Troubleshooting
In this article:
This article provides solutions to common issues you may encounter while using the Ongo Vision device and app. By following these troubleshooting steps, you can quickly resolve problems and ensure optimal performance of your semen analysis system.
Device Connection Issues
If you experience difficulties connecting the Ongo Vision device to your smartphone or tablet, try the following:
- Ensure that the USB-C cable is securely connected to both the device and your smartphone or tablet.
- Check that your smartphone or tablet supports USB OTG (On-The-Go) and that this feature is enabled in the device settings.
- Verify that the Ongo Vision app has been granted the necessary permissions, such as access to the device's USB storage.
- Restart the Ongo Vision app and, if necessary, restart your smartphone or tablet.
- If the issue persists, try using a different USB-C cable to rule out any problems with the cable itself.
Battery and Charging Problems
If you encounter issues with battery life or charging, consider the following:
- Ensure that you are using a compatible USB-C charger with the appropriate voltage and current output (5V, ≥1A).
- Check the USB-C cable for any visible damage or wear. Replace the cable if necessary.
- Verify that the USB-C charging port on the Ongo Vision device is free from debris or obstructions.
- If the battery drains quickly, especially in low-temperature conditions, this may be due to the increased energy required for heating the stage. Operate the device within the recommended temperature range (0°C to 30°C or 32°F to 86°F) to minimize battery drain.
- If the battery fails to charge or the device does not power on, contact Customer Support for further assistance.
Sample Analysis Errors
If you encounter errors during sample analysis, such as "DRIFT," "LOW_CELL_NUMBER," "LOW_MOTILITY," or "TOO DENSE," consider the following:
- Ensure that the semen sample is properly diluted according to the recommended concentration range (5-100 million sperm cells/ml).
- Verify that the Ongo slide is correctly inserted and that the chamber is completely filled with the sample (5 μl).
- Allow the sample to settle for a few seconds after filling the chamber to minimize drift.
- Check that the device is placed on a stable, level surface and remains undisturbed during the measurement.
- If the "TOO DENSE" error persists, further dilute the sample to achieve the optimal concentration range.
App Crashes or Freezes
If the Ongo Vision app crashes, freezes, or becomes unresponsive:
If you can't see the temperature at the top bar on the Ongo App, there may be a connection issue between the device and your Android or Windows device. Double-check the cables, switch the Ongo Vision device off and on, and restart the app.
Ongo Vision Heated Stage Temperature - Ensure that you are connecting the device via a USB 3+ communication port. Most newer Android devices have this port, but it's important to verify before using Ongo Vision.
- Force close the app and relaunch it.
- Ensure that your smartphone or tablet meets the minimum system requirements for running the Ongo Vision app.
- Check that you have the latest version of the Ongo Vision app installed. Update the app if necessary.
- If the issue persists, try restarting your smartphone or tablet.
- If the problem continues, contact Customer Support for further assistance.
If you cannot resolve the issue using the troubleshooting steps provided or if you encounter a problem not listed here, please contact our Customer Support team for personalized assistance. Our knowledgeable staff is available to help you diagnose and resolve any issues you may experience with your Ongo Vision device or app.