Customer Support FAQs

 

General:

 

What are the different levels of service coverage for my instrument?

Platinum SLA Plan

  • Highest level of coverage offered
  • Covers all costs associated with preventative maintenance (PM) and repairs
  • Provides 1-business day response time
  • Includes 1 PM per annual term. MAGPIX®, FLEXMAP 3D®, Luminex® 200™ Systems get 2 PMs per year.


Gold SLA Plan

  • Plan most frequently purchased
  • Covers all costs associated with PMs and repairs
  • Provides 2-business day response time
  • Includes 1 PM per annual term


Silver SLA Plan

  • Covers costs for travel and labor associated with repairs (parts for repairs are additional)
  • Provides 2-business day response time from receipt of customer PO for estimated repair charges
  • Includes 1 PM per annual term (covers travel, labor, and PM kit)
  • Customer approval necessary for any unplanned and/or additional charges found during onsite Field Service Engineer assessment of system.


Bronze SLA Plan

  • Provides 20% off parts associated with repair costs
  • Travel, labor and parts NOT INCLUDED for repairs
  • Includes 1 PM per annual term
  • Customer approval necessary for any unplanned and/or additional charges found during onsite Field Service Engineer assessment of system.


MAGPIX Platinum SLA Plan

  • Covers all costs associated with PMs and repairs
  • Provides 1-business day response time
  • Includes 2 PMs per annual term


MAGPIX Gold SLA Plan

  • Covers all costs associated with PMs and repairs
  • Provides 2-business day response time
  • Includes 1 PM per annual term


MAGPIX® Standard SLA Plan (Name changed – original “Gold” plan)

  • Covers all costs associated with repairs
  • Provides 2-business day response time
  • NO PM INCLUDED WITH PLAN


Gold & Platinum 360 Plans

  • Same coverage as standard plans but with assay support included

 

Note: Coverage details may vary by region. Please contact [email protected] for additional information. The supported countries are subject to change. Click here for the list of supported countries https://www.luminexcorp.com/support/field-service/maintenance-and-support/#countries.



How do I find my Target Values?

Target Values can be found on www.luminexcorp.com:

  1. Browse to https://www.luminexcorp.com
  2. In the menu heading at the top of the page, hover over Resources, then click on the instrument type you are using.
  3. Once on the correct page for your instrument, locate the kit lot number to download the Target Value file (.lxl).


How do I load my Target Values?
  1. Access the https://www.luminexcorp.com website
  2. Hover over the top of the Resources tab and make selection under Target Values.
  3. Locate the lot number to be saved. The Control + F and entering the lot number in the ‘Find’ field allows for a quicker search of the lot number.
  4. Right click on the selected lot number link and select the ‘Save target as…’
  5. The ‘Save As’ window popup will open:
    1. Select the desired folder location the .lxl file will be saved to, desktop is preferred.
    2. The ‘File name’ field will have the selected calibration or verification name populated, add .lxl at the end of the file name. Remove .xml if present.
    3. Select ‘All Files’ in the ‘Save as type:’ dropdown list.
  6. Click the Save button.
  7. Verify the .lxl file saved on the desktop of the computer.
  8. The calibration or verification .lxl file can now import into the xPONENT software
    1. xPONENT >> Maintenance page >> Lot Management >> Import Kit


Can I order extra strip wells?

If you are in need of additional Calibration/Verification Stripwells, then you can order single Stripwells from the manufacturer or distributor.

  • Corning Life Sciences, product #2580 (Fisher Scientific #07-200-24)
  • Corning® 96 Well Clear Polystyrene High Bind Stripwell™ Strips, without Frame or Lid, Nonsterile (Product #2580)


Where do I find my SN?

In xPONENT®:

  • Click on the ‘Maintenance’ tab and click on ‘system info’ tab.
  • Alternatively, the serial number is located on the back of MAGPIX®, Luminex® 200™ and FLEXMAP 3D® instruments beginning with the instrument name followed by a series of eight numbers.


