Protect Your iQue® Instrument
The iQue® High-Throughput Screening (HTS) Cytometry Platform is a data-generating powerhouse for labs needing the lowest cost per sample in high-throughput cell analysis workflows. Our expert support ensures your iQue® instruments deliver consistently reliable data, saving you time and guaranteeing compliance. Take advantage of our instrument services and enjoy the following benefits:
- Optimal performance
- Reduced downtime
- Access to expertise
- Predictable costs
- Long-term savings
Tailored Service Plans
Keep your instrument working optimally for years to come
Sartorius’ Technical Support Team and Field Service Engineers are always available to provide technical guidance for your iQue® instrument. Our service plans streamline this process and offer you the added peace of mind that your investment is in good hands. Select the plan that best aligns with your laboratory’s needs.
Preventive Plan
No More Worries
Enjoy uninterrupted performance with preventive care, application support, software upgrades, and comprehensive expense coverage in case of downtime.
Lightning Plan
Faster Response Time
Get fast response times and expedited on-site service for your mission-critical instruments so you can return to generating data as quickly as possible.
Compliance Plan
Always Audit-Ready
Our all-in-one package for regulated environments ensures instrument performance, timely service, and full compliance so you are always ready for the next audit.
Service Plans at a Glance
Preventive | Lightning | Compliance | |
Up to 3-Year Fixed Pricing |
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Application Support |
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Remote Support |
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Remote Diagnostics |
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Repair |
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Labor Costs |
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Travel Expenses* |
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Service Visits | Unlimited | Unlimited | Unlimited |
Wear and Spare Parts |
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Software Maintenance** |
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Preventive Maintenance | 1x/year | 1x/year | |
Priority Service |
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Assigned Service Contact | Region-specific | Region-specific | |
PM | OQ | 1x/year | ||
Compliance Certification |
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*Travel expenses may be charged separately, subject to prior agreement and depending on the country/ region.
**All service plans cover software updates and revisions, while Octet®, Incucyte®, and iQue® systems also benefit from complimentary upgrades to the latest software versions.
Note: Service plans do not cover the costs of packing, packaging, and shipment of instruments. Sartorius is offering full coverage service plans, up to the instrument age of 9 years. Beyond this age service coverage is available based on Time and Material Services. Please contact your local Sartorius partner for availability in your area. Restrictions may apply.
Ordering Information
| Preventive | Lightning | Compliance | |
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| iQue3® BR | 84MJDBR | 84MKDBR | 84MLDBR |
| iQue3® BR (HD) | 84MJDHD | 84MKDHD | 84MLDHD |
| iQue3® VBR | 84MJDVB | 84MKDVB | 84MLDVB |
| iQue3® VYB | 84MJDYB | 84MKDYB | 84MLDYB |
| iQue5® VYBR | 84MJD5Y | 84MKD5Y | 84MLD5Y |
Our Range of Service Solutions
Expert Installation
Set up your new instrument for the best start
Proper setup and configuration are essential for the reliability and performance of your analytical equipment from day one. Our expert technicians provide thorough installation, ensuring your iQue® instruments operate as intended.
- Correct installation
- Reproducible results
- Leak-proof tubing
Equipment Qualification (IQ | OQ)
Comply with GxP Requirements
Our Installation Qualification and Operational Qualification (IQ | OQ) services validate your equipment for peak performance and accuracy. Conducted on-site by our factory-trained Field Service Engineers, these services include a comprehensive validation process.
- Audit security
- Full GxP compliance
- Manufacturer-trained expertise
Preventive Maintenance
Maintain data quality with regular maintenance
Regular professional maintenance is essential for the longevity and reliability of your iQue® instruments. Our expert Field Service Engineers have the knowledge and tools to perform thorough inspections and calibrations, allowing you to focus on your research.
- Trouble-free operation
- Replacement of wear parts
- Functional tests and calibration
Repairs and Spare Parts
Access repair services quickly and avoid downtime
We understand the importance of maintaining the integrity of your iQue® instruments. That’s why we provide only genuine spare parts for the best quality and compatibility. Our Lightning and Compliance Plans offer priority access to both remote and on-site service, minimizing your downtime and keeping your research on track.
- Original spare parts for the best quality
- In depth system expertise
Relocation Services
Protect your instrument during a move
Our experienced team is well-versed in handling and packing iQue® instruments. We use specialized packaging materials and techniques to protect your equipment during transport, so it arrives in optimal working order.
