Software Status Bulletin
Known Problem Report as of Sep 21 2026 4:00AM
Preface
-------------------------
This Software Status Bulletin (SSB) documents all known problems in the software
product designated above. The SSB is derived from Known Problem Reports (KPR)
which result from user problems that have been classified as documentation
problems or software defects. When a KPR is written, an identifying number is
assigned to it, and the KPR is added to the next edition of the SSB.
User inputs that have been classified as Enhancement Requests are not documented
in the SSB. User problems that have been submitted, but that have not been
classified by the time the SSB is generated are not included in the SSB.
How to use the SSB
-------------------------
When you experience a problem with a product, first check this SSB to see if the
problem has been reported already, and if there is a temporary workaround
available for the problem, or if the problem has already been fixed by a new
revision. If the problem is not listed in this SSB then you may wish to report
it to the Response Center or to your field support representative.
To determine if your problem is documented in this SSB, first look in the
Keyword Index section of the SSB. Under each keyword is a listing of one-line
descriptions of related KPRs. If any of these sound like yours, locate the KPR
# in the Known Problem Reports section of the SSB, and read the full KPR. The
KPRs in the Known Problem Reports section are sorted by KPR #.
There are two sections in the SSB:
Keyword Index: This index is categorized by keyword. For each KPR there is a
brief description and a KPR #. A KPR may be associated with more than one
keyword.
Known Problem Reports: This section contains KPRs, with all the available
information relevant to the problem. KPRs in this section are sorted by KPR #.
Keyword Glossary
Keyword Index
KPR#:1272497
A confirmation message is displayed even when printing is cancelled from the print dialog
KPR#:311593
After analysis of samples result data are not available in TapeStation Analysis software
KPR#:1402945
TapeStation Analysis software may fail to launch from Desktop shortcut or Start Menu if required registry keys are missing.
KPR#:1426212
Analysis software crashes when selecting a gel image from a closed file in the Comparison tab
KPR#:153817
TapeStation software not working after specific rearrangements of reporting sections
KPR#:806126
Inconsistent ladder display between single and multi-ScreenTape runs.
KPR#:262409
Installation or update of TapeStation software errors if instrument is connected
KPR#:265467
After update/installation of the TapeStation software the Analysis software does not open automatically
KPR#:753853
Camera Error after software upgrade to Rev 5.1
KPR#:800380
Fatal error during installation
KPR#:1139091
Fatal error during installation
KPR#:1367889
First time TapeStation software installation fails on bundled laptop HP EliteBook 6 G1a 16 with Windows 11
KPR#:497011
TapeStation system cannot connect due to issues with the USB to serial converter driver
KPR#:509453
TapeStation Controller software stops working during runs due to camera connection issues.
KPR#:687470
Reestablishing of lost connections eventually don't happen automatically.
KPR#:237944
TapeStation software not working in combination with 2100 Expert Security Pack installed.
KPR#:255049
TapeStation instrument lid button does not indicate a run abort request by blinking.
KPR#:350365
TapeStation Controller software termination after Electrode Cartridge change is executed twice in row
KPR#:473110
Electropherogram is shown in reversed orientation
KPR#:790799
Unexpected Software termination
KPR#:1139089
Unexpected Software termination
KPR#:572557
Exported word reports contain truncated gel images TapeStation software
KPR#:1335125
Activity Log reports containing more than 1000 entries cannot be exported completely from the Security Module
KPR#:1267603
The “import file” permission enables users to import and access any data file from the same Security Module system.
KPR#:1283206
The TapeStation Security Module default roles are reset when the Security Module service restarts with less than 5 roles in the database, overwriting any previous customization made to default roles.
KPR#:759559
Electrophoresis Current Leakage test printout lacks one graphic.
Keyword:
One-line Description:
DIN, %cfDNA, and cfDNA region cannot be disabled
Problem:
Disabling the DNA Integrity Number (DIN), or percentage of cell-free DNA (%cfDNA) quality scores through Assay Options or Region Settings does not take effect. Although the corresponding option can be unchecked, the quality score remains visible. Additionally, the cfDNA region cannot be deleted or disabled manually or via Assay Options/Region Settings.
Temporary Solution:
None.
Fix Information:
Planned to be fixed in future versions.
