Qiagen Q-Base, User Manual, Page: 31 / 40

Q-Base User Manual 03/2019 31
6 Troubleshooting
6.1 General information
This section provides information about what to do if an error occurs when using Q-Base.
6.2 Contacting QIAGEN Technical Services
Whenever encountering a Q-Base error, be sure to have the following information at hand:

Detailed description of the error situation

Q-Base log files (refer to section 4.5.1)
This information will help you and your QIAGEN Technical Service Specialist to deal most efficiently
with the issue.
Note : Information about the latest software versions can be found at:
www.qiagen.com/MyQIAcubeConnect .
6.3 FAQs
6.3.1.1 Why can’t I find the Q-Base device in the device list during the first installation?
The tablet and Q-Base try to connect via Bluetooth. When you switch on Q-Base, the Bluetooth
module is automatically switched on for 10 minutes. Make sure that Bluetooth is enabled on the
tablet and that the installation procedure is started from the QIAcube Connect App within
10 minutes by pressing the
Configuration icon. If Q-Base still cannot be found, refresh the Bluetooth
search by pressing the Configuration icon again.
Make sure that the Wi-Fi/Bluetooth dongle has been inserted as described in Section 4.3.
6.3.1.2 Which network settings are supported by the QIAcube Connect and Q-Base?
You can use either LAN (Local Area Network) or WLAN (Wireless Local Area Network), which is
Wi-Fi Protected Access 2 (WPA2) protected and has a visible SSID. For data exchange, make sure
that QIAcube Connect and the Q-Base tablet are connected to same network.
6.3.1.3 Why can’t I see my QIAcube Connect instrument in the QIAcube Connect App?
For data exchange, make sure that the QIAcube Connect, the Q-Base and the tablet are connected
to the same network. Make sure that the Q-Base IP address has been entered in the configuration
dialog of the QIAcube Connect and that communication has been enabled. For details refer to
Section 4.3.