Troubleshooting Tips and Service FAQ
How can I tell if my AV300 needs service?
The AV300 requires no user adjustments or calibration. It has extensive self-test and self calibration functionality that alerts the user should any problem occur. If the AV300 detects that it cannot operate properly, it automatically turns off the vein display light and displays an alert or fault screen.
Temperature Alert: Alerts appear if you operate the device in an environment that’s too cold (less than 5°C/41° F) or too hot (more than 40°C/104°F). Should a temperature alert occur, simply bring the AV300 back within its operating temperature range.
Fault Message: Other alerts indicate when the battery needs to be charged or replaced. If a fault screen appears, turn the unit off using the round button on the top of the unit. Click the blue button to activate the AV300 vein display. If the fault persists, you should stop using the AV300 and contact AccuVein support via telephone at (816) 997-9400.
Other operational problems: If the AV300 does not project the red vein display, power off the unit with the round button on the top of the unit. Click the blue button to activate the AV300. If the red vein projection isn’t present or the LCD screen is not properly working, you should return the unit to the charging cradle to charge the battery for 2-3 hours. If this does not correct the issue, stop using the AV300 and contact AccuVein support via telephone at (816) 997-9400.
Important Note: The following instructions only apply to units sold and installed in the United States. Please contact your distributor for information about the service process in your location.
How do I get my AV300 serviced?
Easy! If your AV300 is still covered by AccuVein’s Limited Warranty, please call AccuVein support at 816.997.9400. Our support team will help you with the repair process. If your AV300 is no longer covered by the warranty you still may be eligible for out of warranty service. Contact AccuVein support at 816.997.9400 for assistance.
How Quickly Do I Get Up and Running?
All standard AV300s sold in the U.S. include our exclusive “Spare-in- the-air” replacement service. Certain special or custom configurations may carry a different warranty. Once our support team determines that the AV300 requires service, they will arrange to overnight you a loaner unit. If your support call is received by 1PM Eastern Time, the loaner is normally shipped the same day. The support person taking your call will provide you with specific information on the shipment of your loaner unit. For equipment sold outside the United States, please contact your distributor or AccuVein support at (816) 997-9400 for warranty entitlement for your location.
I just received my loaner unit. What do I need to do next?
Simply follow the instructions provided with the loaner unit and return the unit to be repaired in the loaner unit box. A prepaid shipping label is provided for your convenience.
When will my original unit be returned?
Yes. All repairs are performed in a FDA compliant facility and the unit is evaluated, repaired and then tested and calibrated to original factory specifications. Your original unit will typically be returned in 4 to 6 weeks after the original unit is received by AccuVein. The Spare-in-the-air loaner unit is there for you to use while your original unit is with us.
Will the serial number on the unit change?
Since most medical facilities manage their assets by serial number, we’ve designed our warranty process so that the original unit, with the original serial number is returned to you.
Are any other services provided during the repair?
In addition to repairing the unit, it is cleaned and any available software updates are applied. Furthermore, all appropriate hardware updates will also be made.
How do I check the status of my AV300 service request?
You can check the status of your AV300 service by contacting AccuVein support at 816.997.9400. Remember, it can take 4 to 6 weeks to get your original unit back so please wait at least 4 weeks before inquiring.
I just received my repaired AV300 back from service. What do I need to do next?
Once again, simply follow the instructions provided with the unit and return the loaner in the shipping box. A prepaid shipping label is provided for your convenience.
