Question 1

Does Hygiena offer training for their products?

Accepted Answer

Yes, Hygiena offers various training resources, including online materials at our Learning Center. You can also request training from our Customer Success team by emailing training@hygiena.com.

Question 2

Where can I find the Safety Data Sheet (SDS) or technical information for a specific swab/media?

Accepted Answer

SDSs and technical data sheets for our sample collection products are available through our website’s document library here.

Question 3

Where can I find the user manual for my instrument?

Accepted Answer

User manuals are available on the Hygiena product pages:
- EnSURE Touch Manual
- SystemSURE Plus Manual

Question 4

How can I get a quote for swabs, a new instrument, or a service?

Accepted Answer

Contact Hygiena Sales or your local distributor. Provide the details of the products or services you are interested in.

Question 5

How do I send my instrument in for repair or calibration, and can I get a loaner unit?

Accepted Answer

Contact Hygiena Technical Support or your local distributor. They verify if it is a problem that is fixable at the customer site or if it needs a repair service. They will provide a ticket number, shipping instructions, and information about loaner unit availability and costs for repairs and calibration services.

Question 6

I’m getting a “light leakage into the chamber” message.

Accepted Answer

Ensure the lid is fully closed and the bottom chamber plug is properly tightened. Clean the chamber per the user manual. If the error continues, contact Tech Support.

Question 7

My EnSURE / SystemSURE keeps asking to reset date/time.

Accepted Answer

This usually indicates a poor battery connection. Replace the battery. If unresolved, contact Tech Support.

Question 8

My EnSURE Touch battery drains quickly or won’t hold a charge.

Accepted Answer

This could be due to an old battery or a power management issue. Go to Settings > General > Display and Power Off. Set brightness to 40% and screen timeout to under 5 minutes. If the issue persists, the battery may need replacement, or the unit may require service. Contact Hygiena Tech Support.

Question 9

My EnSURE Touch is stuck in a boot loop (keeps restarting).

Accepted Answer

Confirm the charger and outlet are working. Avoid USB charging and use a wall outlet instead. Charge for 10 minutes, then, while still connected, hold the power button for 15 seconds. If unresolved, contact Hygiena Tech Support.

Question 10

My EnSURE Touch screen is unresponsive, cracked, flickering, or blank.

Accepted Answer

For unresponsiveness, try a reset (Confirm the charger and outlet are working. Charge for 10 minutes, then, while still connected, hold the power button for 15 seconds.). Flickering may be caused by RF interference (e.g., walkie talkies, large machinery), once the instrument is removed from the influence of the RF and the reset is done, the screen should go back to normal. If the issue continue, contact Tech Support for potential repair.

Question 11

My instrument (EnSURE Touch / SystemSURE Plus / EnSURE) won’t turn on, even after charging or changing batteries. What should I do?

Accepted Answer

EnSURE Touch: Ensure the charger is functioning and properly connected. Avoid charging via USB ports—use a wall outlet instead, as some Windows settings may prevent charging through USB. Once confirmed, charge the instrument for 10 minutes. While still connected, hold the power button for 15 seconds or until the instrument powers on. If it doesn’t, contact Hygiena Tech Support at techsupport@hygiena.com. 
EnSURE / SystemSURE Plus: Try removing and reinserting the battery. If it still doesn’t power on, the instrument may need service. Contact Technical Support.

Question 12

My instrument displays an error code (e.g., E6, E8).

Accepted Answer

Restart the device and change the battery. If the error persists, contact Hygiena Tech Support for further assistance.

Question 13

My instrument only works when plugged in.

Accepted Answer

The battery may need replacement or service. Contact Hygiena Technical Support.

Question 14

My instrument reads consistently 0 RLU or extremely high readings.

Accepted Answer

Avoid swabbing visibly dirty surfaces—excess organic matter can overload the swab, leading to inaccurate readings. Clean the chamber thoroughly. If the issue persists, contact Support.

