Welcome to our Frequently Asked Questions (FAQs) page.

Here you will find answers regarding those topics:

General

It depends on what you need (a full platform, customized or not, the number of microscopes you want to use it on, or if you want an OEM solution). Get in touch and one of our experts will answer you  within 24 hours to understand your need and give you more details.

The only differences are linked to the mounting system for your samples. We optimized the observation area to fit your needs. The specifications are only guided by the requirements of your experimentations. The core CherryTemp system remains unchanged so that you have nearly no extra-costs if you plan to use different models.

Our delivery time is currently 2 months after receipt of a valid Purchase Order. However, for urgent reasons (such as grant particularities, financial exercise closure…), do not hesitate to get in touch and we will work to find a solution.

Cherry Care is an additional service we designed, you can subscribe to the service at any time, there are options for Fast-publication (3 months engagement) or Premium  (1 year engagement).

“Cherry Care” offers:

  • System fix for free.
  • Free loaner system (in case of after sales service immobilisation of your machine >3 weeks ).
  • Reproducibility of your results ( anticipation of any calibration offset, i.e Gemini Process).
  • Free Software releases.
  • disposable products refills (Liquids + chips)*

*Only included in Premium version of Cherry Care.

MORE DETAILS

CherryTemp fits any microscopes (upright and inverted). We developed dedicated ergonomic elements to fit any brands of microscope (Zeiss AxioImager, Nikon Ti Eclipse, Olympus IX81…).

Yes, it is. We performed several experiments and set up a specific calibration. Our software integrates these data and calculates a correcting factor if an immersion objective is used for your experimentation. As a consequence, the temperature you set is exactly the one that is experienced by your cells.

Thanks to our dual-channel heat exchangers, a shift between two temperatures takes only a few seconds (10 seconds) and does not rely on the starting or ending setting: the highest is the gradient between two temperatures, the fastest is the speed of change therefore it takes around 10 seconds both for a 5°C delta change or a 40°C delta change.

Our customers are our main priority and we make sure we provide the best  after-sales service:

– Answer by email, within 24h,

– Live meeting with skype when it suits you

– Free diagnosis by a product engineer

– Keep cool, we remotely take control of your system

– Remote fixing  for 90% of the case

We usually don’t offer this possibility as we have too much demand and we cannot satisfy it. If your application fits in one of our product packs, feel free to get in touch and we will be happy to give you more details. Of course we can also put you in contact with some of our customers or partners who can tell you more about the system from a user point of view.

We do not need to come to install the system as we set-up a dedicated installation process. We first  interact with you before the shipping to understand your set up and constraints so that we can provide a platform adapted to your environment and tips for an easy installation. Then we send the system and we accompany your team with remote sessions to make sure all the users will get all the knowledge for a smooth utilization of the system.

Our priority is to make things simple for you so we ensure full after-sales service and we will always be available by email/skype to assist you and answer any question.

Software

  1. Check the USB connections between CherryLoop, CherryTemp and the computer.
  2. If the error still appears, click on “cancel” to access to the software main page, and get the error code indicated. Go to the following section “System running”
  1. Check the USB connections between CherryLoop, CherryTemp and the computer.
  2. If the error still appears, click on “cancel” to access to the software main page, and get the error code indicated. Go to the following section “System running”

The CherryTemp software is compatible with windows 7 or lastests versions

 Error during the software installation process

Check if the installer folder has been correctly unzipped before lauching the installer file. ( The installation should not be done from the compressed folder).

 Error when unzipping the software installer

1 solution : Try to unzip the installer using an alternative software (e.g. 7Zip, WinRar, Winzip, …)

2 solution : Try to unzip the installer using an alternative computer. Then copy-paste the unzipped folder to the first computer.

Sytem running

The maintenance of the system is very simple, we provide a full user guide to help you manage the fluid system. We have a 5 minutes cleaning step at the end of every experimentation to keep the system protected from any biological contamination.

