Frequently Asked Questions

Check out the list below for frequently asked questions about our products & services.

If can’t find the answer to your query here, please ask us via our support request.
We’ll also post your question here to help others experiencing the same issue.

Product FAQ

Can I use the same Bridge Key to program the Merlin, Transmitters, Twin Link and the Zen?

Yes, we use the same Universal Bridge Key for all our USB based instruments.

How does the Zen Datalogger log the data?

The Zen Datalogger is a great way to achieve a stand–alone method for data logging. The station can be used as a 16 input stand-alone logger, or as part of a SCADA data highway with backup logging facility. The data will be logged on a 1Gb micro SD card.

What does the ER.FL error message indicate on a Merlin indicator?

This message displays if the programming cable was pulled out before your meter’s configuration was succesfully completed. If you are seeing this message, your meter has not been set. Please follows steps to configure it again.

I can’t get the auto-ranging feature to work on my Merlin/Sentry. Why does the unit show “oVEr” if the display runs out of room instead of adjusting the decimal point?

Make sure the unit has the auto-ranging mode enabled. (It is enabled by default on some modes when using the default scaling, but can be set manually by using custom scaling). If you already have enabled auto-ranging, you can check what type of overflow has occurred by looking at the last decimal point.

  1. If the display shows “oVEr.” with the last decimal point illuminated, the display has reached the internal limit of the display value register. This can happen as a result of improper custom scaling. The largest number the result register can hold is +/-32767 counts. As an example, if you try to scale the 0-10V range to show 0.000 to 40.000 it will overflow at 32.767 (8.2V). To fix this problem, after choosing custom scaling you should lower the number of decimal places so that it is scaled from 0.00 to 40.00 and the unit will operate as normal.
  2. If the display shows “oVEr” without the last decimal point illuminated, the input signal is over range. E.g. trying to put 1.5 V into 1V range input. Use a smaller signal, or a different input range.
Does the Sentry allow both the 0-10V and the 0/4-20mA outputs to be used at the same time?

No. Both outputs will be active but the unit can only load the calibration for one signal type at a time. The other output will have a meaningless output and should not be used.

I've forgotten my programming PIN number. How do I reset it?

All of our products that have front-panel programming buttons are protected against accidental tampering by use of PIN codes. If you don’t know what the PIN code is for your device, start by trying the factory default code, which is ‘1‘.

If this doesn’t work, you can reset your PIN number to ‘1‘ by pressing the Up, Down and P buttons at the same time. (This key combination can be difficult to execute, and you may need several tries to get it right.) You can then re-enter the menu system using the PIN number ‘1‘, and customise the PIN to a number of your choice by following the instructions in the product’s user manual.

Can I book product training?

Yes, we can arrange product training via Skype or webinar. To attend, you’ll need to:

  • Ensure you have a working webcam / mic
  • Use headphones (to prevent feedback)

Please get in touch to enquire about online training.

Software FAQ

Can I log more than 16 channels using the WorkBench software?

No, but you can use a third party software and connect to the Zen through a Modbus port.

How do I connect my device to Define ToolBox?
If your product is compatible with Define ToolBox, you can connect it to your PC using the Bridge Key (sold separately). To do this:

  • Install Define ToolBox first.
  • Connect the compatible product to your PC using the Bridge Key, as shown in the diagram below.
  • Click the green ‘Connect’ button.

If ToolBox cannot detect your device, make sure that all connections between the Bridge Key and your device are secure. The interface cable that connects the programming port on your device to the back of the Bridge Key USB programmer needs to be pushed in all the way to make a connection – this can sometimes require more force than expected.

What are the minimum system requirements to run ToolBox?

Pentium 90 MHz microprocessor or higher. VGA 800×600 monitor. 24 MB RAM for WINDOWS 95, and 32 MB for WINDOWS NT. Operating system: WINDOWS NT 3.51 or later release, or Microsoft Windows 95/98. At least 10 MB of free space on hard disk.

My meter/transmitter is connected to the Toolbox software but nothing changes when I click apply. How do I get the settings to change on the meter?

Make sure everything is connected correctly and all cords are pushed in firmly.

Ensure when you connect, you click the green “Connect” button rather than the orange “Simulate” button. The simulate button is for demonstration purposes and for setting up a meter you do not have physical access to.

General FAQ

How does input signal averaging work?
Input signal averaging is designed to optimise stable measurement, and is a standard feature for all Define Instruments digital panel meters.

For input signal averaging to work correctly, two parameters need to be specified: the Averaging Samples, and the Averaging Window. Averaging Samples specifies the number of samples that will be averaged. Increasing the number of samples will stabilise measurement, but it will also slow down response rates. (A typical value is 4.)

If the change in input exceeds the Averaging Window value it will not average, ensuring fast response when there are large differences between readings. If your input signal contains large noise spikes, you can increase the size of the averaging window to ensure that these are still averaged. However, increasing the window size too far will reduce the ability of the controller to respond quickly to real changes in input signal. Setting the Averaging Window to 0 will give continuous averaging as per the selected averaging samples. A typical value is 10% of your system capacity.

The potentiometer isn't linear, what could be the cause?

In most cases, the linearity error is due to an incorrect application, especially when you connect a potentiometer directly to the analog input of a PLC or of an analog acquisition board.

This is because analog inputs generally have relatively low input impedance (in the range of kohms), and this generates a cursor current in the potentiometer that is higher than that recommended (1 microampere).

The linearity error is directly proportional to the current flowing in the cursor.

What is your returns policy?