About Cepheid

You are here

Home › Resources & Support › Support › Technical FAQ › Computer FAQ
 

Computer FAQ

Error message

  • Deprecated function: Function split() is deprecated in get_page_url() (line 334 of C:\sites\cepheid_international\themes\cepheid\templates\page.tpl.php).
  • Deprecated function: Function split() is deprecated in get_page_url() (line 334 of C:\sites\cepheid_international\themes\cepheid\templates\page.tpl.php).

Q: What is the Operating System user name and password?

A: For a SmartCycler® System, the Windows user name is Cepheid and the password is left blank. For the GeneXpert® System, the Windows user name is GeneXpert and the password is gx


Q: Is the computer warranty transferred when we purchase the system?

A: Yes, when the system is purchased, the warranty from Dell is transferred to the end user.


Q: I am experiencing loss of communication. What could be causing this?

A: There may be many reasons for this to happen. Please contact Cepheid Technical Support and have the following information available:

  • Computer Model (desktop or laptop)
  • Operating system version
  • Is the computer networked? Is it connected to the internet?
  • Service tag number of Computer
  • Serial number of instrument(s)
  • Version of Software
  • Version of the Anti-Virus software
  • Was the software open when the problem occurred?
  • Was a run in progress when the problem occurred?
  • What applications were open when the problem occurred?
  • Are there any other hardware installed such as a printer? If so, what is the make and model and how is it connected (USB or parallel)?
  • How often does this happen?
  • Are the computer and instrument plugged into a power strip? Are they on a circuit with many other instruments or sharing a power strip or outlet with large equipment (ex. Freezer, incubator, fume hood, water bath, centrifuge).