Frequently Asked Questions
Your laser and IPL knowledge base, if you can’t find an answer to your question get in touch with the GoLaser team.
GOLASER
General Questions
We mainly specialise in Candela, Ellipse, Alma and Asclepion laser machines.
Candela devices covered include:
– GentleMax Pro
– GentleYag Pro U
– GentleLase Pro U
– GentleMax
– GentleYag
– GentleLase
– Mini GentleYag
– Mini GentleLase
– Nordlys
– Sirius
Ellipse devices covered include:
– Nordlys
– Sirius
– MultiFlex+
– SPT+
– I2PL+
– MicroLight
– SPT
– PPT
– Light
– All IPL applicators
Alma devices covered include:
– Soprano XL
– Soprano XLi
– Soprano ICE
– Soprano Platinum
– Soprano Titanium
Asclepion devices covered include:
– Mediostar
– More coming soon
Get in touch for more information.
Depending on your laser device type, servicing should take from 2 to 4 hours. this includes extensive testing once the servicing has been carried out to ensure your laser is working optimally.
GOLASER
Candela Related Questions
A repair will usually involve the following:
– HVPS Power Supply replacement (High Voltage Power Supply)
– Cpu board replacement
– Capacitor replacement
– System preventative maintenance
– LCD screen replacement
– DI filter and particle filter – replacement
– Heater module repair
– Laser head rebuild / replacement
– Alexandrite rod replacement
– Nd-Yag rod replacement
– Laser rail alignment
– Water pump repair or replacement
– Water flow sensor repair or replacement
– Water leak repair
– Cal port window replacement
– Flashlamp replacement
– Laser flow tube replacement
– User button interface repair/ replacement
Visit our Candela repair and refurbishment page for more information.
Candela devices covered by GoLaser include:
– GentleMax Pro
– GentleYag Pro U
– GentleLase Pro U
– GentleMax
– GentleYag
– GentleLase
– Mini GentleYag
– Mini GentleLase
– Nordlys
– Sirius
Warning 10.2
The delivery system is disconnected while in the Ready state.
– Disconnect and reinstall the electrical cable of the delivery system.
– Replace the delivery system.
If the problem persists, contact GoLaser.
Warning 10.3
The slider attachment is removed while in the Ready state.
– Reinstall the slider attachment and calibrate the laser system.
Warning 10.4
Fiber is not detected while in the Ready state.
– Disconnect fiber cable from the laser system and reinstall.
– Replace the fiber cable.
If the problem persists, contact GoLaser.
Warning 17
Warning – Handpiece Bubble.
Problem: Bubbles are detected in the handpiece. Bubbles need to be purged out of the cryogen fluid lines. The Cryogen canister is empty, or lines are obstructed.
Solution:
– Press and hold the purge button to purge bubbles out of the cryogen line.
– Check the canister level to see if it is empty. Replace the canister if needed.
– If the canister is full, remove it and then reinstall it. Select the purge button to ensure the flow of cryogen from the handpiece.
– Handpiece may be overheated. Allow 10 minutes to cool, then select the purge button and try again.
If the problem persists, contact GoLaser.
Fault 1.1
Handpiece Bubble Circuit – Handpiece bubble circuit test did not detect a change in the signal. Replace the cryogen and purge. If the problem persists, contact GoLaser.
Fault 1.2
Canister Bubble Circuit – The canister bubble circuit test did not detect a change in the signal. Replace the cryogen and purge. If the problem persists, contact GoLaser.
Fault 3.1
Shutter – The shutter is not in the correct state when checked. It does not respond to actuation to the correct state. Turn off the laser for 30 seconds and then restart the system. If the problem persists, contact GoLaser.
Fault 4.2
Power Supply Communication – Turn off the laser for 30 seconds and then restart the system. If the problem persists, contact GoLaser.
Fault 5.1
Power Supply Tolerance – Turn off the laser for 30 seconds and then restart the system. If the problem persists, contact GoLaser.
Fault 5.2
Power Supply Charge – Turn off the laser for 30 seconds and then restart the system. If the problem persists, contact GoLaser.
Fault 5.3
Discharge Error – High voltage dump circuit test failed. Turn off the laser for 30 seconds and then restart the system. If the problem persists, contact GoLaser.
Fault 5.4
Power Supply Charging Rate – Turn off the laser for 30 seconds and then restart the system If the problem persists, contact GoLaser.
Fault 6.1
Calibration – The laser system failed to find threshold HD energy within normal voltage or the laser system failed to find Max HD energy within 60 pulses. It may be caused by:
– Laser system mobility shocks may have shifted the laser head out of alignment.
– Aging laser head or laser head components.
Calibrate the laser system. If the problem persists, contact GoLaser.
