"Connection to Chromatography system lost" message with Waters Fraction Collector III (WFCIII) on Windows 10 after Windows updates (CRI-6180) - WKB293287

SYMPTOMS

• "Connection to Chromatography system lost" message with Waters Fraction Collector III (WFCIII) on Windows 10 after Windows updates or on new PCs with recent builds of Windows 10

ENVIRONMENT

• Waters Fraction Collector III
• Empower 3.6.1
• Windows 10

CAUSE

In some cases, the issue arises after installation of the following security updates released after May 2023 including: KB5027219, KB5026363, KB5025228. 

However, new computers with recent builds of Windows 10 can also exhibit this issue.

FIX or WORKAROUND

1. Escalate your case so it can be added to CRI-6180.
2. When possible, uninstall the security updates released after May 2023 including: KB5027219, KB5026363, and KB5025228. 

ADDITIONAL INFORMATION

This issue is resolved in the WFC III v1.80 driver. Waters Fraction Collector III Instrument Control Software v1.80 for Empower, Release Notes