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What This Guide Helps With
Troubleshoot sample, rack, carrier, barcode, positioning, loading, and automation-detection problems without entering internal mechanical assemblies.
Step-by-Step Troubleshooting
1. Protect Specimen Integrity and Testing Continuity
Determine whether patient specimens are waiting in the affected loading path or currently being processed. Coordinate with laboratory staff before removing racks, carriers, or specimens.
Use an alternate validated analyzer or workflow for urgent testing if the Infinity cannot reliably identify or transport specimens.
Expected outcome: Specimens remain correctly identified and testing continuity is maintained before equipment troubleshooting begins.
2. Confirm What Is Not Being Detected
Determine whether the problem affects one specimen, one rack or carrier, one loading position, or all submitted material. Record any displayed message and determine exactly where detection fails.
Expected outcome: The scope of the detection problem is known. If only one sample or carrier is affected, focus troubleshooting on that item before suspecting the entire system.
3. Inspect the Sample Identification
With laboratory staff, verify the specimen is correctly identified and that the label is present, readable, properly attached, and not folded, damaged, obscured, or positioned where it interferes with scanning or handling.
Do not relabel patient material without following laboratory specimen-identification procedures.
Expected outcome: The sample identification is readable and suitable for the validated workflow.
4. Inspect the Rack or Carrier
Inspect the affected rack or carrier for contamination, warping, cracks, damaged identification features, obstructions, or incorrect loading. Compare it with a known-good rack or carrier when available.
Expected outcome: The rack or carrier is physically intact and correctly loaded. If replacing a damaged carrier resolves detection, troubleshooting can stop after verification.
5. Verify Correct Positioning and Loading
Confirm that the sample, rack, or carrier is seated in the correct orientation and position and is not blocked by another item.
Remove obvious external debris only using approved cleaning practices.
Expected outcome: The item is positioned correctly and the loading path is externally clear.
6. Test a Known-Good Sample Carrier
When permitted by laboratory procedure, test detection using a known-good rack or carrier of the correct type. Do not substitute unapproved accessories.
Expected outcome: If the known-good carrier is detected normally, the original rack or carrier is the likely external cause and can be removed from use.
7. Inspect Accessible Barcode or Detection Areas
Visually inspect accessible scanner windows, sensor-facing surfaces, and loading areas for dust, residue, labels, or other obstruction. Clean only externally accessible surfaces using approved methods.
Do not disassemble scanners or sensors.
Expected outcome: Detection surfaces and accessible loading areas are clean and unobstructed.
8. Determine Whether the Failure Follows a Position
If laboratory workflow allows, compare detection in another approved loading position or with another known-good carrier. Determine whether the problem follows the specimen/carrier or remains associated with one physical location.
Expected outcome: The test helps separate an accessory problem from a system-position or automation problem without internal repair.
9. Verify System Status and Configuration
Confirm the GeneXpert Infinity is fully initialized and not reporting a broader automation, communication, or workflow problem. Check that laboratory workflow selections and configuration have not recently been changed.
Do not make unauthorized configuration changes.
Expected outcome: The analyzer is otherwise ready and the correct validated workflow is active.
10. Perform Final Functional Verification
After correcting an external issue, confirm repeated successful detection using an appropriate known-good carrier or laboratory-approved verification process.
Expected outcome: The system consistently detects the loaded item. If detection is reliable, troubleshooting can stop.
11. Escalate Persistent Detection Problems
If correct positioning, labeling, carrier condition, cleanliness, system status, and known-good comparison do not resolve the problem, remove the affected system or loading path from clinical use as appropriate.
Expected outcome: An unreliable sample-handling pathway is not used for patient testing while the fault remains unresolved.
If the Problem Persists
Common external sample, rack, carrier, barcode, positioning, and contamination causes have been ruled out. The remaining issue may involve a scanner, sensor, automation mechanism, communication path, configuration, or another internal service-level condition.
The affected GeneXpert Infinity system should be:
- Removed from service when reliable specimen handling cannot be assured
- Labeled Out of Service
- Sent for repair or qualified service evaluation
- Evaluated using current manufacturer documentation and approved test equipment
- Repaired or configured only by qualified personnel
Following corrective service, verify reliable sample detection and complete applicable laboratory quality requirements before return to clinical use.
Knowing when to stop external troubleshooting is proper troubleshooting.
Clinical Use Tip
Never allow manually bypassed identification or uncertain specimen positioning to create a risk of patient-to-result mismatch.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Laboratory staff reported that one sample rack was repeatedly not detected by the GeneXpert Infinity."
Cause
What was observed during troubleshooting.
Example:
"Clinical Engineering found the affected rack physically damaged while known-good racks were detected normally."
Resolution
What action was taken.
Example:
"Clinical Engineering removed the damaged rack from use, verified repeated detection with a known-good rack, and returned the system for laboratory verification."
Helpful Details to Include (If Known)
- Sample or rack involved
- Exact displayed message
- Whether one or all carriers are affected
- Barcode and label condition
- Carrier condition and orientation
- Loading position tested
- Known-good carrier result
- Accessible scanner cleanliness
- Recent workflow or configuration changes
- Final detection result
- Final equipment status
Final Thought
Protect specimen identity first, then separate sample, carrier, positioning, and system causes logically. Verify repeatable detection before returning the analyzer to service and document the confirmed cause clearly.
That is successful troubleshooting.