Da

✏️ Editing: 1677794138.M555244P2191550.aristoteles.x5servers.net,S=49917,W=50826:2,S

From: <rcruz@sapasequipment.com>
To: "'ALH NA Technical Support Group1'" <applications.alhd@thermofisher.com>
References: <_iHzn000000000000000000000000000000000000000000000RPTJ8E00UDkZ0stdRBeV7Kes-BykLg@sfdc.net> <00b301d94c9e$1e1b9c50$5a52d4f0$@sapasequipment.com> <vZ66Z000000000000000000000000000000000000000000000RQWI5O00FsV1le6_SPunnooqYoVyUw@sfdc.net> <004401d94d22$a4205730$ec610590$@sapasequipment.com> <7aHBX000000000000000000000000000000000000000000000RQWJFK00oKdy2ENRQPGoC29rRUG5dA@sfdc.net>
In-Reply-To: <7aHBX000000000000000000000000000000000000000000000RQWJFK00oKdy2ENRQPGoC29rRUG5dA@sfdc.net>
Subject: RE: FW: MD 384 Troubleshooting - Missing Priming Vessel [ ref:_00D606yt2._5004z1mR4mK:ref ]
Date: Thu, 2 Mar 2023 15:55:32 -0600
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Hi Diane,

So we cleaned out the sensor area( with compressed air and q-tips with
alcohol).  Initially it worked intermittently but now it wont work.  I
would think the next thing is to replace the sensors?

Best

Rich

From: ALH NA Technical Support Group1 <applications.alhd@thermofisher.com>

Sent: Thursday, March 2, 2023 10:36 AM
To: rcruz@sapasequipment.com
Subject: RE: FW: MD 384 Troubleshooting - Missing Priming Vessel [
ref:_00D606yt2._5004z1mR4mK:ref ]

Rich,

Please let me know how it works out either way?

Diane Baraket

--------------- Original Message ---------------
From: [rcruz@sapasequipment.com]
Sent: 3/2/2023 11:18 AM
To: applications.alhd@thermofisher.com
<mailto:applications.alhd@thermofisher.com> 
Subject: RE: FW: MD 384 Troubleshooting - Missing Priming Vessel [
ref:_00D606yt2._5004z1mR4mK:ref ]

Hi Diane,

Great information!  We will clean to sensor and hopefully resolve the
issue.

Best

Rich

From: ALH NA Technical Support Group1 <applications.alhd@thermofisher.com
<mailto:applications.alhd@thermofisher.com> >
Sent: Thursday, March 2, 2023 10:08 AM
To: rcruz@sapasequipment.com <mailto:rcruz@sapasequipment.com> 
Subject: RE: FW: MD 384 Troubleshooting - Missing Priming Vessel [
ref:_00D606yt2._5004z1mR4mK:ref ]

Hello Rich,

Check that the priming vessel is firmly inserted next to the plate
carrier. The Multidrop 384 will not operate if the priming vessel is not
completely inserted into its slot. Otherwise the sensors are dirty.

1. If an error is detected, the response is one of the following:
ER5<CR><LF> The priming vessel is not inserted into its slot.

2. The error LED operates when trying to prime
The priming vessel is not present. - Insert the priming vessel.
There is dirt in the priming vessel - Clean the priming vessel senso
sensor.

I am attaching the user manual for you as there are some troubleshooting
suggestions.

Unfortunately the MD 384 instruments have reached there end of service
life (EOSL). The field service engineers (FSE) / in-house service depots
can no longer support mechanical repairs due to the unavailability of the
necessary components to get the instrument back up and running properly.

You would need to replace these units with a newer model if you cannot get
them back up and running.

I will reach out to see if Service can entertain your question and get
back to you if they provide any other suggestions.

Best,
Diane Baraket
Technical Applications Scientist III, Commercial Global Service and
Support
Life Sciences Solutions Group
Thermo Fisher Scientific
T (USA) 800-955-6288 (EMEA) 00-800-5345-5345
applications.alhd@thermofisher.com
<mailto:applications.alhd@thermofisher.com> 
www.thermofisher.com <http://www.thermofisher.com>

--------------- Original Message ---------------
From: [rcruz@sapasequipment.com]
Sent: 3/1/2023 7:29 PM
To: applications.alhd@thermofisher.com
<mailto:applications.alhd@thermofisher.com> 
Subject: FW: MD 384 Troubleshooting - Missing Priming Vessel [
ref:_00D606yt2._5004z1mR4mK:ref ]

Hello again Diane,

So we actually have the priming vessel but it is continues with the same
problem.  Unit will try to move to the left but cannot continue and
displays the ERROR message.