The serial number for the ARIES® Systems may be found as follows:

  • The voltage label is located on the back of the ARIES® and ARIES® M1 System. It displays the serial number, model number, power requirements, and manufacturer’s information.
  • Alternatively, the serial number can also be found on the front under the ARIES® logo. There is a LABEL under the ledge with the serial number.


How old is my instrument?

Luminex® 100/200™ serial number code cypher:

 

LX100AABBBCDER

 

LX100 The instrument is a Luminex 100/200

 

AA The year in which the instrument was manufactured

 

BBB The day of the year on which the instrument was manufactured



Can I run expired kits on my Luminex instrument?

Luminex does not support using expired reagents at any time.



Can I dispose of my sheath fluid down the sink?

For disposal of biohazardous fluids and waste material, the lab should observe all local, state, federal, and country-specific biohazard handling regulations. MSDS information for the Sheath fluid can be found in the Documents section.



How can I obtain a copy of a COQ?

Certificate of Quality (COQ) documents can be found at the Luminex public website:

  1. Click the link: http://www.luminexcorp.com/Resources/Downloads/index.htm?documentType=Certificate%20of%20Quality&productName=All
  2. Choose the product you are interested in from the Product Name drop down list. Then, click the arrow button.
  3. All available Certificate of Quality (COQ) documents will be listed.


How do I send a SUF to Luminex?

How to send a Support Utility File for xPONENT® 3.1/4.0/4.1:

  1. In xPONENT®, click Maintenance > Support Utility.
  2. Fill out the required information. If asked to include batch information, select the Include batch Info check box. Select the batch to send.
  3. Click Export. A Save Support File As’ dialog box will open, click Save.
  4. You will see the following progress bar at the top of the screen. xPONENT is pulling the required logs and any batch data included and generating a zipped folder. The folder will be located on your desktop.
  5. A window will display indicating the export is complete. Click OK.
  6. Locate the .zip file on your desktop and send to Luminex Technical Support at [email protected]. If the file exceeds the size limit to send via email, then please use the Big File Transfer located at http://bft.luminexcorp.com/.

  7. How to send a Support Utility File with xPONENT 4.2

    1. Navigate to the Maintenance > Support Utility tab, then click the Support button on the bottom right.
      NOTE: It is best for the Luminex instrument to be powered on and connected to the xPONENT® software before a Support Utility File is generated.
    2. A progress bar will display the progress.
    3. The Support Utility window will open:
      • Fill out the required fields (Name, Company Name, Phone Number, Email, Comment).
      • Change the Directory Configuration to point to the desktop if not done already.
      • Click the Save File button.
      • A Save As dialog box will open. Click the Save button.
      • A progress bar will display the progress creating the Support Utility File.
      • Navigate to the desktop, find the zipped folder, and send to [email protected] or use the big file transfer http://bft.luminexcorp.com/ to submit the file to Luminex Technical Support.


How can I obtain training for my Luminex products?

Our course offerings include online, live online, and classroom training to meet all of your Luminex Learning needs.
 
To view a list of our course offerings or to enroll in a course, please login to the Luminex Corporation Customer Center. If you don’t have an account, please fill out the New Account Registration form to register. Contact us at [email protected] for additional information on on-site training.



Is field service required to perform a Product Maintenance (PM) on my instrument?

All instruments require a 12-month PM to be performed by an engineer, with exception of the MAGPIX®. You can perform your own 6-month Product Maintenance on all instruments, with exception of ARIES® Systems.

Orders:

 

How can I place an order?

There are four easy options for placing an order with Luminex:

 
Email Orders
 

For faster service, please include the following information with orders submitted to [email protected]:

  • Company Name
  • Name, Phone Number, and Email Address of Purchasing Agent
  • Name and Phone Number of the End User
  • Valid Purchase Order Number
  • Complete Billing and Shipping Addresses
  • Product Number, Description, Pricing and Quantity
  • Net 30 Payment Terms
  • FOB Shipping Point


I am missing a part in my order.

