> For the complete documentation index, see [llms.txt](https://help.sbtinstruments.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.sbtinstruments.com/troubleshooting/readme.md).

# Troubleshooting

<p align="center"><button type="button" class="button primary" data-action="ask" data-icon="comment-question">Ask a question…</button></p>

***

## Let's narrow it down

Let's pinpoint the problem before we fix it. Follow our three-step procedure to narrow it down:

<img src="/files/LgbvdDK92fzQhj7PsJme" alt="Follow the three steps: (1) Flip the rocker switch to On, (2) QC test your BactoBox® setup, and (3) Measure on your own sample." class="gitbook-drawing">

Then, go through the table and find the description that best matches your issue. Follow the relevant link to a detailed troubleshooting guide.

<table><thead><tr><th width="149" data-type="content-ref">Power on fails</th><th data-type="content-ref">Power on works, but…</th><th width="174" data-type="content-ref">QC test fails</th><th width="220" data-type="content-ref">QC test passes, but…</th></tr></thead><tbody><tr><td><a href="/pages/1wuLyABFw7bdfImfJ9zW">/pages/1wuLyABFw7bdfImfJ9zW</a></td><td><a href="/pages/9JOOeMocZLScr5NFeFs0">/pages/9JOOeMocZLScr5NFeFs0</a></td><td><a href="/pages/i65vn12TB66XRouUAMRY">/pages/i65vn12TB66XRouUAMRY</a></td><td><a href="/pages/9JhfNrzLwDXJOlLiCSCK">/pages/9JhfNrzLwDXJOlLiCSCK</a></td></tr><tr><td></td><td><a href="/pages/Q9hSdg9OOmDiOKy1rR4J">/pages/Q9hSdg9OOmDiOKy1rR4J</a></td><td><a href="/pages/3JhFE3XwfNdP8RTU3UNv">/pages/3JhFE3XwfNdP8RTU3UNv</a></td><td><a href="/pages/TXH95dXVGKFroSnQY7VX">/pages/TXH95dXVGKFroSnQY7VX</a></td></tr><tr><td></td><td><a href="/pages/rwFaWOx75WOLfBos1Kgq">/pages/rwFaWOx75WOLfBos1Kgq</a></td><td></td><td><a href="/pages/Q2SHclUoXiYWss3PgPhY">/pages/Q2SHclUoXiYWss3PgPhY</a></td></tr><tr><td></td><td><a href="/pages/F8agIQU6tO8lqG8OfXhj">/pages/F8agIQU6tO8lqG8OfXhj</a></td><td></td><td><a href="/pages/2zRe1Ack3ukpQCBudOwj">/pages/2zRe1Ack3ukpQCBudOwj</a></td></tr><tr><td></td><td><a href="/pages/TglT08NjdIu52tO9iPPm">/pages/TglT08NjdIu52tO9iPPm</a></td><td></td><td></td></tr><tr><td></td><td><a href="/pages/z9XIcBTIDRMUrVa2Pxue">/pages/z9XIcBTIDRMUrVa2Pxue</a></td><td></td><td></td></tr><tr><td></td><td><a href="/pages/fjA3myKzQEA2oQyvBihE">/pages/fjA3myKzQEA2oQyvBihE</a></td><td></td><td></td></tr></tbody></table>

## Contact our support team

<table data-card-size="large" data-view="cards"><thead><tr><th></th><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td><strong>💻 Create a support case</strong></td><td>This automatically sends us a <a href="/spaces/eYTtd7c0A325muFr5lMW/pages/ATfHBRoZQmRg0QvbUCfM">device data bundle</a> from your BactoBox®.</td><td><a href="/pages/er1nublN79dNDdw51iTT">/pages/er1nublN79dNDdw51iTT</a></td></tr><tr><td><strong>✉️ Send us an e-mail</strong></td><td>Send an e-mail to our <a href="mailto:customersupport@sbtinstruments.com">support team</a>. Include a <a href="/pages/77drA9XyZNkobxZ0yDcC">device data bundle</a> with your email.</td><td><a href="mailto:customersupport@sbtinstruments.com">mailto:customersupport@sbtinstruments.com</a></td></tr></tbody></table>


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