Keyword:
One-line Description:
Incorrect DIN version is displayed in the Analysis software when older gDNA files are open
Problem:
When a gDNA data file generated with a TapeStation software version earlier than 5.2 is opened in Analysis software 5.2, the Run Properties dialog may incorrectly display the DIN Version as 5.2. The displayed DIN version may be misleading because files created with earlier software versions cannot be recalculated to DIN version 5.2 and should retain the original version associated with the file.
Temporary Solution:
None.
Fix Information:
Planned to be fixed in future versions
Keyword: Administration
One-line Description:
A confirmation message is displayed even when printing is cancelled from the print dialog
Problem:
When printing an administrative report in the TapeStation software Security Module edition, users can cancel the print operation from the printer dialog by selecting Cancel or closing the dialog. In this situation, TapeStation SW may still display the confirmation message "Document was sent to printer“ even though no print job was submitted. This message can be misleading because it suggests that printing was successful when the print operation was cancelled. This behavior affects administrative reports only.
Temporary Solution:
Users can disregard the confirmation message. No printing will happen.
Fix Information:
Planned to be fixed in future versions.
Keyword: Data Analysis
One-line Description:
After analysis of samples result data are not available in TapeStation Analysis software
Problem:
After sample run the TapeStation Analysis software is unable to open the recorded data file. Further, the recorded file is missing in the dedicated data folder location. This fail appears with very low frequency.
Temporary Solution:
The recorded file might be available in raw data format (*.901r) in a temporary folder of the application (C:\Users\<logged in user>\AppData\Local\Temp) and as such is recoverable. Please attempt to open the respective raw data file by drag and drop to the TapeStation Analysis software. Else, please collect troubleshooting information (File > help > collect log files) in zip format and contact your local support representative for help.
Fix Information:
TapeStation software revision 4.1 addressed a root cause and additionally mitigates this condition by populating dedicated instruction on how to rescue datafiles of affected runs. Please update to TapeStation software revision 4.1.
Keyword: Data Analysis
One-line Description:
TapeStation Analysis software may fail to launch from Desktop shortcut or Start Menu if required registry keys are missing.
Problem:
In some Windows user profiles, the TapeStation Analysis software will not start when launched via the Desktop shortcut or Start Menu. Instead, a small “installation/repair” progress dialog appears and may fail (often on non‑administrator accounts), preventing the application from opening. The issue is triggered when certain HKCU (current user) registry keys are missing.
Temporary Solution:
Use one of the following workarounds: A. Create a standard (non-advertised) Desktop shortcut to the TapeStation Analysis software executable: 1. Open File Explorer and navigate to: 2. C:\Program Files (x86)\Agilent\TapeStation Analysis Software\ 3. Locate “TapeStation Analysis Software.exe”. 4. Right-click the file > select Show more options > select Create shortcut. 5. When prompted "Do you want the shortcut to be placed on the desktop instead?", click Yes. 6. On the desktop, rename the new shortcut (e.g., “TapeStation Analysis Software (Direct)”) to distinguish it from the original shortcut. B. Start the application directly from its installation folder (C:\Program Files (x86)\Agilent\TapeStation Analysis Software\TapeStation Analysis Software.exe).
Fix Information:
Fixed in version 5.3 and higher
Keyword: Data Analysis
One-line Description:
Analysis software crashes when selecting a gel image from a closed file in the Comparison tab
Problem:
This issue can occur when a measurement file that is included in an active comparison is modified in File > Run Properties (for example, by updating the Comments or Study fields), saved under a different name using "Save As" button, after which the newly saved file is closed and the original file is reopened. Although the Comparison navigator correctly displays the currently open files, an outdated gel image associated with the previously saved version of the file is still displayed. Selecting this outdated gel image results in an unhandled exception, causing the application to close unexpectedly.
Temporary Solution:
Do not use "Save As" for data files that are currently included in an active comparison. Complete the comparison analysis before saving the file under a different name.
Fix Information:
Planned to be fixed in future versions.
Keyword: Functionality
One-line Description:
TapeStation software not working after specific rearrangements of reporting sections
Problem:
The sections of an analysis report might be customized to show up in a desired order. The section "Compress Report (PDF Only)" must not be moved away from its first position else an unexpected error occurs and the software cannot be restarted any longer.
