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LC/MS 6460 Offline

Bnogueira

I have a LC/MS Infinity 1260 QQQ 6460C and the instruments got offline all the time.

We've tried the following actions:

  • Switching of all the ethernet cable and switch device
  • Switching of the LAN Interface Card G1369C
  • Switching of networking board at computer
  • Reseting of smartcard at MS
  • Updating of firmeware from LC and MS (Agilent Engineer did this procedure)
  • Reinstalling of windowns and MassHunter Acquisition (version B10.1)

I've tried to ping the IP 192.168.254.11 and 192.168.254.12 and it was successful.

After all the intervention and powercycle the MS, the instrument gets online, but only for a few minutes or hours and then it gets offline (all the instruments). At time that this ocurre there is no register at logbook. The error only appears when I try to open the MS Acquisition again, and the error are as following:

  • MSQQQ_1: Communication to instrument failed
  • Device MSQQQ_1 for operation: On failed

Does someone have any idea what is going happening? I have not been able to operate the instrument for 2 weeks now, because even the support is not getting success.

I attached some images to illustrated some errors.

Instrument offline:

Logbook after the instruments got offline:

Message when I try open the MS Acquisition:

  • 0

    Hi  ,

    I hope you are well.

    Please confirm if both the LC and MS are going offline or just the MS? Both the instrument offline and the logbook picture does not seem to load properly, so I cannot see them.

    If the issue is for both the LC and the MS, I would suggest to look at the computer LAN port and to make sure that all the settings in your PC are set properly

    First make sure that the LAN port of the LC power management does not allow the computer to turn off this device to save power.

    Then go in the System and security of the control panel of windows, select power options, change when computer sleeps and make sure that the computer is never put to sleep.

    Then click in Change advanced power settings and make sure that both the Hard disk and sleep after settings are set to never for the turn off.

    Finally, go in the Windows defender Firewall (as seen below), click on Advanced settings/Windows Defender Firewall Properties and make sure that the Domain Profile, Private profile and Public profile LCMS ethernet port is unchecked

    If only the TQ loose communication and the PC specs are all well set and the LC is keeping communication, then the issue could come from the TQ smartcard or the Fan of the smartcard that is not working making the smartcard overheat.

    Please do let me know if the lost of communication is seen only on the MS and all is set properly on the computer. Also, please confirm if the smartcard was replace during the FSE visit?

    Regards,

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