7.8
Section 7
TroubleshooTing
Pinnacle Operators Manual
Pickering Laboratories Inc.
Software Troubleshooting
The software will alert you about common mistakes with Method and Sequence settings as well as with starting
up the Instrument. Read all the messages carefully.
Always collect the Log Files after problem is observed by going to Help – Send log to support. It is essential
that log file be collected from the day the problem occurred. If you are not sure when exactly the problem
happened collect all 3 available logs.
Helpful tip: check the size of the log file after you save it. File that is less then 100 KB is likely to be empty or
corrupted. Delete it and collect the log again.
OBSERVED PROBLEM COMMON CAUSE ACTION TO TAKE NOTES
“Not Connected” is displayed in the
status bar
Configuration is incorrect Check that the correct connection
method is set in Configuration.
Contact your System Administrator for
IP address if needed.
Pinnacle refills full syringe instead of
just enough reagent for 1 run
Method not loaded Create and load a Sequence with
correct post-column Method
After loading a new Sequence last
method from the old one is still
displayed
New settings did not get accepted Restart the Pinnacle PCX software
Pinnacle does not refill after the first
run is completed
Pump was turned ON but Sequence
was not started
Injection signal was not received
Make sure Start is selected from the
Sequence menu
See below
After first run is started check that
Run time displayed in the Status
bar matches elapsed run time of
the HPLC.
“No relay signal” is displayed Injection signal was not received and
Sequence was stopped
Check that correct brand of HPLC is set
in Configuration
Make sure that Equilibration time and
Run time of Pinnacle Method match
run and equilibration time of the
HPLC method (see section 4 of this
Manual)
Minimum Equilibration time for
Pinnacle PCX is 5 min
Check relay connections on the back of
your HPLC system and Pinnacle PCX.
Set the change of relay state in your
HPLC method close to time 0.0.
If equilibration time is set as part of
the gradient table consider how long
the actual analysis and equilibration
steps are. Match analysis time to
Run time of the Pinnacle PCX and
match time of the equilibration step
to Equilibration time of the Pinnacle
PCX.
continued
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