Temporary Solution:
The reorder of the section "Compress Report (PDF Only)" must be avoided. To correct the suppressed startup of the software a dedicated folder, namely "%HOMEPATH%\AppData\Local\Agilent\TapeStation_Analysis_Soft_StrongName_<Strong Name>\<A.B.C.D>\user.config" should be deleted. As a consequence all user settings are lost but software is able to start.
Fix Information:
TapeStation software revision 4.1 handles the described situation, please update.
Keyword: Functionality
One-line Description:
Inconsistent ladder display between single and multi-ScreenTape runs.
Problem:
The “insert ladder” behavior in the TapeStation Analysis software is not consistent between multi and single ScreenTape runs. When inserting an electronic ladder into a run file with multiple ScreenTape devices, the run ladder disappears. In contrast, for runs with a single ScreenTape device, the run ladder remains but is unassigned.
Temporary Solution:
There is none.
Fix Information:
N/A
Keyword: Installation
One-line Description:
Installation or update of TapeStation software errors if instrument is connected
Problem:
The update or installation of TapeStation software was done while a TapeStation instrument was turned on and connected to the PC. Hence the drivers were not installed properly, and the unit remains non-operational. Typically, the installation procedure stops and performs a roll back of the installation with an error message. However certain circumstances might lead to situations with a not operational system which shows “Camera connection Errors” which cannot be circumvented.
Temporary Solution:
Turn instrument off or unplug the instrument. Uninstall TapeStation software through the Windows operating system (see “Add/Remove Programs” for Windows 7, “Uninstall Apps” for Windows 10), restart the computer and execute the TapeStation software setup.exe for installation again. The drivers for the instrument will be installed properly now.
Fix Information:
TapeStation software revision 4.1 handles the described situation. Even if the camera driver is modified at a later time point a newly implemented software startup check ensures the right camera driver is loaded.
Keyword: Installation
One-line Description:
After update/installation of the TapeStation software the Analysis software does not open automatically
Problem:
After update or installation of TapeStation software a dedicated issue might appear. In such case the Analysis software does not open automatically at the end of the very first analysis performed with the Controller software. This is a unique fail. No data is lost. Any further analysis is not affected.
Temporary Solution:
In such case open the Analysis software from the desktop icon. Browse to the data folder of the TapeStation files and drag and drop the generated raw datafile [resultdatafilename.r901] into the software for opening. The datafile will be reanalyzed, results are available for evaluation and reporting as intended. Datafolder location is by default: C:\Users[logged_in_user]\Documents\Agilent\TapeStation Data
Fix Information:
Improved error handling was implemented in TapeStation software 4.1. Waiting for reoccurrence
Keyword: Installation
One-line Description:
Camera Error after software upgrade to Rev 5.1
Problem:
The camera driver Eye Ul-148xLE Series might have been not updated properly to rev 4.95 by the setup for unknown reasons which yields an error with the message "Error: Camera default detected". The driver version is identified best through the device manager (Universal Serial Bus Controllers, Properties).
Temporary Solution:
After disconnection of the instrument and deinstallation another reinstallation of the TapeStation software on the same laptop reinstalls the camera driver.
Fix Information:
n/a
Keyword: Installation
One-line Description:
Fatal error during installation
Problem:
For initial installations of TapeStation software 5.1 the setup stops if the used administrative account includes a space character in the name. In such case a message is displayed: "0x80070643 - Fatal error during installation."
Temporary Solution:
Log on and execute the setup while using an administrative account which has no space in its name.
Fix Information:
n/a
Keyword: Installation
One-line Description:
Fatal error during installation
Problem:
For initial installations of TapeStation software 5.1 the setup stops if the used administrative account includes a space character in the name. In such case a message is displayed: "0x80070643 - Fatal error during installation."
Temporary Solution:
Log on and execute the setup while using an administrative account which has no space in its name.
Fix Information:
n/a
Keyword: Installation
One-line Description:
First time TapeStation software installation fails on bundled laptop HP EliteBook 6 G1a 16 with Windows 11
Problem:
The TapeStation software installation fails when installing the software for the first time on the bundled laptop HP EliteBook 6 G1a 16 with Windows 11 operating system. The TapeStation software tries to install a specific Microsoft Visual C++ redistributable version, but a newer VC++ version is already pre‑installed on the PC. As a result, the installation setup fails, returning the error "0x80070666: Another version of this product is already installed".
