Which information and files are required for a first assessment of an issue with FluentControl™?

This article explains which files and information Tecan requires to perform a first assessment of an issue.

Comprehensive issue description

Provide an issue description that may include the following information: What did you observe on the system? Is the issue reproducible, intermittent, or a one-time event? How frequent does the issue occur? What is the effect of the issue? Have you found or implemented a workaround? Has the same script worked properly before? Has anything been changed? What time or at which script line did the issue occur?

Basic set of log files and instrument information

1. Export of relevant scripts and/or methods including dependencies

a. To export scripts and methods, use the Export tool (*.zeia file)

2. Snapshot file: log files showing the issue and a time stamp of when the issue occurred

a. Use the Snapshot tool (located in the Windows® Start menu > Tecan) to gather log files and additional data

  • Refer to FluentControl™ article How to use the Snapshot tool in FluentControl™
  • Note: It is important to take the snapshot directly after the error occurred while the error message is still on the screen.
  • Note: By default, log files older than one day are archived to the following directory: C:\AuditTrailBackup\AuditTrail
    Log file archiving settings can be configured via “Configure System” > “Application Settings”> “AuditArch”

3. Instrument hardware and software configuration

a. Instrument configuration (e.g., tip type) and arm order
b. Software version and Windows® operating system version

4. Screenshots and/or videos of the issue

a. Screenshot of the error message
b. In some cases, a video showing the issue is very helpful

5. Name of affected scripts/methods

Additional files upon request

1. Sample tracking

a. Log files and input files:
C:\ProgramData\Tecan\Sample Tracking\AuditTrail\log

b. PDF report files:
C:\ProgramData\Tecan\Sample Tracking\Reports

c. CSV output files:

2. Driver framework

a. Pegasus *.log log files

3. Dump files in case of FluentControl™ software crashes or freezes

a. Dump files may be included directly with the Snapshot tool; by default, the checkbox is set to “on”. There are additional settings in the FluentControl™ Configure System.
b. Alternatively, manually create a memory dump file using the Windows® Task Manager. Right-click the SystemSW.exe process and select “Create dump file” while the FluentControl™ software is crashing or freezing.

Note: Dump files are only created automatically if there is a software crash, but NOT if there is a software freeze. This means, if a software freeze occurs one must manually create the dump files as described above. Additionally, the software must still be in its frozen state when creating the dump files.

4. Windows event log files in case of communication issues or software crashes or freezes

a. Application and system Windows® event logs (can be found using the Windows® Event Viewer)



Next steps for creating a service ticket:

- Note your serial number. Where do I find my serial number?
- Create a service request.


Link to Tecan Product Page:

Fluent® Automation Workstation