With Empower 3, a communication error appears on the ACQUITY Arc Direct Control Panel, and an instrument failure occurs - WKB250563

SYMPTOMS

• A communication error appears on the Direct Control Panel for QSM-R
• Right-clicking on the QSM-R Direct Control Panel does not clear the communication error

ENVIRONMENT

• Empower 3 Personal
• ACQUITY Arc
• ACQUITY UPLC H-Class

CAUSE

Communications faults

Dead instrument battery

FIX or WORKAROUND

1. Check the video at the following URL and perform Stop Acquity: https:/videos.waters.com/ja/detail/videos/%E3%82%B5%E3%83%BC%E3%83%93%E3%82%B9/video/6015500414001?autoStart=true
   (This video is available in Japanese only.)
2. If this does not help, see the video at the following URL and check if the instrument is recognized.
   If the recognition of QSM-R without serial is Yes, contact Waters because the battery may be dead:
   https://videos.waters.com/ja/detail/videos/%E3%82%B5%E3%83%BC%E3%83%93%E3%82%B9/video/6021474158001?autoStart=true
   (This video is available in Japanese only.)
3. If the problem persists, try shutting down and restarting the instrument and PC, if you have not already done so.
   The order to power-on is turn on the PC → start the PC OS → power-on the instrument → launch Empower after the initialization diagnosis of the instrument is completed.
   For LAC/E-connected instruments, the LAC/E must be restarted.
4. If no improvement, check the video at the following URL and see if there is a response from the QSM-R address:
   https:/videos.waters.com/ja/detail/videos/%E3%82%B5%E3%83%BC%E3%83%93%E3%82%B9/video/6021470052001?autoStart=true (This video is available in Japanese only.)

ADDITIONAL INFORMATION