Our team of specialised technicians ensure that a high standard of product support is maintained.

Get in touch and we’ll find the best solution for you.

Support

Our team of specialised technicians ensure a high standard of product support. Give us a few details and we’ll offer the best solution.

Support for Diamond Verification Instruments

techsupport@debeersgroup.com

General FAQs

Is there a warranty with the instruments?

All the instruments come with a one-year parts and service warranty.

Who do I contact if I have a problem with my instrument?

You can request support via techsupport@debeersgroup.com

Are manuals supplied with the instruments?

Yes, manuals and quick user guides are provided for each instrument.

If something goes wrong with the instrument or I need technical support, is there a local office in my country?

Technical support can be offered from the UK by phone, email, or web conferencing tools. We also have a team based in India, to whom you may be referred.

Are the instruments CE marked?

Yes, all the instruments are CE marked; details of compliance to specific international standards can be found on the individual certificates of conformity, which are available upon request.

Are the instruments ROHS and WEEE compliant?

Yes, they are, and this is declared on the declaration of conformity.

Are the instruments FCC compliant?

Yes, all instruments are FCC compliant.

Instrument Support FAQs

SynthDetect

How often does SynthDetect need to be calibrated?

SynthDetect requires calibration approximately every 30 days. The software will notify you when a calibration check is due. If the calibration expires, it is still possible to operate the machine.

I am getting an error saying the side-by-side configuration on my SynthDetect is incorrect. What should I do?

This error can occur if the instrument is powered down with the application still running. Please contact technical support at techsupport@debeersgroup.com and provide the TeamViewer ID. This can then be rectified by the support team.

AMS2

How do you calibrate an AMS2 machine?

A calibration sample is supplied with each AMS2 machine. The calibration sample is marked with the serial number of its associated AMS2 machine, and the sample should be kept in a safe place. The sample should also be stored in the bag it is supplied in to ensure it is kept clean.

The calibration operation is simple and on-screen instructions are displayed on the AMS2 touch screen that will guide the user through the process. Select Tools>Options>Calibration Wizard to start the process.

How often does the AMS2 machine need to be calibrated?

The AMS2 machine requires calibration every 30 days. When the current calibration has fewer than five days remaining, the machine will notify you every time you start a screening run. A new calibration should be completed within this time. If the calibration expires, it will not be possible to use the machine until a calibration is completed.

I keep getting a warning that the environmental limits have not been met on my AMS2. Why?

The AMS2 requires the temperature and humidity levels to be within the following range:
humidity: 45-65 per cent; temperature: 15-28 degrees. The machine monitors these levels before and during a screening run and warns the user if these are not within specification. If the humidity drops below 45 per cent, the machine may not handle the diamonds being screened as well as it should. This is due to a build-up of electrostatic charge.

Humidity can generally be controlled through air-conditioning. If it is not possible to get the humidity levels within limits, an optional integrated humidifier accessory is available and can be purchased through De Beers Group Ignite.

There are bits of foam debris in the AMS2 dispense bins. Where has this come from?

After prolonged use, the foam rollers used in the AMS2 device may degrade and break apart. This may result in small pieces of foam being found on the disc and in the dispense bits. A spare set of rollers for the hopper are supplied with the instrument. If the issue persists then contact the technical support team and they can direct you to the best course of action. If for any reason you need to return the AMS2 unit for repair, please ensure this is packed and sent back in the original shipping case. This will protect the instrument and reduce the possibility of any further issues or damage

DiamondSure

Why does the message ‘set up instrument for calibration’ appear on the DiamondSure start up?

This message appears if the calibration arm is not in place during start up or the factory calibration data doesn’t match the field data. Ensure the calibration arm is in place and press the left-hand button again.

Why does the message 'Room lights. Please move instrument' appear when I make a measurement?

The DiamondSure makes a measurement of the light returned from the diamond under test and can detect the presence of strong overhead lighting. Either move the DiamondSure away from direct overhead lighting or move the light source if possible.

I have followed the lamp alignment procedure detailed in the manual and the ‘I’ on the second line of the display lies significantly left of centre. Is the instrument performance impaired. Does the instrument need to be returned for servicing?

The instrument performance may not necessarily be impaired. The unit should only be returned for servicing if the referral rate for natural diamonds is noticeably high, or the unit fails to initialise.

DiamondSure–The referral rate for natural diamonds is noticeably high. What can I do?

Carry out the following in sequence. Check the fibre tip is not below the white plastic disc (if it is, adjust the height). Clean the end of the fibre with alcohol (IPA) only. Replace lamp and realign. Replace fibre. Return to the manufacturer if these actions do not remedy the problem. There are several errors that may appear on initialisation. If you see any of these please make a note of the error number and consult the operator manual. You may then need to contact technical support.

DiamondView Zoom

When viewing the fluorescence of a diamond on the DiamondView Zoom there are bright flashes of additional colour in small areas of the image. What is causing this?

After prolonged use, the UV filter may degrade and allow visible light to bleed through, this is then seen in the image. To resolve this issue, the filter needs to be replaced. This is a field upgradeable part and can be carried out by the customer. Instructions on how to do this are in the operator manual and the tech support team can assist with this procedure.

The door to the sample chamber used to open smoothly but now just drops open, what has happened to it?

This may be due to an issue with the door spring, please contact technical support.

There are missing pixels on my DiamondView screen image, why is this?

Please contact technical support for advice on the camera image.

DiamondPlus

Diamond Plus–Why does the message 'NO DIAMOND DETECTED' appear when measuring a known diamond?

This message may be displayed if the table of the diamond under test is not in contact with the fibre optic probe. Ensure the stone is securely attached to the holder before immersion in the liquid nitrogen.

When measuring large diamonds, the first measurement often gives a 'REFER' result. Why is this?

It can sometimes take a few seconds for large diamonds to reach the correct temperature. Try to wait a few seconds after immersion before making a measurement.