Product Support & Service | 5
Product Support & Service
Technical Assistance Center (TAC)
If your instrument(s) or software fails to function properly, if you have questions about
how to use or maintain our products, or if you need to send an instrument to BioTek
for service or repair, please contact our Technical Assistance Center. BioTek’s “TAC” is
open from 8:30 AM to 5:30 PM (EST), Monday through Friday, excluding standard U.S.
holidays. You can send a fax or an e-mail any time. You can also request technical
assistance via our website:
www.biotek.com.
Phone: (800) 242-4685 or Fax: (802) 654-0638 E-Mail: tac@biotek.com
(802) 655-4740
Web: www.biotek.com
Please be prepared to provide the following information:
• Your name and company information, along with a daytime phone or fax
number, and/or an e-mail address
• The product name, model, and serial number
• The onboard software part number and version (available through Gen5 at
System > Instrument Configuration > Get Basecode Information)
• Gen5 software version information (
Help > About Gen5)
• For troubleshooting assistance or instruments needing repair, the specific steps
that produce your problem and any error codes displayed in Gen5
(see also
Appendix C, Error Codes)
• A text file of the diagnostic history of the instrument (available via Gen5 by
selecting
System > Diagnostics > History, then selecting the appropriate
file and clicking
Export)
Returning Instruments for Service/Repair
If you need to return an instrument to BioTek for service or repair, please contact the
TAC for a service authorization number before shipping the instrument. Repackage the
instrument properly (see
Chapter 2, Installation), write the number on the shipping
box, and ship to BioTek.
Applications Support
BioTek’s fully equipped Application Laboratory provides our on-staff scientists with
the means to assist you with the integration of our instrumentation and software with
your unique scientific applications. If you are having difficulty with optimizing
fluorescence sensitivity or integrating a unique data reduction transformation, or you
are just looking for a recommendation on an appropriate fluorophore, contact us.
Phone: (888) 451-5171 E-Mail: applications@biotek.com
Synergy HTX Operator’s Manual
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