Having difficulties with your experiment?

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View the relevant questions below:

Sometimes an error can occur when the file is downloaded to the computer. When this occurs you may see an abrupt break in the data, like in the example below (Before image). If you see this, you can repair the data by going to Analysis → Analyze from Raw Data. You should then see a fixed plot like the ‘After’ image. Please note that you would need to have at least v1.2 of the QuantStudio™ 12K Flex software to use this feature. If you do not have this version, or if you do but the error persists, please send your data file to techsupport@thermofisher.com so that we can attempt to recover the data.

This error can occur due to allocation of the computer’s virtual memory. If you see this message, try the following:

  1. Click ‘OK’ to the error, close any unnecessary programs, and relaunch the software (you may have to do this several times).
  2. Using the Task Manager (Control+Alt+Delete), look for a process called ‘javaw.exe’. Select this line and end the process. Then relaunch the software.

When this happens, the analysis was set to use ‘Relative Threshold’ but the CRT values do not show up in the exported data. (Note: To use ‘Relative Threshold’, go to “Analysis Settings”, and under the default Ct Settings tab, choose ‘Relative Threshold’ under “Algorithm Settings”.)

To export the data, go to ‘Export’ and make sure the ‘Results’ section is checked. You will notice that the column header will still say ‘Ct’ even if you have CRT in the well table like above. If you export the data but notice that the numbers still correspond to the ‘Ct’ values (and not the CRT values), then you will need to use the ‘Load Export Set’ button. Just click ‘OK’ to the pop-up window. and the changes will be applied. The next time you export, the values should reflect the CRT values.

Please follow the instructions found in this User Bulletin: How to Activate or Renew a License. (Please note that these instructions still apply, even though the example is using the ViiA™ 7 instrument.) If you have a license key associated with the computer that is no longer in use, please contact our Instrument Services group at instrumentservices@lifetech.com with the serial number and license key so that they can reassign it for you.

The calibration files are stored on the QuantStudio 12K Flex instrument itself; therefore, when you need to perform a new calibration, you will have to delete the old calibration files. From the instrument console, go to the QuantStudio 12K Flex instrument touchscreen and select ‘Collect Results'. You should then see a list of files stored on the instrument. Manually select a calibration file such as “Fast-96-cal”, and press the ‘Delete' button to remove the old calibration file. Occasionally, users cannot delete the file off the instrument and may encounter this error: “Some experiments did not collect results therefore cannot be deleted.”. In these situations, launch the software, go to ‘maintenance', manage files, and download the calibration file. The status of the experiment should be displayed as ‘complete'. Next, delete the old calibration file and rerun the calibration.