Troubleshooting and Solutions

1. Reading chamber need to be cleaned if it is contaminated and the lens protecting the reading sensor is cloudy/blocked. Click here for more info.
2. The read chamber plug at the bottom of the EnSURE Touch is not screwed all the way in.
3. Remove any additional labels with the original product.
4. Selected wrong calibration device when running positive calibration test.
5. When activating the CalCheck, if the light turns red or remains dark, replace the battery in the CalCheck. CalCheck use specific kind of batteries “Panasonic”. Click here for more info.
6. If hearing a rattle sound when shaking the instrument and/or EnSURE Touch will Only Read 0-RLUs with CalCheck, the instrument will need to be repaired. Please contact us for repair

If you still need help, please contact Hygiena Technical Support:

• Phone:  1-888-HYGIENA (1-888-494-4362, option 2)
• Email:  techsupport@hygiena.com
• Submit a Support Ticket or click here.
• Schedule a Microsoft Teams meeting with support or click here.

Registration

1. Log in to SureTrend Cloud.
2. Click here to open to the registration page.
3. Enter a name your EnSURE Touch (optional).
   Note: The name can be used to differentiate it from other instruments on the account.
4. Select a site to register the EnSURE Touch if you have multiple sites.
5. Click Next.
6. On your EnSURE Touch, you will be prompted to register during the step up.  Enter the Username and Code as it appears in SureTrend Cloud.
   Note:  If you have completed the step process without registering, you can open the Sync app to enter a username and code.
7. Once you have successfully Registered your Instrument your registration token in SureTrend Cloud will change from Pending to Successful, then select Done.

Contact Hygiena Technical Support for further assistance.

• Phone:  1-888-HYGIENA (1-888-494-4362, option 2)
• Email:  techsupport@hygiena.com
• Submit a Support Ticket
• Schedule a Microsoft Teams meeting with support

Introduction

The EnSURE Touch^TM allows users to verify the calibration of their instrument through the Calibration app using the CalCheck or calibration control kit.  There are three tests in the calibration verification process, Internal LED Test, Negative Test and Positive Test.  This article will provide instructions for performing a calibration check on the EnSURE Touch.

Calibration

1. From the Home Screen, select the Calibration app.
   
2. Tap Check Calibration Now.
   
3. Confirm the chamber is empty and tap Run Test to start the Internal LED Test.
   RLU values greater than 500 are passing.
   
4. Tap Next.
5. Confirm the chamber is empty and tap Run Test to start the Negative Test.
   RLU values between 0-4 are passing.
   
6. Tap Next.
7. Tap the positive control you are using.
   
8. For CalCheck: Press the button at the top of the CalCheck. If the LED turns green, insert the CalCheck into the chamber, close the lid and press Run Test within 20 seconds.  If the CalCheck LED turns red or doesn’t come on see the kit insert for more information.
   CalCheck results between 255-345 RLU are passing.
   For Calibration Control Kit:  Insert the Positive Control rod and tap Run Test.
   Calibration Control Kit results between 130-230 are passing.
   
9. Tap Next to complete the test. If any of the test failed, please contact Hygiena Technical Support for assistance.
   

Viewing Calibration History

On the EnSURE Touch:

1. From the Home Screen, tap the Calibration app.
2. The table shows a history of calibration checks.
3. Tap a row on the table to view the results for each test.
   

In SureTrend Cloud:

1. Log into your Sure Trend Cloud account here.
2. Click the Settings option in the top right.
3. Go down to Instrument Management.
4. Click on the serial number of the instrument you wish to see calibration history for.
5. Be sure Calibration Checks is selected from the options below to see detailed history.

If you are having trouble with Calibration checks on your EnSURE Touch, please contact Hygiena Technical Support for assistance.

• Phone:  1-888-HYGIENA (1-888-494-4362), option 2
• Email:  techsupport@hygiena.com
• Submit a Support Ticket
• Schedule a Microsoft Teams meeting

Some Wi-Fi networks require users to access a captive portal through a browser to accept terms and conditions or verify credentials before accessing the internet.  This article will provide instructions on how to access a captive portal for your network on the EnSURE Touch.

Requirements

• Download and install EnSURE Touch captive portal components. Click here for more information.

Connect to a Wi-Fi Network

1. Tap Settings.
2. Tap Wi-Fi.
3. Tap the name of your network.
4. Enter a password and any other required information, then tap Connect.
5. Press the Home button to return the the Home Screen.
   Note:  If the network has a captive portal, you will see a notification reading “Sign into Wi-Fi Network” in the notification bar.

