Troubleshooting "Invalid Pointer" Error on Your Tecan EVOware

Are you a Tecan user who's encountered the frustrating "Error while connecting to MCS server: Invalid pointer" message when launching your EVOware Standard software? This issue can seem daunting, but it's often caused by improper shutdowns, driver conflicts, or hardware connection problems. This blog post provides a step-by-step troubleshooting guide to help you get back up and running.

Understanding the Problem

The "Invalid pointer" error indicates that the EVOware software is having trouble connecting to the MCS (Message Control Server). This issue can be caused by an improperly terminated driver process from a previous session, which can lead to a conflict or prevent the software from properly locating essential files, such as MCS.ini. This can happen whether the instrument is powered on or off.

Troubleshooting and Solution Steps

Follow these steps in order to diagnose and resolve the issue.

Step 1: Check Physical Connections and Instrument Power

Before diving into software fixes, it's crucial to rule out any physical problems.

• Verify Instrument Power: Ensure your Tecan instrument is powered on. While the error can occur with the instrument off, it's the first thing to check.
• Secure All Cables: Confirm that all cables, especially the USB cable connecting the EVO instrument to the PC, are securely plugged in at both ends.
• Check the Hardlock/Dongle: Make sure the hardlock or dongle is properly inserted into the PC. This hardware key is often required for the software to function correctly.

Step 2: Restart and Unload Drivers

Improper software shutdown is the most common cause of this error. Even if you've restarted the computer, "orphaned" driver processes might still be causing a conflict.

• Close EVOware: Completely close the EVOware software if it's currently running.
• Run the "Shutdown EVOware drivers" Tool: Navigate to the Tecan folder in your Windows Start Menu. Look for and run the "Shutdown EVOware drivers" tool. This utility is specifically designed to properly terminate all background driver applications, including MCS.exe, and is a critical step in resolving this type of issue.
• Restart EVOware: After running the tool, launch EVOware again. This process often resolves the problem by ensuring a clean start for all the necessary drivers.

Step 3: Verify the MCS.ini File and Repair the Installation

If the issue persists, a critical configuration file may be missing or corrupted.

• Check for MCS.ini: Check your computer to see if the file C:\Program Files (x86)\Common Files\Tecan\_MCS\MCS.ini exists.
• Run a Repair: If the file is missing or you suspect it's corrupted, we recommend attempting to repair the EVOware installation. You can do this by running the EVOware installation software (.exe) and selecting the "Repair" option. This function attempts to restore any missing or damaged files, including MCS.ini.

Encountering "Error 1001" During Repair?

During the repair process, you might see an error message like "Error 1001. Access to the path ‘C:\Program Files (x86)/Common Files\Tecan\Tecan ErrorHandling\v 1.0\Tecan.ErrorHanding.InstallState’ is denied." This indicates a permissions issue. The Windows user account you are using does not have sufficient rights to modify the Tecan installation folders.

How to Fix "Error 1001":

• Grant Full Access: You need to grant your current Windows user account full control over the necessary Tecan folders. The key locations are:
  
  1. C:\Program Files (x86)\Common Files\Tecan
  2. C:\Program Files (x86)\TECAN
     
  3. C:\ProgramData\TECAN
     
• Adjust Permissions: Right-click on each of these folders, go to "Properties," select the "Security" tab, and then click "Edit" to change the permissions for your user account. Give your account "Full control" and apply the changes.
  
• Rerun Repair: Once you have adjusted the permissions, try running the EVOware repair function again. This should now complete successfully and restore the necessary files.

By following these steps, you can effectively troubleshoot and resolve most "Invalid pointer" errors. Remember, proper software shutdown and ensuring correct file permissions are key to a stable EVOware environment.

If the error persists after these steps, don’t hesitate to contact our service team for expert assistance.

SeqGen specializes in the repair, maintenance, and refurbishment of essential laboratory instruments used in DNA sequencing and genetic research. Our expertise covers a wide range of equipment, including DNA sequencers like the ABI 3730/3730XL, 3500/3500XL, SCIEX LC/MS mass spectrometers such as the SCIEX 6500+, TECAN Freedom EVO liquid handlers, real-time PCR systems, thermal cyclers, and microplate readers. With experience in both current and legacy models, SeqGen provides cost-effective solutions at significantly lower prices than leading competitors.