Experience the power of Digital Remote Support

Connect with technical support

Request support by email, Almanac digital support, or by calling our direct line to certified technical support engineers with field experience. We offer a targeted, immediate response for all customers under a factory warranty or qualifying service plan.

Experience enhanced Digital Remote Support for faster diagnosis

Get priority access to field-trained technical support experts who, aided with digital support tools, can resolve more than 35% of issues remotely through secure remote desktop control and easy-to-use augmented reality tools.

  • Secure remote desktop control – Let our experts securely take control of your desktop to better understand your issue by quickly investigating instrument and software data using LogMeIn™ Rescue.
  • Easy-to-use mobile-enhanced AR tools – Using a mobile device, let us see what you see, and we’ll guide you to an accurate diagnosis or resolution in real time. AR is particularly useful when your computer is not connected to the internet. Simply point your mobile device camera at the computer screen and let our experts guide you using LogMeIn™ Rescue Lens.

Schedule on-site visits with prepared engineers

When on-site service is required, our original equipment manufacturer (OEM) field service engineers are dispatched with a diagnosis and parts to support faster resolution and increase first-time fix success.

Get instruments up and running faster

Our service professionals are committed to quickly diagnosing, troubleshooting, and resolving your concerns, ensuring your instruments and equipment are operating correctly before concluding their service efforts.

See how Digital Remote Support gets you up and running faster

A Technical Support Specialist remotely supported a service engineer in the field by replacing multipliers on an Orbitrap™ Velos Pro and helped calibrate the instrument.

A Field Service Engineer remotely detected a corrupt calibration file on a customer's Thermo Scientific™ Orbitrap Fusion™ Tribrid™ Mass Spectrometer then walked them through the calibration using the LogMeIn™ Rescue tool.

A Product Applications Sr. Manager helped a struggling customer with a software issue using LogMeIn™ Rescue (remote desktop control) without connecting to the GLP environment, resolving the issue in seconds.

A Technical Support Specialist helped a customer install Proteome Discoverer™, Foundation™, Xcalibur™, and Exactive™ software packages remotely.

A Technical Support Specialist used LogMeIn™ Rescue Lens to gather diagnostic and instrument data to help a customer with inconsistent data across multiple instruments, saving the customer an on-site visit.

A Field Service Engineer remotely troubleshot and identified a broken nebulizer and guided the customer on how to replace it on their iCAP™ RQ ICP-MS.

A Technical Support Specialist was able to remotely help customers connect a freezer to their Wi-Fi network, prevent an alarm alert, and avoid an on-site visit using Rescue Lens.

A Technical Support Specialist was able to remotely help customers with no site access due to COVID-19 restrictions. Using LogMeIn™ Rescue Lens, he was able to walk the customers through the repair of their failing LTQ Orbitrap XL™ forepump cooling fan.

Informative Knowledge Bases

Available 24 hours a day and seven days a week, Thermo Scientific™ Knowledge Bases provide instant access to a wide variety of information across our broad product portfolio and frequently asked questions. Created by subject matter experts, these tools serve as databases for technical resources and are repositories for documentation, troubleshooting, and problem resolutions developed specifically to meet your needs. 

Topics include:

  • Chromatography and Mass Spectrometry
  • Laboratory Equipment
  • Elemental Analysis
  • Molecular Spectroscopy
  • Asset Management Services

Explore Knowledge Bases

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Smart Connected Services for Smart Connected products

Connect to real-time data and decisions with Smart Connected Services that offers comprehensive remote monitoring, reporting, and response support to actively protect sample integrity in compatible freezers. With up to 63 critical telemetry data parameters utilizing the most vital data and proactive outreach, our technical support team will monitor the health of your freezer and quickly alert you if problems are detected during business hours. Currently available for TSX ultra-low temperature (ULT) freezers, Smart Connected Services protects your samples with:

  • Real-time, 24/7 remote monitoring including ambient and cabinet temperature, power failure, battery status, door ajar, connectivity signal, filter efficacy; and other parameters, events and alarms
  • Health reports with advanced control charting, historical data sets, anomaly analysis, and proactive condition-based recommendations to prolong the life of the equipment
  • Auto notification to our technical support team during business hours to quickly identify and potentially address issues remotely

Protect your equipment and your samples with the most comprehensive monitoring and active response support, available exclusively with a Unity Lab Services laboratory equipment service plan or Total Care Warranty.

Learn more about equipment supported by Smart Connected Services

Learn more about Smart Connected Services for your TSX ULT Freezer

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Device Health Report

Instrument-driven support via Almanac software

Initiate a service request directly from your system using the new Almanac software “Click for Support” push-button feature. This feature sends detailed diagnostic data and service files directly from your instrument to our technical support team alongside your service request, making digital remote support and resolution efforts even more efficient.

Learn more about specific instrument compatibility requirements and Almanac on-board support capabilities for other instruments.

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