Adding a New/Replacement EnSURE Touch to a Site


This article will show you how to add a new or replacement EnSURE Touch to your SureTrend Cloud account.


  1. Login to SureTrend Cloud.
  2. Navigate to the Instrument Tab.
  3. Select ➕ located on the right hand side above the Instruments table.
  4. Enter an instrument name (optional), and select a Site. Note: If you only have a default site you will not need to select this.
    If this is a replacement instrument be sure to select the proper site so your plans and locations will sync.
  5. On the EnSURE Touch tap the Sync App and when prompted enter the Username and Code.
  6. Tap the sync now button to add your existing plans and locations.
    Note: Plans and Locations are linked by the site the instrument are assigned to.
  7. Your EnSURE Touch is now registered.

Global Locations and Plans

If your operation has multiple facilities that measure the same touchpoints (locations) or have the same plans, you can now make those touchpoints or plans global.  This means that each of these global touchpoints or plans will be visible on every instrument associated with that SureTrend Cloud Account.

This can help you standardise your testing across multiple facilities and limit discrepancies by monitoring locations and plans across all associated instruments, reducing the time spent on programming them.

How do I do this?

In SureTrend Cloud under the “Plans and Locations” tab, there is a column called “global”, in order to mark a location or plan as global, just click the box next to that location or plan in the “global” column.  Once that box is checked, that location or plan will be visible on each instrument tied to that SureTrend Cloud Account.


If you need further support, please click on the icon below



Using Teamviewer to Receive Remote Support


EnSURE™ Touch comes pre-loaded with TeamViewer which is an application that allows for screensharing between computers and other internet enabled devices. When someone needs help with their EnSURE Touch, it isn’t always possible to help them face to face. In situations like these, it can be helpful to connect to the instrument using TeamViewer. This can also be helpful when providing training remotely. The instructions below will help you connect to EnSURE Touch using TeamViewer.

Accessing Teamviewer on the EnSURE Touch

  1. Connect EnSURE™ Touch to Wi-Fi.
    Note: For addition instructions on connecting to Wi-Fi, click here.
  2. Tap Settings.
  3. Tap Support.
  4. Check the checkbox to “Attach EnSURE Touch database to Support Request” and press the Remote Support button.
  5. Read the disclaimers and press the Next button until you see the screen with your TeamViewer ID.
  6. Provide your TeamViewer ID to the Hygiena Representative.
  7. Press Allow when the notification appears.

Running Teamviewer on a PC

  1. Download the Teamviewer app here.
  2. Run the executable after the download has finished.
  3. Select Run Only.
  4. Click Accept—Finish.
  5. Provide your Teamviewer ID and password to the Hygiena Representative.

Disconnecting From Teamviewer

Any of the options below will disconnect Teamviewer.

  1. Deactivate Wi-Fi on instrument.
  2. Turn off instrument.
  3. Close the TeamViewer program from the computer.

How do I know if my Hygiena Representative can see my EnSURE Touch screen?

At the top left corner of your screen you will be able to see an eye icon.

EnSURE™ Touch In Field Calibration


Each EnSURE Touch instrument undergoes an End Of Line (EOL) QC process during manufacturing.  This EOL process is used to validate the instrument and configure the EnSURE Touch for consistency.  Some of the key steps in the EOL process are to calibrate the device detection sensor, light detection sensor, and accelerometer.  The calibration data is stored on each EnSURE Touch.

If the calibration data were to get damaged or reset to defaults the instrument would not work correctly.  Today the only way to correct the instrument is to run it through the EOL process again. The following instructions show you how to recalibrate in the field


You will need the following:

  1. Windows TeamViewer client
  2. Internet access for your windows computer and the EnSURE Touch to be updated.
  3. EnSURE Touch unlocking tokens. Request a token from the Software Development Team. No more than 24 hr prior to the field calibration event as the token will expire
    1. You will need the customers’ serial number that they can copy from the back of the unit and share it with a tech support person via email to create the token.

Customer will need the following:

  1. EnSURE Touch instrument preferably connect to power.
  2. WiFi/Internet access for the EnSURE Touch.
  3. CalCheck or calibration control kit.
    1. Optionally a SystemSURE Plus or EnSURE.
    2. Optionally a second EnSURE Touch or a second CalCheck.

