FAQ
Frequently Asked Questions
If you are experiencing an issue or have a question, please review the FAQ sections below. You can also contact us directly for additional support.
Contact & General Information
How do I contact you directly?
You can contact us by email at info@i-vivo.com. For urgent matters, please call +1 (816) 529-5712. You can also complete this form to provide more details about how we can help.
What are your business hours?
Our business hours are Monday through Friday, 9:00 AM to 5:00 PM PDT.
Do you ship internationally?
Yes. International shipping is available after payment is received in advance. You can learn more by clicking here.
Can you travel to our location to provide training?
Training is currently available online. In-person training may be planned when available.
HMS ERG / ElectroRetinoGraphy FAQ
Notice: HMS ERG Product End of Life
The HMS ERG product has reached End of Life and is no longer being serviced or repaired.
An alternative product is available here: EvoqTechnologies SmartERG R
HMS ERG units sent in for service can no longer be assessed, quoted, repaired, or returned through the previous repair process.
My unit flashes green, then the flashes get faster until the light turns off and the unit never boots up. How do I fix this?
Check that the CF card is inserted properly. If the CF card is inserted correctly and the unit still does not turn on, contact our support team at info@i-vivo.com. We will provide instructions and files to reformat your card.
My electrodes will not stabilize, or there is a lot of noise in my electrodes. How can I fix this?
This can often be resolved by checking electrode placement, especially if your current electrodes are older. Other possible causes include electrical noise from nearby machines, power running through the walls, the location where the ERG is being performed, or the absence of a ground wire coming off the Faraday Cage.
How often should I send my unit in for a CUC, Clean, Update, and Calibration?
We recommend a CUC once per year when possible. At minimum, we recommend sending the unit in for recalibration every two years.
My charger is not charging my HMS ERG. What should I do?
Do not use a charger that is not designed for the HMS ERG, as this may damage the internal circuit board. If the charger is no longer working, contact us and we can send a replacement charger to determine whether the charger is the issue. If the problem is not resolved with a replacement charger, the unit may need to be inspected.
Can the stainless steel electrodes be sterilized?
Yes. Stainless steel electrodes can be sterilized. We recommend using a VHP chamber. Do not use an autoclave, as it may melt the protective coating on the electrodes.
Can I order CF cards from Amazon or other online retailers instead of buying from I-VIVO?
Yes, but we do not recommend it. CF cards must be programmed and loaded with the correct files in order to work properly with the HMS ERG.
Rodent Facemask FAQ
What is the best way to clean the facemasks?
We recommend cleaning the facemasks with simple soap and distilled water.
What is the best way to disinfect the facemasks?
For disinfecting, 70% isopropyl alcohol works well. Biocide may also be used.
What sterilization process can be used without damaging the facemasks?
A VHP chamber can be used for sterilization. UV light may also be used, but it may cause some discoloration.
How do I choose the correct mask size?
Small: Open-eyed pups
Medium: Adult mice to smaller rats
Large: Smaller young rats
Extra-Large: Large or oversized rats
Which side of the mask is for supply gas and which side is for waste gas?
The smaller port is for supply gas. The larger port is for waste gas. This design helps prevent over-pressurization.
What size adapters are supplied with the kit?
The included adapters are 1/8" to 1/4" and 1/8" to 3/8".
Linscan Probe FAQ
Does your company still support the Linscan Probe?
Yes. We still support the Linscan Probe, but we no longer sell it.
I need a new copy of the software, or my software needs to be updated. Who should I contact?
Contact us at info@i-vivo.com. We will ask whether your computer has a 32-bit or 64-bit processor so we can provide the correct software.
My probe is no longer mechanically functioning correctly. Can it still be repaired?
We do not repair the probes ourselves. If your probe has a mechanical issue, it can be sent to Interson for repair. Contact Debbie Green at Interson by email at DGreen@Interson.com. Explain the issue you are experiencing, and she will provide an RMA.