Intermittent communication issues with MS system - WKB17267

SYMPTOMS

• Communication problems with LC-MS system
• Regular, intermittent loss off connection with MS and modules in ACQUITY stack

ENVIRONMENT

• MassLynx
• ACQUITY UPLC modules
• Kaspersky antivirus software
• CrowdStrike

CAUSE

Unsupported and incorrectly configured antivirus software interrupts communications.

FIX or WORKAROUND

1. Disable the antivirus software to confirm that it is the cause of the problem.
2. Reconfigure the antivirus software:
   Exclude all folders and processes related to MassLynx software and instrument control.
   Disable real-time updates during instrument acquisition.
   Disable active scanning during data acquisition.
   Disable Network Threat Protection.

ADDITIONAL INFORMATION