Automated Electrophoresis Support Request

Contact Information: 1-800-227-9770 Option 3-4-1 Retrieving Log Files and Raw Data Files 2100 Bioanalyzer Instruments: •    For Application Support, please provide raw data file ending in .xad. •    For Hardware Support, please provide Support Package. From 2100 Expert Software Go To > Help > Create Support Package. Check all boxes! Send us the .zip file. TapeStation Instruments: •    For Application Support, please provide raw data file ending in assay name ( .D1000, .RNA, .gDNA). •    For Hardware Support, please provide Logs. From Analysis Software Go To > File > Help > Export Log Files. Send us the .zip. Parallel Capillary Electrophoresis Instruments: •    For Application Support, please provide the zipped run file. Open ProSize file > Help > Zip Opened Data File > Select Open Folder now. Send us the zipped folder. •    For Hardware Support, Please send the Event and Error reports as pdf documents. From the Instrument Software Go To > Admin > select Error and Event reports and select date ranges from when the instrument was working fine to today.

Contact Information

Service Request Details

Select
Caret IconCaret symbol
Select
Caret IconCaret symbol

If this request is regarding reagent performance or a CofA request, please include the lot number below.

Please upload the instrument log file as well as any relevant raw data. For software errors, please include a screenshot of the error. If needed, instructions to export log files can be found to the left.

Drag and drop files here or
Privacy Notice|Report Abuse