Troubleshooting

Cepheid HBDC training

2013

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 Troubleshooting Approach

1. In case of problem, look for an error message on the screen (pop-up windows, message
box at the bottom of the screen or in the "Error" tab in the menu "View Results")

2. Look for the error code in the GeneXpert user manual and follow the recommended
corrective actions.

3. If the problem remains, contact your local service provider (if applicable) or Cepheid
assistance
Service Telephone Email address

Technical hotline (Europe based)- +33.5.63.82.53.19 support@cepheideurope.com

Instrument errors

Technical hotline ( U.S.A based)- 888-838-3222, Option 2 techsupport@cepheid.com

Instrument errors

4. Continue to use other modules in the meantime (if possible) and exclude faulty
module(s) from tests (see slides 8 & 9)
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 Where to find Error messages?

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 Where to find Error messages?

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 Troubleshooting section in Operator Manual

Chapter 9.13 in current Operator Manual

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 How to obtain System Log Report

‒ Switch ON the GeneXpert

‒ Open the GeneXpert Software
‒ Click on « Report » then select « System Log »

‒ On the new windows that opens, select:

‒ Date range: « All »
‒ Modules: « Currently Connected Modules »
‒ Show: Errors only »
‒ Click on « Preview PDF »
‒ Save the file and send it to Cepheid Tech Support: support@cepheideurope.com

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 How to obtain System Log Report

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 How to Exclude Module(s) from Tests

Click on ‘’Setup’’, then “System

1 configuration”

Click on the button « Select

2 Modules »

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 How to Exclude Module(s) from Tests

Select the module(s) to exclude by

3 checking the box

4 Click on « OK »

!!! Excluded module(s) will not be usable anymore.

Once the situation is back to normal, the module(s)
must be removed from this list.

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 Modules not detected

YES Run a test

GeneXpert switched on before Computer?

Modules available in software?  Check Status NO

1- Right Ethernet port selected (On desktop)?

Check Ethernet cable:
Loose? or damaged?

2- IP address setting lost ?

IP address needs to be re-
NO
configured: Contact Technical support YES

3- Problem with LAN Port

Computer or GX ? 4- Problem with Gateway Replug or Replace
board or Modules? Ethernet cable

- Test the Computer LAN port with a

printer to see if it works or not
- Contact Technical support Module or Motherboard needs to
be replaced: Run a test
Contact Technical support
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 Temperature issues

Error codes: 1001, 1002, 2014, 4009 etc.

Causes:
- A heater component in a module is malfunctioning

- Ambient temperature is not within acceptable range

- Fan failure (broken or filter is dirty)

Solutions:
- Does this error affect only one module? Always the same?

- Check the internal temperature of the modules (in the Maintenance menu)

- Check room temperature (must be 15 to 300C)

- Check the fan functionality (exhaust at rear of the instrument)

- Check the filters are clean

- Check clearance around the system (must be 10-15 cm on all sides)

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 Stuck Cartridge

A cartridge is stuck inside a GeneXpert module

Causes:
- Module mechanical malfunction during the test

- Electrical failure

Solutions:
1 – try to remove the cartridge from the software

- In the GeneXpert Dx window, click “Maintenance” button

- On the Maintenance menu, click “Open Module Door”

- Select the module. Click “Open Door” to open the module door.

- If the door does not open, restart the system and repeat the above steps.

2 – Manual removal of the cartridge

If above steps did not solve the issue, contact Cepheid in order to be guided on how to remove module manually (detailed
procedure and online support will be provided)
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 Error Messages

Cause
Many different causes can lead to an
ERROR result. Click on Errors to know
more about the specific issue

Origin(s)
Most frequent issues, linked to sampling,
are detailed in the next slides. They should
be addressed by operators following the
advices contained in this document

All other issues should be reported to

Cepheid technical support group

Solution(s)
To easily reduce an unexpectedly high Error rate, it is essential that all operators identify errors linked to
sample preparation

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 Results with Errors:
INVALID
Problem
SPC (Internal Control) failed

Origin
PCR was inhibited due to inhibitors
(pus, food particles, …)

Solution
Before mixing with Cepheid sample reagent (SR) for decontamination, check that
sample does not contain food particles, pus ...
Collect a new sample when necessary

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 Results with Errors:
NO RESULT

Problem
Test could not be terminated and
Insufficient data were collected

Origin(s)
- Power failure during test
- “Stop Test” function was used.
(accidentally or deliberately)
- Computer freeze or crash during test

Solution
Secure the power supply.
Use “Stop Test” only when it’s necessary
Do not open other applications on the computer during tests
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 Error Messages:
Probe check failed: 5006/5007
Problem
Probe Check control failed and test was
stopped before amplification

Origin(s)
- Incorrect processing of sample (viscosity)
- Incorrect sample volume
- Improper fluid transfer (bubbles)
- Incorrect storage of cartridges (Probe
integrity issues detected)

Solution(s)
- Make sure the sample is totally liquefied before transferring to the cartridges:
 If after 15 minutes of incubation with Sample Reagent, sample is still too viscous do not load it into the
cartridge. Wait up to 10 more minutes.
- Add from 2 to 4 mL of the preparation in the cartridges
- Avoid making bubbles
- Store the kits between 2 to 28°C
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 Error Messages:
Abnormal Pressure detected: 2008
Problem
Pressure reading exceeds the maximum
(2008)

Origin
- Filter of cartridge is clogged (due to too
viscous sample or particles)
- Pressure sensor failed

Solution(s)
- Make sure the sample is totally liquefied before transferring to the cartridges:
 if after 15 minutes of incubation with Sample Reagent, sample is still too viscous do not load it into the
cartridge. Wait up to 10 more minutes.
- Make sure sample does not contain any solid particles
- Use a new cartridge and add only Sample Reagent, if problem persists it’s likely a module
problem: contact Cepheid
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Error Messages:
Module communication loss was detected: 2127
Problem
Communication is lost between modules and
software

Origin
- Ethernet connection between PC and GX is bad
- Power supply issue (main power or UPS fluctuations)
- Bad connection points between Gateway Board
and modules
- Room temperature is too high

Solution(s)
- Unplug and replug Ethernet cable between PC and instrument, restart the system
- Unplug and replug the communication cable between gateway board and GeneXpert. Restart system.
- Secure Power supply and use adapted UPS/Surge protector
- Check Room temperature (should be below 39°C)
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Error Messages:
Signal loss detected in the amplification curve: 5011
Cause
Signal loss detected in the amplification
curve.

Origin
Loss of tube pressure because the
cartridge tube is not airtight, or cartridge
valve is not working right

Solution(s)
- Make sure there is no bubbles in the reaction tube
- Use a new cartridge. If error repeats, this can be module related: modules fluidics are not
working well. Contact Cepheid support team.

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Cepheid Assistance & Support

If you need help or have a question about GeneXpert please contact us

Service Telephone Email address

Training Center (Europe) +33.5.63.82.5(386)/(378)/(360) training@cepheidhbdc.com

Technical hotline (Europe based)- +33.5.63.82.53.19 support@cepheideurope.com

Instrument errors

Technical hotline ( U.S.A based)- 888-838-3222, Option 2 techsupport@cepheid.com

Instrument errors

When Contacting Cepheid, please prepare: The Serial number of the GeneXpert, the recorded error
messages, the description of the incident and when possible the archived runs concerned

Information of the system

Serial number of your GeneXpert (at the back side, near the power button)

Computer Service Express Service Tag Number

Installation date of the system … / … / ….

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 Thank You.
Visit us at
www.cepheidcares.com

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