Troubleshooting Bioanalyzer Communication

Answer

This Information Applies To: Agilent 2100 Bioanalyzer system, 2100 Expert software

Issue

If communication between the 2100 Bioanalyzer and the PC cannot be established, or if an intermittent communication loss occurs, follow the instructions in this article to re-establish a stable instrument connection.

Steps to Follow

Instrument cannot connect or error: Instrument connection timeout

1. Check if license keys have been registered in the software. Go to Help > Registration > Add Licenses. Ensure that the instrument control and electrophoresis licenses have been entered.
2. Select a different COM port. To change the COM port, select the Instrument tab in the Instrument context. In the tree view, select the appropriate instrument. In the COM Port drop-down list, select a different port number from the drop-down list (Figure 1).
   

    
   
   Figure 1. COM Port drop-down menu within the 2100 Expert software 
   
   

3. Reinstall the drivers. The drivers can be downloaded here.
4. Check whether the status indicator is on. The status light is in the top-right corner on the front of the Bioanalyzer. If it is off and the fan is not running, replace the fuses. If the status indicator is off and the fan is running, a firmware update may be needed. Create a support package and contact Agilent support.
5. Check whether the status indicator is red. If it is red, turn off power to the Bioanalyzer and turn on again. If the problem persists, a firmware update may be needed.
6. Create a support package and contact Agilent support.
7. If the problem persists, continue with the points in the Intermittent loss of communication or error section.

Intermittent loss of communication or error

Intermittent loss of communication may occur with one of the following errors:

• Instrument connection timeout
• Counter mismatch…
• No data received since 5 seconds
• Error downloading script to instrument

1.  Ensure that minimum PC specifications are met. The read me file for the latest version of the 2100 Expert software, can be found here. System requirements are detailed in section 3.1
2. Ensure that regional settings are set to English (US):
   a. Open the Windows start menu and click Control Panel > Clock and Region > Region > Formats tab.
   b. In formats, select English (United States) from the drop-down menu.
3. Check if the instrument is connected to the PC via USB. If yes, check if a serial port is available on the PC. If a serial port is present, connect the RS-232 serial cable directly to the PC without using USB ports.
4. If no serial port is available, ensure that you are using the correct Agilent USB-to-serial adapter cable. If you are using 2100 Expert software version B.02.08 or later, use the USB-to-serial adapter cable (p/n 5188–8031). This cable is all black as opposed to the previous clear and blue version.
5. Disconnect the cables, stretch them and reconnect.
6. Check if any other hardware devices are connected to the PC other than a mouse or keyboard. If yes, disconnect all devices and uninstall corresponding software.
7. Turn off antivirus software and screensavers.
8. Reinstall the 2100 Expert software making sure to use the latest software revision. How to install the latest software is explained in the article How to Install the Agilent 2100 Expert Software and Connect a PC to the Agilent Bioanalyzer.
9. If the communication issues persist, create a support package and contact Agilent support

Caution: Changing Windows Settings on the PC may affect the functionality of other software installed on the PC.

Intermittent loss of communication and error Unexpected firmware termination

This error is a hint of a potential hardware defect. Create a support package and contact Agilent support.

Learn how to effectively maintain and troubleshoot your Bioanalyzer: Agilent 2100 Bioanalyzer System Maintenance and Troubleshooting Guide on Agilent.com  Agilent 2100 Bioanalyzer System 2100 Expert Software User's Guide on Agilent.com

For Research Use Only. Not for use in diagnostic procedures.

PR7001-1387