Question 1

Are all your procedures documented?

Accepted Answer

Instron has full documentation meeting or exceeding the requirements of our accreditation bodies and ISO/IEC 17025. Our field staff carry all relevant documentation in an electronic format on CDROM or on their laptop PCs for immediate accessibility. Full Info Here.

Question 2

Are you insured?

Accepted Answer

Instron is fully insured for liability. For the USA, see our current certificate at https://www.marsh.com/moi?client=0367. For Europe, please contact your local Service office who can provide you with details of our liability insurance cover.

Question 3

Are your calibration technicians properly trained, and do they receive ongoing training and competency testing?

Accepted Answer

Instron has a comprehensive training program that includes regular testing and auditing of the calibration personnel. All calibration staff have to be approved before undertaking calibration tasks. Thereafter, staff are independently monitored and audited on a regular basis to maintain our high operational standards. This is possible because of our size and regionally structured organisation - something that smaller calibration organisations are not able to resource. This approch to managing our worldwide calibration business is often positively commented upon by our accreditation bodies.

Question 4

Can you develop a customized plan that will optimize my costs and give me a competitive advantage?

Accepted Answer

Whilst Instron has developed calibration products designed to meet the needs of a wide range of industries, quality organisations and regularatory bodies we are also flexible and have the expertise & equipment to work with you if you need something special. Our aim is to best meet your needs, so please contact us to see how we can help.

Question 5

Can you manage the scheduling of all my calibrations, and will you arrange in advance for all of my recalibrations?

Accepted Answer

Yes, Instron does this routinely.

Question 6

Can you provide a full range of calibration services?

Accepted Answer

Instron offers a wide range of calibration & verification services. This includes force, strain, torque, temperature, velocity, displacement, impact, creep, hardness & alignment. In providing field calibration services for over 40 years, Instron also has experience in calibrating other manufacturers testing machines. This can be a benefit to customers in minimizing the number of calibration vendors needed to look after a laboratory at the same time providing economies and easier overall management.

Question 7

Can you provide documentation to show traceability to national standards?

Accepted Answer

All measuring instruments used for calibration carry documentation that shows traceability to national or international standards (eg. NIST in the USA, NPL in the UK, etc.).

Question 8

Can you repair and/or adjust an instrument on the spot if it doesn't pass verification? Do you have the necessary inventory of spare parts?

Accepted Answer

Instron service engineers are trained to repair and adjust Instron equipment. They also carry a significant inventory of spare parts with them.

Question 9

Can you show calculations regarding your uncertainty reporting?

Accepted Answer

Instron's uncertainty calculations are available, and all uncertainties listed can be backed up with sound engineering and metrology principles.

Question 10

Do you have the backup of both field and in-house technical support, and do you have a large engineering force expert in measurement and testing technology?

Accepted Answer

Each Instron service engineer is supported in his region by an experienced technical staff. Instron has a large engineering staff experienced in the design and calibration of materials testing related instruments, as well as expertise in metrology. Instron staff are proud to be active participants worldwide on ISO and ASTM committees that write the standards on calibration.

Question 11

Do you have the equipment and expertise to adjust and verify equipment to accuracy levels demanded by national and international standards such as ISO and ASTM?

Accepted Answer

Instron Service engineers are factory trained to be able to set up Instron equipment to meet and exceed these standards. Many of these engineers are also approved calibration staff equipped with calibration standards to verify equipment on-site to the exacting ASTM and ISO standards.

Question 12

How can I get a catalog of Instron system accessories?

Accepted Answer

You can view our accessories catalog, online or you can request a printed version be mailed you to you. We're also happy to discuss the best accessories for your individual testing needs. Just contact us.

Question 13

How long have you been providing accredited calibration services?

Accepted Answer

Instron has been accredited to NVLAP (Lab Code 200301-0) since 1997. In Europe, Instron has been accredited by UKAS since 1969.

Question 14

I have an auditor asking for software verification documentation and Instron accreditation information. Where can I find this information?