Fault 6.5
Call port switch fault – Calport redundant switches indicate different states for longer than 1 second. Reinsert the handpiece in calport. If the problem persists, contact GoLaser service.
Fault 7.1
DI Water Low Temperature – Distilled or DI water is under temperature. Put the laser on Standby and allow sufficient time for the system to warm up. Verify the laser room environment and temperature meet the specification requirement. Verify the water level is correct. Turn off the laser for 30 seconds and then restart the system. If the problem persists, contact GoLaser.
Fault 7.2
Fluid High Temperature – Distilled or DI water is over-temperature. The room temperature may be too hot. Turn off the laser system and allow sufficient time for the laser system to cool down.
– Check the Distilled or DI water level (the reservoir should be filled with Distilled or DI water). Refill the reservoir if needed.
– Verify the laser room environment and temperature meet the
Specifications.
– Verify the laser system is more than 12 inches (305 mm) from the wall.
– Turn off the laser system for 30 seconds and then restart the laser system.
Fault 7.3
Fluid Flow – Check your device’s water tank and the level of the water in the tank. The water level should be just under the lip, top-up water takes to this level if it is a little low. Your machine MUST cool down before water is added. Turn the machine off for 30 minutes prior to adding water.
Use distilled water to refill ONLY, not demineralised.
Fault 7.4
Fluid Temperature Sensor – Temperature sensor fault (sensor circuit open or shorted).
– Turn off the laser system and allow sufficient time for the laser system to cool down.
– Check the Distilled or DI water level (the reservoir should be filled with Distilled or DI water). Refill the reservoir if needed.
– Check for Distilled or DI water leaks underneath the laser system. If a water leak is present, contact GoLaser.
Fault 7.5
Fluid Level Low – Distilled or DI water level is low. Fill the reservoir with Distilled or DI water.
Fault 8.1
Cryogen counter on ‘0’ – Reset the counter by pressing and holding down the cryogen counter button on your screen. If the symptom persists: Take out the canister, and shake it to see if it has gas in it or not. – replace with a new one. Allow to warm up and try again. If the problem persists, contact GoLaser.
Fault 8.2
DCD Canister High Pressure – Faulty pressure sensor or overheated DCD canister. Cryogen Canister may have been heated at a rapid rate causing excess pressure within the canister and causing this fault. Replace the canister and allow the device to heat up the canister and try again.
Fault 8.3
Handpiece DCD Valve – DCD valve fault. Replace the delivery system. If the problem persists, contact GoLaser.
Fault 8.4
DCD Canister Temperature Sensor – Turn off the laser system, allow it to cool down, and then restart the laser system. If the problem persists, contact GoLaser.
Fault 9.1
Fluid Warm Up – DI temperature is not in the normal range after 60 minutes. Turn off the laser system for 30 seconds and then restart the laser machine. If the problem persists, contact GoLaser.
Fault 9.2
DCD Canister Warm Up – DCD pressure is not in the normal range after 60 minutes. Turn off the laser system for 30 seconds and then restart the laser machine. If the problem persists, contact GoLaser.
Fault 10.1
Slider Attachment Not Recognized – Reinstall the slider attachment or insert a different size slider attachment. Remove the handpiece from the device and reconnect it, set the spot size, calibrate, and try again. If the problem persists, contact GoLaser.
Fault 10.4
Remove fibre from the machine and re-insert it, making sure there is nothing in the way or stopping it from going all the way in. You may need to do this a couple of times.
Calibrate & Pulse, this should clear your fault.
Fault 10.5
The slider button on your handpiece may be broken. Test this by gently wiggling the fibre back and forth to see if it is loose or holding in place.
If it is loose, your handpiece will need to be repaired to clear this fault.
Fault 12.1
Low Energy – The laser head energy of the last treatment pulse is low. Calibrate the laser system. If the problem persists, contact GoLaser.
Fault 12.2
High Energy – The laser head energy of the last treatment pulse is high. Calibrate the laser system. If the problem persists, contact GoLaser.
Fault 12.3
Max Energy Exceeded – The laser head energy of the last treatment pulse is greater than the maximum allowed. Clean or replace the handpiece window. Clean or replace the slider attachment window. If the problem persists, contact GoLaser.
Fault 12.4
Energy Not Balanced – Laser head energy is not balanced between each sub-pulse. Calibrate the laser system. If the problem persists, contact GoLaser.
Fault 13.1
Finger switch – Your trigger button may not have been pressed directly in the middle.
Press the trigger firmly in the middle to see if it is happening again. Change to the footswitch. Change delivery system.
Fault 13.2
Redundant footswitches indicate different states for greater than 1 second – Make sure the footswitch cable is not compressed. Change to the finger switch. If the problem persists, contact GoLaser.
