Technical Support 41
Technical Support
MSD provides excellent and timely support for all authorized users of the QuickPlex SQ 120. We welcome and carefully consider all bug
reports and suggestions for improvements to future versions. We will work with you to resolve any problems you may encounter.
7.1 Bug Reports and Suggestions
Please send comments or feedback on the software, including bug reports, unresolved error codes, feature requests, or design change
requests, to MSD
Scientific Support at scientificsupport@mesoscale.com.
7.2 Problems Running the QuickPlex SQ 120
If you encounter an error report that you cannot resolve, please provide us with as much of the following information as possible:
• The error code and text in the error dialog box
• What you were doing when the error occurred
• A description of how the error is reproduced
• If requested by MSD Scientific Support, a copy of the SysInfoOutput.txt file located in C:\sysinfo
To generate the report file, first run the SysInfo.exe diagnostic tool as an administrator. A copy of the tool is located in (Win7-64 bit)
C:\Program Files (x86)\MSD DISCOVERY WORKBENCH\bin. The instructions for running this tool are as follows:
1. Hold down the Shift key and right-click on the SysInfo.exe file.
2. Select “Run as administrator” and enter administrator credentials if requested.
3. Wait about 5 minutes to allow the tool to complete creating the file.
4. Browse to the C:\sysinfo folder
5. Right click on the “SysInfoOutput.txt” file and choose “Send To > Compressed (zipped) folder”
6. Email the SysInfoOutput.zip file to MSD
Scientific Support at scientificsupport@mesoscale.com.
Email this information to scientificsupport@mesoscale.com. Someone will contact you within two business days. If the error is affecting
your work, please mark it URGENT and we will respond as quickly as possible.
7.3 How to Contact Us
Meso Scale Diagnostics, LLC. company headquarters is located at:
1601 Research Boulevard
Rockville, Maryland 20850 USA
+1 240-314-2600
Our website is www.mesoscale.com.
Customer Service
+1 240-314-2795
customerservice@mesoscale.com
Scientific Support
+1 240-314-2798
scientificsupport@mesoscale.com
Instrument Service
+1 301-947-2057
instrumentservice@mesoscale.com
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