Software error messages

About this topic

This topic lists possible software error messages, the causes of the errors, and ways to resolve the errors. If you are still experiencing problems with the BenchCel Microplate Handler after trying the solutions, contact Automation Solutions Technical Support.

Software error messages

The following software error messages might appear during a protocol run or when you are using BenchCel Diagnostics. The messages are listed alphabetically.

 

Error message	Cause	Solution
Communication timed out	Communication between the controlling computer and the BenchCel Microplate Handler or external device failed.	Try the following: 1 Verify that the device profile has the correct the COM port number (serial) or Ethernet ID. 2 Restart the VWorks software. 3 Restart the BenchCel Microplate Handler. 4 Check the Ethernet or serial cables. 5 (Ethernet only) Verify that the Ethernet switch has power. If the problem continues, contact Automation Solutions Technical Support.
Deadlock detected	The microplate is assigned to the wrong labware class.	Check that the labware belongs to the correct labware class in the Labware Editor. Most microplates should belong to the Uses Standard Plate Pad class. If you created a special class for a particular microplate, make sure it belongs to the special class. For more information about setting up labware classes, see the VWorks Automation Control Setup Guide.
	The protocol run is unable to continue. Some or all of the target locations are unavailable, so the microplates cannot be moved to those locations.	Review the protocol and the run log. Run the simulator to determine the reason for the deadlock. In addition, check that the number of simultaneous microplates is not too high. See the VWorks Automation Control User Guide.
The device was not found	The BenchCel device is not connected to the controlling computer, or the incorrect profile is used.	To connect the device: 1 Turn off the BenchCel Microplate Handler and exit the VWorks software. 2 Ensure the BenchCel Microplate Handler is connected to the controlling computer. See Connecting the computer. 3 Wait 10 seconds, and then turn on the BenchCel Microplate Handler. 4 Wait for the BenchCel Microplate Handler to finish its homing routine, and then start the VWorks software. To check the profile: 1 In BenchCel Diagnostics, click the Profiles tab. 2 Check or select the correct profile. Verify that the profile uses the correct the COM port number (serial) or Ethernet ID.
Flash operation not successful	The robot could not write to its flash memory.	In the error message dialog box, click Retry. If clicking Retry does not resolve the problem, restart the BenchCel Microplate Handler. If the problem persists, contact Automation Solutions Technical Support.
The gripper positions are too close	The Gripper open position parameter value is less than the Gripper holding plate position parameter value.	In the labware definition, make sure the Gripper open position value is 3 mm or greater than the Gripper holding plate position value. You can change the parameters in the Labware Editor or in BenchCel Diagnostics.
No plate in grippers	The Orientation threshold was used to detect microplate presence, and the sensor readings from all four corners are below the threshold. Note: The software always uses the Orientation threshold as a secondary check, even if the Check Orientation option is not selected.	Reduce the Orientation threshold value.
	The Robot gripper offset parameter value is incorrect.	Correct the Robot gripper offset value in the Labware Editor or in BenchCel Diagnostics. An 8‑mm offset works for most labware.
	No microplate is available at the pickup location.	Make sure you load or place labware at the target location.
	The Orientation sensor offset parameter value is incorrect.	Adjust the Orientation sensor offset value in BenchCel Diagnostics. See Setting sensor thresholds for detailed instructions.
	The sensor intensity and threshold require adjustment.	See Setting sensor thresholds for detailed instructions.
No plate in stack	The plate-presence sensor does not detect a microplate in the stack because of one or more of the following: • No microplate is in the stack. • Plate presence threshold is not set correctly. • The plate-presence sensor is not working properly.	Verify microplates are loaded in the correct stack. If the problem persists, contact Automation Solutions Technical Support.
Operation timed out	The robot was unable to execute a command.	In the error message dialog box, click Retry. If clicking Retry does not resolve the problem, restart the BenchCel Microplate Handler. If the problem persists, contact Automation Solutions Technical Support.
Plate in grippers	The robot senses a microplate in its grippers, but it does not expect to have the microplate for the specified command or action.	In BenchCel Diagnostics, use commands to move and place the microplate at an available teachpoint. Retry the intended command.
Plate is rotated	The microplate is loaded in the wrong orientation.	Check the microplate orientation (notch selections) in the Labware Editor or in BenchCel Diagnostics. Make sure you load the microplates in the rack accordingly.
	Notch selection is incorrect in the labware definition.	Verify the notch selection in the Labware Editor or in BenchCel Diagnostics.
	The Orientation sensor offset parameter value is incorrect.	Adjust the Orientation sensor offset value in BenchCel Diagnostics. See Setting sensor thresholds for detailed instructions.
	The sensor intensity and threshold require adjustment.	See Setting sensor thresholds for detailed instructions.
Position error on grippers	The robot grippers failed to move to the commanded position. For example, something is blocking the robot grippers.	In the error message dialog box, click Retry. If clicking Retry does not resolve the problem, home the robot and retry the intended command. If the problem persists, contact Automation Solutions Technical Support.