Fault 13.3
Finger switch – finger switch is stuck “On” while going into the Ready state for longer than 10 seconds. Change to the footswitch. Change delivery system.
Fault 13.4
Footswitch – Footswitch is stuck “On” while going into the Ready state for longer than 10 seconds. Make sure the footswitch cable is not compressed. Change to the finger switch. If the problem persists, contact GoLaser.
Fault 14.1
755 nm Simmer Fault – Simmer circuit fault. Calibrate the laser system. If the problem persists, contact GoLaser.
Fault 14.2
1064 nm Simmer Fault – Simmer circuit fault. Calibrate the laser system. If the problem persists, contact GoLaser.
Fault 15.1
Delivery System Transmission Low – Low transmission, may be caused by: a dirty or damaged slider attachment window or handpiece window, incorrect windows installed, a worn delivery system, or a slider attachment not installed.
Calibrate the laser system after trying each of the following solutions:
– Clean or replace the handpiece window.
– Clean or replace the slider attachment window.
– Try another slider attachment (the same size, if available).
– Replace the fibre cable.
If the problem persists, contact GoLaser.
Fault 15.2
Delivery System Transmission High – Calibrate the laser system. If the problem persists, contact GoLaser.
Fault 18.1
Energy Circuit – Energy circuit calibration fault. Contact GoLaser.
Fault 18.2
Fluid Circuit – DI circuit calibration fault. Contact GoLaser.
Fault 18.3
DCD Circuit – DCD circuit calibration fault. Contact GoLaser.
Fault 19.4
Laser Head Power – Calibrate the laser system. If the problem persists, contact GoLaser.
Fault 19.5
Discharge Error. Turn off the laser system for 30 seconds and then restart the laser system. If the problem persists, contact GoLaser.
Candela Lasers call their error codes, fault codes but it is all the same in the end – the system or handpiece is clearly malfunctioning. Sometimes you can simply retry the procedure you were attempting and it will work correctly and in some cases, it just won’t work.
GoLaser can help. We offer free troubleshooting over the phone if your issue can be quickly resolved. When that is not possible, we can assist by providing a no-obligation quote to repair your Candela Laser. Get in touch to learn more.
The Candela GentleMAX Pro is Candela’s most premium laser and represents one of the best lasers on the market. The Gentle Pro Series is the gold standard for laser hair removal for all Fitzpatrick skin types. This makes it appropriate for effective hair removal and skin treatments.
With a spot size range of 20/22/24mm this laser is the fastest and most efficient dual laser hair removal treatment device on the market.
It is a dual wavelength laser platform that combines the fastest and most powerful 755 nm Alexandrite laser with an equally powerful 1064 nm Nd:YAG laser for high-performance treatment capabilities in terms of speed, efficacy, ease-of-use, performance, safety and patient satisfaction.
GOLASER
Ellipse Related Questions
Ellipse devices covered by GoLaser include:
– Nordlys
– Sirius
– MultiFlex+
– SPT+
– I2PL+
– MicroLight
– SPT
– PPT
– Light
– All IPL applicators
The flash lamp in the unique Ellipse IPL system produces light that is carefully filtered in two ways to ensure that only light with the correct characteristics (wavelengths) is allowed to reach your skin.
The light that is allowed through has been chosen because it is the sort that two natural body substances respond to. Age spots contain a substance called melanin, and diffused redness contains a substance called haemoglobin. When cells containing a lot of melanin or haemoglobin are hit with the right type of light, they heat up and are destroyed within a few thousandths of one second.
The Ellipse Intense Pulsed Light is a second-generation Intense Pulsed Light system which is clinically proven safe and effectively used for permanent hair reduction.
It works by the visible light source used in this procedure being attracted to melanin, which is found in hair. Because there is more melanin found in darker hair the darker the hair is, the more effective the treatment. The applicator is pressed onto the skin and the light energy is absorbed into the hair causing a heat reaction to destroy the follicle, which is practically pain-free in contrast to many other laser treatments.
GOLASER
Alma Related Questions
Typical Alma Error repairs include:
– HVPS Power supply replacement
– MEG 50 power supply replacement
– MEG 150 power supply replacement
– Vicor power supply replacement
– Lambda power supply replacement
– Cpu board replacement
– Capacitor replacement
– System preventative maintenance
– LCD screen replacement
– DI Filters
– Heater module
– Diode handpiece repair
– Water pump repair or replacement
– Water flow sensor repair or replacement
– Water leak repair
– Flashlamp replacement
– User button interface repair/ replacement
Visit our Alma repair and refurbishment page for more.