Please contact Technical Support at (877) 785- 2323, and verify your PO and item that was missing from order.



I received the wrong/damaged part. What should I do?

Please contact Technical Support at (877) 785-2323, and verify the PO and the item that was damaged/incorrect item.



My bead order shipment arrived late and my beads are warm. What should I do?

Please contact Technical Support at (877) 785-2323, and verify your PO or Sales Order.


PC/Software:

 

Can I run Windows 7 64-bit with xPONENT?
 

Instrument Type xPONENT Version Number Build Number Supports 64 Bit Version of Windows*
Luminex® 100/200™ IS 2.3 182 No (Win 2000, XP)
Luminex 100/200 xPONENT® 3.1 871 NO (Win XP or Win 7 32-bit)
Luminex 100/200 xPONENT 3.1 971 NO (Win XP or Win 7 32-bit)
Luminex 100/200 xPONENT 4.2 1509 YES
MAGPIX® xPONENT 4.2 1324 YES
MAGPIX xPONENT 4.2 1705 YES
MAGPIX (NxTAG®-enabled) xPONENT 4.2 1594 YES
MAGPIX (NxTAG®-enabled) xPONENT 4.2 1705 YES
FLEXMAP 3D® xPONENT 4.0 846 NO (Win XP)
FLEXMAP 3D xPONENT 4 .2 1441 YES
FLEXMAP 3D xPONENT 4.2 1487 YES
FLEXMAP 3D xPONENT 4.2 1513 YES
FLEXMAP 3D xPONENT 4.2 1513.1920 YES


Can I connect my instrument to my organization’s internal network?

We highly recommend the IT person placing the computer onto the network to contact support for further instructions and guidance.



Can I run antivirus software on the PC connected to my instrument?

Luminex-provided PCs shipped from Luminex’s manufacturing department do not include or recommend specific brands of antivirus software. However, you can run antivirus software on the PC.



What do I do if my license key has expired?

In order for Luminex Technical Support to generate a permanent license key for the Luminex xPONENT software or enable a purchased xPONENT module (LIS, Automation, Security, 21 CFR), we need the following pieces of information:


  1. The current xPONENT license key. See Finding the Current xPONENT License Key below for details.
  2. The serial number of the Luminex instrument being controlled by the xPONENT software (i.e., LX100xxxxxxxx, FM3DDxxxxxxxx, MAGPXxxxxxxxx). See Finding the Instrument Serial Number below for details.
  3. The current address where the Luminex system is installed.
  4. The contact information for the primary Luminex user (Name, Address, Phone Number, Email address).

 

Once you have this information, you can email in a request for a new license key to [email protected].

Instrumentation:

 

Luminex® 200™:

 

I need to move my Luminex 200 instrument. What should I do?

Please contact Luminex Support to set this up and receive further instructions.



I want to put my Luminex 200 instrument into storage. What is the procedure?

Storing the System


This procedure explains the steps you should take before placing the system into long-term storage:


  1. Run a sanitize with 10% to 20% household bleach solution
  2. Run a sanitize with distilled water
  3. Run four washes with distilled water
  4. Remove the sample probe from the instrument, flush with distilled water from the narrow end out through the larger end, replace it in the sample arm, and wrap the end with Parafilm® M


I want to revive my Luminex 200 instrument from storage. What are the procedures?

Please contact Luminex Support for a part list needed for system revival.



What power supply does Luminex recommend for my Luminex 200 instrument?

Luminex highly recommends using an uninterruptible power supply (UPS) to protect your system from power outages. Choose one that can provide 1050 Watts for at least 45 minutes. The UPS should be CE marked when used internationally.



What type of daily/routine maintenance should be performed on my Luminex 200 instrument?

The daily and routine maintenance for the Luminex 200 can also be found in the user manual.


Cleaning the Sample Probe:

WARNING: Be sure that the system is not performing an operation when you remove the sample probe.