Temporary Solution:
Uninstall all previous Microsoft Visual C++ redistributable packages before installing the TapeStation software.
Fix Information:
Fixed in version 5.3 and higher
Keyword: Instrument Control
One-line Description:
TapeStation system cannot connect due to issues with the USB to serial converter driver
Problem:
Upon start of the TapeStation Controller software scanning for connected instruments times out. In the device manager the entry one “USB serial converter” indicates the root cause with an exclamation mark. The “Update Driver” functionality within the properties is ineffective.
Temporary Solution:
Update the driver with FTDI Virtual Com Port Drivers VCD 2.12.28 (off-line installer) provided on the installation medium in the “Support Installer” folder. Alternatively visit https://www.ftdichip.com/Drivers/VCP.htm and select the current WHQL certified setup executable for a manual update.
Fix Information:
n/a
Keyword: Instrument Control
One-line Description:
TapeStation Controller software stops working during runs due to camera connection issues.
Problem:
The TapeStation Analysis software stops working during runs while ScreenTape device changes happen due to camera connection issues. An unexpected error appears, a simple software restart will yield a camera specific error. An instrument restart is required to clear the error as this reboots the instruments camera.
Temporary Solution:
In case the problem description applies do restart the instrument and afterwards restart the TapesStation Controller software.
Fix Information:
n/a
Keyword: Instrument Control
One-line Description:
Reestablishing of lost connections eventually don't happen automatically.
Problem:
In certain cases, with two TapeStation instruments connected to one laptop (requires SW rev 5.1 or higher) and a loss of the connection to one instrument a situation happens which requires an instrument restart. Connections don't reestablish automatically as expected. The manual restart to enable reconnection can't be done immediately if the other instrument is in a run or undergoing diagnosis. The user has to wait to restart software.
Temporary Solution:
Avoid connection loss for a second instrument if another connected instrument is active in a run or diagnosis.
Fix Information:
n/a
Keyword: Performance
One-line Description:
TapeStation software not working in combination with 2100 Expert Security Pack installed.
Problem:
Both the TapeStation Controller and Analysis software do not start after installation on a computer with 2100 Expert Security Pack installed. Even after uninstallation of the 2100 Expert Security Pack and the secured area the TapeStation software remains inoperable. The TapeStation software is incompatible with an installation of the 2100 Expert Security Pack on the same PC. Above is in contrast to the general compatibility of the regular 2100 Expert software (DNA, RNA, Protein licenses). Be aware: TapeStation software and 2100 Expert SW might be co-installed but not co-executed.
Temporary Solution:
n/a
Fix Information:
Improved error handling was implemented in TapeStation software 4.1. For administrators and IT experts the following work-around might be applied: 1.) copy the "machine.config" from the first directory [C:\Windows\Microsoft.NET\Framework64\v4.0.30319\Config ] 2.) remove and backup elsewhere the "machine.config" file from the second directory [C:\Windows\Microsoft.NET\Framework\v4.0.30319\Config] 3.) Replace the "machine.config" in the second folder by a copy from the first directory. In case the problem description applies but above instructions are uneffective do re-imaging of your computer or set up its operating system again. You might use the recovery media shipped with the system in case of Agilent provided bundle laptops. Execute the TapeStation software setup.exe for a new and unaffected installation.
Keyword: Performance
One-line Description:
TapeStation instrument lid button does not indicate a run abort request by blinking.
Problem:
The lid button of a TapeStation instrument is supposed to indicate by blinking if a user attempted to abort an analysis. This visualization is inconsistent dependent on aborting a run via the TapeStation Controller software or via the instrument itself.
Temporary Solution:
None. Be aware: The lid button starts blinking if a user tries to open the lid manually. In this case a message is displayed in the Controller software. If the abort attempt is initiated via the Controller software the bespoke message appears but instrument lid doesn’t blink.
Fix Information:
TapeStation software revision 4.1 handles this condition correctly, please update.
Keyword: Performance
One-line Description:
TapeStation Controller software termination after Electrode Cartridge change is executed twice in row
Problem:
After self-PM is done and Electrode Cartridge is removed and a second Electrode Cartridge is reinserted into the instrument TapeStation Controller software aborts. It is a minor incidence. The instrument i not damaged. No data is lost. A restart of the system clears the error.
