What to send in case of problems

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.

Magellan™ How To 

 

Link to Tecan Product Page

Magellan™

 

401822-005