Intellistart Error message: Service Due - WKB824

SYMPTOMS

• MS says "Service Required" in the ACQUITY Console
• Error message appears in the ACQUITY Console: "Service Due" 
• Cannot acquire data
• MS does not switch to operate mode

ENVIRONMENT

• MassLynx 4.1
• Xevo TQ-S
• Xevo G2-XS TOF
• ACQUITY QDa Mass Detector
• 3100 Mass Detector
• SQ Detector
• SQ Detector 2
• TQ Detector
• QDa
• QDa2
• SYNAPT G2-S HDMS
• SYNAPT G2-Si
• SYNAPT XS
• Xevo TQ MS
• Xevo TQD
• Xevo TQ-S
• Xevo TQ-S micro
• Xevo TQ-XS

CAUSE

The Intellistart configuration setting "Service Due" has reached 1 year since the date entered into the console as the last service date.

The service date entered may have been incorrect, PM is due or you may want a different Service period than 1 calendar year.

FIX or WORKAROUND

Schedule service with your local Waters Service team by clicking here if a PM is due.

If no service is needed (observe all required SOPs), the date can be changed by:

1. In the console select Maintain > Service record or Troubleshoot > Service record (depending on the MS).
2. Leave the service completed date as the current date or as the date the last PM was completed.
3. Set the Service Engineer to your name or the name of the Field Service Engineer who did the last PM.
4. Type adjust the PM due date to the correct date in the Comments section.
5. Change the date of next service to one year from when the last PM was done if this mass spectrometer is on an annual PM schedule, or 6 months out from the last PM if it is on a bi-annual PM schedule.

6. Click OK.

The error message disappears.

ADDITIONAL INFORMATION

If the PM is due and the Field Service Engineer is scheduling a visit within the next week or two, then adjust the date of next service to one month from the current date and remind the service engineer to update it when the PM is done.