Would appreciate any insight on what else it could be.  We have four of
these units with the same problem.

Thanks,

Rich

From: rcruz@sapasequipment.com <mailto:rcruz@sapasequipment.com>
<rcruz@sapasequipment.com <mailto:rcruz@sapasequipment.com> >
Sent: Tuesday, February 28, 2023 12:38 PM
To: 'rcruz@sapasequipment.com' <rcruz@sapasequipment.com
<mailto:rcruz@sapasequipment.com> >
Subject: FW: MD 384 Troubleshooting - Missing Priming Vessel [
ref:_00D606yt2._5004z1mR4mK:ref ]

From: ALH NA Technical Support Group1 <applications.alhd@thermofisher.com
<mailto:applications.alhd@thermofisher.com> >
Sent: Thursday, February 9, 2023 9:05 AM
To: rcruz@sapasequipment.com <mailto:rcruz@sapasequipment.com> 
Subject: MD 384 Troubleshooting - Missing Priming Vessel [
ref:_00D606yt2._5004z1mR4mK:ref ]

Hi Richard,

Sorry if this a duplicate I was trying to send you an email and I was
having difficulty and not sure if it sent.

Thank you for your inquiry.
It was a such a pleasure speaking with you earlier.

I'm Diane Baraket, primary application scientist / technical support
contact for the Multidrop Combi Reagent Dispensers, the Versette Automated
Liquid Handler and Legacy Matrix products such as the PlateMates, Hydra
and WellMate units. It is nice to meet you. A little about me and my
services I can offer. I am here to support your research as Thermo Fisher
Scientific supports a large range of laboratory products from consumables,
safety supplies, lab equipment, and more. I can assist you with product
applications and software support, product recommendations and help with
any complimentary equipment/supplies to ensure you get the most out of
your workflow needs. If you require special pricing and quotes, I can
bring in your specific sales / service rep as well to provide you a "one
stop shopping" experience.

Please keep my information going forward in case you have any inquires on
the specific product lines noted above. You can reach me directly by using
the email address my signature below, or simply reply to this email.
-------------

I was able to locate the part number for the priming vessel you need for
the instrument. I attached the user manual for your reference to have on
hand in case you need to look up anything in the future.

I also attached the brochure in case you need to update your unit at some
point, feel free to contact me to assist once that time comes
<mailto:applications.alhd@thermofisher.com>
applications.alhd@thermofisher.com

1046240  Priming vessel, one cavity

Replacement parts are not on the website to purchase, only accessories.
If you are looking to purchase replacement parts, please order it through
the customer portal below:
 
<https://urldefense.com/v3/__https:/www.labequipmentparts.com/labware/mode
ls.aspx?b=2281&f=36__;!!HLrAl2XzZ3iCLg!DENU6HdEEYyovzSNhFRILjfJdkrqfk8MlWj
P50ZHuV37gNjST6WEZCJsPi15Sd-i77tCh2YHXZ0t8veGq3EySoxe1hjZF9w$>
https://www.labequipmentparts.com/labware/models.aspx?b=2281&f=36

I was able to locate the item using the link below and it looks like it is
available for a cost of $47 USD
 
<https://urldefense.com/v3/__https:/www.labequipmentparts.com/search/searc
hLabware.aspx__;!!HLrAl2XzZ3iCLg!DENU6HdEEYyovzSNhFRILjfJdkrqfk8MlWjP50ZHu
V37gNjST6WEZCJsPi15Sd-i77tCh2YHXZ0t8veGq3EySoxeO87AzAw$>
https://www.labequipmentparts.com/search/searchLabware.aspx

If they do not have the parts available, then you can reach out to work
with the Technical Service team directly to place an order; quotes are
available upon request. Have serial number of the instrument available
800-438-4851 
 <mailto:TechSupport.LED.Asheville@thermofisher.com>
TechSupport.LED.Asheville@thermofisher.com

Reach out as needed now that you have my contact info! Pleasure to assist
anytime!

Thank you for contacting Thermo Fisher Scientific, Technical Support. 
In our drive to continuously improve our service and support, you may
receive a short survey regarding your interaction with us. If you receive
this survey invitation, we would highly appreciate a moment of your time
to provide us with your valuable feedback. Thank you!

We apologize for any delays in response. Currently there is unprecedented
demand for our COVID-19 products and services. We are working every day
with our facilities, partners and providers to minimize delays and ensure
your orders are fulfilled, and all technical / customer service inquires
are responded to as quickly as possible. We appreciate your patience as
response times are delayed.

