Product FAQs

This is most likely to occur when a Piercer is being used. If the tip of the Piercer is pushed too deeply into the cement and allowed to remain in situ, then the cement behind the tip is liable to solidify and trap the probe. If this happens, the load on the probe may be excessive, preventing normal resonance because of the mass of cement now attached to the probe. An error message will appear on the generator screen warning the user about probe in ‘stuck in cement’ mode. In order to remove the probe from cement, energize the handset but do not apply any pressure to the handset for the first 2 seconds of use (this gives the channel a better chance to find a resonant feature). The generator will perform repeated scans of the handset, sounding a double beep as it does so. Whilst this occurs, gently remove the probe from the cement. When free from cement the channel mode will return to normal operation. This procedure may lead to an OVER-TEMPERATURE message on the screen. Allow the channel to cool for several minutes or switch channels. When the channel resets, attempt removal again. This process may take a couple of attempts, depending how deep the probe is stuck in the cement.

1. Visit app.TLHEX.com.
2. Choose your country from the available options.
3. Click “Request an Account” below login cridentials.
4. Fill in the form with the required data and submit your request to obtain a valid TL-HEX account.
5. Your request will be validated, and you will be notified about the progress of your submission by email.
6. If your request is approved, you will receive an email with your credentials.
7. It is highly recommended to change the password that you receive at the registration stage.

Please verify if your anti-spam filter has blocked the email coming from tlhexcustomercare@orthofix.com. If there isn’t any blocked email, please contact the TL-HEX Customer Care to check the status of your request.

1. Visit app.TLHEX.com.
2. Choose your country from the available options.
3. Click the “Login” button.
4. Access the application providing username and password in the appropriate fields.
5. Press the “Sign in” button.

Click the “Forgot your Username or Password?” link in the TL-HEX Application home page. Enter your username and an email with a new password will be promptly forwarded to your email address. If you have forgotten your username, please contact tlhexcustomercare@orthofix.com.

Laptop, desktop, tablet PC

• CPU:
  • SSE2 instructions set support (Pentium 4 or Athlon 64 with minimum 1.3 Ghz or newer)
• Memory:
  • Minimum 1GB
• Internet Connection:
  • Minimum required connectivity speed is 512kbps.
• Screen Resolution:
  • Minimum 1280 x 768 pixels
• Graphics adapter:
  • DirectX9
• Peripherals:
  • Mouse
  • Keyboards
  • Touch Display (iPAD only)
  • Printer (optional)
  • USB: web application does not have access to USB port
• Operating Systems:
  • Windows (Microsoft) – Minimum Windows 10
  • macOS (Apple) – Minimum macOS Big Sur (version 11)
  • iPad (Apple) – Minimum 15.7
• Web Browsers:
  • Google Chrome v105 or higher (Windows)
  • Microsoft Edge v104 or higher (Windows)
  • Firefox v105 or higher (Windows)
  • Safari 16 or higher (macOS)
  • Mobile Safari 15.7 or higher (iPadOS)
• Browser Plug-In:
  • Web Graphics Library (WebGL) enabled

NOTE: Web Graphics Library (WebGL) availability and minimum screen resolution are checked at login time in order to provide access to the SW.

Mobile Device

• CPU:
  • Anywhere intended Operating Systems run
• Memory:
  • Minimum 1GB
• Internet Connection:
  • Minimum required connectivity speed is 512kbps.
• Peripherals:
  • Touch Display
• Screen Resolution:
  • N/A
• Display Aspect Ratio:
  • iOS
    • 1:9 (iPhone 7, 8, SE, Plus versions included)
    • 19.5:9 (iPhone X, XR, XS, 11, 12, 13, 14, Mini, Pro and Pro Max versions)
  • Android
    • 16:9, 19.5:9, 19.8:9, 20:9

You can refer to the “Contact Us” section on the TL-HEX product page and choose the way you prefer to be in contact with TL-HEX Customer Care and our technical support.

Once you have been registered successfully to the TL-HEX application, you will have access to the “Instructions for Use” section. In this section, you can find the downloadable pdf version of the TL-HEX General Principle and Software User Guide, as well as other useful resources.

TrueLok Hardware is fully compatible with the TL-HEX hardware. TrueLok Instrumentation is the same for the TL-HEX. Furthermore, TrueLok rings can be used to complete a TL-HEX frame if needed.