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Temperature Error Troubleshooting and Case Submission Guide
If you encounter any of the following temperature-related errors, please provide the answers to the troubleshooting questions below and include a system log report:

 

1001: Temperature Drifted from Set point

1002: Heater Temperature Differential Error

1004: Internal Temp Out of Range

2014: Thermistor Temperature Out of Range

2022: Unable to Reach Desired Temperature

4009: Heater A Temperature Unstable

4010: Cooling Fan Operation Not Verified

4012: Heater B Temperature Unstable

4017: Thermistor Temperature Out of Range

 

Troubleshooting Questions:
Review the troubleshooting questions below. If your answer to questions 1-4 is Yes, collect a system log report (instructions below) and submit a case using the button at the bottom of this guide. Include any relevant answers in your case submission.

  1. Ambient Temperature:  Is the ambient room temperature within Operator Manual specification (15-30ºC/59-86ºF)? 
  2. Placement: Does the instrument have enough space from the wall, heat source, windows, or vents?   
  3. Clearance: Does the system have enough clearance?  The GxDx system needs at least 5 cm (2 in)  on each side, and the Infinity system needs at least 81 cm (32 in) of clearance on the back to ensure adequate ventilation and serviceability. 
  4. Fan Functionality: Are the fans in the back working properly?  Air flow should suck inward. Place a Kim-wipe against the fan when the instrument is powered on; it should stick if the fan is working.  
  5. Fan Filters: Are the fan filters clean and free of dust? 
  6. Error Frequency: How often does the error occur? Are there other temperature-related errors? 


How to Collect a System Log Report
If the issue is not resolved via the troubleshooting steps, collect a system log report then create a case using the button below and upload it to your case 
GXDX System

  1. In the GeneXpert DX Software, click on the Reports drop down menu
  2. Select System Log
  3. Ensure Errors Only and Currently Connected Modules are selected, then click Preview PDF
  4. Save the PDF from the File menu


Xpress® System

  1. Exit the Xpress Software and launch the GeneXpert DX software: From the Start Menu, select All Programs / Cepheid / GeneXpert DX 
  2. Select Reports from the drop-down menu
  3. Select System Log
  4. Ensure Errors Only and Currently Connected Modules are selected, then click Preview PDF 
  5. Save the PDF from the File menu 


Infinity® System

  1. From the Home screen in the Xpertise Software, click on Maintenance
  2. Select System Log 
  3. Ensure Errors Only and Currently Connected Modules are selected, then click Preview PDF 
  4. Save the PDF from the File menu

   

Still need help?

Click on the button below to directly open a support case. Upload your system log report to the case and add any relevant detail from the troubleshooting questions to the case description.  

Open a Technical Support case

 

 

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