Steps for In-field Calibration

Step 1 (Customer)
Connect the EnSURE Touch to WiFi (internet).
Wifi needs to be turned on for this process

Step 2 (Hygiena Rep)
Launch TeamViewer QuickSupport
Follow the steps and launch TeamViewer QuickSupport
If the “Your ID” does not supply a number, the internet connection is not working, and a firewall or router is blocking your access, and support will not work.  There is a rare case that TeamViewer service is down.

Step 3
Use Windows TeamViewer client to connect to the instrument.
You will need the user TeamViewer ID.

Step 4
Users must allow access by pressing the Allow button.


Step 5
Aquire unlocking tokens from

You will need to have the Hygiena Support Role.
Please See Software Development to set up a role.
Press the Generate Token

Step 6
Unlock the instrument.

Step 7
Enter the unlocking token and press the Enable button.
This should only take a few seconds.
If it fails the internet is not working, the date and time on the instrument is incorrect, or the token is incorrect.
Tokens are acquired for the system than are connected to.  Today we have 4 systems, Production, Stage, Test, and Dev.  If the instrument is pointing to production, you need unlocking tokens from production.

Step 8
If the unlock was successful you will see an addition buttons on your EnSURE TOUCH.
The instrument is unlocked.

*** Warning ***
Be very careful the instrument is unlocked, and you can perform many functions that could damage customer data or leave the instrument unusable. We should never leave an instrument unlocked. You can press the None button and then the Disable to lock the instrument.  Locking the instrument is covered later in this document.

Step 9
Press the Home button.
Then press Settings/Diagnostics to get to the unlocked diagnostics screen.
You will see a lot more options available for you to use.

Step 10
Select the Light Test from the menu.

Step 11
Select the Setting tab on the top to get to the setting.

Step 12
Just calibration troubleshooting – Good information and confirmation that the calibration is the only issue.
Note: the Shutter Bias and RLU Conversion Factor values.
The Shutter Bias should be set from the Light Detection Test in the EOL process.
If the Shutter Bias is 0 the entire EOL process needs to be executed.
The RLU Conversion Factor should not be 65.0, if it equals 65.0 then the unit has most likely lost its calibration values.    Note the current RLU Conversion factor in the CRM Case. Generally, a number less than 65.

Step 13
1st step of calculating the calibration in the field.
Press the Measurement tab on the top.
Perform a screen capture and save for further reference if needed. Attach an image to the CRM case.

Place the CalCheck in the instrument, press the button at the top of the CalCheck.
The CalCheck button should turn green.  If it turns red or does not light at all it is not working.
And would need a new CalCheck battery.

Close the lid and press the Run Test Button within 10 seconds.

The CalCheck will only stay on for 60 seconds.

The Device does not need to be changed and no other values should be changed.

After reading the Run Test button will return and data will be populated in the table show here.

User the Diff uV/s* value to calculate the correct RLU conversion factor as follows:

*if value fluctuates by more than 5% then repeat the test with the same freshly activated CalCheck unit.
The light source is only on for 60 sec.  If it continues to fluctuate by more than 5% stop process and proceed with a new CalCheck or initiate the repair process.

RLU Conversion Factor(RLUCF) = Round-Up to one decimal point (13994.15/300) = 46.7 :  300 represent the median signal value that the CalCheck is adjusted to when the calibration LED are produced.

300 is the target RLU value expected when using CalCheck.

For Calibration Control Kit the median target is 180 RLUs.  So the RLU Conversion Factor would be: RLU Conversion Factor = Round Up (8406.00/180,1) = 46.7

Repeat Calibration step 12.  Two more times writing down the Diff uV/s value and calculated RLUCF

Average the three RLU Calibration Factors(RLUCF) as follows: (RLUCF#1+RLUCF#2+RLUCF#3) / 3 (number of tests)

Record all calculations and the new Average RLU Correction factor in the Case in CRM.

Step 14
Press the Settings Tab at the top and enter the calculated average RLU Conversion Factor from the previous step.  The customer must use the EnSURE touch key touch screen to edit the RLU Conversion Factor. Team viewer will not update the instrument settings you need to input on the unit itself.

