Our probe is not working properly. How do we get it repaired?

Answer

Sorry to hear you are having issues with your probe.

You will need to contact the Thermoworks Returns and Repairs service group to have a repair case opened and an RMA (Return Merchandise Authorization) sent to you so you can send them the probe.

While your probe is being repaired:

• You will need to enable Disable Auto Sync in the Mobile App the probe was connected to and use manual syncing instead.
• When you start a checklist that requires the probe, you will get a Probe Selection Error message. Tap OK, and start the list.
• When you access a probe item to be completed, you will get a Probe On? message:
  • If the item is not required, tap Skip in the upper right corner. The next item on the checklist appears.
  • If the item is required, tap the back arrow next to the checklist name in the upper left corner. The checklist appears, followed by the Probe Selection Error message, Tap OK, then tap on the next item on the list that is not a probe item.
• When finished, tap Complete in the upper right corner. The list is incomplete message appears. Tap Yes.
• When ready, manually synchronize the data using the Sync function.
• You will not be able to use Timed Logs while the probe is not available.
• You will not be able to use a Reusable List that includes a required probe item (others will continue to work fine).

When your probe is returned:

• Start a checklist that requires the probe to see if the probe connects to the Mobile App.
• Open a probe checklist item to see if you get the reading you expect.
• Enable Auto Sync by disabling the Disable Auto Sync option.
• If your probe is replaced, you will need to connect the new probe to the Mobile App.
• The checklist completion functionality should return to normal.

Related Articles

For more information, see:

• Modifying Mobile App Settings and Running Network Scans (for disabling and enabling Auto Sync)
• Checklists Requiring Digital Probes
• Completing a Checklist Item
• Manually Synchronizing Data
• Connecting a Digital Probe to the Mobile App
• Validating a Digital Probe

If you need help with any of these steps, please do not hesitate to contact the ComplianceMate Support Team.