Accepted Answer

Instron software verification documentation, accreditations and certificates can be viewed and downloaded on our Accreditations and Certifications page.

Question 15

Is the uncertainty of measurement listed in your scope of accreditation realistic, or does it represent an ideal case that will not be duplicated in my lab?

Accepted Answer

The uncertainties of measurement listed in Instron's Scope of Accreditation represent those that can be achieved in the field with the equipment being used by our Service Engineers.

Question 16

Should I unpack my Instron when it arrives at my facility?

Accepted Answer

It is the customer's responsibility to arrange for the off-loading, unpacking and transportation of the equipment to the test site. This includes all insurance and safety responsibilities. If installation is included with your system, please allow the Service Engineer to open boxes and verify all parts and contents. This helps to avoid the possibility of losing small pieces or parts.

Question 17

What are my technical support coverages and options?

Accepted Answer

You have four options: 
1) Purchase a System Support Agreement. This provides you with priority in the call queue, remote access to our engineering staff, discounts and additional services for one full year. 
2) Sign-on to our Consultation Service line. This Fee based support provides you with priority in the call queue for those times that you just specific help. 
3) Limited Free Technical Support on a call back basis. 
4) Schedule a Field Service Engineer to visit your site.

Question 18

What is the backup plan if your local engineer is unavailable to perform a critical calibration?

Accepted Answer

Instron has over one hundred fully qualified engineers across the U.S. that are available on short notice to fill in for each other if necessary. Across Europe, Instron has over 50 accredited calibration staff located in 14 countries, able to communicate and support customers in their own language.

Question 19

What is your scope of accreditation?

Accepted Answer

The scope of accreditation defines exactly what the calibration service has been accredited under ISO/IEC 17025 to do. Frequently, a calibration service will have accreditation for some of its calibrations, but not all. A calibration lab's scope of accreditation can be found on the accrediting agency's website. View Instron's accreditation certificates and schedules of calibration.

Question 20

Are the calibrations you are doing for me within the scope of accredited services?

Accepted Answer

Most calibration services provide some calibrations that are extra to the scope of accreditation. Make sure you're getting accredited calibrations, if that is what you need.

Question 21

Are your calibration technicians properly trained, and do they receive ongoing training and competency testing?

Accepted Answer

Instron has a comprehensive training program that includes regular testing and auditing of the calibration personnel. All calibration staff have to be approved before undertaking calibration tasks. Thereafter, staff are independently monitored and audited on a regular basis to maintain our high operational standards. This is possible because of our size and regionally structured organisation - something that smaller calibration organisations are not able to resource. This approch to managing our worldwide calibration business is often positively commented upon by our accreditation bodies.

Question 22

Can you develop a customized plan that will optimize my costs and give me a competitive advantage?

Accepted Answer

Whilst Instron has developed calibration products designed to meet the needs of a wide range of industries, quality organisations and regularatory bodies we are also flexible and have the expertise & equipment to work with you if you need something special. Our aim is to best meet your needs, so please contact us to see how we can help.

Question 23

Can you perform preventative maintenance on the equipment?

Accepted Answer

Yes. Instron service engineers are trained to perform Preventative Maintenance on Instron equipment. This increases the instrument's useful life and avoids potential downtime.

Question 24

Can you provide a full range of calibration services?

Accepted Answer

Instron offers a wide range of calibration & verification services. This includes force, strain, torque, temperature, velocity, displacement, impact, creep, hardness & alignment. In providing field calibration services for over 40 years, Instron also has experience in calibrating other manufacturers testing machines. This can be a benefit to customers in minimizing the number of calibration vendors needed to look after a laboratory at the same time providing economies and easier overall management.

Question 25

Can you provide documentation to show traceability to national standards?

Accepted Answer

All measuring instruments used for calibration carry documentation that shows traceability to national or international standards (eg. NIST in the USA, NPL in the UK, etc.).

Question 26

Can you provide electronic calibration certification?

