MICROSCOPY 85
people present to facilitate the connection and can delay access to the unit for repair or full diagnosis.
n Access to the network is given through a technology such as Citrix that allows the engineer to log in and gain access to the critical log files on the system. Tis method allows for a faster diagnosis and possible cure of the issue. Any access to the system by this mode is tracked and can be audited if required. Tis access type also allows the service department to perform regular health checks on a system to check for any signs of a developing issue that could be caught prior to the event occurring.
In a typical service situation, following the remote access, if the system issue cannot be resolved immediately and a part needs replacing, the service engineer will be dispatched with the correct parts required for the repair.
Fig. 2. The Growth Direct system from Rapid Micro Biosystems is an automated solution that offers greater flexibility to labs
of the issue. Often, relevant information can be gleaned from laboratory staff on site, who can describe the state of the mechanisms or error messages on the screen.
Tis method is useful for simple resolutions that can be performed by the on-site staff. For more complicated issues, however, the local information can be deceptive.
A more reliable approach involves the use of remote access that will allow the service engineer to interrogate the system error logs without having to travel to the site.
With the complete data at his fingertips it is often possible for the engineer to correct an error from afar either with or without a
local assistant near the unit.
Alternative access methods
Although a method of choice, remote access is often viewed with suspicion by the pharma companies’ IT departments. Alternative methods that have been utilised by Rapid Micro Biosystems to remotely diagnose issues include the following:
n Trough the use of third-party software, e.g. TeamViewer, the pharma company initiates a session at the instrument. Te service engineers will connect to the session and control of the system is passed from the company to the engineers. Although this gives the pharma company more control over the remote session, it has the drawback that it needs the right
In general the engineer will take a pre-tested module with him to the client site so that the repair can be quickly made without having to gain access to the individual components. Te replacement is followed by a test run to ensure all aspects of the system are functioning correctly.
As labs become more automated, the microbiology staff are freed to perform other activities, or to operate at lower resource levels.
Having an automated technology provides tangible benefits. It is important, as part of the due diligence process, to clearly understand the automation providers capabilities to support their technology in the future.
For more information ✔ at
www.scientistlive.com/eurolab
David Jones is director of Technical Services, Rapid Micro Biosystems.
www.rapidmicrobio.com
www.scientistlive.com
“If staff do not frequent the area or have no coverage on weekends this can lead to long periods of downtime before the supplier is contacted.”
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