Troubleshooting Chips

Problem

Solution

The reagents do not suffice for the specified number of Assays.

All reagents are provided in a larger volume than needed to compensate for pipetting inaccuracy. Please contact the customer service.

The Hybridisation Buffer is turbid / a precipitate is seen.

Incubate the Buffer at max. 60 °C for several minutes until it is clear. By inverting homogenize the buffer.

The Washing Buffer 2 is turbid / a precipitate is seen.

Please contact the customer service.

Deviations from the given protocol.

Any deviations from the given processing protocol result in a loss of validity of the test. In this case the assay has to be repeated.

Poor picture quality: dust or similar residues visible on the array picture.

If the residues appear blurred, the lower side of the Array Tube has to be cleaned. Therefore, take a soft, lint-less cloth, which is moistened with alcohol or disinfectant, and wipe off the impurities with movements in one direction.

If the residues appear sharp, the impurities are on the upper side of the array. To remove theses, add again carefully 100 µL Washing Buffer to the Array Tube and take it off directly.

Software Message: Warning! The signals of the biotin reference markers are too low. This could be a sign of failed or missed conjugation step. Alternatively the enzyme could be degraded. The system will be stopped.

Were all Buffers removed completely during the Array processing?

Check the Conjugation Mix and the Substrate for correct storage and shelf life. If this corresponds to the requirements, repeat the Array protocol. If not, please contact the customer service.

Software Message: Mix _ : Warning! The signals of the DNA probes indicated a failed amplification. The analysis cannot be continued.

The internal amplification control gives a too weak signal. This means, that either no amplification took place (for example the DNA concentration is not sufficient, the polymerase was not mixed carefully before use or the PCR reaction was not mixed after set up, etc.) or the PCR mix was not added to the Array Tube. Repeat the assay.

Poor picture quality: blurred image.

Carefully clean the camera with a tissue or a cotton swab.

Software Message: No error description Error Code – 3011.

The reader is not connected correctly. Press “esc” for 3 seconds and subsequently connect the reader in the correct way.

Software Message: Warning! The signals of the DNA probes indicated a failed amplification.

Does the DNA concentration correspond to the requirements? If not, please repeat the extraction and prepare the PCR reaction again. Have you mixed the polymerase before use and the PCR reactions after setting them up? Repeat the PCR.

Software Message: Warning! This sample could not be analysed, please repeat the experiment. If the problem persists, please contact the PharmGenomics customer service.

A possible reason could be an invalid result. Please contact the customer service.

Software Message: Warning! Image analysis could not be started because too many probes could not be detected correctly. Maybe, there are some dirt particles on the lower side of the reaction tube, which interfere the analysis. Please start the experiment again and take a new clear picture of the chip surface.

See poor picture quality. If the error continues to occur, contact the customer service.