Best,
Diane Baraket
Technical Applications Scientist III, Commercial Global Service and
Support
Life Sciences Solutions Group
Thermo Fisher Scientific 
T (USA) 800-955-6288 (EMEA) 00-800-5345-5345
 <mailto:applications.alhd@thermofisher.com>
applications.alhd@thermofisher.com
 <http://www.thermofisher.com/> www.thermofisher.com

<https://urldefense.com/v3/__https:/thermofisher.sharepoint.com/sites/CIS_
_;!!HLrAl2XzZ3iCLg!DENU6HdEEYyovzSNhFRILjfJdkrqfk8MlWjP50ZHuV37gNjST6WEZCJ
sPi15Sd-i77tCh2YHXZ0t8veGq3EySoxeQBZHtAg$> 
 
<https://tfs-2.my.salesforce.com/servlet/servlet.ImageServer?oid=00D600000
006yt2&esid=0184z00001JozJh&from=int>

ref:_00D606yt2._5004z1mR4mK:ref

<https://tfs-2.my.salesforce.com/servlet/servlet.ImageServer?oid=00D600000
006yt2&esid=0184z00001KkFvz&from=int>

<https://tfs-2.my.salesforce.com/servlet/servlet.ImageServer?oid=00D600000
006yt2&esid=0184z00001KkGO8&from=ext>

