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?

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

In order to use the WaveGo, you must:

  • Have an Android device that is On The Go (OTG) capable
  • Have a device that is connected to the internet or to data services
  • Have an On The Go (OTG) capable cable to connect the WaveGo to your device

Is the LED indicator light on your WaveGo visible?

  • This indicator signals that the WaveGo is receiving power from your smartphone.
  • If there is no orange LED light coming from your WaveGo, your WaveGo is not receiving power.
  • Ensure that the red end of the cable included with your WaveGo is plugged in to your smartphone.

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 removed my cosine corrector. Does my WaveGo 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.

I cannot plug the cable included with the WaveGo into my smartphone.

At this time, WaveGo is only compatible with Android smartphones.

If your Android phone uses a USB-C port, you will need:

  • An adapter that is On The Go (OTG) capable to connect your smartphone to the WaveGo.

While we are currently working diligently to mitigate this extra step for our customers, Micro USB to USB-C converters are currently available on Amazon. Wave Illumination tested brands include:

  • CHOETECH

If you are using a cable that was not included in your WaveGo kit, it may not be On The Go (OTG) capable. If using a different cable, ensure that it is OTG capable by consulting its product documentation.

How do I download the WaveGo App?

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

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

The Take New Measurment button does not appear.

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 receiving power from your smartphone, indicated by an orange LED light on the WaveGo.

 

If this issue persists, it may be because your calibration files are not available on the Wave server. If you suspect that this may be your issue because you are using an Ocean Optics spectrometer with the WaveGo app, then contact Ocean Optics for details on how to use the app with an existing compatible spectrometer.

How do I take an initial dark reference?

When connecting the WaveGo to your smartphone, you may be prompted to take a dark reference.

Before taking the dark reference, ensure that the black cap, included in your WaveGo kit, is covering the spectrometer.

You can remove the black cap once you are returned to the main measurement screen.

The spectrum is very noisy.

A noisy spectrum could be the result of several issues:

  • Not enough light is reaching the spectrometer. You may need to increase the amount of light your spectrometer is seeing.
  • Your dark calibration reference is incorrect. You may need to redo your dark measurement within the main measurement menu page, ensuring that the cap is properly in place during the dark reference.

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?

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