Access the Captive Portal

1. Swipe down from the top edge of the screen to pull down the Quick Access/Notifications menu.
2. If you do not see a notification reading “Sign into Wi-Fi Network,” tap the button in the top right corner to switch to the notifications menu.
3. Tap the notification to sign into Wi-Fi.  You will be redirected to the captive portal.
   
4. Complete the necessary steps for the captive portal.
5. Tap the Done.
   

Troubleshooting Captive Portal Connectivity

Unable to Connect to the Network

• Go to Settings > General > Date and Time and set the correct date and time on the instrument.  If you corrected the date and time, return to the Wi-Fi menu. Tap the name of the network and tap Forget to remove the connection.  Repeat the processes above.
• If you are unable to connect to the network and the date and time settings are correct, you may have the incorrect password for the network.  Confirm the required password with your IT department.  If you need to correct the password, return to the Wi-Fi menu. Tap the name of the network and tap Forget to remove the connection.  Repeat the processes above.

Unable to Complete the Captive Portal Sign In

• If you did not receive the notification to Sign into Wi-Fi network or you accidently dismissed it, you can turn Wi-Fi off and on to receive another notification.  Go to Settings > Wi-Fi, tap the toggle to turn Wi-Fi off.  Tap the toggle again to turn it back on.
• If you entered the incorrect information in the captive portal and are not able to edit it, you will need to remove the connection to the network and reconnect.  Return to the Wi-Fi menu.  Tap the name of the saved network and tap Forget to remove the connection. Repeat the processes above to connect to the network and sign into the captive portal.

Captive Portal Disconnects

• Some captive portals are only intended to facilitate a connection for a limited period of time.  If you become disconnected from the network, return to the Wi-Fi menu. Tap the name of the network and tap Forget to remove the connection.  Repeat the processes above to connect to the network and sign into the captive portal.
  Note:  Your IT department may be able to adjust the settings that limits the duration of the connection.

Contact Hygiena Technical Support for further assistance.

• Phone:  1-888-HYGIENA (1-888-494-4362, option 2)
• Email:  techsupport@hygiena.com
• Submit a Support Ticket
• Schedule a Microsoft Teams meeting with support

Create Your SureTrend Cloud Account

1. Go to the registration page to create a new account.
2. Fill out User and Company information.
   Note: If your company has an existing SureTrend Cloud account, you may want to receive an invitation to the account instead of creating a new account. A SureTrend Cloud admin in your organization can create an invitation for you in Settings > User Management.
3. You’ll receive an email from suretrendcloud@hygiena.com with a link to set up your password for SureTrend Cloud. After you’ve set up your password, navigate back to the login page to log in.
   

Create a Registration Token

1. Once you’re logged into SureTrend Cloud, you’ll be greeted by the Welcome page.  If you navigated away from the Welcome page, you can find it in Settings > Welcome.
2. Click the Register Instrument button to start a new instrument registration token.
   
3. Name your EnSURE Touch and click Next. The name can be used to differentiate it from other instruments on the account. If you have multiple sites on your account, select the site to which your EnSURE Touch should be registered.
   
4. The cloud will display a username and code that you will enter in the instrument later during set up.
   

Set Up Ensure Touch

1. Plug your EnSURE Touch into a wall outlet using the cables included in the box and let it charge for 15 minutes. Push the power button once on the top left of the unit to power it on. If you see the screen illuminate slightly, then the instrument is powering on and you do not need to press the power button again. If it’s not turning on, hold the power button for 15 seconds.
   Note: EnSURE Touch is capable of turning on and operating while the battery is drained, as long as it is connected to a power source.
   
2. Select Language (if English, select the next arrow)
   
3. Tap the toggle to enable Wi-Fi if it is disabled, then select your network and enter password.  Tap the connect button.
   
4. Select your region for the datetime and number format, then tap the arrow at the top right.
   
5. Tap the Choose button and search for your time zone.  Select your time zone from the list, then tap the arrow in the top right.
   
6. Confirm the date and time are correct.
   Note: If you received an error when updating the date and time through the internet, then there may be a problem with the Wi-Fi connection.  See these instructions for more information.
   
7. Enter the username and code that you created from SureTrend Cloud in the previous section, then tap Register.
   Note: If the registration is successful, the EnSURE Touch will sync with SureTrend Cloud.  If you received an error message, try entering the code again or see these Wi-Fi troubleshooting steps.
   
