Blank MS Console/Missing ACQUITY or MS modules - WKB11966

SYMPTOMS

• MS Console is missing module(s)
• MS Console is blank
• No error messages appear
• Instrument system has comms with MassLynx
• MS can be controlled in tune page
• Data can be acquired
• Communication failure in the ACQUITY console
• Unable to control BSM
• Instrument status in node properties reading 'Okay, YES' as expected for all modules
• Module visible in DHCP and Loader
• All other modules working as expected

ENVIRONMENT

• 3100 Mass Detector
• ACQUITY console
• ACQUITY QDa Mass Detector
• ACQUITY UPLC
• MassLynx
• SQ Detector 2
• SYNAPT G2
• SYNAPT G2-S
• SYNAPT G2-Si
• SYNAPT XS
• TQ Detector
• Xevo QTof 
• Xevo G2
• Xevo G2-S
• Xevo G2-XS
• Xevo TQ MS
• Xevo TQD
• Xevo TQ-S
• Xevo TQ-S micro
• Xevo TQ-S cronos
• Xevo TQ-XS
• Empower

CAUSE

ACQUITYSettings.xml file is corrupt. This controls which modules are displayed within the MS Console window.

FIX or WORKAROUND

1. Close Waters software platform (MassLynx/Empower/UNIFI/waters_connect).
2. Run the StopACQUITYProcesses.cmd and StopMasslynxProcesses.cmd from "C:\Program Files (x86)\Waters Instruments\Bin".
3. Navigate to C:\Program Files (x86)\Waters Instruments\Settings and rename or delete the current ACQUITYSettings.xml file.
4. Reopen Waters software and launch the MS Console. The ACQUITYSettings.xml file is now re-created and the console window displays correctly.

ADDITIONAL INFORMATION

If the fix does not work, repeat the procedure and delete the additional files (ACQUITYInstrumentConfig.xml, Solventlibrary.xml, System.xml)

This issue has also been reported to be resolved by re-installing the driver pack and / or waters software.