Support

At Wave Illumination, our relationship with our customer does not end once the order ships. We provide support, technical or otherwise, on a number of levels in order to set our customers up for success. Whether you need help getting started or troubleshooting a challenge, we are always here to help. Here are some of the questions we are often asked.

Can’t find what you’re looking for? We are never far away. If you have any questions or concerns not covered below, please feel welcome to call or email to connect with us. We are always here for our customers, no matter what part of the world you are in. To customize your support experience, fill out our contact form here.

How do I connect the WaveGo to my device?

  1. Ensure Bluetooth is enabled on the phone being used.
  2. Follow instructions in the WaveGo app to connect.

The WaveGo does not appear to be connected to my device.

In order to use the WaveGo, you must:

  • Have an Android device running version 5.0 or later, or a device running iOS.
  • Have a device that is connected to the internet or to data services

Is the button lighting on your WaveGo visible?

  • This lighting is to indicate the power and connection state of the device. Please refer to the product manual for the light scheme.

My cosine corrector is dirty. How can I clean it?

If your cosine corrector appears to be dirty, it may need to be replaced.

Please contact us regarding a Return Material Authorization (RMA) for your unit.

I disassembled my WaveGo. Does my device need to be recalibrated?

Yes.

Please contact us regarding a Return Material Authorization (RMA) for your unit.

There is a loose part inside my WaveGo. My measurement results are strange. What should I do?

Please contact us regarding a Return Material Authorization (RMA) for your unit.

Which smartphones are compatible with the WaveGo?

The WaveGo is currently compatible with:

  • Android smartphones running version 5.0 or later.
  • iOS devices (version compatibility tbc)

 

Where can I find the User Guide?

What does each measurement mean?

Our glossary is updated alongside our app, and this can be found at the base of each page of our website.

How do I download the WaveGo App?

The WaveGo app is available through the Google Play Store here.

The WaveGo app for iOS is available by searching the app store.

If the app is listed as unavailable in your current location, contact the Wave Illumination team.

I am connected but cannot take a measurement.

If you are unable to take a measurement within the WaveGo app, ensure that:

  • The calibration files have been downloaded. Your phone must be connected to the internet before the first use to allow calibration files to be accessed.
  • Your WaveGo is charged and connected, indicated by a steady white light.

What is a dark reference?

A dark reference is a measurement taken with no light reaching the sensor, giving a zero measurement to compare to- similar to zeroing a set of weighing scales.

The spectrum is very noisy.

A noisy spectrum is most likely to be that not enough light is reaching the spectrometer. You may need to increase the amount of light your spectrometer is seeing.

I did not receive my results via email.

In order to receive your results via email, ensure that:

  • Your phone has an email client app installed and that you are signed in to your account.
  • Your phone is connected to the internet or data services, else the results email will be placed in the outbox until an internet or data connection is established.
  • You have chosen which types of data you would like to send via email.
  • You have typed in the correct email address.

How do I take a measurement?

Once your WaveGo device is connected, simply click the ‘Take snapshot’ button.

How do I access the WaveCloud?

Visit the website listed in the quickstart guide, and login using the details you entered when you signed up with us.

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