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<html xmlns:v=3D"urn:schemas-microsoft-com:vml" =
xmlns:o=3D"urn:schemas-microsoft-com:office:office" =
xmlns:w=3D"urn:schemas-microsoft-com:office:word" =
xmlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml" =
xmlns=3D"http://www.w3.org/TR/REC-html40"><head><meta =
http-equiv=3DContent-Type content=3D"text/html; =
charset=3Dus-ascii"><meta name=3DGenerator content=3D"Microsoft Word 15 =
(filtered medium)"><style></style></head><body lang=3DEN-US link=3Dblue =
vlink=3Dpurple style=3D'word-wrap:break-word'><div =
class=3DWordSection1>Hi Diane, <o:p></o:p><o:p>&nbsp;</o:p>So we =
cleaned out the sensor area( with compressed air and q-tips with =
alcohol).&nbsp; Initially it worked intermittently but now it wont =
work.&nbsp; I would think the next thing is to replace the =
sensors?<o:p></o:p><o:p>&nbsp;</o:p>Best<o:p></o:p>Rich<o:p></o:p><o:p>&nbsp;</o:p><div><div =
style=3D'border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in =
0in 0in'>From: ALH NA Technical Support =
Group1 &lt;applications.alhd@thermofisher.com&gt; Sent: =
Thursday, March 2, 2023 10:36 AM To: =
rcruz@sapasequipment.com Subject: RE: FW: MD 384 =
Troubleshooting - Missing Priming Vessel [ =
ref:_00D606yt2._5004z1mR4mK:ref ]<o:p></o:p></div></div><o:p>&nbsp;</o:p>Rich, Please let me know how it works out =
either way? Diane Baraket --------------- Original Message =
--------------- From: =
[rcruz@sapasequipment.com] Sent: 3/2/2023 11:18 =
AM To: <a =
href=3D"mailto:applications.alhd@thermofisher.com">applications.alhd@ther=
mofisher.com</a> Subject: RE: FW: MD 384 Troubleshooting - =
Missing Priming Vessel [ ref:_00D606yt2._5004z1mR4mK:ref =
] <o:p></o:p><div>Hi =
Diane,&nbsp;<o:p></o:p>&nbsp;<o:p><=
/o:p>Great =
information!&nbsp; We will clean to sensor and hopefully resolve the =
issue.&nbsp;<o:p></o:p>&nbsp;<o:p><=
/o:p>Best<o:p></o=
:p>Rich<o:p></o=
:p>&nbsp;<o:p><=
/o:p><div><div style=3D'border:none;border-top:solid #E1E1E1 =
1.0pt;padding:3.0pt 0in 0in 0in'>From:=
 ALH NA Technical Support Group1 &lt;<a =
href=3D"mailto:applications.alhd@thermofisher.com">applications.alhd@ther=
mofisher.com</a>&gt; Sent: Thursday, March 2, 2023 10:08 =
AM To: <a =
href=3D"mailto:rcruz@sapasequipment.com">rcruz@sapasequipment.com</a> =
Subject: RE: FW: MD 384 Troubleshooting - Missing Priming Vessel =
[ ref:_00D606yt2._5004z1mR4mK:ref ]<o:p></o:p></div></div>&nbsp;<o:p><=
/o:p>Hello =
Rich, Check that the priming vessel is firmly inserted next to =
the plate carrier. The Multidrop 384 will not operate if the priming =
vessel is not completely inserted into its slot. Otherwise the sensors =
are dirty. 1. If an error is detected, the response is one of the =
following: ER5&lt;CR&gt;&lt;LF&gt; The priming vessel is not inserted =
into its slot. 2. The error LED operates when trying to =
prime The priming vessel is not present. -&nbsp;Insert the priming =
vessel. There is dirt in the priming vessel -&nbsp;Clean the priming =
vessel senso sensor. I am attaching the user manual for you as =
there are some troubleshooting suggestions. Unfortunately the MD 384 instruments =
have reached there end of service life (EOSL). The field service =
engineers (FSE) / in-house service depots can no longer support =
mechanical repairs due to the unavailability of the necessary components =
to get the instrument back up and running properly. You =
would need to replace these units with a newer model if you cannot get =
them back up and running. I will reach out to see if Service can =
entertain your question and get back to you if they provide any other =
suggestions. Best, Diane Baraket Technical Applications =
Scientist III, Commercial Global Service and Support Life Sciences =
Solutions Group Thermo Fisher Scientific T (USA) 800-955-6288 =
(EMEA) 00-800-5345-5345 <a =
href=3D"mailto:applications.alhd@thermofisher.com" =
target=3D"_blank">applications.alhd@thermofisher.com</a> <a =
href=3D"http://www.thermofisher.com" =
target=3D"_blank">www.thermofisher.com</a> --------------- =
Original Message --------------- From: =
[rcruz@sapasequipment.com] Sent: 3/1/2023 7:29 =
PM To: <a href=3D"mailto:applications.alhd@thermofisher.com" =
target=3D"_blank">applications.alhd@thermofisher.com</a> Subject:</=
b> FW: MD 384 Troubleshooting - Missing Priming Vessel [ =
ref:_00D606yt2._5004z1mR4mK:ref ] &nbsp;<o:p></o:p><div>Hello again =
Diane,<o:p></o:p>&nbsp;<o:p><=
/o:p>So we =
actually have the priming vessel but it is continues with the same =
problem.&nbsp; Unit will try to move to the left but cannot continue and =
displays the ERROR message.<o:p></o:p>&nbsp;<o:p><=
/o:p>Would =
appreciate any insight on what else it could be.&nbsp; We have four of =
these units with the same problem.<o:p></o:p>&nbsp;<o:p><=
/o:p>Thanks,<o:p>=
</o:p>Rich<o:p></o=
:p>&nbsp;<o:p><=
/o:p><div><div style=3D'border:none;border-top:solid #E1E1E1 =
1.0pt;padding:3.0pt 0in 0in 0in'>From:=
 <a href=3D"mailto:rcruz@sapasequipment.com" =
target=3D"_blank">rcruz@sapasequipment.com</a> &lt;<a =
href=3D"mailto:rcruz@sapasequipment.com" =
target=3D"_blank">rcruz@sapasequipment.com</a>&gt; Sent: =
Tuesday, February 28, 2023 12:38 PM To: =
'rcruz@sapasequipment.com' &lt;<a =
href=3D"mailto:rcruz@sapasequipment.com" =
target=3D"_blank">rcruz@sapasequipment.com</a>&gt; Subject: =
