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How to Prepare for a Support Call

In order to provide you with the best customer support, our techs will need some basic information about your device or disposable and the issues you are having.

Please provide the following information:

Product Name
Serial # or Lot#
Detailed description of issue
Investigation and trouble-shooting performed

AXP/MXP Device
Product Name
Serial # or Lot#
XpressTRAK Software Version
Detailed description of issue
Status of device LED before and after spin
Status of DS
Error number and events leading to error
Trouble-shooting performed

Centrifuge Make/Model
Bucket shape (Oval/Round)
Spacers/adapters used (part#)
XpressTRAK processing report

AXP data files
Device settings