Reporting problems

About this topic

If you have a technical problem that you cannot resolve after reading the maintenance and troubleshooting instructions, read the information in this topic for how to report hardware, software, and user guide problems.

 

 

Contacting technical support

If you find a problem with the BenchCel Microplate Handler, contact Agilent Automation Solutions Technical Support. For contact information, go to https://www.agilent.com/en-us/contact-us/page.

Note: You can also send a software bug report from within the VWorks software.

Reporting hardware problems

When contacting Agilent , make sure you have the serial number of the device or workstation ready. You can locate the serial number on the front and back of the BenchCel device.

Figure. BenchCel device front and back views

 

 

Reporting software problems

When you contact Agilent Automation Solutions Technical Support, make sure you provide the following:

•	Short description of the problem

•	Software version number

•	Error message text (or screen capture of the error message dialog box)

•	Screen capture of the About VWorks software dialog box

•	Relevant software files

To find the VWorks software version number:

In the VWorks software, select Help > About VWorks.

To find the Diagnostics software version number:

1	Open BenchCel Diagnostics.

2	Read the version number on the title bar of the diagnostics window.

To send compressed protocol and associated files in VZP format:

In the VWorks software, select File > Export to export and compress the following files:

•	Protocol file

•	Device file (includes the device profile and teachpoint file)

•	Labware definitions

•	Liquid classes

•	Pipette techniques

•	Hit-picking files

•	Plate map files

•	Barcode files

•	Error library

•

Log files

•	Form file (*.VWForm)

Reporting user guide problems

If you find a problem with this user guide or have suggestions for improvement, send your comments using one of the following methods:

•	Click the feedback button () in the online help.

•	Send an email to documentation.automation@agilent.com.

 

 

Related information

 

For more information about…	See…
Resolving hardware problems	Hardware problems
Resolving software errors	Software error messages
Safety information	Safety guidelines
Hardware description	Hardware overview