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

Hi PJ,

When you click "Run" the sequence list is meant disappear as it flips context to the running sequence. You just have to give it 10-20 seconds to hand off the sequence to the 'instrument control service'. Whilst it is doing that it shows a blank sequence table as it was before you entered anything. It is perfectly normal behaviour. Use the 'Run Queue' window to allow you to get back to that view once submitted.

Have a look at the following YouTube clip (How to run a sequence in OpenLab CDS - YouTube). Navigate to the 18 seconds mark and then change the speed of the video to 0.25. Then play. You will see the sequence disappear after the 'Run' button is pressed and then a second later the running queue becomes visible. In actuality this can take 10 seconds or so depending on your PC hardware.

Maybe try the OpenLab Help & Learning. Go to the Learning Modules>Sequences and have a look at the 'Submit and Modify a Sequence' section. This also shows how to get back to the information regarding what sample the sequence is on, what has been acquired and what is still to be acquired (Pending).

As for the update error. I would register on the Laboratory Informatics support site (Agilent Software Service Desk) and log a software issue direct with them. Or, if you already have a Service Request, ask them to log a job on your behalf. They are specifically dedicated to the software, rather than the instrument hardware. They will request the log files etc and give you a place to out them. They may even do a remote session to see if they can find the issue, but this depends on your Software Maintenance Agreement status.

Based on that fact you appear to have a Workstation Plus installation...I would also check you have the right privileges to do and see the things you are not seeing. There is one specific privilege 'Edit users own running sequence', which you should have, depending on your role. If not that could be why you cannot see what you have submitted.

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