Re: CSU-X1 stops spinning spontaneously - Ticket ID 001-00-013477

[WAINWRIGHT James]

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Dear Ekaterina,

I'm disappointed to hear that you feel our support has not been as you would have liked. As far as I can see from the history of this case (I reference the Ticket ID here in the subject line), myself and the other microscopy support engineers for your region have done everything we can, given that the system has been out of warranty for some years.

There are always two sides to every story however, so please let me know (either on or off-list) what we should have done to be more helpful.

Best wishes,

James

James Wainwright
Product Support Engineer (Microscopy Systems)
Europe, Middle East & Africa

Tel:   [phone]
Mob: [phone]
Fax: [phone]
Web:  www.andor.com/ContactSupport.aspx?type=s



-----Original Message-----
From: Confocal Microscopy List [mailto:[hidden email]] On Behalf Of Ekaterina PAPUSHEVA
Sent: 21 April 2015 12:47
To: [hidden email]
Subject: CSU-X1 stops spinning spontaneously

*****
To join, leave or search the confocal microscopy listserv, go to:
http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy
Post images on http://www.imgur.com and include the link in your posting.
*****

Dear all,

We have a 4-year old  Yokogawa CSU-X1 spinning disc (integrated by Andor) which stops moving without a clear reason, several times a week. It is back to normal after we restart CSU. It seems independent from the software and the computer (WinXP)  is set to never turn off the usb ports.
Andor is not very helpful about it, so I wonder, whether anyone experienced similar problems, and how did you solve them, if at all?

All best,
Ekaterina

___

Ekaterina Papusheva

Manager of Bioimaging Facility

Institute of Science and Technology Austria

Phone  [phone];
Mobile [phone]
Fax    [phone]

Am Campus 1

A-3400 Klosterneuburg

Visit our website: www.ist.ac.at<http://www.ist.ac.at>


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[Ekaterina PAPUSHEVA-2]

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Dear all,

Thank you very much for your advice and  support. It seems that this problem does not occur to frequently, but on other hand, it does not really disturb our experiments- the disc does not stop during acquisition, it happens mainly during system startup or pauses between acquisitions- and we still did not find a reason why it happens, but we can live with it for now.

Since I got an inquiry from Andor to clarify my 'Andor is not very helpful' remark in my first email: sure, we contacted the service and got some tips timely, but none of them solved the issue. Therefore I inquired the list, and from common feedback it seems to me that the problem is so seldom, that there is no ready solution to it.

So, it was not meant as a critique to Andor, but rather as a fact that we could not find a solution with their help.

All best, and thanks again for all support!
Katja





-----Original Message-----
From: Confocal Microscopy List [mailto:[hidden email]] On Behalf Of WAINWRIGHT James
Sent: Wednesday, April 29, 2015 9:35 AM
To: [hidden email]
Subject: Re: CSU-X1 stops spinning spontaneously - Ticket ID 001-00-013477

*****
To join, leave or search the confocal microscopy listserv, go to:
http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy
Post images on http://www.imgur.com and include the link in your posting.
*****

*** COMMERCIAL POSTING ***

Dear Ekaterina,

I'm disappointed to hear that you feel our support has not been as you would have liked. As far as I can see from the history of this case (I reference the Ticket ID here in the subject line), myself and the other microscopy support engineers for your region have done everything we can, given that the system has been out of warranty for some years.

There are always two sides to every story however, so please let me know (either on or off-list) what we should have done to be more helpful.

Best wishes,

James

James Wainwright
Product Support Engineer (Microscopy Systems) Europe, Middle East & Africa

Tel:   [phone]
Mob: [phone]
Fax: [phone]
Web:  www.andor.com/ContactSupport.aspx?type=s



-----Original Message-----
From: Confocal Microscopy List [mailto:[hidden email]] On Behalf Of Ekaterina PAPUSHEVA
Sent: 21 April 2015 12:47
To: [hidden email]
Subject: CSU-X1 stops spinning spontaneously

*****
To join, leave or search the confocal microscopy listserv, go to:
http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy
Post images on http://www.imgur.com and include the link in your posting.
*****

Dear all,

We have a 4-year old  Yokogawa CSU-X1 spinning disc (integrated by Andor) which stops moving without a clear reason, several times a week. It is back to normal after we restart CSU. It seems independent from the software and the computer (WinXP)  is set to never turn off the usb ports.
Andor is not very helpful about it, so I wonder, whether anyone experienced similar problems, and how did you solve them, if at all?

