Support and FAQ

We are happy to help you with questions or concrete challenges

You need Live-/ Remote Support?

We offer our customers the opportunity to receive support by telephone from our support team. For this a remote maintenance connection to your system will be established.

All you need is a connection code, which will be sent to you by telephone by our support team.

Download and Portal Area

Here you will find your current downloads provided for you.

FAQ – Frequently Asked Questions

Where can I find the manual?

The manual can be accessed in various ways.

  1. In the [[FP]-LIMS (DIA)] and [[FP]-LIMS (DIA)] Web programs, a context-sensitive manual can be called up by pressing the “F1” key. (This function is not available in Windows XP)
  2. In the program [[FP]-LIMS (DIA)] and [[FP]-LIMS (DIA)] Web the PDF can be opened via the menu item “Show help” of the category “Help”. To do this, the path to the [[FP]-LIMS (DIA)] manual must be configured in the system setup under “General System Fields”.
  3. You can also find the PDFs in the “Manuals” directory of your [[FP]-LIMS (DIA)] or [[FP]-LIMS (DIA)]Web installation.
  4. If you cannot find a solution to your problem in the [[FP]-LIMS (DIA)] manual, please contact support.

My analyses are no longer reaching the FP-LIMS. What now?

First report the problem to your IT department. The IT department will then check whether all [[FP]-LIMS (DIA)] services are running. If all services are running correctly, open the services log (DIA-JS000.log). Any errors that may have occurred are documented in the log. If no solution for the problem is known, please contact support.

Is there a new version? Which version do I have?

You can find out the version of your [[FP]-LIMS (DIA)] installation by calling the menu item “About…” of the category “Help”. With a maintenance contract you can open the menu item “Release Notes” in the portal and read all changes up to the current version. If you do not have a maintenance contract, please contact support for information on an update.

Why is no printout created?

For [[FP]-LIMS (DIA)] to print, a default printer must be set. You can set the default printer in the Windows Control Panel under “Devices and Printers”. The Qualities dialog also requires a default printer to open and can therefore be used for testing.

How can I sort my analyses across multiple columns?

In [[FP]-LIMS (DIA)], select the menu item “Analysis Table Formats” in the “Formats” category. Select the desired format and enter the desired sorting sequence in the “Sorting” column. The detail with sorting 1 will be used for sorting first, the detail with sorting 2 will be used afterwards, and so on. In the column “Sorting falling” you can also decide whether the detail should be sorted falling (Z > A/ 9 > 0) or rising (A > Z/ 0 > 9). Save your changes and switch to the desired format in the overview. If you have already selected the changed format, switch to another format and back to update the view.

Why does the login in the FP-LIMS-Web not load the browser interface but the login window again?

As a rule, the reason for this lies in the cache of the browser used. Empty the browser cache and restart the browser. If the problem persists, please contact support.

Why does FP-LIMS-Web not load a login dialog?

If only one image appears at startup instead of a sequence of images indicating loading, the [[FP]-LIMS (DIA)] Web components have not been loaded. Please contact your IT to solve the problem. In the [[FP]-LIMS (DIA)]Web installation there is a folder “ext-4-2-1” under “resources/lib”. If this folder does not exist or does not contain any files, there is usually another “ext-4-2-1.zip” in the directory and can be unpacked. If the problem still persists, please contact support.

Why is the "Run Batch" macro command type not available?

If the type is not available a database entry is missing. Please contact your IT to add the entry manually. The corresponding SQL statement is: “INSERT INTO [dia].[dia].PLAUSIBILITY VALUES (N’BATCH_TYP’, N’EX’, Execute N’Batch’, Execute N’Batch’)” If you do not have the ability to manually enter entries in the database, or the problem still exists, please contact support.

Why does the FP-LIMS icon in the taskbar/windows bar disappear when I minimize the program?

The error only occurs with the Windows XP operating system. This operating system is no longer supported by [[FP]-LIMS (DIA)] 2.5 and may cause unpredictable errors during operation. We recommend switching to a current operating system.

Where can I find the log?

The log of the [[FP]-LIMS (DIA)] program and its services is usually located in the temporary files directory. However, you can change the path for the log files and the depth and lifetime of the log in the Terminal Setup menu of the Configuration category under Log.

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