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Dear Ekaterina,

I'm disappointed to hear that you feel our support has not been as you would have liked. As far as I can see from the history of this case (I reference the Ticket ID here in the subject line), myself and the other microscopy support engineers for your region have done everything we can, given that the system has been out of warranty for some years. 

There are always two sides to every story however, so please let me know (either on or off-list) what we should have done to be more helpful. 

Best wishes,

James

James Wainwright
Product Support Engineer (Microscopy Systems)
Europe, Middle East & Africa

Tel:   +44 (0) 2890 270 873 
Mob: +44 (0) 7834 710 834
Fax: +44 (0) 2890 310 792 
Web:  www.andor.com/ContactSupport.aspx?type=s



-----Original Message-----
From: Confocal Microscopy List [mailto:[log in to unmask]] On Behalf Of Ekaterina PAPUSHEVA
Sent: 21 April 2015 12:47
To: [log in to unmask]
Subject: CSU-X1 stops spinning spontaneously

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Dear all,

We have a 4-year old  Yokogawa CSU-X1 spinning disc (integrated by Andor) which stops moving without a clear reason, several times a week. It is back to normal after we restart CSU. It seems independent from the software and the computer (WinXP)  is set to never turn off the usb ports.
Andor is not very helpful about it, so I wonder, whether anyone experienced similar problems, and how did you solve them, if at all?

All best,
Ekaterina

___

Ekaterina Papusheva

Manager of Bioimaging Facility

Institute of Science and Technology Austria

Phone  +43-(0)2243 9000-1043;
Mobile +43-(0)664 88509130
Fax    +43-(0)2243 9000-2000

Am Campus 1

A-3400 Klosterneuburg

Visit our website: www.ist.ac.at<http://www.ist.ac.at>


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