CAUTION: The Luminex® instrument sample probe should slide up easily while removing it from the sample arm. If you feel resistance, do not force the probe up. Contact Luminex Technical Support.


  1. Remove the sample probe as follows:
    1. Unsnap the light housing located above the probe.
    2. Then, unscrew the Cheminert® fitting on top of the probe completely.
    3. Next, gently grasp the probe and push up.
    4. Remove the probe out of the top of the sample arm.
  2. Remove the sample probe and sonicate the narrow end for 2 to 3 minutes. Keep the larger end out of the sonication fluid.
  3. Using a syringe, flush the sample probe with distilled water from the narrow end out through the larger end.
  4. Replace the sample probe and readjust the height for the plates you are using.
  5. Run three backflushes, three drains, two alcohol flushes and three washes with distilled water.


Adjusting the Sample Probe Vertical Height:

Adjust the sample probe vertical height each time you change the type or style of microtiter plate.

  1. Remove the clear plastic shield that covers the sample probe area.
  2. In a 96-well microtiter plate where overall height is no more than 0.75 inches (19 mm), place the appropriate alignment tool in the plate:
    • For a standard plate with flat-bottom wells – stack two of the larger (5.08 mm diameter) alignment discs together and place them into the selected well.
    • For a filter bottom plate – stack three of the larger (5.08 mm diameter) alignment discs together and place them into the selected well.
    • For a half-volume plate with flat-bottom wells – stack two of the smaller (3.35 mm diameter) alignment discs together and place them into the selected well.
    • For a round-bottom (U-bottom) plate – stack two of the smaller (3.35 mm diameter) alignment discs in the selected well.
    • For a plate with conical wells – place one alignment sphere into the selected well.

    NOTE: Verify that the microtiter plate is not warped. Warped plates can lead to incorrect probe height adjustment.


    NOTE: Alignment discs can be placed in any well as long as the well is designated in the software.


  3. Eject the plate holder. Place the 96-well microtiter plate on the Luminex® XYP™ instrument plate holder with position A1 in the top left corner.
  4. Verify that the correct well location is selected in the Luminex software, and that you are using the appropriate number of alignment discs. Retract the plate.
  5. Loosen the front thumbscrew on the probe holder one-third to one-half turn. Pull it upward until it touches the top of the adjustment slide. Tighten the thumbscrew.
  6. Use the Luminex software to lower the sample probe.
  7. Loosen the front thumbscrew. Gently push the probe down until it just touches the top of the alignment discs or sphere.
  8. Tighten the front thumbscrew.
  9. Raise the sample probe using the Luminex software.
  10. Replace the plastic shield that covers the sample probe area.


Daily Maintenance Procedure:

If the system is powered on, but idle for more than 4 hours, click Warmup. Wait 30 minutes for the Luminex 200 instrument and the optics system to warm up.


Before Running Samples:

  1. Turn the Luminex 200 instrument on. The laser warms up.
  2. Verify the levels of sheath fluid and waste fluid.
  3. Tighten the sheath container cap.
  4. Prime the instrument.
  5. Perform an alcohol flush using at least 1.2 mL of 70% isopropanol or 70% ethanol in the reservoir.
  6. Run two wash commands using distilled water.
  7. Verify that the sample probe has been vertically aligned for the plate used in the kit.
  8. Perform weekly calibration and/or daily verification. For daily use, verify that your System Initialization setting is set to Fluidics Prep, and Performance Verification in the Admin System Setup tab. (from 89-00002-00-417)


Adjusting Sample Probe Height:

See above steps.


After Running Samples:

  1. Refer to the User Manual for the amount of bleach you should sanitize with.
  2. Run two Wash cycles with distilled water.
  3. Soak with distilled water. Wait until the soak completes.
  4. If desired, turn off the Luminex 200 instrument.