- Worry-free instrument transfer
- Highest standard relocation care
- State-of-the-art packing
Instrument Reinstatement
Maximize the potential of your pre-owned instrument
Acquiring pre-owned laboratory equipment can be both cost-effective and eco-friendly. Our expert team thoroughly evaluates and revitalizes your pre-owned iQue® system, providing dependable performance in your lab.
- Cost-effective and eco-friendly
- Maximized potential
- Quality assurance
Frequently Asked Questions
Confirm ethernet cable is connecting the iQue® to the correct computer or network port.
Check disk space and remove old files as necessary to free up room for future backups.
Ensure iQue® is Powered on, reset Controller in Forecyt® software.
If error handling does not resolve issue, proceed by performing a power cycle of the iQue®. This includes turning off the main system power and rebooting the entire system.
Power cycle the instrument by first powering down the detector in Forecyt®, then shut down the instrument using the switch located on the back right near the power cord. This will put the instrument into an extended startup clean. It can sometimes take 2-3 power cycles for air/debris to expel into the waste. Once the error is cleared, please run a Detector Debubble.
Remove cartridge and confirm fluid level. Replace if necessary and reset devices in the controller window.
Perform a deck height calibration anytime the probe and tubing are removed or replaced. Confirm there is enough slack on the tubing from the sampler to the peristaltic pump for sampler to move freely.
Check date of last probe and tubing change, troubleshoot clog, replace consumables as needed and run Long Clean/Probe and Tubing Clean.
Confirm population is properly gated to yield accurate metric results. Prepare a new vial of validation beads using 2 drops of validation beads and 300µL of Qsol buffer.
Prepare a new bead prep according to specifications. Confirm probe and tubing is seated correctly over the peristaltic pump and is not pinched by the peristaltic pump clip.
Higher background noise can be caused when an instrument encounters debris. Perform a cytometer quick clean and debubble to resolve. Change out all fluids on the fluidic station. Empty, decontaminate and refill the sheath bottle on the bottle station.
Using the QMax manual consult the routine maintenance section and perform the tubing flush, followed by sheath filter replacement. Inspect the carboy fluid levels and confirm the float is operating properly. An incorrectly reporting float can result in a misread fluid level and a failure to replenish or alert. (from below)
Ensure iQue® is Powered on, restart Forecyt® software. Confirm ethernet cable is connecting the iQue® to the correct computer or network port.
Confirm bottle station DVI cable is seated properly to iQue DVI connector and rest devices. Note: If issue persists contact support to aide in bypassing the DVI internal cable.
Interpreting Failing QC:
Bead Count Metric is used to determine the number of events counted during a QC test.
Common Causes for Bead Count Failure:
Bead Preparation and Storage
- We recommend using a bead prep no older than 5 days and should be stored at 2-8 degrees C.
- Beads should be prepared by adding 2 drops of beads to 300 uL of Buffer Solution (containing 1% PBS and 0.1% BSA) in a 1.5 mL micrfocentrifuge tube and mixed in a vortex mixer immediately prior to sampling.
Old probe and tubing
- The probe and tubing can become degraded or clogged over time. As a consequence, we recommend changing tubing after 20 hours of use.
Fluidics Maintenance
- Fluidics Maintenance is a procedure in which the in-line sheath filter, Fluidlink and bottle filters are changed out. We recommend this maintenance be performed after 176 hours of runtime or every 2 months.
Recommended Troubleshooting:
- Replace the probe and tubing followed by a probe and tubing clean.
- Perform Fluidics Maintenance if it has been close to or over 176 hours of runtime since it was previously performed.
- Run the following cleaning procedures:
– Detector Unclog
– Detector Debubble
– Detector Quick Clean
- Make a new bead prep by adding 2 drops of beads to 300 μL of Buffer Solution (containing 1% PBS and 0.1% BSA) in a 1.5 mL microcenterfuge tube and mixed using a vortex mixer just prior to sampling and QC run.
The Bead Percent Metric is used to judge the overall cleanliness of the instrument. If greater than 25% of the events registered during the QC test fall outside the main gated bead population, this is an indication of a dirty instrument.
Example of Failed Bead Percent Metric:
Common Causes for Bead Percent Metric Failure:
- Degraded or contaminated probe and tubing
- Contamination of fluids on fluidics station and sheath bottle
- Degraded bottle filters and/or in-line sheath filter
Recommended Troubleshooting:
- Replace the probe and tubing followed by a probe and tubing clean
- Replace all fluids or cartridges on the fluidics station
- Empty, decontaminate and re-fill sheath bottle on the bottle station
- Perform Fluidics Maintenance if it has been close to or over 176 hours of runtime since it was previously performed
- Run the following cleaning procedures:
– Detector Unclog
– Detector Debubble
– Detector Quick Clean
- Make a new bead prep by adding 2 drops of beads to 300 μL of Buffer Solution (containing 1% PBS and 0.1% BSA) in a 1.5 mL microcentrifuge tube and mixed using a vortex mixer immediately prior to sampling and the QC run.
