SureScan System User Guide
52
Troubleshooting Your System
The scanner was designed for low maintenance and high ease of use. If you cannot resolve a
problem with the system, read this chapter. If the problem still exists, contact your local Agilent
sales and support center.
Technical Support
Technical support is available for the SureScan Microarray Scanner System. Read the rest of this
chapter before calling your local Agilent sales and support center.
Use the web to reach technical support
The Help menu of the Scan Control program provides a link to Agilent technical support for the
scanner.
•
Click
Help > Online Support
.
Computer workstation support
If you have a problem with your computer workstation, see the documentation that came with the
computer.
If you are still unable to resolve the problem, contact your local Agilent sales and support center or
click
Help > Online Support
.
SureScan Microarray Scanner System support
If you have a problem with your SureScan Microarray Scanner System that requires assistance
from your local Agilent sales and support center, be prepared to provide the latest diagnostic log
files created by the Scan Control program. To open the folder that contains the log files, in the
Scan Control program main window, click
Tools > Log Files
. Log files are located in the folder C:\
ProgramData\Agilent\MicroArrayScanner\Logs.
Each scanner has a unique 10-character serial number. The serial number is located on the front
of the instrument at the lower right and on the rear of the instrument.
When corresponding with your local Agilent sales and support center about your SureScan
Microarray Scanner System, be sure to include the model number and 10-character serial number
of the scanner.
Make a note of the serial number of your scanner, the software version # and the installation date
in the spaces shown (if you print the following page) or on a sheet of paper that you keep close to
your scanner.