Typical Alma Error codes include:
– iButton inc failed
– rs232 CS error
– rs232 WD error
– connect interlock
– FlowSw error
– date time error
– water level low
– driver error laser off
– driver error overtemp
– driver error over curr
– Head error ibutton failed
– Head error VB1=0 VB2=0
– save data error
– FlowSw OFF error
Alma devices covered include:
– Soprano XL
– Soprano XLi
– Soprano ICE
– Soprano Platinum
– Soprano Titanium
AN ALL-IN-ONE, MULTI PACKAGE, MULTIPLE MODES: SHR™, SHR™ STACK & HR,
Soprano ice offers you multiple treatments methods:
In-Motion™ SHR Stack and Stationery, to accommodate the varying needs of your practice.
The Alma Soprano ICE is the most complete and effective laser hair removal solution available today.
By incorporating multiple laser wavelengths and technologies, Soprano ICE allows practitioners to treat the widest range of patients and hair types all year round, administer treatments quickly and comfortably and achieve the best possible clinical results.
GOLASER
Asclepion Related Questions
We provide a wide array of servicing and repair choices for MeDioStar laser devices. Following the manufacturer’s suggested service timetable upholds the secure functioning of your equipment. Our service and refurbishment offerings can revatilise your MeDioStar device or applicator, resolving any concerns and making improvements where needed.
We purchase Asclepion devices in all conditions, and we’ve simplified the selling process to make it as easy as can be. To get started, just complete our ‘selling your device’ form. Then, one of our team members will reach out to you ASAP for a discussion about your device and to guide you through the next steps.
With so many devices to choose from, choosing the right Asclepion device for your clinic or practice can be difficult. At GoLaser we understand how important it is for you to choose the right device for you. As specialists in ensuring the perfect clinic-device match, we are well-equipped to provide guidance on selecting the ideal equipment that suits the services you provide in your clinic or practice. Don’t hesitate to contact us and talk to one of our team members.
We can refurbish any Asclepion applicator. Parts we replace during our refurbishment process include diode stacks, plastic shells, sapphire windows, light guides, O-rings, water tubings, and umbilical cables.
GOLASER
Handpiece & Applicator Related Questions
Laser handpiece repair and refurbishment offers a budget-friendly alternative to acquiring a new handpiece while restoring your existing one to like-new performance. This can potentially lead to significant cost savings, up to thousands of pounds. Our comprehensive services rejuvenate your original handpiece, using high-quality replacement components and thorough testing procedures.
Our handpiece refurbishment services cover a broad range of issues, from challenges with applicator recognition to concerns like cracked flash lamps, burnt diode stacks, damaged glass light guides, broken outer shells, cooling system malfunctions, poor treatment outcomes, and empty shot dongles.
The first stage in a laser handpiece repair is the initial assessment to determine the extent of the damage, then the disassembly to get to the internal components. Then, it will be cleaned and inspected, and once that has occurred it will be reassembled with any new or repaired parts. Finally it will be tested, calibrated and then have its final inspection to ensure its working as expected.
GOLASER
Laser Device Related Questions
It is essential because you want to keep your equipment operating at the highest possible standard to ensure its longevity, and to maximise your investment. It’s important to have regular maintenance on your equipment. We can also test your equipment to ensure it is performing to OEM specifications.
GoLaser service contracts offer a 12-month agreement term with no labour or travel fees, discounted repair parts, unlimited technical phone support, and unlimited service call visits. Additionally, you receive one annual preventative maintenance service, ensuring priority placement and comprehensive coverage for your laser equipment while minimising downtime and repair costs.
We offer a range of options for you and your clinic, such as service contracts, flash lamps replacement, laser calibration, preventive maintenance, laser and IPL device repairs, applicator repair and refurbishment, telephone support and professional service report. Don’t hesitate to contact us, regarding any questions you may have.
Most laser devices need two services per year, however the frequency can depend on the type of laser device. We advise you to follow the manufacturer’s recommendations in order to determine the optimal service schedule for your specific laser device. For the IPL device, we recommend servicing once a year at a minimum, however, the frequency may vary based on usage and manufacturer recommendations. Consult our expert service team for advice on the best practises to follow and tailored recommendations for your laser and IPL devices.
Some signs that your device may need repair include decreased performance, error messages, unusual noises, or inconsistent results. If you notice any of these issues, it’s essential you have the handpiece repaired before commencing further treatments. Our dedicated service team is readily available to provide additional guidance or schedule a comprehensive evaluation of your device. It is advisable to follow the manufacturer’s recommended service schedule to maximise the longevity and ensure the safest operation of your device.
The GoLaser Way
Expert engineers with years of experience working with a wide range of laser devices.
High-quality parts and equipment to ensure that your Laser or IPL device is functioning optimally.
Comprehensive maintenance, repairs, and upgrades to keep your laser or IPL device running at peak performance.
Fast turnaround times and competitive pricing.
Personalised service tailored to your clinic’s specific needs and requirements.
