Xpress Flex Support

Xpress Flex is an advanced test strip reader from the most trusted name in pool and spa water testing, Taylor Water Technologies.

Xpress Flex User Video

Here you can watch a short video to better understand how the Xpress Flex testing system brings you fast, accurate, and affordable results.

Download Quick Start Guide

Download sureTreat Account Set Up Instructions

Xpress Flex Operating Guide

The information below can be used for troubleshooting. Please review each chart to see if there is a quick and efficient solution to your problem. If you cannot find a solution here, please feel free to call 877-TEST KIT for technical assistance.

ERROR CODES	CAUSE	RESULT	CORRECTIVE ACTION
401	Flex 1 detected but not in position 1	No results from Strip 1	Retest with fresh sample with strips in correct positions
402	Flex 2 detected but not in position 2	No results from Strip 2	Retest with fresh sample with strips in correct positions
403	Flex 3 detected but not in position 3	No results from Strip 3	Retest with fresh sample with strips in correct positions
404	Flex 4 detected but not in position 4	No results from Strip 4	Retest with fresh sample with strips in correct positions
405	Phosphate prep error (no reagent prep)	No results from Strip 4	Retest with fresh sample and use 0.5 mL of R-9112-C
410	Pad color not recognized - White Balance	No result for that test	Retest with fresh sample and proper technique
411	Pad color not recognized - Color Deviation	No result for that test	Retest with fresh sample and proper technique
412	Pad color not recognized - TDRatio rgb)	No result for that test	Retest with fresh sample and proper technique
413	Pad color not recognized - TDRatio ratios)	No result for that test	Retest with fresh sample and proper technique
450	High Free Chlorine (FC >10 ppm)	All results invalid	Wait until chlorine levels decrease
451	Low Total Alkalinity (TA <20 ppm)	pH not be reported	Increase TA before adjusting pH
452	High pH (pH >8.1)	CYA will not be reported	Decrease pH before CYA
453	Low pH (pH <6.8)	CYA will not be reported	Increase pH before CYA

