Hi, I'm using a client server set up with OL 2.3 and have the following error message when trying to start acquisition with an Agilent 1260 LC. Previously there have been no problems.
Please could you advise?
The error would indicate that the user.config file for the user in question might be corrupt. I would recommend that you check the path outlined in the error message and either rename or delete the current user.config file. The next time acquisition is launched a new user.config file should be generated.
To answer your question, since you have a client server system which is covered under SMA, opening a ticket on the Informatics Support Center would be the best way to get in touch with the people qualified to support your system.
I updated the tags on this post to increase visibility. Could you provide a screenshot of the error message and/or the relevant section from the instrument's activity log?
Since this is a client/server system, if you have an active Software Maintenance Agreement on your system I would also recommend that you open a ticket on the Agilent Laboratory Informatics Support Center: Agilent Technologies Laboratory Informatics Support Center
Thanks for the reply I have now attached a screen shot of the error and would still be interested to hear if you have any immediate thoughts on this.
We have now raised a ticket with customer services at Agilent. We do have a SMA but haven't used the Informatics Support Centre route previously. Can you tell me if this is the best way to contact Agilent support services for software issues rather than through customer services and also how many people can register an account with the Support Centre?
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