Question 15

The “OK” button or other buttons on my SystemSURE Plus aren’t working.

Accepted Answer

Try restarting the device. If the issue persists, the unit likely requires repair. Contact Technical Support.

Question 16

The lid/hatch seems broken (e.g., broken pin, doesn’t detect closure).

Accepted Answer

This can usually be repaired. Avoid forcing the lid to prevent further damage. Note: EnSURE luminometers were discontinued in 2023, and repairs will only be available through August 2025.

Question 17

How do I clean the read chamber?

Accepted Answer

One of the unique design features of EnSURE® Touch is the ability to easily access the read chamber for cleaning. Hygiena instruments are among the few that include this important feature. While proper use should prevent contamination, user error or environmental conditions can lead to a contaminated read chamber.
Materials Required:

Cleaning cloth
Distilled or deionized water
70% isopropyl alcohol
Cotton swabs
Hex key or any tool compatible with opening the bottom cap

Cleaning Steps:

Power off the EnSURE Touch by holding the power button for at least 1 second. Select “Power Off” when prompted.
If your device has a Protective Cover, remove it by prying it from the bottom up. Wipe it with a cloth dampened in 70% isopropyl alcohol and set aside to dry.
Remove the chamber cap at the bottom using the supplied hex key (or a flathead screwdriver or coin). This will expose the read chamber.
Dampen a cotton swab with distilled water or alcohol and gently clean inside the chamber.
Use a second swab to clean the chamber from the opposite side.
Wipe the surrounding surfaces with a cloth dampened in water or alcohol.
Allow all parts to dry completely.
Reinstall the chamber cap and tighten until flush. Do not overtighten.
Reinstall the Protective Cover by inserting the top portion first.
Power on the device by pressing the power button once.

Question 18

How do I deactivate Training Mode?

Accepted Answer

On the instrument, go to Settings > Training Mode and toggle it off.

Question 19

How do I perform a factory reset?

Accepted Answer

Factory resetting the EnSURE Touch will revert it to default settings and erase all stored data. It is recommended to sync all data to SureTrend Cloud before proceeding otherwise the non-synced data will be lost.
Steps:

From the Home screen, tap Settings.
Select General.
Tap Factory Reset.
Tap Factory Reset Now.
Tap OK to confirm.

Question 20

How do I update the software on my EnSURE Touch?

Accepted Answer

Connect your EnSURE Touch to a stable Wi-Fi network. Go to Settings > Updates > EnSURE Touch and follow the on-screen prompts. Ensure the battery is sufficiently charged before starting the update.

Question 21

How often is the software updated and how do I check for updates?

Accepted Answer

Frequency: Every 2 weeks 
Requirements:

Internet connection (registration to SureTrend Cloud is not required)
If connected to the internet, the system will automatically prompt you to update. 
To manually update: Go to Settings > Updates > EnSURE Touch > Download & Install

Question 22

How do I request an annual calibration service for my instrument?

Accepted Answer

Contact Hygiena Technical Support or your local distributor. They will provide instructions on how to send in your unit, the associated costs, and information about loaner unit availability.

Question 23

How often do I need to get my instrument calibrated?

Accepted Answer

Our luminometers do not require regular calibration, as our sensors use a technology that doesn’t decay over time. For auditing purposes, we offer a calibration service at a cost and provide a calibration verification app on your instrument. The frequency of the calibration service or calibration verification should be defined by your internal quality procedures or auditing requirements.

Question 24

My CalCheck light is red. What does it mean?

Accepted Answer

A red CalCheck light usually indicates that the battery needs to be replaced. Follow the instructions below.

There is a cover on the top side of the CalCheck. Gently pop it off without twisting it, as it cuffs around the rod and may stretch or break.
Remove the current CR1025 lithium coin battery and insert a new one. Use a reliable, name-brand battery to ensure a proper 3V output.
Slightly pinch the battery terminals before inserting the new battery to ensure a secure connection.
Make sure the battery is inserted correctly, with the “+” side facing up.
If inserted incorrectly or if contact is poor, the light will not activate when pressed.
Align the notch inside the cover to face upward (toward the button end of the CalCheck) and gently press it into place.
Press the top button. If the battery is correctly installed, the green light should be activated.