Temporary Solution:
After each Electrode Cartridge exchange the instrument and TapeStation Controller software should be restarted.
Fix Information:
TapeStation software revision 4.1 handles this condition correctly, please update.
Keyword: Performance
One-line Description:
Electropherogram is shown in reversed orientation
Problem:
In the comparison context the electropherogram of an analysis is showing intensity values mirrored in negative direction. This fail appears with extremely low frequency depending on the sequence of merge and zoom activities.
Temporary Solution:
Close software, reopen the data files to merge and save desired composite files prior to zooming.
Fix Information:
TapeStation software revision 4.1 handles the described situation, please update.
Keyword: Reliability
One-line Description:
Unexpected Software termination
Problem:
Replacing sample names with an empty string, meaning not any character, in TapeStation analysis software sample table might yield termination of the software.
Temporary Solution:
Avoid inserting empty strings to sample description field.
Fix Information:
None
Keyword: Reliability
One-line Description:
Unexpected Software termination
Problem:
Replacing sample names with an empty string, meaning not any character, in TapeStation analysis software sample table might yield termination of the software.
Temporary Solution:
Avoid inserting empty strings to sample description field.
Fix Information:
None
Keyword: Reports
One-line Description:
Exported word reports contain truncated gel images TapeStation software
Problem:
Datafile reports created in *.docx format do not contain gel images for all samples but only for first lanes. The flaw appears only in case they are opened with recent Word version such as 2103 (Microsoft Office or Office 365) or higher. Opening the same file with previous Word versions show full gel images. Pdf reports from the datafile contain full gel images.
Temporary Solution:
Word reports only work for version below 2103 or the user has to use exclusively pdf reports. Alternatively the snapshot function can be used to paste the image into the Word export.
Fix Information:
n/a
Keyword: Reports
One-line Description:
Activity Log reports containing more than 1000 entries cannot be exported completely from the Security Module
Problem:
The Administration software has a limitation when exporting reports containing more than 1000 activity log entries. If this limit is exceeded, the software will generate a report with incomplete activity log history. No warning message is displayed in the Administration software, which may lead users to believe that the export completed successfully.
Temporary Solution:
Ensure that the activity log contains fewer than 1000 entries before generating the report. Reduce the number of entries by narrowing the date window filter in Administration software > Reports.
Fix Information:
This will be fixed in future versions
Keyword: Roles and Privileges
One-line Description:
The “import file” permission enables users to import and access any data file from the same Security Module system.
Problem:
1) Users with "import file" permission for one project can import data files from other projects from the same Security Module system, independent of their role assignments to those other projects. 2) The import dialog and the audit trail do not disclose the previous project name of the imported data file, referring to the previous project as "name unknown".
Temporary Solution:
The workaround is to avoid granting the "import file" permission, which is given to the default Project Administrator role. This can be achieved by: • Removing the "import file" permission from the default Project Administrator role. • Avoid creating new or customized project roles with the "import file" permission.
Fix Information:
Fixed in version 5.2 and higher
Keyword: Roles and Privileges
One-line Description:
The TapeStation Security Module default roles are reset when the Security Module service restarts with less than 5 roles in the database, overwriting any previous customization made to default roles.
Problem:
All default roles (e.g., System Administrator, Technician, Reviewer, etc.) can be freely customized permission-wise. Additionally, some but not all default roles can be deleted. If default roles are customized and the number of existing default roles is inferior to five, then restarting the Agilent Security Module service (via PC reboot or via Windows Services) results in a reset of the default roles in the Security Module software, overwriting the customization made to default roles.
Temporary Solution:
Ensure that a minimum of 5 default roles exist in the Security Module software.
Fix Information:
This is planned to be fixed in future versions.
Keyword: User Interface
One-line Description:
Electrophoresis Current Leakage test printout lacks one graphic.
Problem:
The Electrophoresis Current Leakage test from the hardware troubleshooting test suite shows only evaluated numbers but no graphs for leak current traces. The software interface from System Diagnostic shows the test results including the graphics.
Temporary Solution:
Do review of full test results including the graphics from System Diagnostic.
Fix Information:
None