8. Select your industry.
   Note: The selection determines the test devices that are enabled on your instrument.  Ultrasnap is enabled by default for all selections.  You can always adjust the available products later in Settings > Customization > Product Selection.
   
9. Select the types of tests you will use.
   
10. Select any additional enzyme tests you will use.
    
11. Tap “Let’s Get Testing”
    
12. You are now ready to begin testing or programming your EnSURE Touch.
    

Video Training Series

• Instrument Tutorials:  https://help.hygiena.com/video/
• Test Device Tutorials:  https://vimeo.com/showcase/5473793

Helpful Documents

Innovation to Hygiene Monitoring Guide: https://www.hygiena.com/index.php?option=com_docman&task=doc_download&gid=97

Looking for something specific?

• Pg. 7-10 Setting Locations
• Pg. 12-14 Establishing custom RLU values
• Pg. 22 Quick Start swabbing guide
• Pg. 24-28 Proper Sampling Technique

Manuals

• EnSURE Touch manual: https://help.hygiena.com/manual/introduction-4/
• Sure Trend Cloud manual: https://help.hygiena.com/manual/getting-to-know-the-cloud/
• Test Device instructions:  https://www.hygiena.com/food-and-beverage-resources/instructions-food.html
• Knowledge Base:  https://help.hygiena.com/kb/

Contact Hygiena Technical Support for further assistance.

• Phone:  1-888-HYGIENA, option 2 (1-888-494-4362)
• Email:  techsupport@hygiena.com
• Submit a Support Ticket
• Schedule a Microsoft Teams meeting

Introduction

Factory Resetting allows the EnSURE Touch to revert to default settings.

Warning: Performing a factory reset erase all data and settings on the instrument. It is recommended you Sync your data to your SureTrend Cloud account before performing the factory reset to prevent permanent loss of data.

Solution

1. From the Home screen touch the Settings application.

2. Select General from the list of settings.

3. Select Factory Reset.

4. Select Factory Reset Now.

5. Select OK to confirm the Factory Reset.

Contact Hygiena Technical Support for further assistance.

• • Phone:  1-888-HYGIENA (1-888-494-4362, option 2)
  • Email:  techsupport@hygiena.com
  • Submit a Support Ticket
  • Schedule a Microsoft Teams meeting with support

Each EnSURE Touch registered to the same site in a SureTrend Cloud account will share the same plans, locations, and users. If you want to have different plans and locations on each instrument while registered to the same site, you can use the Exclude feature to exclude specific plans and locations from appear on an EnSURE Touch.

Excluding Items from an Ensure Touch

1. Log into SureTrend Cloud.
2. Click Settings and select Instrument Management.
3. Click the serial number of your instrument.
4. Click the Locations, Plans, or Instrument Users tab.
5. Check the checkbox in the Exclude column to hide an item from the selected EnSURE Touch.
   

Sync the Changes

1. On the EnSURE Touch, open the sync app.
2. Tap Sync now.
3. Wait for the sync to complete.
4. Check Plans, Locations, or Users to verify the items have been excluded from the instrument.

Contact Hygiena Technical Support for further assistance.

• Phone:  1-888-HYGIENA (1-888-494-4362, option 2)
• Email:  techsupport@hygiena.com
• Submit a Support Ticket
• Schedule a Microsoft Teams meeting with support

ENSURE™ TOUCH SYSTEM LIMITATION OF WARRANTY AND LIABILITY 

NOTICE: READ THIS LIMITATION OF WARRANTY AND LIABILITY BEFORE USING THE ENSURE™ TOUCH SYSTEM EQUIPMENT, CONSUMABLES, SOFTWARE, AND/OR ACCESSORIES (“ENSURE™ TOUCH SYSTEM”). USE OF ENSURE™ TOUCH SYSTEM EQUIPMENT, CONSUMABLES, SOFTWARE, AND/OR ACCESSORIES CONSTITUTES AN ACCEPTANCE OF ALL TERMS AND CONDITIONS OF THIS LIMITATION OF WARRANTY AND LIABILITY. Any additional or different terms in Buyer’s purchase form(s) are material alterations and hereby rejected. 

