If a problem occurs while using Magellan™ software (e.g., error message is shown, measured/calculated values not as expected, general assistance, etc.) and further assistance is needed, send the following information to the help desk.
1. Detailed description of the problem
Examples:
If there is an error message, send a screenshot of the error message.
If you require assistance defining Magellan™ methods, send a detailed description of the required transformations (test kit description).
If your measured/calculated results are not good, note your expected values.
2. Measured results/log files
Infinite® readers:
Measured data (*.wsp)
Win10: default path C:\Users\Public\Documents\Tecan\Magellan\wsp
for Magellan™ Pro (starting with V 7.3)
C:\Users\Public\Documents\Tecan\Magellan Pro\wsp
This path can also be adjusted under Magellan\miscellaneous\options
Log files
Win10: C:\Users\Public\Documents\Tecan\LogFiles\Magellan\Vx.x
C:\Users\Public\Documents\Tecan\LogFiles\Exceptions
Spark® reader:
Measured data (*.wsp)
Win10: default path C:\Users\Public\Documents\Tecan\SparkControl magellan\wsp
This path can also be adjusted under Magellan\miscellaneous\options.
Log files
Win10: C:\Users\Public\Documents\Tecan\LogFiles\SparkControl\Vx.x
Sunrise™ reader:
Measured data (*.wsp)
Win10: default path C:\Users\Public\Documents\Tecan\Magellan\wsp
This path can also be adjusted under Magellan\miscellaneous\options.
Log files
START>Run>%temp%>all files which contain “RdrOle” from the date/time when the problem occurred.
Further help
For further help, please refer to our Helpdesk.
Link to Tecan Product Page
401822-005