We all know that uneasy, sinking feeling. It’s the end of the week, your machine is failing, and it feels like all is lost. Your plans to have a productive day at work are ruined, and so is your weekend. Sometimes your instrument has a different idea of fun. But that’s why you have SeqGen. Our expert team of service engineers are ready for any malfunction you might encounter. But before you give us a ring, there are a few simple steps you can take to expedite the troubleshooting process.
Step 1:
When you first encounter the error, write down the error code or message, if applicable. Then, take screenshots to help us understand what you’re seeing in person. Having a visual gives us a better idea of your operational scenario and allows us to narrow down the source of your instrument error faster.
Step 2:
With some instruments, there might be an indicator light associated with the error. Depending on the nature of the problem, the light might be flashing or solid. The light isn’t very helpful on its own, but this signal can provide a lot of context for our technicians. Be sure to record the status of the light on your instrument because our team is sure to ask.
Step 3:
When an error occurs, the instrument will likely come to a hard stop. In some cases, rebooting the instrument can clear the immediate error and allow some additional runs to be conducted. After all, a laser error message doesn’t necessarily mean your laser is 100% dead. But remember: Rebooting does not solve the problem. If you reboot and immediately notice an error or lights failure, it’s time to contact customer support.
Now, you’re ready to call or email SeqGen Service. Be sure to keep your error code handy, email us your screenshots, and explain the instrument light status clearly. Detailed information helps our engineers diagnose your instrument more easily and efficiently. So grab your notes and get in touch. Our team looks forward to hearing from you!