Accepted Answer

Yes, in fact this is now our standard form of delivery of calibration certificates. To ensure high integrity, Instron provides digitally signed and encrypted calibration certificates. This gives the customer confidence in the soundness of the documentation with the added benefits of storage, distribution and retrieval in their own quality systems. For more information on our digitally signed and encrypted calibration certificates visit our Accreditations and Certifications page.

Question 27

Do I need to calibrate a machine after it has been moved?

Accepted Answer

It is strongly recommended that all measuring equipment, other than hand-held instrumentation, be recalibrated after a move. This also includes after installation. In many cases you will find that ASTM and ISO testing standards such as ASTM E4 and ISO 7500-1 have a mandatory requirement for such action. If you are in doubt about this or want assistance on moving and recalibration please contact your local Instron service office.

Question 28

Do I need to regularly check my universal testing system?

Accepted Answer

If measurement is important to you then the answer is YES. All systems, regardless of manufacturer or quality, should be regularly calibrated and verified if the accuracy of your results is important to you and your customers.

Question 29

Do you have the backup of both field and in-house technical support, and do you have a large engineering force expert in measurement and testing technology?

Accepted Answer

Each Instron service engineer is supported in his region by an experienced technical staff. Instron has a large engineering staff experienced in the design and calibration of materials testing related instruments, as well as expertise in metrology. Instron staff are proud to be active participants worldwide on ISO and ASTM committees that write the standards on calibration.

Question 30

Do you have the equipment and expertise to adjust and verify equipment to accuracy levels demanded by national and international standards such as ISO and ASTM?

Accepted Answer

Instron Service engineers are factory trained to be able to set up Instron equipment to meet and exceed these standards. Many of these engineers are also approved calibration staff equipped with calibration standards to verify equipment on-site to the exacting ASTM and ISO standards.

Question 31

Do you take data manually or automatically?

Accepted Answer

Instron's CAL-PRO® software has been designed to take takes data either manually or automatically from the measurement standard and/or the machine being calibrated.

Question 32

How do I know if my universal testing machine is measuring correctly?

Accepted Answer

The only way to truly be sure your tester is measuring correctly is to have it checked against a known and traceable reference. A calibration provides such a service.

Question 33

How do I prove my testing system is giving good results?

Accepted Answer

The best way to prove your results is to first check them against traceable and known references and then compare the results with the requirements of recognized and established procedures or standards. This process is known as Calibration & Verification. Using international standards, such as ISO and ASTM, and reference devices that can be traced back to a National Measurement Institute (NMI) gives you and your customers confidence in the accuracy of the results.

Question 34

How frequently should I have my testing system checked?

Accepted Answer

In many cases your QA policies, contract requirements or department procedures will stipulate rules on the frequency of calibration. In other cases, the equipment's operating manual may recommend how often the device should be recalibrated. In practical terms, it is all about risk. The longer the period you leave equipment between calibrations the greater the risk of something going wrong or not being spotted. Because of this, you will find that many standards, such as ISO and ASTM, either recommend or state mandatory frequencies of calibration for compliance. If you are testing to an ASTM or ISO testing standard (eg ASTM E8), it is worth checking to see if it stipulates maintenance and calibration requirements.

Question 35

How long have you been providing accredited calibration services?

Accepted Answer

Instron has been accredited to NVLAP (Lab Code 200301-0) since 1997. In Europe, Instron has been accredited by UKAS since 1969.

Question 36

I have a materials testing machine - what needs calibrating?

Accepted Answer

Work is usually performed on-site and includes verification of LOAD(FORCE), STRAIN, POSITION, and VELOCITY. For load weighing systems, precision strain gauged load cell standards are used together with high resolution instrumentation and/or precision weights (ANSI/ASTM E617 class 4). For strain calibration, specialized digital extensometry calibration rigs are utilized.

Question 37

My tester has undergone repairs and updates. Does it need to be recalibrated?