All best,
Ekaterina

___

Ekaterina Papusheva

Manager of Bioimaging Facility

Institute of Science and Technology Austria

Phone  [phone];
Mobile [phone]
Fax    [phone]

Am Campus 1

A-3400 Klosterneuburg

Visit our website: www.ist.ac.at<http://www.ist.ac.at>


This message and any attachment (together "the Message") are confidential and intended only for the individual named. If you have received the Message in error you should not distribute or copy this Message. Please notify the sender immediately by e-mail if you have received this Message in error and delete the Message from your system. Correspondence via e-mail is for information purposes. IST Austria neither makes nor accepts legally binding statements unless explicitly otherwise agreed to the contrary.


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[WAINWRIGHT James]

*****
To join, leave or search the confocal microscopy listserv, go to:
http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy
Post images on http://www.imgur.com and include the link in your posting.
*****

*** COMMERCIAL RESPONSE ***

Dear Katja,

Many thanks for  the update.

I will close this support case for now, but please let us know if you wish to revisit it again in the future.

Best wishes,

James

James Wainwright
Product Support Engineer (Microscopy Systems)
Europe, Middle East & Africa

Tel:   [phone]
Mob: [phone]
Fax: [phone]
Web:  www.andor.com/ContactSupport.aspx?type=s




-----Original Message-----
From: Confocal Microscopy List [mailto:[hidden email]] On Behalf Of Ekaterina PAPUSHEVA
Sent: 30 April 2015 13:26
To: [hidden email]
Subject: Re: CSU-X1 stops spinning spontaneously - Ticket ID 001-00-013477

*****
To join, leave or search the confocal microscopy listserv, go to:
http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy
Post images on http://www.imgur.com and include the link in your posting.
*****

Dear all,

Thank you very much for your advice and  support. It seems that this problem does not occur to frequently, but on other hand, it does not really disturb our experiments- the disc does not stop during acquisition, it happens mainly during system startup or pauses between acquisitions- and we still did not find a reason why it happens, but we can live with it for now.

Since I got an inquiry from Andor to clarify my 'Andor is not very helpful' remark in my first email: sure, we contacted the service and got some tips timely, but none of them solved the issue. Therefore I inquired the list, and from common feedback it seems to me that the problem is so seldom, that there is no ready solution to it.

So, it was not meant as a critique to Andor, but rather as a fact that we could not find a solution with their help.

All best, and thanks again for all support!
Katja





-----Original Message-----
From: Confocal Microscopy List [mailto:[hidden email]] On Behalf Of WAINWRIGHT James
Sent: Wednesday, April 29, 2015 9:35 AM
To: [hidden email]
Subject: Re: CSU-X1 stops spinning spontaneously - Ticket ID 001-00-013477

*****
To join, leave or search the confocal microscopy listserv, go to:
http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy
Post images on http://www.imgur.com and include the link in your posting.
*****

*** COMMERCIAL POSTING ***

Dear Ekaterina,

I'm disappointed to hear that you feel our support has not been as you would have liked. As far as I can see from the history of this case (I reference the Ticket ID here in the subject line), myself and the other microscopy support engineers for your region have done everything we can, given that the system has been out of warranty for some years.

There are always two sides to every story however, so please let me know (either on or off-list) what we should have done to be more helpful.

Best wishes,

James

James Wainwright
Product Support Engineer (Microscopy Systems) Europe, Middle East & Africa

Tel:   [phone]
Mob: [phone]
Fax: [phone]
Web:  www.andor.com/ContactSupport.aspx?type=s



-----Original Message-----
From: Confocal Microscopy List [mailto:[hidden email]] On Behalf Of Ekaterina PAPUSHEVA
Sent: 21 April 2015 12:47
To: [hidden email]
Subject: CSU-X1 stops spinning spontaneously

*****
To join, leave or search the confocal microscopy listserv, go to:
http://lists.umn.edu/cgi-bin/wa?A0=confocalmicroscopy
Post images on http://www.imgur.com and include the link in your posting.
*****

Dear all,

We have a 4-year old  Yokogawa CSU-X1 spinning disc (integrated by Andor) which stops moving without a clear reason, several times a week. It is back to normal after we restart CSU. It seems independent from the software and the computer (WinXP)  is set to never turn off the usb ports.
Andor is not very helpful about it, so I wonder, whether anyone experienced similar problems, and how did you solve them, if at all?

All best,
Ekaterina

___

Ekaterina Papusheva

Manager of Bioimaging Facility

Institute of Science and Technology Austria

Phone  [phone];
Mobile [phone]
Fax    [phone]

Am Campus 1

A-3400 Klosterneuburg

Visit our website: www.ist.ac.at<http://www.ist.ac.at>


This message and any attachment (together "the Message") are confidential and intended only for the individual named. If you have received the Message in error you should not distribute or copy this Message. Please notify the sender immediately by e-mail if you have received this Message in error and delete the Message from your system. Correspondence via e-mail is for information purposes. IST Austria neither makes nor accepts legally binding statements unless explicitly otherwise agreed to the contrary.


This message has been scanned for malware by SurfControl plc. www.surfcontrol.com