Clarity discussion forum

Hello,

One of our users for our HPLC is getting the following message when they try to load one of our method files:

Clarity – Error 10003

Alis (SN ******): FAILED to send method to device (Sampler)

Everything was working for a number of months and the same method works fine on when we tested in-house. They are able to open the method file in the sequence, but get the error message after each run as it tries to send the method. We've tried restarting everything and re-installing Clarity, but the error message persists.

Any ideas what might be causing this issue?

Hello,

just from your description we're not able to locate the reason of the problem. Please send us the Clarity diagnostic files (as listed below) for analysis.

Clarity version 6.2 and older:

C:\Clarity\clarity.cfg
C:\Clarity\clarity.dsk
C:\Clarity\systeminfo.txt
C:\Clarity\others.ini
C:\Clarity\badtrace.txt
all *.dmp files (may not be present, they are created during some problems only)
C:\Clarity\log\*.audit for the days the problem appeared (file format is YYYY_MM_DD.audit => ‘2017_08_29.audit’ is audit trail file for 29th August 2017)

chromatogram (*.prm)
method (*.met) and
sequence (*.seq)
files related to the problem

** In case you have Clarity Lite simply search for the files in the following path C:\Clarity Lite\ **


Clarity version 7.0 and newer:

C:\Clarity\CFG\clarity.cfg
C:\Clarity\CFG\clarity.dsk
C:\Clarity\CFG\systeminfo.txt
C:\Clarity\CFG\others.ini
C:\Clarity\CFG\Debug_Logs\badtrace.txt
C:\Clarity\CFG\Debug_Logs\install.log
C:\Clarity\CFG\Debug_Logs\install.move.log
all *.dmp files from C:\Clarity\CFG\Debug_Logs (may not be present, they are created during some problems only)
C:\Clarity\CFG\Audit_Trails\*.audit for the days the problem appeared (file format is YYYY_MM_DD.audit => ‘2017_08_29.audit’ is audit trail file for 29th August 2017)

chromatogram (*.prm)
method (*.met) and
sequence (*.seq)
files related to the problem

Located in the C:\Clarity\DataFiles
** In case you have Clarity Lite simply search for the files in the following path C:\Clarity Lite\ **

For faster communication you can send the files to support@dataapex.com
Best Regards,