How to resolve communication issues with Waters Tof MS instruments (Vion, Xevo, RDa) in a waters_connect network - WKB279461

Article number: 279461

OBJECTIVE or GOAL

Resolve communication issues with Waters Tof MS instruments (Vion, Xevo, RDa) in a waters_connect network.

Ensure that no other users have the System Console App open.
Reset the MS from the Instrument pane in the System Console App. Move to the next step if this does not work.
Close the System Console App.
Open the Device Management App and reset the LND.
If it reports "LND not available" or nothing happens, continue to step 7.
If the LND resets correctly and comes back online, move to step 11.
Connect via remote desktop to LND (if permitted) and stop / start the waters_connect LND service (This has been reported for Vion to be required after Resets fail)
If the LND resets correctly and comes back online, move to step11.
Physically reboot the LND computer next to the system.
In Device Management, confirm that the LND comes online successfully.
Do a soft reset of the MS. This is usually done with a small recessed button on the front of the instrument.
Determine if the MS is now communicating in the System Console.
If not, try a full power reset of the MS using pump override.
Determine if the MS is now communicating in the System Console.
You may also need to repeat the LND reset if there are still comms issues.
Finally, the MS, depending on the instrument will need settting up again and recalibrating.
If this fails repeatedly, raise a request for Waters Support. We will need to look for an issue with the MS EPC startup or IT security settings in the customer environment.