Question 25

My instrument failed its calibration check (positive or negative control). What steps can I take?

Accepted Answer

Negative Control Fail: Ensure the chamber is completely empty and clean. Make sure the lid is fully closed and there’s nothing obstructing it. Also, verify that the plug at the bottom of the instrument is properly tightened.
Positive Control Fail: Ensure you are using the correct calibration device for your instrument. Make sure the CalCheck rod is recently activated and inserted correctly (light on top). Check the CalCheck’s expiration date and battery. Clean the instrument’s read chamber and ensure the bottom plug is secure. If failures persist after these steps, contact Hygiena Tech Support at techsupport@hygiena.com.

Question 26

Can I bulk edit locations?

Accepted Answer

Yes, but bulk editing is a premium feature. You can only edit common attributes between selected locations (e.g., device type, upper and lower limits).
How to bulk edit:

Go to STC
Click on Sites, then select your site
Click on Locations
Check the boxes in the first column for the locations you want to edit
Click the Bulk Edit button at the top of the table

Question 27

Can I sync data without Wi-Fi?

Accepted Answer

Yes. You can use USB tethering to share an internet connection from a desktop to the instrument. However, internet is still required to sync data. USB tethering does not allow USB file transfer — it only provides internet access. Please contact Tech Support for help with USB tethering setup.

Question 28

How can I monitor which users performed which tests?

Accepted Answer

To track user activity:

Create a login and PIN for each user (at least one admin is required)
Go to Settings > General > Security
Enable security by toggling the option ON
Once enabled, test results will be linked to individual users in SureTrend Cloud.

Question 29

How do I add a new user in the cloud?

Accepted Answer

You must be an Admin or higher to add users.
Steps:

Go to STC > Settings > User Management
Click the “+” icon in the top right corner of the user table
Fill in the required fields
Click Save The new user will receive a confirmation email with a link to set their password.

Question 30

How do I change the account owner?

Accepted Answer

In SureTrend Cloud, go to Settings > User Management - Ensure the new owner is already added as a user
Go to Settings > Account Management > Request Account Owner Change
A pop-up will appear.

Enter your corporate phone number and extension (if applicable)
Click Verify Identity You will be taken through an ID validation process via Stripe. You’ll need a cell phone with internet access to complete the verification. After completion, the system may take up to 5 business days to finalize the change.

Question 31

How do I get the IP and MAC addresses of the instrument?

Accepted Answer

For security reasons, some IT teams may require whitelisting the instrument. Here’s how to find the needed information:

Go to Settings > About > Hardware You will find both the IP address (if connected) and MAC address listed.

Question 32

How do I install SureTrend 3 or 4 software? I lost my CD.

Accepted Answer

We no longer support SureTrend 3. You can download SureTrend 4 from the Analytics Product Page. Under the “Software and Patches” dropdown, select SureTrend 4.0.3.4 Build 11.

Question 33

How do I register the instrument?

Accepted Answer

Steps:

Log in to SureTrend Cloud.
On the home page, click “Register Instrument” under Quick Access Links.
Optionally, name your EnSURE Touch to differentiate it from others.
If you manage multiple sites, select the appropriate site.
Click Next. On your EnSURE Touch, you will be prompted to register. Enter the Username and Code provided by SureTrend Cloud.
If you skipped this during setup, you can enter the information later via the Sync app. Once registered, the token in SureTrend Cloud will change from “Pending” to “Successful“.

Question 34

I added a new STC user, but they can’t see any data. Why?

Accepted Answer

Users can only view data from the sites they are enabled for. Go to Settings > User Management click on the user’s name and check which sites they have access to. Toggle site access as needed.

