Troubleshooting / Service

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Instrument troubleshooting

Communication issue:

• 1- GeneXpert switched on before Computer?

• 2- GX Modules available in software? CHECK STATUS

NO

YES Run a test.

Ethernet cross-over cable

loose, or damaged?

YES NO

C- Computer/or GX LAN Port damaged

Replace the Ethernet

cross-over cable

You can run a test.

B- IP address lost

the GX IP Address needs

to be re configured:

Contact Technical support (p.32)

- Test the Computer LAN port with a

printer to see if it works or not

- Contact Technical support (p.32) to

define if computer related/ GeneXpert

related

A- Right Ethernet port

selected

(On desktop)?

D- Bad Gateway board

Module or Motherboard

needs to be replaced:

Contact Technical support

(p.32)

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Instrument troubleshooting: Error Code

Cartridge integrity testing : Error 2037: At the early beginning of a test, the GeneXpert

checks the pressure inside the tube. If pressure is not correct, the software will stop the test

because the cartridge is not airtight (quality issue). Do not use that cartridge.

Temperature failure: Heater failure: 2014/ 3074/ 3075/ 1001:

- Does this error affect only one module? Always the same?

- Check in MAINTENANCE item from the software, the internal temperature of the module.

Can be due to a high temperature in the module.

Can be due to a heater related component failure

Can be due to a dead fan check the fan at the rear of the instrument.

Dust on the filter near the fan

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Barcode reader troubleshooting

USB cable of the barcode reader: Can you hear a BEEP sound

when connected to the computer?

Connect the barcode reader USB to

another USB port of the computer

YES NO

Barcode reader

failure

NO YES

Prepare and scan your cartridge.

Can you scan it?

NO YES

-Check the Assay Definition file imported

- Reconfigurate the barcode reader

NO

Barcode reader

failure

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INVALID

Cause

SPC (Internal Control) failed

Origin

PCR was inhibited due to inhibitors

(pus, food particles, …)

Solution

Before mixing with Cepheid sample reagent (SR) for decontamination, check that

sample does not contain food particles, pus ...

Collect a new sample when necessary

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NO RESULT

Cause

Test could not be terminated and

Insufficient data were collected

Origin(s)

Software stops working before the

module due to :

- Windows or Software freeze.

- Power failure

- STOP TEST function has been

activated (accidentally or

deliberately)

Solution

Secure the power supply. This error is independent from the GeneXpert

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ERRORS

Cause

Many different causes can lead to

an ERROR result. Click on Errors

to know more about the specific

issue

Origin(s) Most frequent issues, linked to

sampling, are detailed in the next

slides. They should be addressed

by operators following the advice

contained in this document

All other issues should be reported to

Cepheid technical support group

Solution(s)

To easily reduce an unexpectedly high Error rate, it is essential that all operators

identify errors linked to sample preparation

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ERROR 5007

Solution(s)

After 15 (10+5) minutes of decontamination, if the sample is still too viscous do

not load it into the cartridge. Wait up to 10 further minutes until the sample is

totally liquefied, then transfer it into the cartridge using a new disposable pipette.

The transferred volume into the cartridge should be between to 2 and 4 mL max.

Cause

Probe Check control failed and

test was stopped before

amplification

Origin(s)

Sputum viscosity and/or wrong

sample volume, or

Cartridge reaction tube improperly

filled, contains bubbles, or

Probe integrity issues detected

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ERROR 2008

Cause

Pressure exceeds the

maximum pressure allowed

Origin

Sample is too viscous

Solution(s) After 15 (10+5) minutes of decontamination, if the sample is still too viscous do

not load it into the cartridge. Wait up to 10 further minutes until the sample is

totally liquefied, then transfer it into the cartridge using a new disposable pipette.

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ERROR 2127

Cause

Module communication loss

was detected.

Origin

power supply issue (main

power or UPS fluctuations)

Solution(s) Unplug and replug Ethernet cable between PC and instrument.

Unplug and replug the communication cable between gateway board and

GeneXpert.

Restart system.Check temperature (should be below 39)

Note: In case of Laptop, which can run on its own batteries, or modules stops first Error 2127 will appear

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ERROR 5011

Cause

Signal loss detected in the

amplification curve.

Origin

Loss of tube pressure

because the cartridge tube is

not airtight, or cartridge valve

is not working right

Solution(s) Do not use that cartridge. Use a new cartridge. If error repeats, this can be module

related: modules fluidics are not working well. Contact Cepheid support team.

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Cepheid Assistance & Support

If you need help or have a question about GeneXpert please contact us

Cepheid HBDC Europe training & assistance: +33.5.63.82.53.60

(53.78) (53.86) Monday to Friday : 8.00 am - 6.00 pm GMT+1

Cepheid Technical hotlines: (Instrument Issues or Other error codes) Europe Monday to Friday : 8.00 am - 6.00 pm GMT+1

Tel. +33.5.63.82.53.19

Email: support@cepheideurope.com

US Monday to Friday : 6.00 am - 9.00 pm Pacific Time

Tel. 888-838-3222, Option 2 /

Email: techsupport@cepheid.com

When Contacting Cepheid, please prepare: The Serial number of the GeneXpert, the recorded error messages, the description of the incident and when possible the archived runs concerned.