Troubleshooting; Contacting Qiagen Technical Services; Creating A Support Package - Qiagen EZ2 Connect User Manual

7

Troubleshooting

This section contains information about what to do if an error occurs when using the EZ2 instrument.
7.1

Contacting QIAGEN Technical Services

Whenever encountering an EZ2 instrument error, be sure to have the following information at hand:
Note: Much of the information listed below can be found in the run report.
Protocol name and version

Software version

Serial number of the instrument, this can be found on the type plate at the rear of the

instrument or in each run report
Sample input material and sample pre-treatment

Detailed description of the error situation

Support package

This information will help you and your QIAGEN Technical Service Specialist to deal most efficiently
with your issue.
Note: Information about the latest software and protocol versions can be found at www.qiagen.com.
In some cases, updates may be available for addressing specific problems.
7.1.1

Creating a support package

The EZ2 can create a support package containing information about the device and the device
status. This can help the product support to find issues.
1. Plug in a USB flash drive.
2. Tap Data on the toolbar.
Figure 81. Data button on the toolbar.
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