Example, 46.7

Step 15
Test the new setting.

Press the Measurement tab at the top.
Pace the CalCheck in the instrument, press the button at the top of the CalCheck.  The CalCheck button should turn green.  If it turns red or does not light at all it is not working.
Close the lid and press the Run Test Button.
The Device does not need to be changed and no other values should be changed.
After reading the Run Test button will return and data will be populated in the table shown here.
The RLU values should be ~300 RLUs and between the acceptable range from 255 to 345 RLUs.  In general, it should be much closer.  If the number is off, you may want to repeat the process.

The instrument should be calibrated.  Not it is important to lock the instrument.

Step 16
Press the back button from the Light Test screen.
This will show the Diagnostics menu.
Press the Debugging menu.

Step 17
From the Debugging Screen press the None button.
Then Press the Disable button.
Then Press Home
You can validate by navigating to Settings/Diagnostics.
It should be lock and require unlocking keys.

This should lock the instrument.
Reboot the instrument


EnSURE Touch Device Detection


This article will cover the step by step process to determine if EnSURE Touch is correctly detecting devices in the test chamber and if the lid for the chamber is open or closed.


The EnSURE Touch has a sensor to detect when a test device is inserted into the chamber.  Sometimes external contaminants can obstruct this sensor, preventing it from accurately detecting when there is a device in the chamber.  When this occurs, the chamber should be cleaned using the instructions here.  If cleaning isn’t feasible because of time constraints, device detection can be turned off.  For more information on how to disable device detection, see the Solutions section.

The EnSURE Touch also uses a magnet contained inside the lid and a Hall effect sensor contained in the body of the instrument to determine the position of the lid.  If the EnSURE Touch is subject to intense physical disturbances, like dropping the instrument, this can cause the magnet contained within the lid to be dislodged from its position.  Once the magnet has been dislodged from its correct position, it will fail to trigger the Hall effect sensor and the instrument will not accurately determine the position of the lid.

If either the chamber detection sensor fails or the hall effect sensor for the lid fails, the EnSURE Touch will display a notification indicating that a device needs to be inserted into the chamber and the lid needs to be closed.  See the image under Technical Issue for reference.

Technical Issue

The EnSURE Touch will not detect a device in the chamber or when the lid is closed, preventing the ability to test samples.


Step | 1

Turn off device detection.

  1. From the Home Screen, tap the Settings app.

  2. Tap General from the settings list.
  3. Tap Device Detection from the general settings list.
  4. Tap the drop-down menu and select Off from the list of options.
  5. Return to the Home Screen using the Home button.

Step | 2

Attempt a Quick Test.

  1. From the Home Screen, tap the Quick Test app.
  2. Close the lid without putting a test device in the chamber.
  3. If the Quick Test screen displays a Run Test button at the bottom of the screen, then your instrument needs to be cleaned. For instructions on cleaning your instrument, refer to this article here.
  4. If the Quick Test screen does not display a Run Test button and instead displays a message reading “Insert activated device and close lid,” then your instrument needs to be repaired. Contact Hygiena support using the link here.
  5. After you have finished cleaning your instrument, you will need to turn device detection back on. Repeat the process from Step | 1 but choose Presence from drop-down menu in part 4.
  6. Place a test device in the chamber and attempt another Quick Test.  If the Quick Test screen displays a Run Test button, then you have successfully cleaned the instrument and all sensors are operating normally.  If the Quick Test screen displays a message reading “Insert activated device and close lid,” then  the device detection sensor on your instrument is not working and the instrument needs to be serviced.  There may be a solution that can be implemented remotely to calibrate your device detection.  Some instruments may need to be sent in for repairs.  Contact Hygiena support for further assistance using the link here.


User is unable to register instrument to SureTrend™ Cloud Account

User is unable to register the EnSURE Touch to SureTrend Cloud account, it is likely that the user is not enabled in the “site” for SureTrend Cloud

When creating a user in SureTrend Cloud, you need to assign the user to a “site”.  It is important to note that an EnSURE Touch user (someone who can log onto the instrument) is not equivalent to a SureTrend Cloud user.  An EnSURE Touch user performs testing on the instrument.  A SureTrend Cloud user can login to SureTrend Cloud to view testing data ana manage the SureTrend Cloud Account.  SureTrend users have different levels of access or permissions (owners, admin, users).  For more information on this, please review the EnSURE Touch User Manual (on the website).

