Why is the cartridge not recognized?
FAQ -9004
When using the BioCalculator software, ensure the color of the software key matches the type of cartridge used. For example, the QIAxcel Fast Analysis cartridge requires the red software key, while the QIAxcel High Resolution cartridge requires the blue software key.
In addition, check that the communication between the computer and the instrument is established. Further, check that the smart key is inserted securely.
If the issue persists, contact QIAGEN Technical Services and provide the cartridge ID and lot number, which is printed on the packaging of QIAxcel cartridges.