The SCIEX clinical diagnostic portfolio is For In Vitro Diagnostic Use. Rx Only. Product(s) not available in all countries. For information on availability, please contact your local sales representative or refer to https://sciex.com/diagnostics. All other products are For Research Use Only. Not for use in Diagnostic Procedures.
Trademarks and/or registered trademarks mentioned herein, including associated logos, are the property of AB Sciex Pte. Ltd. or their respective owners in the United States and/or certain other countries.
© 2020 DH Tech. Dev. Pte. Ltd.
At SCIEX, we are working diligently to best prepare for the effects of COVID-19. The health and well-being of our associates, customers and community remain our top priority.
At SCIEX, the health and well-being of our associates, customers and community remain our top priority.
We are closely following direction from various international health organizations and government agencies. SCIEX has a pandemic business continuity plan (“BCP”) in place and our network of external experts, suppliers and partner organizations are providing us with vital, real-time information to help us keep you informed.
While there is still uncertainty, we are doing everything possible to minimize the impact to you and your lab.
In addition to continuing onsite activities where permitted, we are enhancing our remote customer support options to provide you with more tools, expertise and troubleshooting when you need it.
Free Software Licenses for Home Use
Remote technical support
Remote monitoring service
Virtual service visits
SCIEX has implemented measures recommended by international health organizations and government agencies to help keep you and our associates safe.
As always, it’s our goal to meet customer needs and to deliver without disruption. We will continue to monitor the COVID-19 situation closely and we appreciate your patience and collaboration.
All the best and stay safe,
Your SCIEX Team
Instrument shutdown procedures
If you need to leave the lab for an extended period, we recommend you put your system in standby mode. If you must shut it down, it is vital that you follow the step-by-step procedures outlined in the product users guide, otherwise you may encounter problems upon restart.
You can locate the user guide for your instrument on this directory page. When you visit the page, use the “Filter Your Search” section on the left to select your desired language and your specific product model. This will display the appropriate user guide for your system. All user guides contain a detailed shut down and venting procedure.
Videos of the shutdown procedure are also included in several SCIEX University™ courses. Click your instrument type to access your course:
For TripleTOF Systems it is recommended to leave the gas supply on while the instrument is off.
For your LC, please refer to your user guide for the correct shutdown procedure.
If you feel uncomfortable conducting any of these procedures, please contact SCIEX Now™ support
What to consider if you are preparing your instrument to function remotely
We will continue to do everything we can to provide you with help and support throughout this challenging time.
In our continuing effort to support you and your lab during the COVID-19 situation, we will provide 3 months of StatusScope® Remote Monitoring Service and telephone/online support at no cost.
What does StatusScope do?
StatusScope is a real-time instrument monitoring service designed to give you end-to-end visibility on the critical parameters of your instruments, anytime from anywhere. It proactively notifies both you and SCIEX support staff of potential instrument problems—allowing prompt support to minimize downtime. It also enables you to view your sample queues, most recent chromatogram and asset utilization remotely. The StatusScope Remote Monitoring Service client initiates all communication—which is secure and unidirectional—from inside your firewall.
Do I get access to technical support if I run into issues with my instrument?
Yes. During the 3-month program you will have full access to telephone/online support through SCIEX Now™. Our technical specialists are available to answer questions about hardware, software and applications.
What does it take to install StatusScope?
To take advantage of this 3-month service at no charge, please contact SCIEX Now, or register online at the Request Support page:
Our support team will reach out to you regarding the agent installation and answer any questions you may have.
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If you want to change the License Key to another instrument, please submit a new case.
Software has already been registered to the instrument selected.
Please check your instrument's software by going to the Instruments page and selecting the instrument in your "My Instruments" section. Here you will see a Software tab where you can view your instrument's software information.
You can also go to the Registered Software page to view software associated with your instrument(s).
If you are not finding what you are looking for, please submit a new case.