What are the instructions for sending curve data from an AT1000 to Tech Support?

Document ID

Document ID TE6847

Published Date

Published Date 03/14/2019
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Question
What are the instructions for sending curve data from an AT1000 to Tech Support?
Summary
Instructions for sending curve data from an AT1000 to tech support.
Answer
To get help with issues with an AT1000, please utilize the ask a question feature on the Support Homepage if the answer is not available using the search function on this same page. To aid in troubleshooting,Tech Support will sometimes request that the customer send them curve data from their instrument. Below are the instructions for doing this.
  1. The last three titration files can be transferred to a USB drive that is plugged into the side of the titrator (any USB drive should work, including the one that came with the application files in the application kit).  Plug the USB drive into the side of the instrument, then run 2 or 3 more samples. Data from the titrations will be automatically sent to the USB drive. (Note, these do not need to be run all at once; one test could be performed today, one tomorrow, etc.). To make sure the last test run is included on the USB drive, you will need to either completely finish the test and return to the home screen or you will need to start a new test.
  2. Once the titrations have been completed, export the results data log to the USB drive. Before unplugging the USB drive from the titrator, go to the "Data Log" screen, and select the "Export data log" option. Make sure the "result type" is set to "Sample Analysis" (all other options can be left to "all"); then press the "preview" button. This should bring up a table of titration results. Press the "export" button to send this data to the USB drive. 
  3. Once the files have been downloaded to the USB drive, you can take the USB drive to a computer. The drive includes a "HACH" folder on the USB drive. Inside the "HACH" there are a couple of other folders. Right click on the “SERVICE” folder and then “Send to” >> “Compressed (zipped) folder”, which will create a single zipped file that can be attached to the email reply to Tech Support. Also inside the "EXPORT" folder there will be a file that has this format "year_month_day_xxxx_Results.csv", also attach this file to the email.

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