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Cartridge Probe Error Guide
Possible Troubleshooting Options
Run Blank Cartridges

  • Perform troubleshooting by running a ‘blank’ cartridge with sample/reagent buffer only. 
  • Nota: For assays with an ‘SAC’ control, use a positive or negative control sample to avoid an ‘invalid’ test result. 

Required Data

  • .gxx /.nxx files for the last 90 days (preferred)
  • Test Report(s) for affected sample runs if .gxx is not available

Collecting GXX Data or Test Reports on a GXDX:
Step 1: Collecting Your Data

  1. Have a flash drive ready and connected to your computer. 
  2. Log in to GeneXpert DX Software as an Admin User. 
  3. In the GeneXpert DX Software, click on Data Management. 
  4. Click on Archive Tests. 
  5. Highlight all tests from the last three months, then click Select Highlighted. 
  6. Select Cloak IDs and Notes. 
  7. Click Ok. 
  8. In the Save In drop-down menu, select the flash drive, then click Save. 

Step 2: Uploading .gxx Data from the Export Folder (if data has been purged from software)

  1. Click on the GeneXpert Folder on the desktop. 
  2. Select the Export folder. 
  3. Click on the Date Modified header to organize the files by date. 
  4. Select all files from the last three months, then right-click and select Copy. 
  5. Go to the Start Menu, click on Computer, and double-click on the Removable Drive to open. 
  6. Right-click on the empty space in the Removable Drive window, then select Paste. 

Step 3: For Test Reports

  1. In the GeneXpert DX Software, click on View Results.
  2. Click on Report. 
  3. Check the boxes next to all tests of interest, then click Preview PDF. 
  4. When the PDF comes up, click on the File drop-down menu and select Print/Save.  

Collecting GXX Data or Test Reports on an Xpress® System
Step 1: Collecting Your Data

  1. Have a flash drive ready and connected to your computer. 
  2. Exit the Xpress Software and launch the GeneXpert DX Software by navigating to the Start Menu / All Programs / Cepheid / GeneXpert DX. 
  3. In the GeneXpert DX Software, click on Data Management. 
  4. Click on Archive Tests. 
  5. Select Cloak IDs and Notes. 
  6. Highlight all tests from the last three months, then click Select Highlighted. 
  7. Click Proceed. 
  8. In the Save In drop-down menu, select the flash drive, then click Save. 

Step 2: Uploading .gxx Data from the Export Folder (if data has been purged from software)

  1. Click on the GeneXpert Folder on the desktop. 
  2. Select the Export folder. 
  3. Click on the Date Modified header to organize the files by date. 
  4. Select all files from the last three months, then right-click and select Copy. 
  5. Go to the Start Menu, click on Computer, and double-click on the Removable Drive to open. 
  6. Right-click on the empty space in the Removable Drive window, then select Paste. 

Step 3: For Test Reports

  1. Exit the Xpress Software and launch the GeneXpert DX Software by navigating to the Start Menu / All Programs / Cepheid / GeneXpert DX. 
  2. In the GeneXpert DX Software, click on View Results. 
  3. Click on Report. 
  4. Check the boxes next to all tests of interest, then click Preview PDF. 
  5. When the PDF comes up, click on the File drop-down menu and select Print/Save.  

Collecting GXX Data or Test Reports on an Infinity® System

Step 1: Collecting Your Data

  1. Have a flash drive ready and connected to your computer. 
  2. In the Xpertise Software, click on Data Management on the right-hand side. 
  3. Click on Archive Tests. 
  4. Select Cloak IDs and Notes. 
  5. Highlight all tests from the last three months, then click Select Highlighted. 
  6. Click Proceed. 
  7. In the Save In drop-down menu, select the flash drive, then click Save. 

Step 2: Uploading .gxx Data from the Export Folder

  1. Ensure you are on your Windows Desktop. 
  2. Click on the GeneXpert Folder on the desktop. 
  3. Select the Export folder. 
  4. Click on the Date Modified header to organize the files by date. 
  5. Select all files from the last three months, then right-click and select Copy. 
  6. Go to the Start Menu, click on Computer, and double-click on the Removable Drive to open. 
  7. Right-click on the empty space in the Removable Drive window, then select Paste. 

Step 3: For Test Reports

  1. In the Xpertise Software, click on Results. 
  2. Click on the View Results option on the right-hand side. 
  3. Click on Report. 
  4. Check the boxes next to all tests of interest, then click Preview PDF. 
  5. When the PDF appears, click on the File drop-down menu and select Print.  

Uploading data online 

Uploading Data to the Cepheid Website 

  1. Safely remove the flash drive from your instrument and connect it to a computer with internet access. 
  2. Go to Upload Instrument Data   
  3. Open a web browser and go to www.cepheid.com and hover over the Support tab at the top of the page and click on Upload Instrument Data. 
  4. Fill in the form by entering all required fields. 
  5. Add your existing case number to the description if you have one. 
  6. Upload the files from your flash drive by clicking on Choose File and select the file(s) you saved to the flash drive, then click Open. 
  7. To submit the data, click Submit Request. 

Uploading Data to an existing case in the MyCepheid Portal

  1. Log in to MyCepheid 
  2. Select the appropriate Sold To related to your currently open case. 
  3. Go to the Support tab on the left-hand blue side menu (wrench icon). 
  4. Click + Create new case. 
  5. Fill in the form by entering all required fields.  
  6. Under the Details section, in the “What product type do you need assistance with?” dropdown, select Upload Instrument Data 
  7. Upload the files from your flash drive by clicking on Choose File and select the file(s) you saved to the flash drive, then click Open. 
  8. Click Create Case. 

Alternative to online submission 

Fax the test reports to 408-716-2550 

Help Us Further Investigate Probe Errors

To assist us in resolving probe errors, please answer the following questions and provide the necessary data to our tech support team. This will help us begin the investigation process promptly. 

Question 1: Issue state date 

When did you first experience this issue? 

Follow up Information: 

  • Is the error only occurring with the current lot? 
  • Was this error observed in previous lots? 
  • Is the error seen across multiple assays (if applicable)? 

Question 2: Module Information

Are the errors only occurring on certain modules? 

Follow up Information: 

  • What is the maintenance schedule and tasks for your system and modules?
Please describe in detail. 
  • How exactly are your modules cleaned? 
  • At what frequency do you clean your modules? 
  • Have you cleaned the module optics using the I-CORE cleaning brush?

Question 3: Sample Preparation

Can you describe your sample preparation in detail?

Follow up Information: 

  • What is the sample type tested? (e.g., external control, internal control, proficiency panel, etc.) 
  • How was the sample processed? 
  • How was the cartridge processed? 
  • How was the cartridge stored? 

Question 4: Xpert Check

When was last Xpert Check ran on the system?

Follow up Information: 

  • Provide Xpert Check details as part of the troubleshooting

Question 5: Error Details

Is the error occurring with a specific patient specimen repeatedly?   

Follow up Information: 

  • Record sample ID dependency and provide GXX data  

   

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

 

 

Contact Support
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