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 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
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Reporting software problems
When you contact Agilent 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 VZP File 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.
) in the online help.• Send an email to documentation.automation@agilent.com.
Related information
For more information about… | See… |
|---|---|
Resolving hardware problems | |
Resolving software errors | |
Safety information | |
Hardware description |