A site is equivalent to a facility (for example, Hygiena Camarillo would be considered a site).

To add a user to a site follow the below instructions:-

  •  Login to SureTrend Cloud
  •  Open Settings >User Management (on the top right of the screen)
  •  You will see a list of SureTrend Cloud Users, email addresses and user role (owner, admin, user)
  •  Click on the user you would like to modify
  •  Below will be a list of sites
  •  Enable the user for all the sites they need to see and manage
  • The user is now enabled for the site(s), they can register the instrument to the site

To register the instrument to the SureTrend Cloud and site:-

  • Login to SureTrend Cloud
  • Click on Settings > Instrument Registration > Register instrument

It is important to note that programming information (locations and plans etc) is specific to each site.  This means that two instruments on the same site are by default clones of each other.  If you want to exclude a location from an instrument there is an “exclude” column with checkboxes in SureTrend Cloud (SureTrend Cloud > instrument > select instrument > click the exclude checkbox).

It is important to note that one instrument can only be registered to one site at a time.  If for whatever reason you want to change the site to which it is registered, you can do this from the instrument tab on SureTrend Cloud.

  • Synchronise the instrument to ensure all results have been uploaded to the SureTrend Cloud account
  • Click on the pencil icon to edit the instrument
  • Select the drop-down from the site and you can select the appropriate site
  • Synchronise the instrument
  • The plans and locations will now change to the plans and locations associated with that new site.

If you need further support, please click on the icon below: –

EnSURE™ Touch Input Method (Keyboard) and Styles


Android, like most modern operating systems, separate the display language from the input language (i.e. keyboard).  For example, you can have the display is Spanish and the keyboard in Russian.  On the surface this does not make sense, however, if you look closer there is a valid reason to have them separate.  In most cases, the user wants to see the display language in their preferred language, but the input language needs to be consistent for the organization.  Having the data in different languages, for most applications, is not feasible.  For example, you could have the following Location Doorknob entered in different languages SureTrend Cloud.  While possible, it would be difficult for users unless they are multilingual. 

  • Doorknob 
  • 门把手 
  • Perilla de la Puerta 
  • مقابض الابواب 

Android Language Settings 

Android language settings are straight forward.  EnSURE Touch exposes all the languages the EnSURE Touch supports directly from with the EnSURE Touch App. 

The reason the EnSURE Touch only exposes a subset of Android languages is that all the nomenclature in the EnSURE Touch application must be translated before an Android language can be supported.  If the user selected a language from Android that was not translated in EnSURE Touch, the EnSURE Touch would show English, but internal Android features would show the language selected. 

You can see in the example below if the Android language Kiswahili is selected, EnSURE Touch shows the activity Locations in English, but in the search window the Android text “Search” is translated to Kiswahili and shows “Tafuta”. 

EnSURE™  Touch Keyboard 

Android input methods (Keyboard) settings and much more complex than Language settings.  Android makes the input methods richer to allow for more advanced input.  Android allows for custom input methods that include a custom keyboard, keyboard styles, key swiping, physical keyboards, clipboards, voice commands, and more.  For the purposes of this document, we will refer to the input method as the Keyboard since the EnSURE Touch does not have a microphone. 

Keyboard Behavior 

The keyboard will pop up when you tap an entry field or will auto popup if the EnSURE Touch application assumes you need to enter data.  For example, in Locations activity, it is not clear if the user wants to search or select a location so the keyboard does not auto popup, but when you enter a new location the Location name is required and the keyboard will auto popup. 

You can always dismiss the keyboard by pressing the back button at the bottom right of the EnSURE Touch and bring the keyboard back by taping the field. 

Keyboard Layout

The keyboard layout will change based on the type of field you are entering. If you are entering alphanumeric data, the text keyboard will display. If you are entering numbers, the numeric keyboard will display. For dates and other data types, there is no need for the keyboard. The UI has features like date and time selector, and dropdowns or toggles.

Extended Keyboard 

The alphanumeric keyboard shows the default characters.  Keys on the keyboard are can change the layout or allow for entry of other characters.   

