FAQ

Frequently Asked Questions

My CANDURA instruments analyzer hasn't been used for a few months and now the battery is dead. I plugged in the charging cable and it still doesn't power up. What is wrong with it?
All CANDURA analyzers have battery protection circuitry built inside. However, it is still possible for the battery to deplete beyond recovery. If you have already plugged in the power supply and allowed the unit to recharge for a period of time but you are still having trouble powering up the unit, try to perform a hardware reboot by doing the following:

  • For PowerPro: Press F3, F4, F5, F6 simultaneously.
  • For EnergyPro: Press F1, F2, F3, F4 simultaneously.
  • For PQPro™: Press the Power button.

Please contact us for further assistance.

For current measurements, make sure you are using CTs that are calibrated for your specific analyzer. You can confirm that by checking the serial # on the CT. The first section of the numerical digits of the CT serial # should match the numerical digits of the analyzer serial #.

Calibration factors are stored in the internal memory of all analyzers designed by CANDURA. Due to wear and tear from usage, the CT’s inductive properties might vary slightly over time, thus calibration factors will need adjustments as well. We recommend annual calibration to maintain optimal accuracy for the analyzer. Please contact us to inquire about our rate for Calibration.

In most cases the software can recover the data when this happens. If the software is unable to recover the data, it may be possible that our engineers can manually extract the data from the card. Please contact us if you run into this problem.

We use genuine memory cards for maximum reliability. However counterfeit memory cards are commonly found on the internet (and even at some reputable stores!). Counterfeit memory cards may cause data corruption or may not be recognized by CANDURA’s analyzer. Our clients should purchase genuine CANDURA cards directly from the company.

Yes, we provide rental service from 1 week to as long as you need it. Please contact us for rates and availability of rental units.

Yes, the software is backwards compatible, and you can open processed data file from previous versions.
No, V1 must always be used. V1 zero crossing is used to synchronize the data sampling and measure frequency. In the event of an outage on V1 the CANDURA analyzer has an internal digital phase lock loop that simulates the zero crossing until V1 is restored.

In order to record and store a large amount of data continuously, CANDURA analyzers use a proprietary File System to handle reading & writing data to the memory cards. Because of this reason, Windows sometimes might mistakenly identify the card as problematic and ask for ‘Scan and Fix’. Always select ‘Continue without scanning’, as Windows’ own ‘Scan and Fix’ might corrupt the File System header and render the recorded file un-readable.