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 Bravo Platform, 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 Technical Support, make sure you have the serial number of the device or workstation ready. You can find the serial number on the Bravo Platform serial number label.
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 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 an email to documentation.automation@agilent.com.
 
 
Related information
 
For information about...
See...
Troubleshooting problems
Software error messages
VWorks Automation Control User Guide
Stopping in an emergency
Shutting down