Custom Input Methods (Keyboard)

Many custom input methods (Keyboards) are APKs installed from the Google Play store. Since EnSURE Touch is a locked system it does not allow users to install the software.

Input Method (Keyboard) Selection

To simplify the input method (Keyboard) selection, EnSURE Touch matches the Keyboard with the language selection. This is an attempt to make the EnSURE Touch setup easier for the user because the Keyboard options in Android are many and can be confusing because the EnSURE Touch does not support many of them.

Access Input Options

Android makes it possible to access keyboard options from within the keyboards. To access the keyboard options, press and hold the “,” key for 2 seconds and then let go. The Input options menu will appear.

Input Option Details

Because the EnSURE Touch uses a custom version of Android some features do not work or may work differently than other Android devices.  The following is how the Input Options work on the EnSURE Touch.

Input Languages

By default, the Input Language matches the System (display) language.  However, unchecking Use system language allows the user to select one or more input languages (Keyboards).

Switching Between Keyboards

If another keyboard is selected it will be used by default.  However, you can also select multiple keyboards.  Switching the keyboards can be done through the keyboard.  You can also use the list of keyboards by pressing and holding the space bar and selecting the Keyboard desired.

Android Keyboard Settings

From the Input Options menu, you can select the Android keyboard options.  This gives the user access to keyboard settings.  Some of the settings will work on the EnSURE Touch, but others will not.  Since the EnSURE Touch does not have a mic the voice commands do not work.  Sound and vibration feedback do not work.  Also, gesture typing does not work.  The remaining options are self-explanatory.  In the Advanced Setting, there is Custom Input Styles that allow for changes to the keyboard layout defined below.

Advanced settings

In Advanced Settings, the user can select Custom input styles. This can be useful for user that have a special keyboard they prefer. The most common keyboard style is the QWERTZ, but some users like the AZERTY style. To change the style perform the following. In the Advanced settings select Custom input styles. Select the ADD STYLE at the bottom of the screen. Select the Language and Layout. You will be prompted to Enable styles the first time it is selected.

If you need further support, please click on the icon below.

Turning Off Device Detection


Sometimes the device detection feature on EnSURE™ Touch will malfunction because the chamber in the instrument needs cleaning. Before you have time to thoroughly clean your instrument you can simply turn off the device detection if you have administrative rights.

Step To Shut off Device Detection


  1. On the home screen select settings
  2. On the settings screen, select the General tab
  3. On the General Settings tab select Auto-Detect
  4. In the Auto-Detect Screen toggle the switch to off
  5. Return to the home screen.


You are now complete!



If you need further assistance please click on the icon for support to contact you.

Failing Calibration: Troubleshooting Tips


If you are seeing RLU reading that vary by more than +/- 10% on the CalCheck or Calibration Control Kit when read on the EnSURE Touch, this document will walk you through the potential reason, troubleshooting steps or allow you to get the product returned for repair.

Common Reasons for Issue

  1. Reading chamber has gotten dirty and the lens protecting the reading sensor is cloudy/blocked
  2. Instrument lid is loose and not sitting perfectly closed and light is leaking in
  3. CalCheck is expired or damaged
  4. Calibration Control Rod is expired or damaged
  5. EnSURE Touch will only read 0 to 4 RLUs with either CalCheck or Calibration Control Kit

Troubleshooting and Solutions

The following are steps to determine what the issue is and how to resolve:

Reading chamber has gotten dirty and the lens protecting the reading sensor is cloudy/blocked

  1. Erratic readings are sometimes caused because the liquid has gotten into the reading chamber and dried on the lens that the sensor reads through.
  2. On the bottom of the instrument, unscrew the chamber cleaning hole with an allen wrench or flat head screwdriver.
  3. Take a slightly damp swab (Q-tip) and clean the lower part of the read chamber. Do not press too hard on the clear plastic chamber. You should be able to see the sensor.
  4. Let dry. The chamber is liquid-tight so you shouldn’t have to worry about excess liquid getting into the chamber.
  5. Screw back in chamber screw so that it is flush with the bottom of the instrument.
  6. Take reading with CalCheck or Calibration Control Rod to see if readings are within specifications.

If readings are not within specifications, try the next troubleshooting step.