OBSERVATIONS	POSSIBLE CAUSE	RESULT	CORRECTIVE ACTION
sureTREAT is not connecting with Xpress Flex	Incorrect web address	No connection between computer and Xpress Flex	In your browser go to retail.suretreat.com. Be sure Xpress Flex is connected to computer.
Test results appear different with new strips	"Batch Number" for test strip(s) was not updated with new bottle	Test results may be inconsistent/unusual	Update test strip batch number in Xpress Flex sureTREAT program.
Total Alkalinity (TA) looks low	"Adjusting TA for CYA" is turned on in sureTREAT	TA is reported lower than a titration or other test	Retest with "Adjusting TA for CYA" could be turned off, but "corrected TA" is what a proper balance (LSI) requires.
pH result is unusual	Sample could have low Total Alkalinity	pH is unexpected or different than another test	Advise the customer to increase alkalinity and then return for a retest.
Hardness result looks high	Xpress Flex reports "Total Hardness" rather than "Calcium Hardness"	"Hardness" result may look 50% higher	For high hardness levels, a titration may be required for a more accurate result.
Results different than other tests	Precision of test strips	Results could be +/- 1/2 color block for test	If more than +/- 1/2 color block, retest with fresh sample and proper technique.
No test result for CYA test	CYA pad on Flex 3 did not reach sample during dipping	Error Code 411	Retest with fresh sample and proper technique making sure pad reaches sample.
No test result for CYA test	pH is outside the range of 6.8 to 8.2	Error Code 451	Advise the customer to adjust pH and then return for a retest.
No test result for iron test	No prep reagent added to sample cell	No iron test result or consistent "0 ppm"	Retest with fresh sample and use 1 level scoop of R-9103-I.
Test results show errors ("retest") across wide range of tests	Device not imaging pads correctly	Report tells user to "retest with fresh sample"	Unplug the Xpress Flex unit from the computer's USB port for 15-20 seconds to power cycle the device and restart Xpress Flex Connect program. Retest with fresh sample.
Report Quality	Printer setting on computer set to grayscale	Report prints only in black	Go to "Settings" on your computer and uncheck grayscale in printer settings
Report Quality - Report is excessively long	Text in recommendations section could be excessive	Report for customer is more pages than desired	Edit recommendations in the sureTREAT program. If the user has done that, there is no fix. In the future, we may have a short-report option, but that is not available yet.
Report Quantity	Printer setting on computer set to multiple copies	Report prints too many copies	Go to "Settings" in computer and change "copies" in printer settings
Error updating or saving test strip counts AND/OR batch numbers	Certain features require Xpress Flex Connect to be run in administrator mode OR User does not have administrative rights on his computer. XFConnect cannot save to 'Program Data' folder if the user does not have the proper usage rights.	Flex Strip codes and quantities do not save	Right click on the "Xpress Flex Connect" short cut. Choose "Run as Administrator". Click "Yes" when it asks if you allow the app to make changes to your device. If it asks for a username/password, contact your computer administrator and run Windows with an account with administrator rights.
"It keeps telling me to install updates, but when I click it, nothing happens."	User needs to run XFConnect in administrator mode	The program will not install updates, even though the user clicks "Install"	Right click on the "Xpress Flex Connect" short cut. Choose "Run as Administrator". Click "Yes" when it asks if you allow the app to make changes to your device.
"Another product gives different results with the same water sample."	Different test methods use different chemistries to arrive at the best possible answer	Different test results with the same sample of water from different test methods	The Xpress Flex has been calibrated for use with our test strips to arrive at the best possible answers. No test method is universally perfect.
"I don't like the web URLs printing on the top and bottom of the test reports. The old sureTREAT app didn't do that."	User needs to adjust their printer settings	URLs print out on the top and bottom of the test reports	When you print, check your settings. In Chrome (for example) there is a checkbox under 'More settings' called 'Headers and footers'. This will remove the URLs from the report.

Proper Techniques for Testing

STEPS	MEASUREMENTS/NOTES
Pour your sample water into the center chamber on the test vial (~80 mL)
Carefully measure prep reagents for iron and phosphate and add to respective chambers	1 level scoop of iron reagent to chamber 1 and 0.5 mL of phosphate reagent to chamber 4
Carefully use syringe to measure sample water from center chamber and add to chamber 1 and 4	Add 5 mL to both chambers
Cap center chamber of test vial and swirl to mix
When dipping strips, be sure numbers on clip and testing vial line up	This should make the notches on the strip clip meet the test vial dividers This should allow the CYA pad on Flex 3 to enter the sample
Minimize "flicking" of test strips
Avoid handling test strips near pads when loading into Xpress Flex
Follow all program prompts	Start over with a fresh sample if late on any steps
Replace the lids of the test strip bottles when not in use
If Xpress Flex shuttle starts accumulating water, then dry with cloth
Start prep of next sample while Xpress Flex is waiting for current sample	Rinse and fill sample cell Add prep reagents (if necessary), transfer samples to Flex 1 and Flex 4 Place strip(s) in strip holder, apply strip clip

Tips and Tricks!

Keep these tips and tricks in mind to get the most out of your Xpress Flex testing experience.

TIP	STEP IN PROCEDURE	IMPROVEMENT
Sample prep	Iron and phosphate prep reagents	Add these reagents into respective chambers before adding sample water. This improves mixing and results.
Dipping strips	When using test strip clip and dipping strips into sample cell	Use two hands to dip strips. This helps with strip alignment while you are looking to avoid touching the inside of the sample cell.
Strips used	When loading the strip clip	Use only the strips for the tests you need for the water evaluation. This may be just Flex 3.
Personalize sT	Creating your profile in sureTREAT	Chosen tests and recommendations can be edited for your objectives.
Personalize sT	Creating your profile in sureTREAT	Graphics should be added for header and footer of your sureTREAT report.

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