Position error on the Theta axis	The robot failed to move to the commanded position. For example, something is blocking the robot.	In the error message dialog box, click Retry. If clicking Retry does not resolve the problem, home the robot and retry the intended command. If the problem persists, contact Automation Solutions Technical Support.
Position error on x axis	The robot failed to move to the commanded position. For example, something is blocking the robot.	In the error message dialog box, click Retry. If clicking Retry does not resolve the problem, home the robot and retry the intended command. If the problem persists, contact Automation Solutions Technical Support.
Position error on z axis	The robot failed to move to the commanded position. For example, something is blocking the robot.	In the error message dialog box, click Retry. If clicking Retry does not resolve the problem, home the robot and retry the intended command. If the problem persists, contact Automation Solutions Technical Support.
Rack not present	The labware rack is not installed on the BenchCel Microplate Handler.	Install the labware rack. See Installing and uninstalling the labware racks for the procedure.
	The rack-presence sensor is not able to detect the rack because one of the following: • The rack sensor threshold is too high. • The rack-presence sensor is not working.	In the BenchCel Diagnostics, click the General Settings tab, and adjust the value in the Rack sensor threshold box. If the problem persists, contact Automation Solutions Technical Support.
Stack not loaded	The stacker may or may not contain microplates. However, the stacker grippers are open or the shelves are extended when they should not be.	Unload the microplates, if any, from the stacker. If a microplate is held by the stacker grippers, use BenchCel Diagnostics commands to open the stacker grippers to release the microplate. In BenchCel Diagnostics, use commands to retract the shelves or open the stacker grippers. Reload the microplates and retry the intended commands.
Stacker shelf not extended	The BenchCel Microplate Handler expected the shelves to be extended but they are not.	In BenchCel Diagnostics, click the Controls tab. In the graphical display area, click Extend Shelf at the desired stacker.
Stacker shelf not retracted	The BenchCel Microplate Handler expected the shelves to be retracted but they are not.	In BenchCel Diagnostics, click the Controls tab. In the graphical display area, click Retract Shelf at the desired stacker.
Stacker shelf position error	The BenchCel Microplate Handler is trying to extend or retract the shelves but was unable to do so.	Check for obstacles in the stacker head that might be blocking the shelves. In BenchCel Diagnostics, click the Controls tab. In the graphical display area, click Extend Shelf or Retract Shelf at the desired stack.
Thermal cutoff active for theta-axis	The theta motor is overheated.	Shut down the BenchCel Microplate Handler and wait for the robot head to cool down before retrying the intended protocol run or commands.
		WARNING Do not touch the robot head because it might be too hot.
Theta position out of bounds	The robot is commanded to move out of its range on the theta-axis.	Check the teachpoint theta-axis value to make sure it is not beyond the factory-set limits. If the problem persists, contact Automation Solutions Technical Support.
Timeoout on grippers	The motor’s controller did not respond as expected.	Home the robot, and then move the robot in the same axis. If the robot moves, continue on. If the robot does not move, quit the VWorks software and restart the BenchCel Microplate Handler. If the problem persists, contact Automation Solutions Technical Support.
Timeout on theta‑axis	The motor’s controller did not respond as expected.	Home the robot, and then move the robot in the same axis. If the robot moves, continue on. If the robot does not move, quit the operating software and restart the BenchCel Microplate Handler. If the problem persists, contact Automation Solutions Technical Support.
Timeout on x-axis	The motor’s controller did not respond as expected.	Home the robot, and then move the robot in the same axis. If the robot moves, continue on. If the robot does not move, quit the operating software and restart the BenchCel Microplate Handler. If the problem persists, contact Automation Solutions Technical Support.
Timeout on z-axis	The motor’s controller did not respond as expected.	Home the robot, and then move the robot in the same axis. If the robot moves, continue on. If the robot does not move, quit the operating software and restart the BenchCel Microplate Handler. If the problem persists, contact Automation Solutions Technical Support.
Wrong plate type	The microplate in the stack is different from the labware selected in the software.	Check the labware selected in the Labware Editor or in the BenchCel Diagnostics Controls tab.
	The microplate is loaded in the wrong orientation.	Check the microplate orientation (notch selections) in the labware definition and make sure you load the microplates in the rack accordingly.
	The plate-orientation sensors are not able to detect the microplate notches correctly because of one of the following: • The microplate is not in the correct position to be detected by the sensors. • The sensor intensity and threshold settings need adjustments.	See Setting sensor thresholds.
X position out of bounds	The robot is commanded to move out of its range in the x‑axis.	Check the teachpoint x-axis value to make sure it is not beyond the factory-set limits. If the problem persists, contact Automation Solutions Technical Support.
Z position out of bounds	The robot is commanded to move out of its range in the y‑axis.	Check the teachpoint z-axis value to make sure it is not beyond the factory-set limits. If the problem persists, contact Automation Solutions Technical Support.

Related information

 

For information about...	See...
BenchCel Microplate Handler component names	Hardware overview
Opening BenchCel Diagnostics	Opening BenchCel Diagnostics
Hardware problems	Hardware problems
Checking and adjusting the stacker gripper pressure (internal air pressure)	Adjusting the stacker gripper pressure
Reporting problems to Agilent Technologies	Reporting problems