Contact support

Create a support case in Access, with a device data bundle.

The fastest way to get help is a support case from Access. It can include a device data bundle, so we see what your BactoBox® saw.

Before you contact us

• Note the error code or message.

• Run a QC test if you can, and note if it passes. This tells us whether to look at your BactoBox® or at the sample.

Create a support case

Curious about what a device data bundle reveals? See what data is shared with SBT.

1

Connect to Access

Follow Connect to Access.

2

Open the Support page

Click Support in the side bar of Access.

3

Fill in the form

Describe what happened. Include the error code, and whether the QC test passes. Check the option Include device data bundle with the support case, then submit.

4

Verify the support case

After a couple of minutes, you get an e-mail from Nucleo, SBT's cloud service. Click the link in it to verify the support case.

5

That is it!

We reply once we have processed your support case.

Add data to an existing support case

Follow the same steps. On the Support page, select Add data to existing support case. The support case number has 8 digits, including leading zeros.

Cannot reach Access? E-mail us

Write to [e-mail]. Include:

• your BactoBox® ID, for example bb2241039. Find it under System info, Network in the menu.

• the error code or message, and a photo of the screen

• what you did when it happened, and what you tried

• whether the QC test passes

If you see damage, tell us and send photos. For example, liquid in the flow cell compartment, corrosion, a loose inlet or outlet, or parts that rattle.

Asked for a device data bundle?

See Download device data bundle.