AcuGraph has few requirements for successful operation,
and most problems can be solved by checking some simple
items. If you are having a problem, please check on the
following items before calling technical support. This will
help us provide rapid service in the event of more difficult
problems and eliminate excess time spent on problems that
can be quickly and easily solved by users.
Before You Call Tech Support
First, please make sure you have read the applicable sections
of this manual. The instructions in this manual have been
carefully produced and exhaustively tested for accuracy. More
than half the calls to Tech Support are simply because the
AcuGraph user ignored the instructions in this manual. Please
READ and FOLLOW the manual instructions.
The AcuGraph website (www.acugraph.com) contains more
thorough troubleshooting information and answers to
questions, and it is available 24 hours-a-day.
In the following text, common problems are divided into the
following 4 areas:
- Installation Problems
- Problems Setting Up AcuGraph
- Problems Taking Measurements
- Printing Problems
Problems Setting Up AcuGraph:
- Make sure you have followed the installation
instructions in the correct order. You MUST install
the software first, then you MUST install the hardware before launching AcuGraph or you will get
- If you have problems installing AcuGraph, it is safe
to stop the installation and start over.
- Reboot your computer before attempting to install
the software again.
- Before installing, make sure you do not have any
other programs open or running.
- If you are still unable to install your software, please
contact technical support.
- If you are upgrading from AcuGraph 1.0 or 1.1,
please contact technical support for
assistance with upgrading your patient database. If you are upgrading from AcuGraph 2 or 3, your patient database will be updated automatically.
- If AcuGraph gives you an error that there was a
problem connecting to the probe, please verify that
the probe is properly plugged into your USB port.
Then, quit AcuGraph, unplug the USB cable from
the probe controller, wait 5 seconds, and reconnect
the USB cable to the probe controller. Then launch
- If there are other devices connected to the USB port
or ports on your computer, try unplugging these other
- When you plug in your probe, you must make sure
the probe and hand mass are not touching any
conductive surface or each other. If the probe or bar
is in contact with metal at startup, the probe may fail
its internal diagnostics.
For greatest accuracy, it is recommended that you connect
your AcuGraph probe DIRECTLY into your computer’s
USB port, using only the provided black USB cable. Do not
connect your AcuGraph probe through a USB hub, extension
cord, or another USB device (like a keyboard or monitor)
unless absolutely necessary. If your probe is connected
through another device or hub, you may receive a warning
that the measurement voltage is too low.
- When you plug your AcuGraph probe into the USB
port, you should hear the probe make 3 startup tones.
If you do not hear any tones, and you are plugging
directly into your computer, please contact
Problems Taking Measurements:
- If your measurements seem too high, too low, or
erroneous, please re-read the
“Exam” section and make sure you are
following all the recommendations for exam
technique. Keep in mind that some patients measure
very low and some measure very high. This is not
necessarily an error.
- Your AcuGraph probe contains a precision
microprocessor-controlled circuit that automatically
calibrates itself and takes extremely precise readings.
You may find this probe more sensitive than other
equipment, and you should adjust your technique accordingly. A little practice will produce great results.
The AcuGraph probe never needs to be calibrated or
adjusted in any way.
- If you are hearing the probe tones during readings but
seeing nothing on your screen, make sure you are
pausing between readings. A pause of about one
second is necessary for the probe controller to
prepare for the next reading.
AcuGraph supports most laser and ink-jet printers. The
printer you wish to use must be accessible to your computer
by direct connection to your computer or through a network.
Best results are obtained when graphs are printed in color,
and a color printer is therefore recommended.
Before you can print from AcuGraph, you must first install
the driver software supplied with your printer. Please refer to
your printer’s documentation for detailed installation and
- If you are having problems printing, first verify that
your printer is working by attempting to print from
another program. IF YOUR PRINTER WILL NOT
PRINT FROM ANOTHER PROGRAM, YOU
NEED TO CONTACT YOUR PRINTER
MANUFACTURER’S TECHNICAL SUPPORT
DEPARTMENT. Miridia Technology provides
support for the AcuGraph products specifically, and
cannot help with printing problems from other
programs or that are general to the system.
- If you have verified that your printer prints from
another program, and not from AcuGraph, please
hold down the “Shift” and “Control” keys while
selecting Page Setup from the “File” menu. Set whatever settings you wish and try rinting again.
- If your prints are distorted or too large for the paper,
please hold down the “Shift” and “Control” keys while
selecting Page Setup from the “File” menu. Set
whatever settings you wish and try printing again.
- If you have tried the above steps and you still cannot
print properly please contact technical support.