We’ve got you.

Check the USB-C cable is fully seated at both ends and try a different USB port/cable on the laptop. Open RealUserIQ™ and run the health check — it will identify whether the connection is the issue or whether the problem is with the instrument itself. If the health check cannot detect the instrument after trying a second cable, contact support with your serial number.

A fault means one of the many sensors or functions within the instrument is not responding correctly. This may be caused by a firmware issue, a connection problem, or physical damage to the instrument. Run the health check again after restarting RealUserIQ™. If the fault persists, contact support with your serial number and a description of the reported fault.

The RealAppleIQ™ is waterproof to 1 meter for 10 minutes in clean fresh water at pH 5.0–9.0. If the instrument was submerged beyond these limits, or exposed to chlorinated water, brine, or chemical solutions, the warranty may be affected. Contact support with your serial number and a description of the exposure. Do not attempt to open the instrument.

Check the Drop Limit Reference in the Resources section to determine which drop category the incident falls into. If the drop was within the designed limit (up to 200mm onto a rigid surface), the instrument should be unaffected. Run the health check to confirm all sensors are functioning. If the drop exceeded the rated limit (200mm to 400mm) or the warranty void limit (greater than 400mm), contact support before using the instrument again.

First, confirm the run was completed correctly in RealUserIQ™ and that RealBaseIQ™ has uploaded the file to the server. Check the upload log in RealBaseIQ™ to confirm the upload status. If the upload succeeded but the run is not visible in RealDataIQ™, check that your license credentials match on both applications. If the issue persists, contact support.

License credentials are managed by Real Instruments Limited. Email support@realinstruments.com with your organization name and the serial number of your instrument and we will assist you.

Sub-license requests are made through RealBaseIQ™ on the primary laptop. Select the runs you want to share, set the access duration and download limit, and submit the request. Real Instruments Limited will generate the sub-license and send it to your nominated primary contact. Full details are in the SystemIQ™ Suite PPU Guide.

Yes, with the correct preparation. The instrument must travel in carry-on luggage — not checked baggage. The lithium-ion batteries must be declared to the airline and comply with IATA carry-on battery requirements. For international commercial travel, an ATA Carnet is strongly recommended. Full guidance is in the RealAppleIQ™ Travel Guide, available in the Resources section.

Run data and video are stored on the primary laptop. Real Instruments Limited holds a server copy to enable access from Analyst devices, but this is not a backup service. You are responsible for maintaining your own backup of all data and video on the primary laptop. We recommend a regular backup to an external drive or network location. Full details are in the Client Data Protection Overview.