Accepted Answer

If your equipment has undergone a major repair that affects the measuring system we strongly advise to arrange for a recalibration. However, if the repair, update or modification does not affect the measuring system you probably do not need to recalibrate your tester. If in doubt, do not hesitate to discuss the subject with one of our experts. Please note that some standards do provide guidance and requirements concerning maintenance and repair, so review the standards you are working to for clarification.

Question 38

If software is used, is it validated and proven?

Accepted Answer

Instron's CalPro software is extensively validated and then subsequently audited. In fact, the major cost and time spent in developing our purpose designed software is the validation process.

Question 39

Is Instron accredited to ISO/IEC 17025 by an agency that is a member of the ILAC agreement?

Accepted Answer

Instron is accredited by NVLAP (Lab Code 200301-0) in North America, and UKAS in Europe. Accrediting agencies in ILAC agree to accept each other's accreditations internationally.

Question 40

Is the uncertainty of measurement listed in your scope of accreditation realistic, or does it represent an ideal case that will not be duplicated in my lab?

Accepted Answer

The uncertainties of measurement listed in Instron's Scope of Accreditation represent those that can be achieved in the field with the equipment being used by our Service Engineers.

Question 41

Should I check accuracy in between full verifications?

Accepted Answer

Prudent users should check the accuracy of their test system on a monthly, weekly, even daily basis. ASTM E4 even requires it.

Question 42

What if adjustments or repairs are required for my testing equipment?

Accepted Answer

When an instrument is out of compliance, Instron's field specialists have the ability to make adjustments and/or make necessary repairs, but this depends on the nature of the non-compliance. Please note, no adjustments will be made without the authorisation of the customer as this could compromise their QA policies. Such adjustments can usually be done during the same visit. It is also possible for Transducers (load cells, extensometers, etc.) to be returned to the factory for repair and re-calibration on a fast turnaround basis.

Question 43

What is your scope of accreditation?

Accepted Answer

The scope of accreditation defines exactly what the calibration service has been accredited under ISO/IEC 17025 to do. Frequently, a calibration service will have accreditation for some of its calibrations, but not all. A calibration lab's scope of accreditation can be found on the accrediting agency's website. View Instron's accreditation certificates and schedules of calibration.

Question 44

When is verification required?

Accepted Answer

In many cases your QA policies, contract requirements or department procedures will stipulate rules on the frequency of calibration. In other cases, the equipment's operating manual may recommend how often the device should be recalibrated. In practical terms, it is all about risk. The longer the period you leave equipment between calibrations the greater the risk of something going wrong or not being spotted. Because of this, you will find that many standards, such as ISO and ASTM, either recommend or state mandatory frequencies of calibration for compliance. If you are testing to an ASTM or ISO testing standard (eg ASTM E8), it is worth checking to see if it stipulates maintenance and calibration requirements. For example, ASTM E8 requires compliance to the calibration standard ASTM E4 which recommends that test systems and all transducers be verified at least once a year. In addition, ASTM E4 (paragraph 20.3) requires re-verification whenever a test system is relocated.

Question 45

Why does my tensile tester need to be calibrated/verified?

Accepted Answer

If you have a requirement to test your products or materials, you need to be sure that the results you get are correct. Even the very best quality equipment can be affected by external influences that could affect the soundness of the system. Regular calibration and verification provide essential evidence that your equipment is operating to your expectations.

Question 46

I'm getting Message 2969 - The software is unable to establish communication with the configured devices. Controller communication error. Check all connections before trying again or contact Instron service to report error code: 0

Accepted Answer

If an error message similar to the one above displays when opening Bluehill Universal, Bluehill 3 or Bluehill 2, follow these instructions to try to resolve the error. If you are still not able to successfully connect, please contact Instron Technical Support at 1-800-473-7838, option 3 for additional assistance.

Steps to fix:

1. On the Message error screen select No

2. From the home screen of your version of Bluehill, choose Admin --> Configuration --> Frame

3. Identify the model of your Instron system as indicated on the base or crosshead of the system

4. Select the proper controller type and frame model NOTE: If your frame model is not show in the list below, please contact Instron Tech Support at 1-800-473-7838 option 3.

