Troubleshooting & Support

Check power connections and ensure the power switch is in the ON position. Verify that the power outlet is functioning. If using battery power, ensure the battery is charged. Contact support if issue persists.

Allow the instrument to cool completely before restarting. Check for obstructions around ventilation areas. Ensure the thermal block is clean and properly seated. Run a temperature calibration test.

Verify positive control shows amplification. Check reagent storage conditions and expiration dates. Ensure proper sample preparation and extraction. Confirm correct assay protocol and cycling parameters were used.

Check for PCR inhibitors in samples. Verify internal control reagents were added. Ensure proper sample volume was used. Consider diluting sample 1:10 and retesting.

Check for contamination in reagents or workspace. Use fresh reagents and clean pipettes. Ensure proper negative controls are included. Review amplification curves for abnormal patterns.

Check USB or network cable connections. Restart both instrument and computer. Verify correct drivers are installed. Check firewall settings are not blocking connection.

Ensure threshold settings are appropriate for your assay. Check that the correct analysis protocol is selected. Review amplification curves and Ct values. Contact technical support for interpretation assistance.

Ensure software is up to date with latest version. Check computer meets minimum system requirements. Close other programs to free up memory. Reinstall software if problems persist.

Verify sufficient starting material was used. Check extraction protocol steps were followed correctly. Ensure reagents are not expired. Consider using a different extraction method.

Store samples at appropriate temperature immediately after collection. Minimize freeze-thaw cycles. Use proper transport media. Process samples as soon as possible.

Note the exact error code or message displayed. Consult the user manual for error code definitions. Power cycle the instrument. Contact support with the specific error code for assistance.

Repeat testing in duplicate or triplicate. Consider the clinical context and patient history. Review quality control results. Consult with medical director or testing supervisor.