PacBio RS II Instrument Maintenance and Customer Support

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1. FIND MEANING IN COMPLEXITY © Copyright 2013 by Pacific Biosciences of California, Inc. All rights reserved. PacBio® RS II Instrument Maintenance, Troubleshooting and Customer Support Requests
2. PacBio® RS II Instrument Maintenance, Troubleshooting and Customer Support Requests PacBio RS II instrument maintenance PacBio RS System Troubleshooting Example project calculation Sample preparation and sequencing recommendations Analysis recommendations Where to find additional information
3. PacBio® RS System Instrument Maintenance
4. PacBio® RS System Planned Maintenance User Bulletin • Download the System Planned Maintenance User Bulletin specific to your system (PacBio RS II) from the PacBio Customer Portal
5. PacBio® RS System Instrument Maintenance Procedures 5 • Pacific Biosciences recommends that the above preventative procedures be performed for optimal instrument performance • For any technical questions, contact Technical Support at 1-877-920-7222 Frequency Related to Required Action Potential Failure Mode if Action Not Performed Daily Every run • Empty the waste bin • Check N2 supply > 80 psi (preferably > ~100 – 120 psi) • Robotic pipettor jam • Loss of alignment in instrument optics pathway components; poor sequencing performance Environment • Monitor room temperature (15C -25C) and relative humidity (20% - 80%; noncondensing) • Poor sequencing performance due to optics drifting or SMRT® Cell drying Weekly Work deck • Check condensation on reagent drawers and from under the sample tray • Use standard laboratory wipes to remove the condensation • Robotic movement error during inventory scanning due to blocked fiducials Instrument • Clean waste bin liner • Sample contamination
6. PacBio® RS System Reboot Procedure (Perform Only If Instructed To Do So By PacBio Tech Support) • On the RS System Touch interface, click the down arrow icon located at the top left of the Instrument screen • Select ‘Restart’. At the prompt, confirm the selection to restart the system • The reboot process can take approximately 30 to 60 min • If your system encounters any errors (or does not reboot properly), contact Pacific Biosciences Technical Support at 1-877-920-7222
7. PacBio® RS System Instrument Troubleshooting
8. PacBio® RS System Alarms
9. PacBio® RS System Alarms - Examples
10. Data Transfer Error
11. Data Transfer Error • If a network issue has occurred, a Transfer Error may be displayed on RS Touch indicating incomplete transfer of cell data to the secondary analysis server • Cell data may be resubmitted for transfer using RS Touch using the following procedure 1. In RS Touch, click on the inverted black triangle located in the top left hand corner of the touchscreen. 2. Select the 'Maintenance' menu option 3. Select the 'Resubmit Plates' menu option – Once 'Resubmit Plates' is selected, the instrument control software will automatically determine which SMRT® Cells encountered a 'Transfer Error' and resubmit the appropriate cell data for transfer to the secondary analysis server.
12. Run Execution Error • Contact PacBio® Technical Support for Assistance (1-877-920-7222)
13. System Power Loss • In the event of a shutdown, the UPS communicates with the instrument in the following manner: – UPS measures and communicates its remaining capacity (in minutes) – The instrument begins shutting down when the UPS has 5 mins of capacity remaining – Robot will be moved to a safe ‘park’ location – A successful shutdown will prevent the instrument from being damaged • State of the system with respect to consumables and CPS (Cell Prep Station) will not be known after a sudden power loss if the instrument is sequencing – A call to Technical Support is required to verify (via RS Insight) that the instrument is ready for normal use − If it was sequencing the consumables need to be removed, an on-site service visit will be required – Instrument does not automatically reboot after shutdown, safe to power on – There is a user interface message alerting the user that the instrument was shut down due to a sudden power loss
14. PacBio® Customer Portal Knowledge Base 14
15. PacBio® Customer Portal Knowledge Base 15
16. Customer Support Request
17. How to Contact PacBio for Technical Support? • Tech Support Toll-free Telephone Number (Mon. – Fri. 9 AM to 5 PM) +1 (877) 920-PACB [+1 (877) 920-7222] • Email: techsupport@pacificbiosciences.com • Login to the PacBio Customer Portal and create a case – Preferred route for most customers because your field team (FAS and FSE) is immediately notified via email of your issue – Facilitates the exchange of troubleshooting and diagnostic data and maintains a record of all communication between our support team and yourself 17
18. How to Create a Case in the Customer Portal 18 1. Go to www.pacbioportal.com (or click on the “customers” link on the top of any PacBio webpage) 2. Enter your login credentials 3. In the afternoon, will be creating a portal account for you. • For future users needing accounts, simply click “Don’t have access yet” and the request will be routed to your FAS for activation within 24 hours. • If you don’t remember your password, click the “Forgot your password?” link.
19. Once in the Portal, Click on the “Cases” Tab 19 From the Cases tab, you can view all the other cases submitted by your organization, or you can create a new Case. Upon submitting your case, the Tech Support team and your Field team (FAS and FSE) are immediately notified of your issue. Tip! For in-depth training on how to use all other features available in the Customer Portal, click on the “Customer Portal Tutorial” link on the portal homepage.
20. Create a New Technical Support Case File in the PacBio® Portal 20
21. SMRT® Community: SampleNet & DevNet
22. PacBio® SampleNet 22
23. PacBio SampleNet – Shared User Protocols 23
24. PacBio DevNet • User supported forum • Hosted on GitHub • Web searchable- Google, Bing, Yahoo • What is there? – Code – R Scripting Tools – Troubleshooting tips – Documentation – Training − Videos − Articles – Data sets
25. Self-help Bioinformatics Training 25
26. Troubleshooting Articles are Searchable 26
27. Issues and Solutions are Searchable 27
28. Summary and Where to Find Additional Materials • Instrument Maintenance – Download System Planned Maintenance User Bulletin for further information • Troubleshooting – Consult technical support for instrument issues – Download RS System Alarm User Bulletin • Customer Portal – File and track technical support cases – Access Documentation – Knowledge Base articles • SampleNet – Access PacBio® documentation and shared protocols – Share own protocols with community • DevNet – Latest PacBio software releases and third party code – Documentation – Training Materials – Self-Help informatics – Datasets 28
29. Pacific Biosciences, the Pacific Biosciences logo, PacBio, SMRT, and SMRTbell are trademarks of Pacific Biosciences in the United States and/or other countries. All other trademarks are the sole property of their respective owners.