A. 3343 = 3300 controller type, 3343 frame model
B. 5565 = 5500 controller type, 5565 frame model
C. 5567A = 5500A controller type, 5567A frame model
D. 5944 = 5900 controller type, 5944 frame model
E. 59R5565 = 5900 controller type, 59R5565 frame model

5. Locate the MAC address:
 - On the 3300 and 5500: on the back of the EFI adaptor
 - On the 5500A and 5900: near ethernet and load cell connections

6. Enter the MAC address into Bluehill - Admin --> Frame --> Frame Identification --> Mac Address

7. Set the IP Address
The ethernet port that is connected to the Instron frame uses a specific static IP address. Please follow the instructions below to ensure that the IP address is set properly. If you do not have access to change these settings on your computer, contact your IT department.

a) In Windows 7
i. Open Control panel --> Network and Internet --> Network and Sharing Center --> Change Adapter Settings
ii. Select the adapter (Ethernet connection) connected to the Instron, right click and select Properties Note: If you are unsure which network connection is for the Instron system, unplug the Ethernet cable from the EFI adaptor (3300/5500) or from the Instron itself (5500A/5900) and you should see a red “X” over the connection that the Instron is plugged into.
iii. Select Internet Protocol Version 4 and click Properties
iv. Set the IP address to 169.254.1.2 and the Subnet mask to 255.255.255.0

b) In Windows 10
i. Click windows home button and search for control panel --> Network and Internet --> Network and Sharing Center --> Change Adapter Settings
ii. Select the adapter (Ethernet connection) connected to the Instron, right click and select Properties
Note: If you are unsure which network connection is for the Instron system, unplug the Ethernet cable from the EFI adaptor (3300/5500) or from the Instron itself (5500A/5900) and you should see a red “X” over the connection that the Instron is plugged into.
iii. Select Internet Protocol Version 4 and click Properties
iv. Set the IP address to 169.254.1.2 and the Subnet mask to 255.255.255.0

8. Restart Bluehill to implement changes

Question 47

Both the up and down push button switch indicators on the pendent station light when trying to move the crosshead on a hvl frame. (note this is on the 24v dc system only)

Accepted Answer

This happens when the overload is tripped on the reversing line starter. Reset the line starter by pressing the button or tab by the overload devise in the electrical box.

Question 48

I have an auditor asking for software verification documentation and Instron accreditation information. Where can I find this information?

Accepted Answer

Instron software verification documentation, accreditations and certificates can be viewed and downloaded on our Accreditations and Certifications page.

Question 49

The 3-phase crosshead motor on a hydraulic hvl testing frame will not operate.

Accepted Answer

The motor has an overload protection devise on the 3 phase line starter in the electrical box. Turn off the main power and open the box. At the bottom of the reversing line starter is a reset button, it must be pushed in to reset the devise. At least three different styles of line starters have been used over the years, but all of them have the overload in about the same place.

Question 50

The 3-phase pump motor on a hydraulic hvl testing frame will not operate.

Accepted Answer

There are several things to consider here: 1. The controller type 2. The software 3. Power to the pump Check in the following order: 1. Make sure the Control box is on and the machine software is running in a pretest menu. 2. Make sure there is power to the electrical box. 3. Make sure the machine limit switch is not tripped or stuck in the tripped position. 4. Make sure the stop button is reset to the on state (Many machines have a twist to unlock switch). 5. Make sure the machine is not showing an overloaded condition on the input load signal.

Question 51

The position is not changing on the display when the ram is raised. (string style encoder box devise)

Accepted Answer

Check to see the string cable from the position devise is attached to the ram assembly. Check the encoder cable connection on both the encoder box and controller for proper installation. Replace the encoder or the encoder board in the controller.

Question 52

The pump will not come on and all the conditions are met (Mats II controller)

Accepted Answer

First: The limit switch rod on many of these machines has a dual purpose; if the crosshead has been run up and is resting on the limit it will prevent the pump from coming on. Back the adjustable crosshead off until this limit is no longer tripped.

