Support

FAQs

Contact us!

support@macroarraydx.com

Monday to Friday - 8 a.m. to 6 p.m. CET

FAQs ALEX²

Reasons for discrepant results between ALEX² and other in-vitro test systems and/or skin prick test (SPT)
  • As ALEX² is the only IgE testing system which blocks CCD specific antibodies, results from other in-vitro test systems could display falsely elevated results
  • Were the tests performed from the same blood drawing or from different time points?
  • Please check for sample mix-up (one of the most common reasons for discrepant results!)
  • SPT measures the reactivity of cutaneous mast cells, in-vitro systems measure free IgE
  • Comparison of extracts and molecular allergen test results is not recommended. Allergen extracts can lack allergens or can be contamined with non-related allergens (e.g. mite allergens in dog epithelia).
  • Differences can result from different isoforms of the molecular components. Molecular components can be produced naturally or recombinantly.
I have less than the recommended sample volume, can I still perform an ALEX² test with the manual processing system (ImageXplorer)?

Yes, but at your own risk. The minimum sample volume for a manual assay is 100 µl. As a consequence false negative results could be possible.

Can I use the 50 array ALEX² kit (Art.nr.: 02-5001-01) for the manual processing system (ImageXplorer)?

No! The ALEX² kit (Article Number: 02-5001-01) is intended for the automated processing only.

What can be the reasons for QC failed?
  • Background too high or too low
  • Guide dots not aligned with grid
  • Guide dot results too low

Corrective actions:

  • Make sure washing steps are followed precisely
  • Make sure substrate incubation time was not too long or too short
  • Run test array again and re-analyse respective ALEX² array
  • Temperature during assay procedure was too low or too high (Optimum temperature: 20-26°C)
How long can I store processed arrays for re-analysis?

The arrays can be stored in the dark and dry for 4 weeks. After that, the signals become weaker and the background becomes higher.

What is the shelf life of ALEX²?

ALEX² has a shelf life of 2 years . We make every effort to only send kits that have a shelf life of at least 18 months. The reagents and the test are stable for 6 months after opening.

FAQs FOX

What is the shelf life of FOX?

FOX has a shelf life of 2 years . We make every effort to only send kits that have a shelf life of at least 15 months. The reagents and the test are stable for 1 year after opening.

FAQs RAPTOR SERVER & RAVEN

Where is the server located?

The server is located in Amsterdam.

Is the RAPTOR SERVER GDPR compliant?

Yes, the RAPTOR SERVER is GDPR conform. For detailed information, please contact support@macroarraydx.com.

I forgot my log-in details. What should I do?

Please write an e-mail to support@macroarraydx.com with the name of your tenant.

I have locked myself out of the RAPTOR SERVER account. How do I get back in?

Please contact support@macroarraydx.com.

ImageXplorer agent is not connected. What should I do?
  • Check your Image-Xplorer key in the RAPTOR SERVER account
  • Check your internet connection
  • Check USB connection to PC/Laptop and maybe try to use a different USB port
  • Restart RAPTOR agent
  • Restart PC/Laptop
  • Use an USB Power HUB with power connection to provide extra power to ImageXplorer
Can I use RAPTOR SERVER without internet connection?
  • Yes, but cost is higher, and functionality limited (e.g. no RAVEN comments available, limited support, no automatic updates).
  • For tailor made solutions please contact support@macroarraydx.com.
How do I activate the RAVEN interpretation guidance software?

Contact support@macroarraydx.com and you will receive a license key free of charge.

How do I generate customised Multiplex on Demand (MOD) allergen panels?

In your Tenant Admin Area you can create customized MOD panels, by selecting "manage MOD" --> "create new panel". You will find detailed information in our RAPTOR SERVER instructions for use: Instructions for Use

FAQs IMAGEXPLORER

What precautions do I need to take when moving an ImageXplorer to another location?

Please take out the carriage before moving the ImageXplorer to another location to avoid carriage sliding into the chassis. After the movement, please perform a testarray run to be sure that the ImageXplorer settings are correctly adjusted.

How do I maintain the ImageXplorer?

The ImageXplorer is a sensitive imaging device and should be handled carefully. For accurate results, it is essential that the instrument be maintained dust-free state as much as possible. To this end, the external ImageXplorer housing must be regularly cleaned with a lint-free cloth. Do not use any detergents for cleaning. The carriage which holds the cartridges can be separately cleaned if necessary, using mild detergents or alcoholic solutions. Please do not open the chassis.

The test array run does not finish, what do I do?
  • If the error code shows disconnected, then check the quality of internet connection
  • Check USB connection PC/Laptop and try to connect the ImageXplorer using different USB ports
  • If the problem persists, contact support@macroarraydx.com

FAQs MAX 45k

What happens if the internet connection goes down during an assay run with the MAX45k; Can I still retrieve the results after the run has finished?

Yes, of course! As soon as the internet connection has been reestablished, the client software “Raptor Agent” will try to connect to the instrument and uploads the test results to RAPTOR SERVER automatically.

In our allergy lab, we often have only very small amounts of serum from pediatric samples. Can we still use these samples in the MAX 45k?

If you use the appropriate tubes for your samples, the minimum sample volume for a fully automated assay is only 200 µl. You can reduce the minimum sample volume even further if you manually predilute the samples before you put the tubes into the instrument.

Do I always have to run 50 samples in one assay run on the MAX 45k?

No, you can freely choose the amount of samples you want to include in an assay run. However, please note that the maximum number of assay runs per kit (50 tests) is 5.

Do I need to be present during an assay run of the MAX45k? What if the washing solution or the water container gets empty during the run?

No, the MAX 45k is a true “walk away” analyzer: The necessary amount of reagents, washing solution and rinse water is calculated during the preparation phase of your assay run. After the test run has been started, no further interference or monitoring by the user is necessary.

FAQs Delivery

Unfortunately, my kit delivery is taking longer. Are the reagents and arrays stable even with longer delivery times?

Sure! The reagents and arrays can tolerate longer delivery times.