Note: If you are putting personal labels on Hygiena swabs, this can disrupt readings and also device detection. Do not put additional labels on Hygiena swabs. There is a space on the label to write information.

Instrument lid is loose and not sitting perfectly closed 

  1. Look at the instrument lid and see if it is sitting perfectly closed properly.
  2. The top of the lid should be perfectly flush to the top of the instrument.
  3. Seam line should be consistent around the entire lid and you should feel the magnet pulling the lid shut as it gets close to the opening. Dirt can get in the groves and hinge that might prevent the lid from closing all the way. Clean out any debris that might prevent the lid from shutting completely.
  4. If the lid if fine and you are still getting erratic readings, look at the other troubleshooting issues.

CalCheck Rod is Expired or Broken

  1. Check the expiration date of the CalCheck. If it has expired, you should buy a new CalCheck.
  2. If the CalCheck rod is still good, look for physical damage to the rod. Press the button on the top of the CalCheck to make sure the light turns “green”. If the light turns “red” you will need to replace the battery in the CalCheck itself.
  3. If there is no damage to the CalCheck and the button on the top is still turning green, then try running the CalCheck in another EnSURE Touch or Hygiena instrument if you have one. If the readings are within specifications that means the CalCheck is working properly and there is an issue with the EnSURE Touch.
  4. If your CalCheck is reading the same number each time on the EnSURE Touch, but it’s out of the acceptable calibration ranges established on the instrument, the system can be recalibrated to the CalCheck without having the instrument sent in for repairs.

If you still need help click here to submit a ticket for technical support. Be prepared to share your RLU values from your CalCheck.

Calibration Control Rod is expired or damaged

  1. Check the expiration date of the Calibration Control Kit rod. If expired, buy a new CalCheck kit.
  2. If the Calibration Control Rod rod is still good, look for physical damage to the rod around the end of the rod where the sensor reads the light. Clean if there is any film or debris on the bottom.
  3. If no damage to the Calibration Control Rod, then try running the Calibration Control Kit in another EnSURE Touch or Hygiena instrument if you have one. If the readings are within specification it means the Calibration Control Rod is still good and there is something wrong with the EnSURE Touch. Click here to submit a return ticket to have your instrument repaired or replaced.
  4. If your Calibration Control Rodis reading the same number each time on the EnSURE Touch, but it’s out of the acceptable calibration ranges established on the instrument, the system can be recalibrated to the Calibration Control Rod without having the instrument sent in for repairs.

If you still need help click here to submit a ticket for technical support. Be prepared to share your RLU values from your Calibration Control Rod.

EnSURE Touch Will Only Read 0-RLUs with Either CalCheck or Calibration Control Kit

  1. If you have confirmed either the CalCheck or Calibration Control Kit are still working correctly and the EnSURE Touch will only give you 0-RLUs, the shutter has likely been damaged from either being dropped or liquid has gotten onto it and dried it shut. The instrument will need to be repaired.
  2. To verify the shutter is stuck, go to, put in a swab, CalCheck turned on or Calibration Control Kit. Take a reading.
  3. Around the 4-3 second reading time, listen for the shutter to move back an forth. It will move back around 4-3 second mark and shut around the 2-1 second mark. If you do hear the shutter opening, it is working and there is likely something else going on. Click here to submit Tier 3 issue ticket and a technical representative will get back to you quickly.
  4. If you do not hear the shutter moving the instrument needs to be repaired.


If you still need help click here to submit a ticket for technical support.


Won’t Power On


If you cannot get the EnSURE™ Touch to power on when the power button is pushed.

Troubleshooting Steps

  1. Connect the instrument to power.  Use the supplied power adapter and cable. Confirm that the electrical outlet has power.
  2. Press and hold the power button for 20 seconds. Make sure it is a full 20 seconds.
  3. Change the USB-C cable orientation. Rotate 180 degrees.
  4. Disconnect cable from included charging brick.  Plug into a computer USB port (if available) or another validated charging brick (Cell phone charger) Then repeat step 2.
  5.  If possible try another USB-C cable as well and then repeat step two.

Helpful Videos

Refer to Powering Up and Charging video:

If you still need help  click here to submit a ticket for technical support.