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Cartridge Leak Case Submission Guide
Follow the steps below for your case submission.

Step 1: Arrange Cartridges

  • Place all affected cartridges in a row to represent the reagent lot. 

Step 2: Capture Cartridge Details

  • Front View: Take a clear image of the front of the cartridges, ensuring the S/N is readable. 
  • Top Seal: Capture a close-up image of the top seal. 
  • Back View: Take an image of the back of the cartridges. 
  • Crystallization: Photograph any crystallization on the cartridges not covered in the previous images. 
  • Kit Box: If the kit box appears wet or has crystallization, take images of it as well. 

Step 3: Inspect and Photograph Inside the Cartridge

  • If comfortable, open the lid of the cartridges while wearing protective disposable gloves and take a picture of the top with the lid open. 
  • Safety First: Always wear protective disposable gloves, laboratory coats, and eye protection when handling leaked cartridges. 

Shipping and storage check:

For steps 4-7, indicate the answers in the Request Description of your case 

Step 4: Verify Shipping Box Orientation

Upon Receipt
Were any visible leaks or crystallization observed on the white kit box during check-in? (Yes/No) 

Kit Box Orientation
Was the kit box upright when received, with the lid opening upwards? (Yes/No) 

  • Correct: Lid facing upwards. 
  • Incorrect: Lid facing sideways or downwards. 

Step 5: Storage Orientation

Stored Orientation


Was the brown shipping/cargo box stored with the arrows pointing upwards? (Yes/No) 

Step 6: Verify Shipping Box Orientation

Upon Receipt


Were any visible leaks or crystallization observed on the white kit box during check-in? (Yes/No) 

Kit Box Orientation


Was the kit box upright when received, with the lid opening upwards? (Yes/No) 

  • Correct: Lid facing upwards. 
  • Incorrect: Lid facing sideways or downwards. 

Step 7: Storage Orientation of Kit Box

Was the brown shipping/cargo box stored with the arrows pointing upwards? (Yes/No) 

   

Create your case

Click on the button below to directly open a support case. Upload your images to the case and add answers from steps 4-7 in the Request Description field..  

Open a Technical Support case

 

 

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