Troubleshooting Guide & FAQ
Share
5 Quick Setup Checks Before First Use
Before using your pen for the first time, it’s a good idea to perform a few quick checks to ensure everything is set up correctly. These simple steps help prevent common issues and ensure smooth operation.
1. Ensure the Cartridge Is Installed Correctly
The cartridge should sit flush inside the pen with the rubber septum facing the pen tip end. If the cartridge is not seated correctly, the plunger mechanism may not engage properly.
2. Attach a Needle Tip Before Operating the Pen
The pen requires both a cartridge and pen tip installed for the plunger mechanism to function correctly.
3. Vent the Cartridge Before Filling
Venting the cartridge helps equalise internal pressure and allows liquid to enter smoothly during the filling process.
4. Remove Any Air From the Cartridge
Air bubbles can affect dosing accuracy. If air is present, attach a pen tip and slowly advance the plunger until a small drop of liquid appears at the pen tip.
5. Prime the Pen Before First Use
Taking a moment to perform these checks will help ensure your pen operates smoothly, and consistently.
Pen Troubleshooting Guide
Our pens are designed to be simple and reliable, but there can be a short learning curve when using one for the first time. Most setup issues are usually related to air inside the cartridge, cartridge installation, or the plunger mechanism not being fully engaged.
The good news is that the vast majority of these issues are quick and easy to resolve with a few simple adjustments.
Below you’ll find solutions to some of the most common pen questions and troubleshooting scenarios, including plunger movement, cartridge setup, removing air bubbles, and ensuring the pen delivers correctly.
The Cartridge Holder Appears to Be Missing
Problem:
You believe the cartridge holder is missing from your pen.
Solution:
The cartridge holder is usually located in the opposite end of the pen body.
Simply pull the pen apart from the other end, and you should find the cartridge holder already inside.
The Plunger Doesn't Work
Problem:
The plunger will not advance or push forward.
Solution:
The pen requires both a cartridge and pen tip installed before the plunger can retract properly.
Install a cartridge and attach a pen tip, then advance the plunger as normal.
What Do The Units On The Pen Mean
Problem:
You are unsure how many clicks to use.
Solution:
Each click on the pen equals 0.01 mL
- 10 clicks = 0.10 mL
- 20 clicks = 0.20 mL
Refer to the instructions provided by your qualified healthcare professional for quantities appropriate to your intended use.
The Plunger Won’t Retract
Problem:
You are trying to retract the plunger to add a new cartridge, but it will not move.
Solution:
The plunger may be locked in position.
Simply twist the plunger anti-clockwise slightly to release the mechanism, then retract plunger as normal.
Air Bubbles in the Cartridge
Problem:
You can see air bubbles inside the cartridge.
Solution:
- Attach a pen tip to the pen.
- Hold the pen upright with the pen tip pointing upward.
- Gently tap the cartridge to move air bubbles to the top.
- Slowly advance the plunger until the air is expelled through the pen tip.
- Stop once a small drop of liquid appears at the pen tip.
This removes trapped air and primes the cartridge.
Cartridge Is Difficult to Fill
Problem:
Liquid will not enter the cartridge easily or you feel resistance.
Solution:
The cartridge likely needs to be vented first.
Gently advance the plunger slightly to release internal air pressure. Once vented, the cartridge should fill smoothly.
The Pen Requires Excessive Force
Problem:
The pen is difficult to press when delivering.
Possible Causes & Solutions:
• Cartridge may need recalibration – run one or two full cartridges of water through the pen to reset the internal plunger pressure.
• Check the tip is not blocked – replace with a new pen tip.
• Ensure the cartridge is correctly seated inside the pen.
Cartridge Appears Empty but Plunger Still Moves
Problem:
The plunger continues to move even though the cartridge looks empty.
Solution:
Small residual space inside the cartridge is normal. Once liquid is no longer being dispensed, the cartridge is empty and can be replaced.
Cartridge Won’t Fill Properly
Problem:
The cartridge fills unevenly or leaves air gaps.
Solution:
• Ensure the cartridge has been vented before filling
• Fill slowly to prevent air bubbles
• Remove trapped air using the air removal method described above
Ensuring Full Delivery
Problem:
You are concerned the full quantity may not have been delivered.
Solution:
After pressing the plunger, leave in place for 10–20 seconds before removing it.
The exact time can vary depending on the viscosity of the solution being used. Thicker solutions may take slightly longer.
Waiting briefly helps ensure the full amount is delivered.
The Pen Clicks but Nothing Comes Out
Problem:
You press the pen and hear the clicking mechanism, but nothing is dispensed.
Solution:
A. The pen may need recalibration – run one or two full cartridges of water through the pen to reset the internal plunger pressure.
B. The cartridge may contain air or the pen has not been fully primed.
Related Pen Guides:
How To Fill a Cartridge Without Losing Product
Looking to add more pens to your collection?
View our premium pens. Lots of colours to choose from!