Weekly Maintenance Procedure:


Visual Inspection

Open all of the Luminex 200 instrument doors and visually inspect for leaks, corrosion, and other signs of improper function. Check all visible tubing connections. Check the Luminex® XYP™ instrument air intake filter for buildup of dust. Check the Luminex® SD™ system and its connection for leaks. If you see a leak, turn off the power to the Luminex SD system and contact Luminex Corporation.


Cleaning the Sample Probe

See above steps.


Flush the System

Run three backflushes, three drains, two alcohol flushes and three washes with distilled water.

MAGPIX®:

 

I need to move my MAGPIX instrument. What should I do?

You will initially need to reach out to Technical Support at (877) 785-2323. Please bear in mind, moving the MAGPIX® from one lab to another (lab to lab, site to site within the same building) does not require any special packaging. You may simply carry or place the instrument on a cart and transport it to its new location.


If the MAGPIX needs to move a longer distance, please see the part numbers below to order the correct shipping/packaging materials:


  • CN-0305-01 – MAGPIX Instrument Return Kit – This is the best option for moving the instrument in a moving truck and/or shipping the MAGPIX instrument back to Luminex. This kit includes a Return Shipping Procedure, Tyvek Wrapped desiccant, packaging for the MAGPIX instrument only, and the Shipping Lockdown Block for the MAGPIX. The customer/end user will need to obtain packing material for the PC.
  • CN-0291-01 – MAGPIX Reader Flight Case (also called a Pelican Case) – This includes the manual for repackaging and shipping block. This would be required for shipping the MAGPIX instrument via air flight (overseas or from state to state).
  • CN-0290-01 – MAGPIX PC Flight Case (also called a Pelican Case) – This would be required for shipping the MAGPIX PC via air flight (overseas or from state to state). The PC, monitor, stand, keyboard, mouse, power cord, manuals, and CDs are all designed to fit into this case.


I want to put my MAGPIX instrument into storage. What is the procedure?

This procedure explains the steps you should take before placing MAGPIX® into long-term storage:

  1. Use the software to perform a preparation for storage routine.
  2. Remove the sample probe from the instrument and flush it with distilled water from the narrow end out through the larger end.
  3. Replace the sample probe in the probe holder and wrap the end of the probe with Parafilm®.
  4. Remove the Drive Fluid container and empty the waste fluid container.
  5. Eject the plate carrier and remove the microtiter plate and the off-plate reagent block from the plate carrier.


I want to revive my MAGPIX instrument from storage. What is the procedure?

NOTE: The Revive After Storage routine is necessary when the MAGPIX system runs for the first time and when the system has been idle for more than a week. After you have adjusted the sample probe height, run the Revive After Storage (Luminex) routine.


  1. Open the Maintenance page, then the Cmds & Routines tab.

  2. Select Revive After Storage (Luminex) from the Routine Name drop-down list. The Revive After Storage routine performs the following commands:

    • Prime
    • Rinse
    • Alcohol Flush
    • Rinse


  3. Add 70% isopropanol or 70% ethanol to reservoir RB1 on the off-plate reagent block as indicated on the Cmds & Routines tab.

  4. NOTE: The rinse reservoir (RD1) should be empty.


  5. Click Retract.
  6. Click Run. After the Revive After Storage routine is complete, run the System Initialization routine.





What power supply does Luminex recommend for my MAGPIX instrument?

Luminex recommends using either an uninterruptible power supply (UPS) or a surge protector to protect your system from power outages. Use a UPS that provides 585 Watts/960 VA for at least 60 minutes. Select a surge protector that fits your requirements with regard to electrical environment, endurance, suppressed voltage rating, and method of protection. The surge protector requires three outlets and a minimum rating of 585 Watts. Either piece of equipment should bear an appropriate safety certification mark for your region, for example, Underwriters Laboratory (UL), Canadian Standards Association (CSA), or Conformité Europeénne (CE).

FLEXMAP 3D®:

 

I need to move my FLEXMAP 3D instrument. What should I do?

Please contact Technical Support at (877) 785-2323.