1. EnSURE™ Touch should only be used with Hygiena™ test devices and accessories. 
2. When purchased new and when used with Hygiena™ test devices and accessories while following instructions provided by Hygiena™, EnSURE™ Touch is warranted be free of defects in materials, workmanship and design that may appear under normal and proper use within twelve (12) months from purchase. Hygiena™ test devices are warranted to conform to the instructions for use under the conditions of use specified in the user documentation to the expiration date stamped on the label. Hygiena™ MAKES NO OTHER WARRANTY, EITHER EXPRESS OR IMPLIED, INCLUDING, WITHOUT LIMITATION, ANY WARRANTY AGAINST INFRINGEMENT, ANY WARRANTY OF MERCHANTABILITY OR OF FITNESS FOR A PARTICULAR PURPOSE OR THOSE ARISING BY LAW, STATUTE, USAGE OF TRADE, OR COURSE OF DEALING. User assumes all risk and liability resulting from use of The EnSURE™ Touch System.  
3. The accuracy of The EnSURE™ Touch System can be affected by factors over which Hygiena has no control, including, without limitation, the use of the Equipment, consumables, and/or software in a manner that is contrary to the conditions of use, the procedures or the instructions specified by Hygiena. Because of the large number of factors over which Hygiena has no control, Hygiena makes no promise or guarantee of the accuracy of results obtained from The EnSURE™ Touch System if not used per the instructions for use. In particular, Hygiena disclaims any warranty or liability and assumes no responsibility for the failure of The EnSURE™ Touch System due, in whole or in part, to user’s failure to: (a) properly maintain Equipment, (b) maintain specified operating or storage conditions, (c) follow the specified instructions. 
4. Modifications, service or repairs by parties other than Hygiena-authorized providers are not covered by this warranty and, in fact, void this warranty, unless prior written permission is given by Hygiena. Circumstances beyond reasonable control of Hygiena, including fire, explosions, accidents, user error, flood, or acts of God are not covered under this warranty. 
5. CUSTOMER/USER ASSUMES ALL RISKS IN USING THE ENSURE™ TOUCH SYSTEM AND HYGIENA™ OR ITS AFFILIATES, DISTRIBUTORS, ITS LICENSORS OR REPRESENTATIVES SHALL HAVE NO LIABILITY TO CUSTOMER/USER OR TO ANY OTHER PERSON OR ENTITY FOR ANY INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE, EXEMPLARY OR CONSEQUENTIAL DAMAGES WHATSOEVER, INCLUDING, BUT NOT LIMITED TO, LOSS OF REVENUE OR PROFIT, LOST OR DAMAGED DATA OR OTHER COMMERCIAL OR ECONOMIC LOSS EVEN IF CAUSED BY THE NEGLIGENCE OF HYGIENA OR ITS REPRESENTATIVES AND/OR IF HYGIENA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES, AND/OR IF THEY ARE FORESEEABLE. 
6. THE SOLE AND EXCLUSIVE REMEDY OF CUSTOMER/USER, AND THE SOLE AND EXCLUSIVE LIABILITY OF HYGIENA, ITS AFFILIATES, DISTRIBUTORS, LICENSORS OR REPRESENTATIVES FOR ANY AND ALL CLAIMS, INCLUDING BREACH OF WARRANTY, TORT, CONTRACT, STRICT LIABILITY, NEGLIGENCE OR OTHERWISE SHALL BE LIMITED TO THE FOLLOWING: Should Equipment fail to conform with the Paragraph 2 warranty, Hygiena shall, at its discretion  repair or replace the non-conforming Equipment with new or refurbished (repaired or rebuilt) functionally equivalent Equipment or test devices or refund the purchase price. In all cases, user is responsible for the repackaging and return of non-conforming Equipment, along with the reinstallation of new or refurbished Equipment; and Equipment or test devices shall not be returned without prior written permission from Hygiena, and then only in the manner prescribed by Hygiena. The maximum liability of Hygiena, its affiliates, distributors and licensors, and whether or not based on negligence, shall not exceed in the aggregate the amount equal to: the purchase price of The EnSURE™ Touch System, test devices for which damages are claimed not to exceed two thousand dollars ($2,000.00 USD). Customer shall notify Hygiena of any claim within thirty (30) days thereof and shall commence any action against Hygiena within one (1) year of the cause of action or otherwise be barred from any remedy. Hygiena shall not be responsible for cost, loss or liability that arise from customer/user’s operation of its business, and customer/user agrees to indemnify, defend and hold Hygiena and its representatives harmless from such cost, loss or liability.