Can information on Empower or instrument error codes be supplied to customers? - WKB18631

ENVIRONMENT

• Empower error codes
• Hardware error codes 
• Empower Toolkit codes

ANSWER

Unfortunately, the instrument error code lists are located mainly in the troubleshooting guides, which are company confidential and not available to customers.

The user guides for individual systems and modules contain some information regarding error codes. These codes can be shared with customers.

The Empower Toolkit packs return codes into HRESULTs. If you need to resolve a Toolkit error code into an error message, first remove the leading characters "80040" from the HRESULT code. Looking up the full HRESULT code from the Toolkit in an error lookup utility such as err.exe will result in misleading messages. The right-most three characters are the actual return code from the Toolkit. Look up the three characters in the list of Empower Toolkit Error Codes in the Toolkit documentation.

ADDITIONAL INFORMATION

Hardware errors will often be reported in the Empower message center. Any error messages from ACQUITY hardware will be found in the ACQUITY Console logs.

In some cases, the Empower Toolkit return code will be reported as a decimal number, rather than hexadecimal.  This number should be translated to hex before mapping it to an Empower Toolkit code.  Many search engines can perform this translation.  Windows' error code lookup tool, err.exe, can also perform this translation.  If using err.exe, though, do not use the error messages returned (if any) as the basis for troubleshooting.  The error messages are based on the full hex number, whereas only the right-most 3 digits are relevant for Empower.

Example: Error code -2147228056 is returned by the NuGenesis SDMS Restore Adapter software when restoring an Empower project.  This number is 0x80040288 in hexadecimal.  The Empower Toolkit code, therefore, is 288.