Troubleshooting hardware problems

About this topic

This topic describes some commonly-encountered hardware problems and provides suggestions for how to solve them.

If you encounter a problem, review the following tables first to see if you can solve the problem:

•	Communications or power problems

•	Air pressure and label pick-and-place problems

•	Printing problems

If an error message appears, see Resolving error messages.

If your problem is not listed, or you are not able to resolve the problem, contact Agilent Automation Solutions Technical Support. See Reporting problems.

Communications or power problems

 

Problem	Possible cause	Possible solution
The Microplate Labeler does not turn on.	The power cord is not connected or is defective.	Ensure that the power cord is connected to the Microplate Labeler connection panel at the rear of the applicator. See Connecting the power cord. Make sure the power cord is in good condition.
	The fuse is bad.	See Replacing the fuse. IMPORTANT A blown fuse can indicate other problems. If the fuse blows again, contact Agilent Automation Solutions Technical Support.
The profile failed to initialize the device.	The communications cable is not properly connected, or the wrong cable is being used.	Verify that the correct cable is properly connected. Note: Ethernet is the recommended mode of communication. See Connecting the device to the computer.
	The printer is not in a Ready state.	The Ready message must appear on the printer’s display before the Microplate Labeler can initialize. If the Ready message does not appear: 1 Open the printer cover, and verify that the printhead lever is down. 2 Turn off the power to the Microplate Labeler, wait a full 5 seconds, and then turn on the power.
Communication is not established with an Ethernet connection.	The communications cable is not properly connected, or the wrong cable is being used.	Verify the computer was connected correctly to the Ethernet port on the Microplate Labeler connection panel (at the back of the applicator). See Connecting the device to the computer.
	The IP address setting is incorrect.	If you are connecting multiple Microplate Labeler devices on the same network, contact Agilent Automation Solutions Technical Support for guidance on setting the IP addresses. For details on how to connect to the device via Ethernet, see Connecting the device to the computer.
Communication is not established with a serial connection.	The communications cable is not properly connected, or the wrong cable is being used.	Verify that the computer was connected correctly to the serial port on the Microplate Labeler connection panel (at the back of the applicator). See Connecting the device to the computer.
	Wrong COM port selected	Verify that the selected profile specifies the correct COM port on the computer. To verify the COM port in the profile: 1 In Microplate Labeler Diagnostics, click the Profiles tab. 2 Select the profile, and verify the selected COM port is correct for your connection. For details on creating or editing profiles, see Creating a profile.
The printer screen is blank.	The printer was not initialized properly or the power was cycled too quickly.	At the Microplate Labeler connection panel (on the back of the applicator), press the power switch to the off (o) position, wait a full 5 seconds, and then press the power switch to the on (|) position.
	The printer power switch is in the off (o) position.	Ensure that the power switch on the back of the printer remains in the on (|) position at all times.
In Microplate Labeler Diagnostics, the Trigger BCR button and Verify barcodes buttons are unavailable.	The barcode reader was not detected during initialization, or the Microplate Labeler was not initialized.	Make sure the barcode reader is installed properly. For details, contact Agilent Automation Solutions Technical Support.

Air pressure and label pick-and-place problems

 

Problem	Possible cause	Possible solution
The applicator head does not retract, extend, or rotate on command and you can hear a hissing sound.	An air leak is present.	Inspect the air tubing and check the air connection on the Microplate Labeler connection panel and at the source for leaks. For connection details, see Connecting the air tubing: non-metric or Connecting the air tubing: metric.
The applicator head does not extend far enough to reach the labels at the printer, or is retracting too soon.	The air pressure is set incorrectly.	Check the air pressure and adjust the pressure as necessary. See Checking the basic applicator functions.
	The pneumatics flow control requires adjustment.	Contact Agilent Automation Solutions Technical Support.
Labels are not being picked up from the printer.	The air pressure is set incorrectly.	Check the air pressure and adjust the pressure as necessary. See Checking the basic applicator functions.
	The vacuum pads are dirty or worn.	See Cleaning and replacing the vacuum pads.
	The applicator head height or internal pressure settings require adjustment.	Contact Agilent Automation Solutions Technical Support.
A label is “flipped over” when the applicator head is picking it up from the printer.	The vacuum pads are dirty or worn.	Remove the label and clean the vacuum pads. See Cleaning and replacing the vacuum pads. If the problem persists, contact Agilent Automation Solutions Technical Support.

Printing problems

 

Problem	Possible cause	Possible solution
The printed image is not clear.	The wrong type of media is installed, or the media is installed incorrectly.	Make sure that you are using the ribbon and labels provided in the Microplate Labeler Media Kit. See Loading labels and ribbon.
	The transfer ribbon is wrinkled.	See Adjusting the feed path of the ribbon.
The print image has smears or blanks, or one side is lighter than the other.	The printhead is dirty.	See Cleaning the printer components.
The labels feed through the printer, but the ribbon does not move.	The ribbon is installed incorrectly.	Make sure that you are using the ribbon and labels provided in the Microplate Labeler Media Kit, and that the media is installed correctly. See Loading labels and ribbon.
The labels are drifting at the peelbar.	Excess media backing up on the take-up reel.	Discard the excess labels and ribbon and re-install labels and ribbon. See Loading labels and ribbon.

Related topics

 

For information about...	See...
Shutting down the Microplate Labeler	Starting up and shutting down.
Hardware overview	Hardware overview
Opening Microplate Labeler Diagnostics	Opening Diagnostics
Preventive maintenance schedule	Routine maintenance
Resolving error messages	Resolving error messages
Reporting problems	Reporting problems