FAQ

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General


How do I get my product repaired or calibrated?
Please supply full details of the fault and your contact details in the online form. For warranty repairs, you will be required to attach proof of purchase and for non-warranty repairs a purchase order for the price of the work to be carried out is requested. Students requiring student warranty repairs must supply their GOC number. A unique RMA number will be generated, which must be displayed on all equipment sent to us and in any communication. Please print the address label and RMA code, attach it to the outside of your parcel and return your equipment to Keeler. We cannot take responsibility for any equipment received without an attached RMA number. We suggest all returns should be insured and sent by recordable delivery as Keeler cannot take responsibility for lost deliveries.
How long will my repair or calibration take?
Most repairs shall be completed within 2 weeks of receiving goods, however during busy periods it may take up to 4 weeks.
How do I get an on-site service or calibration?
We can service and calibrate Pulsair tonometer, slit lamps and Cryomatics on site. If you would like to arrange a visit from a service engineer please contact our Technical Support team on 0800 521251.
Is my product in warranty?
Please see our warranty information to confirm the warranty period for your product. Please note, some form of proof of purchase is required to confirm warranty claims.
What’s covered in my warranty?
Warranty covers repair or replacement of any faults caused by manufacturing defects during the warranty period. It does not cover accidental damage or damage from product misuse. Please see Warranty Information for further details.
How much will my out of warranty repair/ service/ calibration cost?
Please see our fixed price list for repair, service and calibration costs.

Troubleshooting - Keeler Symphony Slit Lamp


Troubleshooting
Visit the Keeler Symphony website to find support.

Troubleshooting – Keeler Portable Slit Lamp


Bulb is not illuminating
Ensure that the dimmer switch on the front of the PSL is turned to Max. Confirm that the battery is charged, if necessary plug the power supply directly in to the base of the PSL. If there is still no illumination, the bulb may require changing. Bulbs are available to purchase from the Keeler website. If there is still no illumination, please return your PSL to Keeler for a Standard Repair.
There is a crack or chip when looking through the viewfinder
The illumination prism has been damaged. Please return your PSL to Keeler for an Optical Replacement Service.
There is double vision when looking through the viewfinder
The optics have become misaligned. Please return your PSL to Keeler for an Optical Replacement Service.

Troubleshooting – Pulsair intelliPuff Tonometer


The IntelliPuff is hard to fire
Clean the front puff tube lens according to the instructions in the operating manual. If this does not resolve the problem, return your Intellipuff to Keeler for a Pulsair Intellipuff Repair and Calibration or arrange for a Service Engineer visit.
The IntelliPuff won’t fire
Please return your Intellipuff to Keeler for a Pulsair Intellipuff Repair and Calibration or arrange for a Service Engineer visit.
The pump is not starting
Remove the Intellipuff handle from the base unit and ensure that the white button on the base underneath where the handle sits is free to move up and down. If the button is compressed, the pump will not start. If the button is free to move up and down and the pump will still not start, please return your Intellipuff to Keeler for a Pulsair Intellipuff Repair and Calibration or arrange for a Service Engineer visit.
The pump is noisy
Please return your Intellipuff to Keeler for a Pulsair Intellipuff Repair and Calibration or arrange for a Service Engineer visit.
ER message appearing on screen
There may be an air leak in the Intellipuff. Please return your Intellipuff to Keeler for a Pulsair Intellipuff Repair and Calibration or arrange for a Service Engineer visit.

Troubleshooting – Pulsair EasyEye Tonometer


The Easyeye is hard to fire
Clean the front puff tube lens according to the instructions in the operating manual. If this does not resolve the problem, return your Easyeye to Keeler for a Pulsair Easyeye Repair and Calibration or arrange for a Service Engineer visit.
The Easyeye will not fire
Check to see if a red light is present through the front lens. If this is not present, the bulb may require changing. Bulbs are available to purchase from the Keeler website. If the red light is present but the Easyeye will still not fire, please return your Easyeye to Keeler for a Pulsair Easyeye Repair and Calibration or arrange for a Service Engineer visit.
The pump is noisy
Please return your Easyeye to Keeler for a Pulsair Easyeye Repair and Calibration or arrange for a Service Engineer visit.
ER message appearing on screen
There may be an air leak in the Easyeye. Please return your Easyeye to Keeler for a Pulsair Easyeye Repair and Calibration or arrange for a Service Engineer visit.

Troubleshooting - Pulsair Desktop Tonometer


The Desktop is hard to fire / will not fire
Ensure that the Red LED is on and that the target cross is sharp when simulating a puff using the Clear/ Demo button. If the Desktop is still difficult to fire/ not firing, clean the front puff tube lens according to the instructions in the operating manual. If this does not resolve the problem, return your Desktop to Keeler for a Pulsair Desktop Repair and Calibration or arrange for a Service Engineer visit.
Screen has gone white/ picture is pixilated
Reset the contrast dial underneath the screen. If this does not resolve the problem, return your Desktop to Keeler for a Pulsair Desktop Repair and Calibration or arrange for a Service Engineer visit.
Screen has gone black/ green / showing lines
Return your Desktop to Keeler for a Pulsair Desktop Repair and Calibration or arrange for a Service Engineer visit.
Repeatedly showing ERROR message, >25 READ AGAIN message or <25 READ AGAIN message when taking readings on human eye
Ensure that there is not excessive light in the room. If this does not resolve the problem, return your Desktop to Keeler for a Pulsair Desktop Repair and Calibration or arrange for a Service Engineer visit.

Troubleshooting - Indirect Ophthalmoscopes


Double vision when looking through viewfinder
The optics have been damaged. Please return your indirect to Keeler for an optical repair.
The light is not turning on
Ensure the battery is charged on the indirect. The bulb may need to be changed. Bulbs are available to purchase on the Keeler website. If changing the bulb does not resolve your problem, please return your Indirect to Keeler for an Indirect Basic Repair.
The headband is broken
Please return your Indirect to Keeler for an Indirect Basic Repair.
There is a rattling when the indirect is shaken
Some parts may have come loose in the optical head. Please return your Indirect to Keeler for an Optical Repair.

Troubleshooting - Direct Ophthalmoscopes


The battery is not working anymore
If possible, try your battery in a different handle or a different battery in your handle to confirm that it is your battery that is broken. New slimline batteries are available to purchase on the Keeler website.
The handle is not charging/ losing power quickly
Send us your handle for a Handle Replacement Service. We will change your handle, end cap and battery to ensure it is all fully working.
The light is dull/not turning on
Ensure that the handle is charged/ has fresh batteries. The bulb may require changing. New bulbs are available to buy on the Keeler website. If that doesn’t solve the problem you may require a new handle, please send us your handle for a handle replacement service.

Troubleshooting - Volk Lenses


Lens has become loose from flange
Please send your lens and flange to Keeler for a Volk Lens Refitting
Lens is damaged
Please send your lens to Keeler for a Volk Lens Repair.

Troubleshooting - Keeler Applanation Tonometer


Troubleshooting
Visit the Keeler Symphony website to find support

Troubleshooting - Cryomatic Cryo Console, Cryomaster Console