚C? Are both power plugs operational? Can you hear the fan operating? Contact support@randoxfood diagnostics.com for further advice.
  • A failure to the power supply of the Investigator camera will simulate a lack of communication between the camera and the computer, giving rise to the VxD System Message. If the Camera USB cable is connected to an inappropriate port, the VxD message will be displayed. Contact support@randoxfood diagnostics.com for further advice.

Troubleshooting - ELISA

1. Problem

  • Poor Precision
  • No Colour Development or Low Absorbance Values
  • Poor Standard Curve
  • Low Sample Absorbance

2. Specifics

  • Pipetting errors?
  • Incomplete washing of plate?
  • Interruption of assay set-up?
  • Omission of one or more reagents?
  • Kit reagents have expired?
  • The wrong volumes of reagents were used?
  • The conjugate was not prepared correctly?
  • Standards were added in the wrong order?
  • If appropriate, standards may not have been correctly prepared?
  • Standards and other reagents were not added to the microtitre plate simultaneously?
  • Inadequate incubation times?
  • The wrong volumes of reagents were used?
  • The reagents were prepared incorrectly or contaminated?
  • The conjugate was not prepared correctly?
  • Substrate solution has deteriorated or become contaminated?

3. Answer

  • Ensure pipettes are calibrated on a regular basis and that operators have been adequately trained in pipetting techniques
  • Ensure that plates are washed according to the IFU and that wash buffer has been correctly prepared
  • Assay set-up should be continuous. Ensure required reagents are prepared before starting set-up of the ELISA
  • Check all reagents have been added
  • Check expiry dates of all reagents. No individual reagent expiry should be less than the overall expiry of the kit
  • Re-run the assay, taking care to use correct volumes
  • Follow instructions on the conjugate dilution sheet. Ensure conjugate is pipette diluted with the conjugate diluent and not sonicated
  • Re-run the assay ensuring the standards are applied to the microtitre plate in the correct order
  • Prepare standards as instructed in the IFU
  • Ensure standards and other reagents are ready to use before starting the assay to avoid disruption in assay set-up
  • Refer to the IFU for the correct incubation times for each step of the ELISA and ensure it is incubated in a dark environment
  • Re-run the assay, taking care to use correct volumes of reagents
  • Ensure that reagents are prepared according to instructions and that they are not contaminated
  • Check instructions on the conjugate dilution sheet. Ensure conjugate is pipette dilutes with the conjugate diluent and not sonicated
  • Make sure the substrate is colourless before adding to the plate

Frequently Asked Questions

How to place an order?

You can place an order at any time by telephone, email or ordering via our website. All contact details including an enquiry form can be found at the Contact page.

What payment methods do you accept?

Randox Food Diagnostics accept all major payment methods including Bank wire transfer, Credit card, Cheque & Paypal, World pay. For any other methods, please get in touch via the Contact page.

The product I want is not listed on your site.

If any product is not contained on our site, please get in contact and one of the team will be happy to help you source an alternative from our extensive product list.

Can I request literature on one of your products?

All of the most recent literature can be downloaded (.PDF) on via the brochures page, if there is specific information you would like get in touch via the Contact page.

Is it possible to have a demonstration of your Biochip Technology?

Yes. Randox Food Diagnostics provide demonstrations of the Biochip Technology on request. If you are interested in a demonstration, get in touch via the Contact page.

Are Randox Food Diagnostics exhibiting at a show near me?

Randox Food Diagnostics regularly exhibit worldwide and could be at a show near you soon. Please visit the events page for a full list of up and coming exhibits.

Can I purchase Wine/Drug Residue kits directly from your site?

Yes. The website has a secure online ordering system for wine kits and drug residue ELISA tests that supports all major payment methods.

Do you provide testing for antimicrobials in honey?

Yes. Randox Food Diagnostics are a market leader in the supply of antimicrobial testing for honey and offer an extensive list, found here on the Honey page.

What type of wine analysis kits do you provide?

There are 11 kits available for wine analysis; these include Malic Acid, Acetic Acid and Glucose/Fructose test kits. For a full list, including prices please visit the Wine page.

What type of instruments do you provide for wine analysis?

Randox Food Diagnostics supply two types of instrumentation for wine analysis, the RX Monza & the RX Monaco. For full specification, visit our instrumentation page.

Do you provide drug residue screening for the Meat and Seafood industry?

Yes. Randox Food Diagnostics supply a comprehensive list of drug residue and antimicrobial screening for a variety of tissue types. For a full list, please visit the Meat and Seafood page.

Do you provide drug residue screening for the Milk industry?

Yes. Randox Food Diagnostics supply a wide list of drug residue screening for the milk industry. For a full list, please visit the Milk.