Question 35

I can’t log into my SureTrend Cloud account / I’ve forgotten my password / The account owner has left the company. How can I get access?

Accepted Answer

Use the “Forgot Password” link on the SureTrend Cloud login page. If the account owner has left, go to Settings > Account Management > Request Account Owner Change. This will begin an ID validation process, and Hygiena will update the account owner after five days. If you don’t know the credentials and the person who had them has left the company, ask your IT team for access to that person’s corporate inbox so you can reset the password and regain access. Once logged in, you’ll be able to add yourself as a user and submit an account owner change request.

Question 36

I couldn’t access SureTrend Cloud. It seems like the website is down. What’s going on?

Accepted Answer

SureTrend Cloud (STC) undergoes scheduled maintenance and updates every other Wednesday, typically aligned with the release of the new EnSURE Touch software update. During this time, temporary access issues may occur, and customers may be unable to log in or sync data for approximately 2 to 3 hours. Access is usually restored by the end of the afternoon (Pacific Time). If you continue to experience issues beyond that window, please contact Hygiena Technical Support for assistance.

Question 37

I never received an email to update or change my STC password.

Accepted Answer

Wait a few minutes and check your spam/junk folder. - If you still don’t receive the email, contact your IT department. They may be blocking emails from the Hygiena domain at the server level.

Question 38

I’m an instrument admin, but I can’t add plans or locations to the instrument. What is wrong?

Accepted Answer

You likely have “Manage by SureTrend” enabled. This setting restricts editing to the cloud, limiting program information (plans, locations and users) editing directly on the instrument—even for admins.
To disable:

Go to STC > Sites
Select your site
Go to Site Settings > Security
Toggle off Managed by SureTrend

Question 39

I’m getting an “Error connecting to SureTrend” message when trying to sync my EnSURE Touch, even though Wi-Fi is connected. What’s the issue?

Accepted Answer

Make sure the date and time are correct on your instrument. Go to Settings > About > Date and Time. Contact your IT team to ensure SureTrend Cloud or EnSURE Touch services are not being blocked. If the issue persists, contact Hygiena Tech Support.

Question 40

I’m having trouble setting up or managing users/sites/plans in SureTrend Cloud.

Accepted Answer

Refer to the SureTrend Cloud Tutorials on the Hygiena website learning center. For specific issues, such as inability to add more sites due to your subscription level, contact Sales or Support to discuss upgrade options.

Question 41

My EnSURE Touch won’t connect to Wi-Fi or says “Wi-Fi driver not detected.” What should I do?

Accepted Answer

Restart the EnSURE Touch. Go to Settings > Network and toggle Wi-Fi off and on. If your instrument toggles Wi-Fi off by itself, please contact Hygiena Support. Make sure you are entering the correct Wi-Fi password. Forget all saved Wi-Fi networks by tapping and holding a network name, then select the option to forget. Re-enter your password and try connecting. You may also try connecting to a mobile hotspot (2.4/5G) to determine if the issue is with your corporate network. If none of these steps work, please contact Hygiena Tech Support at techsupport@hygiena.com.

Question 42

My plans, locations, or users are not showing up on my device or in SureTrend Cloud after syncing. What’s wrong?

Accepted Answer

Ensure the sync completed successfully without errors. If you’re in a multisite account, confirm you have access to the site your instrument is registered to. You may need to contact a global STC admin or the account owner. If the sync was successful and you have the correct access but still can’t see the plans or locations, contact Hygiena Tech Support.

Question 43

What is the difference between Locations and Plans?

Accepted Answer

Locations are the individual testing points you are swabbing or sampling.
Plans are groups of locations.

Example:

Plan: Kitchen
Locations: Sink, Table, Counter
Plan: Line 1
Locations: Belt, Mixer, Chopper

Question 44

What network ports, IPs, and protocols are used?

