Counter Mismatch Error in Agilent 2100 Bioanalyzer

Answer

This Information Applies To: Agilent 2100 Bioanalyzer system, 2100 Expert software without Security Pack addon 

Issue

The 2100 Expert software gives a counter mismatch error in the log book which may lead to data loss (blank lanes). Specifically, it occurs when the 2100 Expert software on the PC detects that there are data points missing in the information it is receiving from the Bioanalyzer during a run. This indicates an interruption in the communication between the instrument and the PC.

Background

The Counter Mismatch error is a communication related error. If the data/run otherwise looks fine, it indicates that the number of dropped data points is low, so the results from the run should still be good in spite of the presence of the Counter Mismatch error. The electropherogram is composed of hundreds of data points, therefore, in general, the loss of just a few data points will not cause any noticeable effect on the results. If too many data points are lost, this will result in data loss (blank lanes).

Resolution / Steps to Follow

Review the communication troubleshooting chart on page 19 of the Maintenance & Troubleshooting Guide. Communication interruptions like this could be due to a variety of things.To begin with, address the following: 

1. Computer regional settings must be set to English US.
2. Ensure there are no other instruments/devices connected to the computer to ensure there is not a firmware conflict. If there are, disconnect the other instruments/devices and uninstall their software.
3. Check if any programs were updated or installed under Apps & Features around the same time you noticed the Counter Mismatch error message.
4. Check that the RS-232 serial cable is from Agilent Technologies, part # RS232-61601. 
5. If the bioanalyzer is connected to the PC using a USB-Serial adapter cable + RS-232 cable, make sure that the USB-Serial adapter cable is a validated part from Agilent Technologies, part # 5188-8031. The corresponding USB driver needs to be downloaded. Here is the link for the driver. This applies to 2100 Expert Software version B.02.08 and greater.  Generic/3rd party cables may not be compatible with the constant transfer of data between the instrument and computer during a run.
6. Power down the instrument and the PC, then remove the communication cable(s), stretch it, and reconnect. This can clear any built-up static electricity. Then reboot system. Turn on instrument first>status indicator light should be green. Turn on computer. Ensure desktop has fully loaded before proceeding. Then launch 2100 Expert software.
7. If you are connected to the PC through a USB port, try connecting through a different USB port.
8. Further, to ensure uninterrupted communication, make sure any other programs that are running on that computer at the same time as the 2100 Bioanalyzer run, like antivirus software or any screensavers are disabled, in case they are creating a conflict with another program. Check that sleep mode is turned off and also turn off any additional power saving settings.  Basically, nothing else should be going on with the computer when the 2100 Bioanalyzer is running and communicating to the computer, where there is a lot of data transfer.
9. Make sure that the hardware specifications on the computer meet the minimum requirements to run the software. The minimum system requirements are listed in the software Readme file.

If the communication issue persists after reviewing and confirming that the above recommendations are being followed, consider the following next steps:

1. Re-install and/or upgrade to the most recent version of the 2100 Expert software.  Click here to download the installer and to review the ReadMe file to ensure the computer specifications are met. 
2. Test another computer and install the latest 2100 Expert software version.  Follow the instructions in this Agilent Knowledge Portal article: How to Install the Agilent 2100 Expert Software and Connect a PC to the Agilent Bioanalyzer. Preferably, check if there is another working 2100 Bioanalyzer/computer system that is not generating Counter Mismatch errors. Connect using this computer and communication cables to rule out/rule in the instrument. 
3. If the communication issue persists despite reinstalling/upgrading 2100 Expert software and testing another computer, create a Support Package in the 2100 Expert software. Click Help > Create Support Package > select all > Collect and the Support Package will be saved as a .zip file on the PC desktop. Send it to your local Agilent support representative.

Tips: Learn how to effectively troubleshoot your Bioanalyzer: Agilent 2100 Bioanalyzer System Maintenance and Troubleshooting Guide

For Research Use only. Not for diagnostic purposes

PR7001-1286