There are two options when moving the instrument; it should be noted that any damage to the instrument during the move is not covered under service level contracts. Below are some guidelines regarding the options for moving your FLEXMAP 3D.


  • Option 1. Luminex can provide an estimate for Deinstall and Reinstall of the FLEXMAP 3D instrument and a PO will be required for FSE to be dispatched to perform the task. This is where a Luminex FSE goes to customer site performs deinstall of the instrument: prepares the instrument to be packed and moved. Then after the instrument has been moved to the new location and unpacked from crate (i.e., sitting on counter top); the FSE goes to site and reinstalls the instrument; (FSE will ensure that the instrument is functional before leaving).

    NOTE: The FSE, cannot help physically pack or move the instrument. The instrument is around 170 lbs and is too heavy for our engineers to safely lift. So a matrix for moving the instrument will need to be prepared (this involves setting up a white glove service).

  • Option 2. Customer can prepare the instrument for move without Luminex. They would need to prepare the instrument for storage, drain the fluidics reservoir, and clean the instrument. Customer could potentially reinstall the instrument as well; however any damage to the instrument is not covered under service level contracts (even if the Calibration fails due to possible red laser alignment, the customer should provide a PO for field service if cal/ver fails upon reinstall if they didn’t pay for a reinstall service).


Be sure to inquire on box options for your move.



What power supply does Luminex recommend for my FLEXMAP 3D instrument?

Luminex recommends using an uninterruptible power supply (UPS) or a surge protector to protect the system from power outages. Use a UPS that provides 1300 watts for at least 45 minutes. Choose a surge protector that fits the requirements for electrical environment, endurance, suppressed voltage rating, and method of protection. The surge protector requires three outlets and a minimum rating of 1500 watts. Both pieces of equipment should include appropriate safety certification marks for your region.

ARIES® and ARIES® M1:

 

I need to move my ARIES® instrument. What should I do?

Per the ARIES® System Operation Manual, it’s not recommended that users install, move, or uninstall the system. Please contact Technical Support if the instrument needs to be moved.


The following are some important guidelines to note prior to moving the ARIES® System:

  • The instrument should be shut down and unplugged before moving: disconnect any power, network, or USB cables from the instrument before moving.
  • The instrument is 150 pounds, so care should be taken to move it to a table or bench that is capable of holding this amount of weight.
  • With its shape and size, the ARIES® System is difficult to carry by more than 2 people.
  • The touchscreen should be protected from damage or stress when moving: do not place hands on the touchscreen to support the instrument while moving it.
  • The ARIES® module ports/bays should not be used to hold or carry the unit when moving; lifting should be on the bottom or sides of the unit: use caution when setting the instrument down in its new position, to avoid pinching fingers between the bottom of the instrument and the benchtop.
  • Tipping the ARIES® System may result in it slipping off its foot pads.
  • Use caution to minimize any unnecessary jostling or jarring when moving the instrument.


The following table has some additional information that may be pertinent to the moving of an ARIES® System:


Site Preparation and Facility Requirements

Hallways and doorways Minimum 43″ or 110 cm wide
Counter space 24.25″ x 15.5″ x 37.5″ or 61.6 cm x 39.37 cm x 95.25 cm
Wall clearance 2″ or 5.08 cm
Counter space must accept weight of Approximately 150 pounds or 68 kg
Shipping box size 39″ x 29″ x 54″ or 99.1 cm x 73.66 cm x 137.16 cm
Electrical outlet for a standard power cord (U.S. 120 volts) Within 6 feet or 1.8 meters of instrument
Freezer space for 2″ boxes of verification reagent 2″ x 2″ x 2″ at -20°C


What power supply (UPS) does Luminex recommend for my ARIES® System?

Luminex recommends using a UPS with a rating of 700 watts/800 VA for locations that have a generator to restore power in case of a power outage. For locations that do not have a backup generator, contact Luminex to discuss recommended battery life requirements.