Accepted Answer

EnSURE Touch (for syncing and updates):

Port: 443
Protocol: HTTPS
DNS: et-api.hygiena.com

NTP (for date/time):

Port: 123
Protocol: UDP
DNS: pool.ntp.org

TeamViewer (for remote support): Pre-installed for remote access. Refer to TeamViewer documentation for port details. 
SureTrend Cloud:

Port: 80
Protocol: HTTPS URLs and services accessed include:

suretrend.hygiena.com
et-web-api.azurewebsites.net
suretrendcloudproduction.blob.core.windows.net
analytics.google.com, campaigns.hygiena.com, etc. 
(Full list available upon request)

Question 45

What’s the difference between Users, Admins, Global Admins, and Owners?

Accepted Answer

Users: Read-only access. Can filter result data and reports.
Admins: All user permissions plus the ability to edit programming information at the site level and add users.
Global Admins: Same as Admins, but with access to multiple sites.
Owner: Full access to everything. Can manage all users and site permissions.

Question 46

Can I use [specific kit] with my BAX® System for [specific application/matrix]?

Accepted Answer

Our BAX® System and associated kits are validated for specific applications and matrices. For inquiries about using kits for non-standard samples, alternative enrichment broths, or specific detection capabilities, please consult product documentation or contact Technical Support for guidance.

Question 47

How do I get service, maintenance, or calibration for my BAX® System?

Accepted Answer

For preventative maintenance, service, or information on calibration/validation procedures for these advanced systems, please contact Technical Support or your local sales representative to schedule service.

Question 48

My BAX® System is showing an error code or the software is not working correctly.

Accepted Answer

Restart your system by taking the following steps:

Restart the computer (Important: It must be restarted, not shut down)
Turn off the Q7 instrument
Turn on the Q7 instrument
Wait for the Q7 instrument to be ready (when “POWER” is the only text visible)
You can now launch the Q7 application If the problem persists, please contact techsupport@hygiena.com.

Question 49

Where can I get Certificates of Analysis (CoA) or validation reports for BAX® reagents/kits?

Accepted Answer

CoAs and CoCs are available for search on our website here. You will need the lot number. Please note that CoAs and CoCs are not available for expired lots.

Question 50

How do I get my incubator/ATB calibrated or serviced?

Accepted Answer

We do not offer calibration and repair services for our incubators and ATBs. You can find instructions on how to verify the calibration of your incubator and ATB in the product instructions.

Question 51

My incubator/ATB is not heating to the correct temperature or is showing an error. What can I do?

Accepted Answer

Ensure the unit is properly plugged in and the set temperature is correct. Check for any obstructions or issues with the heating block. If the unit consistently fails to reach temperature, displays an error code, or has other hardware issues (e.g., date/time problems, display malfunctions), please contact Technical Support with the model, serial number, and a description of the problem.

Question 52

Can I use UltraSnap swabs for [specific application, e.g., hands, specific bacteria]?

Accepted Answer

UltraSnap is a general ATP test for hygiene monitoring. For specific bacteria or allergens, use dedicated tests like MicroSnap, AllerSnap, or AllerTox Sticks. Consult the Hygiena website or contact your Hygiena Sales Representative for the appropriate product.

Question 53

How do I know the correct RLU limits (pass/fail/caution) for my application?

Accepted Answer

We do not have fixed recommendations beyond Hygiena’s default values, which are based on general industry standards. Optimal RLU limits are often site-specific and should be established through a validation process based on your facility’s cleaning standards. Contact Hygiena tech support at techsupport@hygiena.com for resources on setting RLU limits.

Question 54

Can I adjust the incubation time or temperature for AllerSnap™ tests?

Accepted Answer

AllerSnap™ tests are validated for specific incubation times and temperatures. Deviating from the recommended parameters can impact the sensitivity and accuracy of the test. Always follow the instructions provided in the product insert. If you have specific needs, contact Technical Support.

Question 55

Can I get a shelf-life extension for my allergen test kits?