FW: MD 384 Troubleshooting - Missing Priming Vessel [ =
ref:_00D606yt2._5004z1mR4mK:ref ]<o:p></o:p></div></div>&nbsp;<o:p><=
/o:p>&nbsp;<o:p><=
/o:p>&nbsp;<o:p><=
/o:p><div><div style=3D'border:none;border-top:solid #E1E1E1 =
1.0pt;padding:3.0pt 0in 0in 0in'>From:=
 ALH NA Technical Support Group1 &lt;<a =
href=3D"mailto:applications.alhd@thermofisher.com" =
target=3D"_blank">applications.alhd@thermofisher.com</a>&gt; Sent:<=
/b> Thursday, February 9, 2023 9:05 AM To: <a =
href=3D"mailto:rcruz@sapasequipment.com" =
target=3D"_blank">rcruz@sapasequipment.com</a> Subject: MD 384 =
Troubleshooting - Missing Priming Vessel [ =
ref:_00D606yt2._5004z1mR4mK:ref ]<o:p></o:p></div></div>&nbsp;<o:p><=
/o:p>Hi =
Richard, Sorry if this a duplicate I was trying to send you an =
email and I was having&nbsp;difficulty and not sure if it =
sent. Thank you for your =
inquiry. It was a such a pleasure speaking with =
you earlier. I&#8217;m Diane Baraket, primary =
application scientist / technical support contact for the Multidrop =
Combi Reagent Dispensers, the Versette Automated Liquid Handler and =
Legacy Matrix products such as the PlateMates, Hydra and WellMate =
units. It is nice to meet you. A little about me and my services I =
can offer. I am here to support your research as Thermo Fisher =
Scientific supports a large range of laboratory products from =
consumables, safety supplies, lab equipment, and more. I can assist you =
with product applications and software support, product recommendations =
and help with any complimentary equipment/supplies to ensure you get the =
most out of your workflow needs. If you require special pricing and =
quotes, I can bring in your specific sales / service rep as well to =
provide you a &#8220;one stop shopping&#8221; =
experience. Please keep my information going =
forward in case you have any inquires on the specific product lines =
noted above. You can reach me directly by using the email address my =
signature below, or simply reply to this email. ------------- I was able =
to locate the part number for the priming vessel you need for the =
instrument. I attached the user manual for your reference to have on =
hand in case you need to look up anything in the future. I also =
attached the brochure in case you need to update your unit at some =
point, feel free to contact me to assist once that time comes&nbsp; <a =
href=3D"mailto:applications.alhd@thermofisher.com" =
target=3D"_blank">applications.alhd@thermofisher.com</a> =
1046240&nbsp; =
Priming vessel, one cavity Replacement parts are not on the =
website to purchase, only accessories. If you are =
looking to purchase replacement parts, please order it through the =
customer portal below: <a =
href=3D"https://urldefense.com/v3/__https:/www.labequipmentparts.com/labw=
are/models.aspx?b=3D2281&amp;f=3D36__;!!HLrAl2XzZ3iCLg!DENU6HdEEYyovzSNhF=
RILjfJdkrqfk8MlWjP50ZHuV37gNjST6WEZCJsPi15Sd-i77tCh2YHXZ0t8veGq3EySoxe1hj=
ZF9w$" target=3D"_blank">https://www.labequipmentparts.com/labware/models.=
aspx?b=3D2281&amp;f=3D36</a> I was able to locate the =
item using the link below and it looks like it is available for a cost =
of $47 USD <a =
href=3D"https://urldefense.com/v3/__https:/www.labequipmentparts.com/sear=
ch/searchLabware.aspx__;!!HLrAl2XzZ3iCLg!DENU6HdEEYyovzSNhFRILjfJdkrqfk8M=
lWjP50ZHuV37gNjST6WEZCJsPi15Sd-i77tCh2YHXZ0t8veGq3EySoxeO87AzAw$" =
target=3D"_blank">https://www.labequipmentparts.com/search/sea=
rchLabware.aspx</a> If they do =
not have the parts available, then you can reach out to work with the =
Technical Service team directly to place an order; quotes are available =
upon request. Have serial number of the instrument =
available 800-438-4851&nbsp; <a =
href=3D"mailto:TechSupport.LED.Asheville@thermofisher.com" =
target=3D"_blank">TechSupport.LED.Asheville@thermofisher.com=
</a> Reach out as needed now that you have my contact =
info! Pleasure to assist anytime! Thank you =
for contacting Thermo Fisher Scientific, Technical Support. =
 In our drive to continuously improve =
our service and support, you may receive a short survey regarding your =
interaction with us. If you receive this survey invitation, we would =
highly appreciate a moment of your time to provide us with your valuable =
feedback. Thank you! We =
apologize for any delays in response. Currently there is unprecedented =
demand for our COVID-19 products and services. We are working every day =
with our facilities, partners and providers to minimize delays and =
ensure your orders are fulfilled, and all technical / customer service =
inquires are responded to as quickly as possible. We appreciate your =
patience as response times are delayed. Best, Diane =
Baraket Technical Applications Scientist III, =
Commercial Global Service and Support Life =
Sciences Solutions Group Thermo =
Fisher Scientific T (USA) =
800-955-6288 (EMEA) 00-800-5345-5345 <a =
href=3D"mailto:applications.alhd@thermofisher.com" =
target=3D"_blank">applications.alhd@thermofisher.com</a> <a =
href=3D"http://www.thermofisher.com/" target=3D"_blank">www.thermofisher.com</a> <a =
href=3D"https://urldefense.com/v3/__https:/thermofisher.sharepoint.com/si=
tes/CIS__;!!HLrAl2XzZ3iCLg!DENU6HdEEYyovzSNhFRILjfJdkrqfk8MlWjP50ZHuV37gN=
jST6WEZCJsPi15Sd-i77tCh2YHXZ0t8veGq3EySoxeQBZHtAg$" =
target=3D"_blank"><img border=3D0 =
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