CherryLoop not detected by the software

1) Check if the USB cable is correctly plugged from CherryLoop to the computer.
2) Check if CherryLoop is ON (red light on the switch button)
3) Go to “control panel” and “device manager”. Check if “NI Data Acquisition Device” driver is updated.
4) Contact us (support@cherrybiotech.com)

Low pressure detected in the thermalizing liquid circuit

1) Check if a tubing is disconnected or damaged
2) Check if an air bubble is visible in the thermalizing chip. If so, restart the software and run the initialization sequence.
3) Contact us (support@cherrybiotech.com)

High pressure detected in the thermalizing liquid circuit

1) Check if a tubing is twisted or clamped.
2) Change the chip for a new one
3) Unplug and replug all the fluidic connectors
4) Contact us (support@cherrybiotech.com)

Temperature stability not reached in specific time

1) Check if the room temperature is not above the system features limits (>22°C) to reach cold temperatures (<8°C). 2) Contact us (support@cherrybiotech.com)

Wrong t° detected on the white t° sensor <5°C or >50°C

1) Check if the white temperature sensor is correctly plugged to CherryTemp
2) Check if the t° sensor is well located: either in contact with the microscope stage if using a dry objective lense (dry mode),
either attached to the objective if using an immerged objective lense (immersion mode).
3) Contact us (support@cherrybiotech.com)

Various possible causes: answer these few questions to find the good one

141 error (Illustrated version):

 

141error

 

141 error (Text version):

Is “Liquid Level: Ok” (blue light) on CherryTemp on?

if YES: Objective temperature sensor not detected :

-> Check if t° sensor is plugged on the CherryTemp unit front panel.

if NO: Is “Liquid Level: Low” (red light) on CherryTemp on?

then if YES: Objective temperature sensor not detected AND low level in CherryTemp tank :

-> Check if t° sensor is plugged on the CherryTemp unit front panel.
AND
-> Refill the CherryTemp tank (follow instructions ” Refilling the CherryTemp box”, User Guide p.21)

or if NO: 

Switch off the CherryTemp unit for 8+ seconds, and switch it on again.
When the CherryTemp have been switched on, is “Liquid Level: Low” (red light) on CherryTemp on?

then if YES :Low level in CherryTemp tank :

-> Refill the CherryTemp tank (follow instructions ” Refilling the CherryTemp box”, User Guide p.21)

or if NO:

Have you recently received or moved the system?

then if YES : An air bubble in the circuit has triggered the security in CherryTemp :

1) Check if the transparent tubings with metallic connectors are correctly plugged on the CherryTemp front panel.
2) Check if the transparent tubings are neither twisted nor pinched.
3) Switch off the CherryTemp unit for 8+ seconds, and switch it on again.
Eventually repeat this process 2 or 3 times if security triggers again, until the air bubble is removed.

so if NO : The security has triggered because an issue has been detected in the fluidics in CherryTemp :

1) Check if the transparent tubings with metallic connectors are correctly plugged on the CherryTemp front panel.
2) Check if the transparent tubings are neither twisted nor pinched.
3) Contact us (support@cherrybiotech.com)

Issue detected on t° sensor on CherryTemp

1) Check if the white temperature sensor is correctly plugged to CherryTemp
2) Unplug the t° sentor and plug it back to CherryTemp.
3) Contact us (support@cherrybiotech.com)

Error detected in the connection between CheryTemp & the heat exchangers

  1. Check if the black electronic cable is correctly plugged between CherryTemp and the heat exchangers.
  2. Unplug the cable and plug it back.
  3. Contact us (support@cherrybiotech.com)

CherryTemp not detected by the software

  1. Check if CherryTemp in ON (red light on the switch button)
  2. Check if the USB cable is correctly plugged from CherryTemp to the computer.
  3. Contact us (support@cherrybiotech.com)

Software being rude

Ignore him, it will calm down. Alternatively, offer it a coffee, this might work in extreme cases, who knows? :-)

If you have a question that isn’t answered here, please contact us.

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