Second: There is a pica fuse on the MMR rack in the back of the control box for each relay. The fuse is to the lower left of the relay socket on the board. The fuse is a 5 amp - plug in style that looks like a resistor.

Question 53

The pump will not start on a hvl style machine.

Accepted Answer

The limit switch rod on many of these machines has a dual purpose; if the crosshead has been run up and is resting on the limit it will prevent the pump from coming on. Back the adjustable crosshead off until this limit is no longer tripped.

Question 54

The pump will not start on a hvl style machine with partner or merlin software.

Accepted Answer

The computer must be on, the software loaded, in an application and the load cell calibrated.

Question 55

What are my technical support coverages and options?

Accepted Answer

You have four options: 
1) Purchase a System Support Agreement. This provides you with priority in the call queue, remote access to our engineering staff, discounts and additional services for one full year. 
2) Sign-on to our Consultation Service line. This Fee based support provides you with priority in the call queue for those times that you just specific help. 
3) Limited Free Technical Support on a call back basis. 
4) Schedule a Field Service Engineer to visit your site.

Question 56

What oil does my BTE, Baldwin or Southwark machine use?

Accepted Answer

If the machine has the original Helishaw pump one can use Mobile DTE Extra Heavy. This oil is 600 SSU at 100 degrees F. If you tell you oil supplier this information and he can not find Mobile DTE Extra Heavy he should be able to find a substitute.

Question 57

After opening a procedure on my model dx machine, the pump will not turn on.

Accepted Answer

The machine frame is not enabled. Enable the machine. For Partner systems, select Machine and then Enable Frame. For Merlin systems, select the Frame icon and Enable Frame. For systems operating with Partner software, the "Enable Frame Timer" setting may be enabled. Verify the status of the "Enable Frame Timer" Check Box in Partner. Select Tools/Configure/Controllers/I5500/Modify. Be sure the "Enable Frame Timer" box is NOT checked.

Question 58

After starting a procedure on my model dx machine, the live data and live graph appear on the computer monitor but the machine is not moving.

Accepted Answer

The software could be in Simulation mode. Verify that the lower right corner of the screen does not have the word "SIM". If it does, select Tools/Configure/Simulation and uncheck the "Simulate Test" box.

Question 59

I am getting this error on my model dx machine: ERROR: System lock up Test will not start Test Aborts Software post and error message stating that communication is lost Transducers will not calibrate Flashing single point LED on Diagnostic display is not present.. How do I resolve this?

Accepted Answer

Communication between the machine frame and controls is lost.

Back out of the software and then turn the PC off.

Remove power from the 5500 controller box and wait approx. 1 min.

Return power to 5500 controller and wait until the leds on the 5500 controller count down to 2. Then turn PC on and get into the testing software.

Question 60

I get this error on my model dx machine: test will not start test aborts pump shuts off software post an error message stating "Position loop failure". How do I resolve this?

Accepted Answer

First check to see if position will read by gently pulling on the string to the position encoder. If position does not read, check the position encoder assembly for damage. If position is reading correctly check to see if the hyrdaulic ram is sitting at the bottom. If the ram is on the bottom start the pump and move the ram up approxiaately 6 mm (.25 in), zero all measurements, and calibrate all transducers.

Question 61

Software posts an error message stating "Control panel watchdog timeout"

Accepted Answer

Communication has been lost with the user control panel. Check the cable for the user control panel for damage. If damage is found contact the Instron Hardware Technical Support Department at 800-473-7378.

Question 62

Can I convert my test results to a rockwell c scale from a tukon micro indentation tester?

Accepted Answer

NO, both ASTM E-140 and the Wilson Conversion Wall Chart stipulates a minimum load for a Knoop test is 500 grams. To get a Wilson Wall Chart contact the Sales Dept at 800-695-4273.

Question 63

Can I perform regular tests on my superficial rockwell tester?

Accepted Answer

No, you can not.

Question 64

Can I perform superficial tests on my regular Rockwell?

Accepted Answer

No, you can not.

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