Troubleshooting

1. Turn the TEMPEST instrument off.

2. Reconnect the USB cable on the TEMPEST USB port to your computer. Make sure it's connected properly, and then restart the instrument.

3. Next, run the software; the indicator box should be green after it has detected the instrument.

4. If the problem persists, please check your hardware version and don't hesitate to contact FORMULATRIX support.

If you see a red exclamation point button next to a reagent on your dispense list, it means that there is a problem with your dispense list item. In many cases, mousing over the exclamation point will display text that explains how to resolve the issue.

Resolving Dispense List Error

If you encounter any technical software or hardware issues, you can contact the TEMPEST support team by using the Contact Technical Support option in the Help menu. Follow the instructions below.

Important: Ensure your computer has Internet connection.

1. Click the Contact Technical Support option under the Help menu.

   

   The Contact Technical Support Option under the Help Menu

2. Type a valid email address in the Reply-to Address field. The support team will use this email address to respond to your request.

3. Then, type a brief description of the issue and insert your TEMPEST system serial number in the Subject field.

4. Type more detailed description of the issue in the Description box.

5. OPTIONAL (recommended): You can select the Attach log files option under the Description box if you want to include the latest TEMPEST log file. The main purpose of including the log file is to provide the support team with more information on all recent events that have occured in the TEMPEST software.

6. Finally, click the Send button. If your request has been successfully sent, you’ll see it in the Sent folder of your email. At this point, TEMPEST technical support will investigate the reported issue and contact you promptly.

   Note: If TEMPEST failed sending your report, please check your Internet connection and try again.

   

   Contact Technical Support Window

   Note: If you haven’t included the log file, you can still resend it later. To do so. select the Open Log Folder option under the Tools menu to locate all available log files. Then, open the corresponding support email thread, and send the desired log file(s) as attachment(s) to the TEMPEST technical support team.