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MAN-10152-01 for software v2.5
Troubleshooting
Troubleshooting
If you run into a problem with the instrument, try these steps:
1. Click F5 or click Assist (wrench icon) then Refresh to update the screen view.
2. If the problem is not resolved, log out by pressing Ctrl Alt Del then Sign Out. When the screen
shows the time, click anywhere to return to the users screen. Then sign in to Kiosk User.
3. If the problem is not resolved by F5 or logging out:
If you are NOT in the middle of a run, reboot the instrument. To do this, click
l
Administration, System Settings then Shutdown. When the screen goes dark, flip
the switch at the back of instrument to off. After 1 minute, flip it back to on. Upon
logging in, click Assist (wrench icon) then Restart Data Collection Workflow.
If you ARE in the middle of a run, contact
l
open a support case.
Suggested actions to resolve certain issues are listed below
Issue
Possible cause
Screen did not
Lag in the user
update or
interface
software is non-
responsive
Can't log in to
Internal clocks are
instrument
out of sync
FOR RESEARCH USE ONLY. Not for use in diagnostic procedures.
GeoMx DSP Instrument User Manual
GeoMxSupport@nanostring.com
(see Table
Table 4: Troubleshooting
Suggested action
Click F5 on keyboard or Assist (wrench icon), then Refresh
page.
If not resolved, log out using Ctrl Alt Del then Sign Out. Then
sign in to Kiosk User and log back in.
If neither option succeeds, and you are NOT in the middle of a
run, power cycle the instrument via the Admin menu and upon
reboot and log in, click Assist, Restart Data Collection
Workflow. If you ARE in the middle of a run, contact
GeoMxSupport@nanostring.com
Log out using Ctrl Alt Del then Sign Out. Then sign in to Kiosk
User to attempt to log in again.
If not resolved, reboot the instrument – if you can't log in to
reboot through the software, perform a hard-power-off by
flipping the switch on the back, wait 60 seconds, then turn back
on. Do not turn off instrument while in the middle of a run.
to
4).
.
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