RapidMatch® XI Device Troubleshooting

Prior to contacting X-Rite support department for instrument problems, try the applicable solution(s) described below. If the condition persists, contact us using one of the methods listed in the Service Information section.

Problem: Instrument not responding.

Cause Solution
Instrument is in power down mode. Press the power button.
Battery pack is very low or bad. Charge the battery.
If battery pack is bad, replace the battery pack.
No battery pack installed. Install batteries or plug in power adapter.
  Reset the instrument from the Settings>Systems & Diagnostics>Systems Information screen.

Problem: Measurement error or results appear inaccurate.

Cause Solution
Material being measured is damaged (e.g. scratched) Obtain new material.
Instrument requires calibration. Refer to the Calibration procedure.

Problem: Calibration procedure fails.

Cause Solution
Calibration reference is dirty or damaged. Clean the reference per procedure in the Calibration section, or replace if damaged.

Problem: Instrument and software not communicating (USB connection).

Cause Solution
Interface cable not connected. Connect the interface cable between the computer and the instrument.
  Close and restart the software application. If this does not work, reboot the computer.
  Reset the instrument from the Settings>Systems & Diagnostics>Systems Information screen.

Problem: Instrument will not measure or calibrate.

Cause Solution
Sensor indicators in the display do not change color. Make sure the light seal is lying flat and not interfering with the pressure sensors on the bottom of the instrument. Refer to the Light Seal Check and Replacement section for information on properly installing a light seal.
Pressure sensors are not working correctly. Put the instrument into targeting mode and place the instrument on a flat surface and then lift. If one or more of the sensor indicators in the display do not change color when lifted, there may be a problem with the pressure sensor. Contact technical support.
Light seal not installed properly or damaged. Refer to the Light Seal Check and Replacement section for information on properly installing a light seal.
 

Problem: No Display

Cause Solution
Instrument is in power down mode. Press the power button.
Battery low Charge the battery.
If battery pack is bad, replace the battery pack.
No power Check power cable and charger..

Problem: Instrument will not measure.

Cause Solution
3 pressure sensor has an problem Check 3 pressure sensor

Problem: Battery low and cannot be charged.

Cause Solution
Check power cable and charger station. Check power cable and charger station.