MS detector is not present in console, and control panel is unavailable in Empower due to driver conflict- WKB2858

SYMPTOMS

• The QDa is not displayed in the console view
• The QDa is identified as an "MS Detector" in the Run Samples window, but the specific model is not listed, and the MS window is unavailable.
• The device IP address populates in the DHCP server, but the instrument type is not identified
• Pings to the EPC are as expected
• Communications to the MS via telnet can be established

ENVIRONMENT

• Empower
• ACQUITY QDa
• ACQUITY SQD
• ACQUITY TQD
• ACQUITY 3100
• SQ Detector 2
• Control panel
• Citrix

CAUSE

• Both QDa and SQD/SQD2 ICS/drivers are installed, which prevents control of the QDa through console software and the control panel 
  (Can be seen in Control Panel > Programs and Features)
• Driver conflict when multiple MS Detector ICS/drivers are installed on the acquisition PC

FIX or WORKAROUND

A single MS driver should be installed on the acquisition PC:

1. Remove all MS drivers.
2. Reboot the computer.
3. Install the appropriate MS driver.
4. Reboot the computer.
5. Log in to the acquisition PC.
6. Clear the MS entry in the DHCP server.
7. Reboot the MS.
8. Verify that the MS is now populated in the console and can be controlled.

Other resolution :

1. If several MS Drivers are installed on the same Empower client, install at the end the MS detector that you will connect to this computer (or the QDa for Citrix server).
2. If this installation order was not done, change the registry key to [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Waters\Instruments] 
   'MSDetector'='ACQ-QDA' 

ADDITIONAL INFORMATION