What to do if a service package cannot be created in SCIEX OS or Analyst® software?

For research use only. Not for use in diagnostic procedures.

Answer

If a service package cannot be generated in SCIEX OS or Analyst® software, the event logs, installed programs and other important system information can be manually provided for trouble shooting purposes by the SCIEX support team. Users can provide the following information:

1. A list of installed software can be generated by following the instructions in this link. 
2. A description of the issue with the time and the date noted.
3. The Windows event logs often contain crucial data about the performance of SCIEX software. In the Windows search field, type Event Viewer. The Windows Event Viewer will open. For instructions on how to save your system and application event logs, click this link.
4. A screenshot of the computer's operating system. Navigate to the Control Panel and select System to access the operating system information. 
5. A screen shot of the computer's free and used memory. Select the This PC view in the Windows File Explorer to see the available memory for each hard drive partition.