Openlab user updates impossible; online signals missing/frozen; some injections mysteriously won't calculate some compounds which are otherwise integrated properly.

Hi PJ,

What version of OpenLab do you have? ChemStation/CDS 2.x/EZChrom?

With regards to updates. Each update does come with an extensive readme file that explains which update to apply to which type of installation. OpenLab CDS 2.x has standalone workstations through to client/server installations, and depending on which installation type you have depends on which specific bits of the update apply. If you are unsure of your installation type, you can find this in the Control Panel under Administration>System Configuration. If the Setup states "Workstation" then you have a standalone workstation and should only apply those updates. Updates are also cumulative. This means if update 3 has been installed and you install update 5, then only items for update 4 and 5 are added, as 1/2 and 3 already exist.

As for the missing online signals. What type of instrument are you collecting the data from (LC/GC/LC-MS/GC-MS). How long are your runs and what is the online signal time range?

With respect to calibration. Are all the compounds you are looking for 'identified' in the compound table, and do they have the correct calibration values in the compounds calibration table? And does the sequence have the calibration defined within it and with the correct levels? Load in some demo data from the install media (Setup>Tools>Support>Demo_Data) and see if that calculates values correctly. At least then you will know if it is the core software or something related to your data set

Hi, thanks for the response.  What version of openlab is not as easy a question as it seems.  Is it CDS 2.5? Is it M8410AA?  Is it "Workstation Plus"? Is it something else entirely? 

I have an HPLC.  How long my runs are, online time range, all seems irrelevant (correct me if I'm wrong) as my problem is that the online signal is frozen almost immediately and stays frozen all day until the computer and/or HPLC are restarted.  I've covered the calibration issue above.  I can't wait for online signals again!  I'm calling Agilent and will report fully to the community.

Thanks,

PJ

Once again thanks for the rapid replies, it helps me to keep moving these issues towards resolution. 

Now after a couple of weeks of posting this software issue to this forum I have now found out about a software support division which I never would have known about had it not been for this fantastic portal of knowledge. 

The disappearing sequence does not re-appear like before my issues. That's what I stated above.  It's not a problem to address but merely a clue that might help with either the freezing online signal, disconnecting and failed sequences or my updating issues, my top Agilent issues at the moment.  I will reply if any of my issues are addressed so hopefully other hard working lab workers will not have as many mysterious issues.

Thank you,

PJ

Ok, the suggestion to address the disfunctioning Agilent software update process was to go to the software support website none of my 11 Agilent contacts told me about before.  Here's what I get when I want to "submit a request", a friendly reminder that technical questions will not be answered or responded to in the SMA Questions page.  Look at this screenshot and please tell me how I can submit a request to this Agilent website.  It looks like it's not possible nor is there any help anywhere here to be found on this "software support" website.  Pressing "here" for help above the word "Products" takes you to the SMA questions page not to any kind of help with issues.  Am I wrong or is this only for people with a service contract?  

The other suggestion you made above, I have followed through on.  When I go to help and learning and even if I search for "modules", I get "no result".  Still wanting to try your suggestion somehow, I search for "Submit, modify"; also nothing.  What are you trying to show me here, please state it in this response if you're going to make one instead of sending me on a goose chase.  I already know I can see my position in "Run Queue".

Thanks,

PJ

FYI for anyone else being told to try the Agilent software support website, here's a lovely response completing the circle of futility and sending me back to the general phone line. Thanks a lot!

"Hello

This site is for client/server customers. I do not see a client/server system at Olli Brands Inc. For workstation support please call, 1-800-227-9770. Thank you!"

Hi PJ,

That response is patently wrong. The Software support site is for any installation type, so long as you have an active Software Maintenance Agreement. This is different to the service contract.

If you cannot find the modules section in the help and learning, that is a worry. If you have the install media, then you can just install the help and learning on a non instrument PC and have a look at it there. However, it should work on your instrument PC also. (A repair may be necessary)

Now this is a big IF. If you have another PC/laptop, could you possibly install the software onto that, to see if the same thing occurs? You will get 60 days to test/check on the new PC and see if the software has the same problem.

If you are having disconnection issues with the instrument I would check the network cabling from instrument to the switch and then to the PC. It may also be the network switch. I have seen some of the smaller plastic ones roll over and die mid sequence and never recover! It is also not unheard of for one specific port to die or become faulty, so changing the port the network cable is connected to might help. Bad network cables and 'iffy power can also be a cause of intermittent and hard to pin down disconnections. So if you know your power is good then look at the cabling. Go Cat 6 over 5e, just to be safe, But again I have seen dodgy Cat 6 cables cause problems too.

It sounds counter intuitive to look at the hardware when you have a software issue. But as the software is completely dependent on the hardware platform of the instrument, PC and the network, I like to make sure it is ok. It eliminates one half of the equation so we can pinpoint our focus.

Thanks again for your thoughts on the computer disconnection from the LC.  I'm not sure what to do with that info though. Is there a way to test the cables or network switch?  

"That response is patently wrong." 

Are you saying that your own company does not produce the message below and that I'm wrong or that the message your company is providing customers is wrong?

"Hello

This site is for client/server customers. I do not see a client/server system at Olli Brands Inc. For workstation support please call, 1-800-227-9770. Thank you!" - Agilent website

I see you're also trying to help me find "help and learning" topics by installing some software on another computer just to find advice that you want to point me to about the sequence table disappearing.  Let's park that suggestion as less urgent for now; if you'd like to share that advice directly, maybe I can try it. 

Thanks,

PJ

Hi PJ,

Whoever told you that the LI Support site is for client/server only, is wrong.

As long as you have an active SMA (Software Maintenance Agreement) then any OpenLab CDS 2.x queries are allowed, even for workstation:

For the disconnections please also check to see if you have any Antivirus installed that might be interfering! Both Microsoft Endpoint and McAfee have been a little overzealous in their blocking of some services of late. So that might be an avenue to look at.

The cables are trickier. Getting some new mid range price cables to test is how I would do it. or ask IT nicely if they have a couple of CAT 6 patch cables you can borrow to do some testing. Just make sure you return them! 

Hi PJ,

Whoever told you that the LI Support site is for client/server only, is wrong.

As long as you have an active SMA (Software Maintenance Agreement) then any OpenLab CDS 2.x queries are allowed, even for workstation:

For the disconnections please also check to see if you have any Antivirus installed that might be interfering! Both Microsoft Endpoint and McAfee have been a little overzealous in their blocking of some services of late. So that might be an avenue to look at.

The cables are trickier. Getting some new mid range price cables to test is how I would do it. or ask IT nicely if they have a couple of CAT 6 patch cables you can borrow to do some testing. Just make sure you return them!