Issue: Customers may encounter difficulty opening their GeneCount Voyager device, typically due to the PCR Server not being connected.
How to open the lid?
The open lid button is not present.
- Check PCR Server Connection: Ensure that the PCR Server, which acts as a driver connecting the GeneCount Voyager Software to the GeneCount Voyager device, is properly connected.
- Connect GeneCount Voyager Software to Device:
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- Open the GeneCount Voyager Software.
- The software will automatically attempt to connect to the GeneCount Voyager Device. If not, customers will be prompted to connect to the PCR server.
- Select "CONNECT" to establish the connection between the software and the device.
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Note: The GeneCount Voyager Device relies on the PCR server for its operation and lid opening functionality.
Troubleshooting
If you ever run into an issue you can restart the PCR server.
- Navigate to the Windows interface.
- Press the up arrow to view running applications.
- Right-click on "PCR Server" and select "Restart" to resolve any connectivity issues.
Following these steps should resolve the issue of being unable to open the GeneCount Voyager device. If the problem persists, please contact customer support for further assistance.