HID Tech Support Troubleshooting Process Overview

HID Tech Support Troubleshooting Process Overview

April OrbisonSr. HID Field Applications Specialist

2/8/2013 | © Life Technologies™ 2

What happens when I contact Life Technologies with a problem?

Customers can reach out directly to HID Tech Support via an email or phone call

Customers can also contact their Sales Representative, Service Engineer or FAS. These issues will typically be forwarded on to HID Tech Support

If the problem can be resolved via an email or phone call, it is. If it cannot, then the troubleshooting process begins with HID Tech Support

A service call will be opened if the problem appears to stem from the instrument


What happens when I contact Life Technologies with a problem?

If the problem cannot be resolved via troubleshooting with HID Tech Support or a service call, then on-site troubleshooting by Life Tech may be necessary

The on-site troubleshooting team can consist of HID FAS, Service Engineers and HID Tech Support

If the problem is still not resolved after on-site troubleshooting, it is escalated to internal groups within Life Tech

Throughout the troubleshooting process, internal meetings often occur with HID Tech Support, HID FAS, HID Sales, Service and FSAG


Things to keep in mind if you are troubleshooting with Life Technologies

Even if the problem is minor, reviewing the actual data is typically imperative

It is always best to send the actual raw data files (.fsa or .hid), and the ladders that they were run with

If it is impossible to send evidentiary data, please consider sending data from controls that demonstrate the problem

The lab will often be asked to perform experiments as a part of the troubleshooting process

Depending on the situation, supplies will be sent in by Life Tech for the troubleshooting experiments


Basic Troubleshooting Steps1. Define the problem

2. Reproduce the problem, if applicable & if necessary

3. Gather detailed information

4. Consider probable cause for the failure

5. Devise a plan to solve the problem

6. Implement the plan

7. Observe the results of the implementation

8. Repeat the process if the plan does not resolve the problem

9. Document the changes made to solve the problem


1. Define the Problem

May not always be straightforward

Different “illnesses” often have the same symptoms

Break down into buckets, if possible*− Instrument/Hardware/Consumables

> Includes computer and consumables (syringes, arrays, capillaries, etc.) used on instrument

− Software

> Data collection, analysis software, operating system, etc.

− Chemistry/Reagents

> Includes extraction kits, Quantifiler® kits, AmpFℓSTR® kits, polymer, buffer, formamide, etc.

− User error

− A combination of the above


2. Reproduce the problem

You can't fix what you can't see!

There may not be a problem if it doesn’t happen again

Reproducible problem

− A problem for which there is a known sequence of steps to consistently reproduce the symptoms of the problem

Intermittent problem

− A problem that is sporadic and alternately ceases and begins


3. Gather Detailed Information

Prepare by detailing a complete and accurate symptom description

More details = less work in the long run

When and how often?− e.g., every morning, every run, only after an array change

Who?− Do all analysts see the problem or only certain analysts?

How?− Is there a specific mechanism that causes the problem?

Where?− e.g., occurs at lab bench A but not lab bench B

With what?− Obvious examples include certain instruments, reagents, etc.− Also make note of seemingly unimportant details such as which container of

tubes, which pipette tips, which aliquot of TE, etc. was used

The goal of all of these questions is to

try to determine patterns with the

answers.

Finding patterns is key to

troubleshooting!


Steps 4 through 7

4. Consider probable cause

− Devise a hypothesis based on the defined problem and the summarized details

5. Devise a plan

− Be systematic

− Change only one variable at a time*

6. Implement the plan

7. Observe results


8. Repeat Process, if Necessary

For complex troubleshooting situations, the process is often repeated many times

To determine final resolution, only one variable should ever be changed at a time

− Often not possible in crime labs due to time constraints and budget considerations


9. Document the Process and the Resolution

With detailed documentation of the troubleshooting process and the final resolution (if known), future troubleshooting situations will be easier

Utilize a logbook to help organize your documentation


The Intermittent Problem

Occurs randomly; cannot be forced to occur by a specific procedure

Troublesome for many reasons

− More difficult to devise a plan

− Cannot be certain the symptom went away

− Troubleshooting usually takes much longer

− May not always discover final resolution

Step 3, Gather Detailed Information, becomes even more important

− Must find out how often it happens and what situations tend to increase its probability


Additional Troubleshooting Tips

Regularly scheduled maintenance is key

− Most instrument related problems can be prevented by following proper and consistent maintenance guidelines

Don’t overlook the basics

− e.g., when was maintenance last performed?, are the cables connected?, perform an instrument reboot, has the bulb ever been changed?

Only compare “apples to apples”

Use all of your available tools and resources

Check the controls

Be open minded!

Problems will arise that don’t follow the rules.


Check the Controls

1. Internal size standard

− GeneScan 500 ROX, GeneScan 500 LIZ, GeneScan 600 LIZ

2. AmpFℓSTR® kit ladder

3. AmpFℓSTR® kit positive control

4. Quantifiler® kit DNA standard and internal PCR control (IPC)

5. Laboratory internal DNA quality control standards

− Could be pristine known samples, NIST standards, etc.

At this point, you've been unable to easily determine what the problem is. The controls will help you pinpoint which component you need to troubleshoot. There are potentially 5 controls that can help you:


Controls that Aid Troubleshooting

Control

Laboratory Process

Extraction Quantitation Amplification Capillary

Electrophoresis

Data Analysis

Quantifiler® Kit

Standard & IPC X XAmpFℓSTR® Kit

Positive Control X X X

Allelic Ladder

X XSize Standard

X XInternal Laboratory

QC sample(s) X X X X X


Available Tools and Resources

User Manuals and User Bulletins

Online help (appliedbiosystems.com), Forensic Newsletter

Human Identification Technical Support Staff− By telephone: 1.888.821.4443 (4HID) #1− Via email: [email protected]

Technical Assistance Center*: for instrument related issues (contract*)− By telephone: 1.800.327.3002 #4

Human Identification Field Applications Specialists

Human Identification Field Service Engineers

Human Identification Sales Representatives

1.800.248.0281 to

leave a voice

message


Legal Statements

For Research, Forensic or Paternity Use Only. Not for use in diagnostic procedures.

© 2013 Life Technologies Corporation. All rights reserved.

The trademarks mentioned herein are the property of Life Technologies Corporation and/or its affiliate(s) or their respective owners.

Please refer to the product inserts for information on relevant patent coverage. For further information contact the Director of Licensing, Applied Biosystems, 850 Lincoln Centre Drive, Foster City, California 94404, USA.

HID Tech Support Troubleshooting Process Overview

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