Waters Xevo TQ MS, Operator And Maintenance Manual, Page: 53 / 184

Troubleshooting with Connections Insight 4-5
Troubleshooting with Connections Insight
Connections Insight
®
is an intelligent device management (IDM) Web service
that enables Waters to provide proactive service and support for the
ACQUITY UPLC
®
system. To use Connections Insight, a Waters technician
must install its service agent software on your MassLynx workstation. In a
client/server system, the service agent must also be installed on the computer
from which you control the system. The service agent software automatically
and securely captures and sends information about the support needs of your
system directly to Waters.
If you encounter a performance issue as you are using the Instrument
Console, you can also manually submit a Connections Insight request to
Waters customer support.
As an option, Remote Desktop is a real-time collaboration tool, a service that
controls two-way connection with the ACQUITY UPLC system by enabling
the Connections INSIGHT iAssist service level.
Consult these sources for more information about Connections Insight and
Connections INSIGHT iAssist:
• http://www.waters.com.
• Your sales representative.
• Your local Waters subsidiary.
• Waters Customer Support, see page iv.
To submit a Connections Insight request
1. Select Troubleshoot > Submit Connections Insight request.
2. In the Connections Insight Request dialog box, type your name,
telephone number, e-mail address, and a description of the problem.
3. Click Submit. Allow approximately 5 minutes to save the service profile.
Result:
A .zip file containing your Connections Insight profile is
forwarded to Waters customer support for review. Saving a service
profile or plot file from the Instrument Console can require up to
150 MB of file space.