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
