Scientist wearing safety goggles carries out a repair on lab equipment

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Teaching Your Lab Staff to Successfully Troubleshoot

Effective troubleshooting is like a funnel narrowing down to the root cause

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Labs are busy environments where efficiency and productivity are paramount. It is vital to keep instruments running smoothly, and part of that is troubleshooting issues effectively. This article outlines logical troubleshooting steps to help technicians think critically, saving time and resources.

The repair funnel

Think of troubleshooting as a funnel: it starts with a broad overview and narrows down to identify the root cause. Like detectives, you gather evidence to make informed decisions.

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At the top of the funnel are three main areas of focus that can assist in helping isolate the issue: Is it method-, mechanical-, or operation-related? To determine which area to focus on first, ask yourself some preliminary questions: What was the last action before the issue occurred? How frequent is the problem? Check the instrument logbook and software logs for error messages or other clues. Historical information (and good record keeping) helps answer the question, “What does normal look like?”

Resist the urge to try multiple fixes at once—it will only cause confusion and delays.

Next, is it a recurring problem? Can you modify parameters to reproduce the issue?  Ensuring you can duplicate the problem or error is essential to understanding the root cause.

Confirm the parameters

Does the method match what's supposed to be run? Even in labs with supposedly locked-down methods, parameters can change due to software updates or accidental saves. Many standard operating procedures do not fully document all method parameters, and meticulously checking each parameter can often reveal the root cause of the problem.

Once you have verified the method, confirmed it has had no changes, and you can reproduce the issue, you can then focus on potential mechanical issues. 

Isolation and half-splitting

Instruments often have chemical, electrical, and operational components, and many are modular, allowing for “half-splitting” to pinpoint problems. For example, in chromatography systems with mass spectrometers, isolating the issue between the chromatography side and the mass spec side will allow you to focus your repair and maintenance efforts in the right area. An operational problem would be related to the methods, set points, and procedures, whereas an electrical or chemical problem is generally connected to mechanical problems. 

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Perform the repair

Start with easy fixes like replacing common consumables and performing maintenance tasks. Document each step meticulously.

Resist the urge to try multiple fixes at once—it will only cause confusion and delays. 

If a sample run indicates the system is fixed, repeat the test to ensure consistency.

Document the issue

Before wrapping up, document what you’ve done and include a copy of the field service repair record if an engineer was dispatched for a repair. Good repair and maintenance records minimize downtime by providing a reference for recurring issues. This not only helps future troubleshooting but also showcases your efficiency.

Also, revisit the problem: could routine maintenance have prevented it? If so, propose a preventative maintenance schedule. Adjust existing preventative maintenance procedures based on sample volume or establish new ones if none exist. Inform your manager that proactive measures can save time and ensure timely results.

While some steps might seem like common sense, under pressure, following a structured approach ensures efficient problem resolution and keeps your instruments running smoothly.

About the Author

  • Ted Palashis

    Ted Palashis is president and founder of Overbrook Support Services. He has presented and published nationally on a variety of topics related to the industry, including the history and growth challenges of laboratory asset management, laboratory relocation best practices, the challenges in designing and operating safe and sustainable labs, a proper approach to laboratory instrument life cycle management, and the difference between customer service and customer compliance.
  • Emily Kirkham

    Emily Kirkham is founder and president at National Laboratory Services, a Canadian company focusing on laboratory compliance consulting. She specializes in method validation, quality control, laboratory development, and equipment services for labs across a spectrum of industries. Emily is a professional chemist specializing in validation protocols including GMP, computer system validation, GAP analysis, compliance determination, validation plans and policy, quality control and technical training. She brings over 25 years of laboratory experience including in the pharmaceutical, environmental, food, oil and gas, and nutraceuticals industries.

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