The CV metric evaluates the collimation of the laser at the flow cell.
Example of Failed CV Metric:
Common Causes for CV Metric Failures:
- Instrument needs routine maintenance
- Leaking at the probe and tubing-Fluidlink connection or Fluidlink-detector connection.
- Instrument vibration causing laser beampath to widen
Recommended Troubleshooting:
- Replace the probe and tubing followed by a probe and tubing clean.
- Perform Fluidics Maintenance if it has been close to or over 176 hours of runtime since it was previously performed.
- Run the following cleaning procedures:
-Detector Unclog
-Detector Debubble
-Detector Long Clean
Run a 4-minute Prime and check for leaks at the probe and tubing-fluidlink connection or fluidlink-detector connection.
- If leaks are found at the probe and tubing-fluidlink connection, please reach out to Support@Sartorius.com
- If leaks are found at the fluidlink-detector connection, please ensure the fluidlink is threaded correctly and securely tightened.
- Make a new bead prep by adding 2 drops of beads to 300 μL of Buffer Solution (containing 1% PBS and 0.1% BSA) in a 1.5 mL microcentrifuge tube and mixed using a vortex mixer just prior to sampling and QC run.
The Top Peak Mean (TPM) metric evaluates the voltages set by the photomultiplier tubes (PMT) modules in the instrument.
Common Causes for TPM Failures
- Instrument needs routine maintenance
- Leaking at the probe and tubing-Fluidlink connection or Fluidlink-detector connection.
- Instrument vibration caused laser profiles to widen.
Recommended Troubleshooting:
- Replace the probe and tubing followed by a probe and tubing clean
- Perform Fluidics Maintenance if it has been close to or over 176 hours of runtime since it was previously performed
- Run the following cleaning procedures:
– Detector Unclog
– Detector Debubble
– Detector Long Clean
Run a 4-minute Prime and check for leaks at the probe and tubing-Fluidlink connection or Fluidlink-detector connection.
- If leaks are found at the probe and tubing-Fluidlink connection, please reach out to Support@Sartorius.com
- If leaks are found at the Fluidlink-detector connection, please ensure the Fluidlink is threaded correctly and securely tightened.
- Make a new bead prep by adding 2 drops of beads to 300 μL of Buffer Solution (containing 1% PBS and 0.1% BSA) in a 1.5 mL microcentrifuge tube and mixed using a vortex mixer immediately prior to sampling and QC run.
Instrument clogging can cause a QC test to fail multiple metrics.
Common Causes for Clogging:
Clogging can be the byproduct of multiple factors such as poor instrument cleanliness, old or clogged consumables, degraded filters, sample type, sample preparation, or experimental design
Example of Failing QC Due to Clog:
- The bead population will present itself in a smear pattern going from bottom left to top right.
Troubleshooting a Clog:
- Change out the probe and tubing and run a probe and tubing clean cycle.
- Perform Fluidics Maintenance if it has been close to or over 176 hours of runtime since it was previously performed.
- Run a Detector Unclog cleaning procedure.
- Make a new bead prep by adding 2 drops of beads to 300 μL of Buffer Solution (containing 1% PBS and 0.1% BSA) in a 1.5 mL microcentrifuge tube and using a vortex mixer just prior to sampling and QC run.
Air can be introduced into the system and cause a QC test to fail multiple metrics.
Common Causes for Air in the System
Air can be introduced into the system through loose connections on the bottle station or in-line sheath filter.
Example of Failing QC Due to Air:
Troubleshooting Air in the System:
- Check that all connections on the bottle station are secure.
- Confirm all tubing lines are going to the corresponding bottles on the bottle station.
- Check connections on in-line sheath filter are secure.
- Perform a Detector Debubble cleaning procedure.
- Make a new bead prep by adding 2 drops of beads to 300 μL of Buffer Solution (containing 1% PBS and 0.1% BSA) in a 1.5 mL microcentrifuge tube and mixed using a vortex mixer just prior to sampling and QC run.
Contact our Technical Service Support by phone
+1 650 322 1360, option 2
+1 888 628 3875, option 2