Accepted Answer

Unfortunately, we are unable to provide a shelf-life extension for this product. All kits must be used within their labeled expiration date to ensure performance and reliability.

Question 56

Can I incubate AllerSnap with the incubator X I already have?

Accepted Answer

Yes. As long as your incubator can reach 37 °C and you’re able to secure the devices in an upright position, you can use the equipment you already have. The devices need to be secure in an upright position to avoid spills and to ensure the sample in the swab bud is in contact with the solution.

Question 57

Can I use AllerSnap with highly hydrolyzed proteins such as collagen peptides or soy sauce?

Accepted Answer

AllerSnap and ProClean detect protein by specifically detecting the peptide bonds that link the amino acids in a protein chain. On highly hydrolyzed proteins such as collagen peptides or soy sauce, most or all the peptide bonds were broken. This will cause the limit of detection for those products to be drastically increased. On top of that, the allergenic potential of highly hydrolyzed protein is very low, which makes using AllerSnap and ProClean for detecting highly hydrolyzed protein not economically viable.

Question 58

Can I use AllerSnap/ProClean to detect X allergen?

Accepted Answer

The short answer is yes. Since they are general protein indicators, they will detect ANY protein present on a surface as long it is at least 3ug. The catch here is that sometimes the customer will ask that question thinking that AllerSnap will be a solution to detect a variety of specific allergens (usually part of the big 9 allergens) and that will solve the issue of testing with multiple LFD (lateral flow devices). Even though AllerSnap/ProClean can detect any protein on a surface, can cannot differentiate proteins. So, one cannot tell what the food source of that protein is.

Question 59

Do I need a luminometer or any other reader to read my AllerSnap/ProClean results?

Accepted Answer

No. The results are read and interpreted visually, and no special equipment is required. We recommend you read the results in an environment with plenty of natural light and against a white background. This will help have an accurate reading of the color. Even though it is not required, the Allergen app on the EnSURE Touch allows users to record the results from allergen tests manually. This allows users to sync their allergen test results to SureTrend Cloud for secure storage and analysis.

Question 60

Do I need to refrigerate AllerSnap/Pro-Clean?

Accepted Answer

No. AllerSnap and ProClean may be stored at room temperature. The test devices are shipped on ice to compensate for high temperatures in transit. Upon receipt, the swabs may be moved to room temperature storage for the shelf life of the product.

Question 61

How do I discard AllerSnap/Pro-Clean?

Accepted Answer

AllerSnap and Pro-Clean are made of 100% recyclable, non-toxic plastic and may be discarded with plastic recyclables. The recycling Code is “7: Other”. As for the solution disposal, check with all applicable local, regional, and national laws and regulations. Local regulations may be more stringent than regional or national regulations. Small amounts of this material may be suitable for sanitary sewer disposal after being neutralized to pH 7.

Question 62

Where can I find validation data for AllerSnap™ or other allergen tests for regulatory purposes (e.g., USDA)?

Accepted Answer

You can find technical bulletins and the available validations on the product page on our website here. Please scroll down to see the product library.

Question 63

I’m getting unexpected results (false positives/negatives) with my ATP swabs. Could sanitizers or product residues interfere?

Accepted Answer

Certain chemicals, sanitizers, or high concentrations of product residue can interfere with ATP or allergen tests. Ensure surfaces are adequately dry before testing. If you suspect sanitizer interference, test after cleaning but before sanitation. If using a one-step cleaning/sanitizing product, rinse and dry the surface prior to testing.

Question 64

My ATP/Allergen swabs were shipped without an ice pack or were accidentally frozen. Are they still usable?

Accepted Answer

Hygiena Environmental Monitoring devices such as ATP devices, InSite®, MicroSnap®, and Q-Swab™ can tolerate 28 days at 21°C or 7 days at 37°C without significant loss of activity. However, prolonged exposure to extreme heat or freezing/thawing cycles can affect their performance. Contact Hygiena Support with the lot number and details of exposure for specific advice. It’s best to store them as recommended.

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