Skip to main content

FAQ / Troubleshooting

Q1: The device won't power on. What should I do?​

Please check in the following order:

  1. Confirm the power adapter and power cable are properly connected
  2. Confirm the power outlet is functioning
  3. Use only the included or officially specified power adapter and cable
  4. Disconnect and reconnect power, then wait for the device to start up

If the device still won't power on, please contact after-sales support.

Q2: The device has been on for a long time but hasn't reached the home screen. What should I do?​

The device needs some time to start up — please wait patiently. If the home screen still does not appear after an extended wait, try the following:

  1. Disconnect power and restart the device
  2. Check that the power supply is stable
  3. If an update was recently performed, wait for the update process to complete

If the issue persists after multiple restarts, please contact after-sales support.

Q3: The Pette Mini is not being recognized after placement. What should I do?​

Please check the following:

  1. Whether the magnetic connector has been properly attached to the Pette Mini
  2. Whether the Pette Mini has been correctly placed in the corresponding slot
  3. Whether there is any misalignment or insufficient contact
  4. Whether dust, liquid, or foreign objects are interfering with the connection

Remove the device and reinsert it, adjusting the position as needed. If the issue persists, try a different slot.

Q4: The Pette Mini is placed in the slot but recharging has not started. What should I do?​

Possible causes include improper placement, connection error, or poor contact. Try the following:

  1. Confirm the magnetic connector is properly installed
  2. Confirm the Pette Mini is fully seated in the slot
  3. Remove and reinsert the device
  4. Check that the slot and connector are clean and free of obstructions

If recharging still does not start after multiple attempts, please contact after-sales support.

Q5: Why does a device still appear online after being removed from the Smart Chamber?​

After a Pette Mini is removed from the Smart Chamber, it may remain connected to the network if network conditions allow. Its online status is affected by:

  • Current network environment
  • Device status
  • System connection behavior

Behavior may vary across different environments.

Q6: Cannot connect to Wi-Fi. What should I do?​

Please check the following:

  1. Whether Wi-Fi is enabled
  2. Whether the wireless router is functioning normally
  3. Whether the Wi-Fi name and password are correct
  4. Whether the network signal is stable
  5. Whether the device is within network coverage range

Try moving the device to a location with a stronger signal. If the issue persists, try restarting the router or re-entering the network configuration page.

Q7: Wired network is not working. What should I do?​

Please check the following:

  1. Whether you are using a USB dock equipped with an R8152 Ethernet chip
  2. Whether the Ethernet cable is securely connected
  3. Whether the router or switch is functioning normally
  4. Whether the USB dock is properly connected to the device's USB-C port

Try unplugging and reinserting the USB dock and Ethernet cable. Either USB-C port can be used.

Note: The wired network function is only compatible with USB docks equipped with the R8152 Ethernet chip. Docks using other chip types may not be recognized. Please verify the chip model when purchasing a dock.

Q8: USB flash drive is not recognized. What should I do?​

Please check the following:

  1. Whether the USB flash drive is formatted as FAT32 or exFAT
  2. Whether the USB flash drive is properly inserted into the USB-C port
  3. Whether a compatible adapter or storage device is being used
  4. Whether the USB flash drive works on other devices

Try unplugging and reinserting the USB flash drive, then re-enter the export page. If the device still does not recognize it, try a different USB flash drive.

Q9: USB flash drive export failed. What should I do?​

Please check the following:

  1. Whether the USB flash drive has been recognized by the device
  2. Whether the correct drive has been selected
  3. Whether there is sufficient free space on the USB flash drive
  4. Whether the export was interrupted or the drive was removed prematurely

Wait for the device to display an export success message before removing the USB flash drive.

Q10: The Web Export address cannot be accessed. What should I do?​

Please check the following in order:

  1. Whether the computer and device are on the same local network / same Wi-Fi
  2. Whether the current network connection is working
  3. Whether the access address was entered correctly
  4. Whether the device is still on the Web Export page
  5. Whether a modern browser is being used (e.g., Chrome, Edge, Safari)

If all of the above are confirmed and the address still cannot be accessed, re-enter the export page to obtain the address again.

Q11: What data is included in exported files?​

The following data is currently supported for export:

  • Pipetting logs
  • Calibration logs

Actual export content depends on the current software version and what is shown in the interface.

Q12: System update failed or cannot be initiated. What should I do?​

Please check the following:

  1. Whether the device power supply is stable
  2. Whether the device remained operational throughout the update
  3. Confirm the network connection is working properly

Do not disconnect power, remove the device, or interrupt the process during an update. If the update fails, rollback is supported — re-enter the system update page and try again. If the issue persists after multiple attempts, please contact after-sales support.

Q13: Can the Pette Mini be removed during an update?​

Not recommended. Keep the pipettes in their slots and ensure the device remains powered throughout the update. Removing the device or disconnecting power mid-update may cause the update to fail or result in device errors.

Q14: Status indicator light is flashing abnormally. What should I do?​

If the status light is flashing abnormally, first check the screen for any notification or error message. Follow these steps:

  1. Check whether an update or export is currently in progress
  2. Check that the power supply is stable
  3. Check that the network connection is working properly
  4. If no operation is in progress, try restarting the device

If the issue persists after restarting, please contact after-sales support.

Q15: Environmental data is not being uploaded to the cloud. What should I do?​

Cloud upload of environmental data requires a network connection. Please check:

  1. Whether the device has successfully connected to a network
  2. Whether the current network connection is stable
  3. Whether the device is in a network-accessible environment

Q16: Can environmental monitoring data be used as a compliance record for the laboratory?​

Environmental monitoring data is intended for reference and display purposes. If your laboratory has strict regulatory requirements for environmental records, please rely on professionally calibrated and certified environmental monitoring equipment.

Q17: Does a calibration reminder mean the calibration is complete?​

No. A calibration reminder is only a prompt to remind users to attend to their maintenance schedule. It does not indicate that calibration has been completed, nor does it constitute a calibration certificate. Calibration must be performed on the Pette Mini itself.

Q18: How should the device surface be cleaned and disinfected?​

We recommend cleaning the device while it is powered off. The device enclosure supports:

  • Dry soft cloth wipe-down
  • Alcohol wipe-down
  • UV sterilization

When cleaning or disinfecting, please note:

  • Do not spray liquid directly onto the device
  • Avoid liquid entering ports or the interior of the device
  • Allow the surface to dry completely before reconnecting power