Frequently Asked Questions

Read Frequently Asked Questions about product ordering, technical troubleshooting, software updates and more.

How can I contact Abbott Point of Care?

You may fill out the Contact Us form or call us at the numbers listed on the Contact Us form.

 
 
Ordering & Service Agreements
 
How can I learn the status of my order?

Fill out the Contact Us form and select Customer Service as your Subject. Please include details such as Customer Number, PO Number, or Order Number in the form’s Questions/Comments section so we can expedite your response. You may also call us at 1-800-323-9100, Option 2

 
 
Ordering & Service Agreements
 
Who is the sales representative for my region?

Fill out the Contact Us form and select Customer Service as your Subject. Please include details such as facility name, address, city, state and zip code in the form’s Questions/Comments section so we can locate your sales representative more quickly. You may also call us at 1-800-323-9100, Option 2.

 
 
Ordering & Service Agreements
 
Who do I contact if I have questions about my service agreement contracts?

Fill out the Contact Us form and select Service Agreements as your Subject. Please include details such as contact name, contact phone number, contract number and serial number in the form’s Questions/Comments section so we can serve you better. 

 

You may also call us: 

For US customers, contact 1-800-366-8020, Option 4 

For international customers, email intlsvc@apoc.abbott.com

 
 
Ordering & Service Agreements
 
Where can I order i-STAT handheld, i-STAT test cartridges, and Piccolo Xpress® products?

You can order i-STAT test cartridges on e-Abbott.com or by calling 800-323-9100, Option 2. 

 

To order i-STAT and Piccolo equipment (analyzer, downloaders, simulator, printers) please email apoccapitalequipment@abbott.com

 
 
 Ordering & Service Agreements
 
What should I do if I received a damaged product?

For i-STAT only:

Technical support is available to Abbott Point of Care customers 24/7.

Please fill out the Contact Us form and select Technical Support as your Subject so we can resolve the issue. Include details that are applicable:

  • Product type
  • Serial number
  • Lot number
  • A brief description of the issue in the form’s Questions/Comments section

You may also contact us at:

For Piccolo only:

Call ABAXIS directly at 1-800-822-2947, Option 2

 
 
 Ordering & Service Agreements
 
How can I obtain a return label?

Please email apoc_custsvc@apoc.abbott.com and provide the RGA or order number along with the Serial Numbers for items to be returned.  We will respond to your request within 24 business hours.

 
Ordering & Service Agreements 
 
Does Abbott Point of Care sell the Piccolo Xpress?

Yes, Abbott Point of Care is proud to be the exclusive US distributor of Piccolo Xpress, a fully automated advanced diagnostic instrument that provides lab-accurate results within minutes for a wide range of clinical chemistry needs.

 
 
 Ordering & Service Agreements 
 
How often do I need to update my i-STAT System software?

i-STAT 1 System CLEW software is updated twice a year, typically in May and November. The latest software update will be accessible on the Software Updates page.

 
 
 System Software Updates
 
When does the current CLEW A33 software expire?

The CLEW A33 software expires on 21-Jun-2017 at 8 a.m. per your specific time zone.

 
 
 System Software Updates
 
Where can I verify the CLEW and JAMS software version within the i-STAT 1 handheld?

The Analyzer Status page in the i-STAT 1 Handheld will list the CLEW and JAMS software versions currently installed.

 
 
 System Software Updates
 
Where can I find software update instructions for my
i-STAT 1 handheld?

View our Technical Bulletins to get instructions on how to update
i-STAT 1 Handheld software.

 
 
 System Software Updates
 
What computer operating systems are validated to perform the software update?

The CLEW software update may be performed on computers with Windows 2000, Windows XP, or Windows 7 operating systems. The software executable file is compatible with both 32-bit or 64-bit systems. 

 

Note: Although you may perform the CLEW/JAMS software update on the systems listed above, the Central Data Station application will not be validated for any operating system higher than Windows XP 32-bit. 

 
 
 System Software Updates
 
What should be performed first, updating the CLEW/JAMS software on the Data Management System (such as Info HQ Manager or Central Data Station) or on the i-STAT 1 handhelds?

When using CDS or DE to perform the software update on the analyzer using a network downloader, it is necessary to update CDS or DE first. 

Otherwise, the order of update does not matter.
Follow the software update instructions  applicable to your i-STAT 1 data management use model.

 
 
 System Software Updates
 
When using a serial downloader, should TCP/IP be selected as a port within the Jammlite Utility?

No, when using a serial downloader, select only from the available COM ports (e.g. COM1, 2, etc.) within the Jammlite Utility dropdown menu.

 
 
 System Software Updates
 
On the i-STAT 1 handheld, what does the message, "CLEW Expiring, Update Required" indicate?

On the handheld screen, the message, "CLEW Expiring, Update Required" displays on the Test Menu screen 15 days before the CLEW version will expire.

 
 
 System Software Updates
 
On the i-STAT 1 handheld, what does the message, "Invalid or Expired CLEW" "Code 12" indicate?

The handheld's CLEW software has expired and the software update instructions must be performed before testing can be enabled.

 
 
 System Software Updates
 
What does Abbott Point of Care recommend to be performed on the i-STAT 1 handheld after the software update is complete?

Abbott Point of Care recommends that the external Electronic Simulator be run after performing the software update.

 
 
 System Software Updates
 
Why do i-STAT 1 handhelds require software updates?

Due to the continuous manufacturing process improvements to the
i-STAT 1 System, it is necessary to update standardization values from time to time to maintain long-term consistency of performance. These updates are equivalent to manually adjusting calibration on a traditional laboratory analyzer. 

 

New CLEW software is updated twice a year and re-establishes these standardization values and incorporates refinements to the internal quality monitoring system. New JAMS application software allows the i-STAT 1 Handheld to recognize any newly launched cartridge types and to perform any newly launched features.

 
 
 System Software Updates
 
Where can I locate the Update Packet for my system manuals?

You may print or download i-STAT 1 System Update Packets on our website.

 
 
 System Software Updates
 
Can I update i-STAT 1 handhelds to the latest CLEW if they are several CLEW versions behind?

Yes, the i-STAT 1 Handheld may be updated to the latest CLEW and JAMS software regardless of what version is currently installed.

 
 
 System Software Updates
 
What are the minimum required materials needed in order to perform the software update?
  • Administrative rights to the computer being used to perform the software update
  • A downloader that has been fully configured for data transmission and connected to a computer using Abbott Point of Care supplied cables
  • Computer with available ports compatible to the type of downloader being used, access to www.abbottpointofcare.com or a CD-ROM drive and using the Windows 2000, Windows XP, or Windows 7 Operating System.
  • The latest CLEW and JAMS software 
  • i-STAT Handheld with a battery voltage of at least 7.5 volts
  • Electronic Simulator 

 

 
 
 System Software Updates
 
Is a Data Management System (such as Info HQ Manager or Central Data Station) required to update my handhelds?

No, a data management system is not required to update i-STAT handhelds.

 
 
 System Software Updates
 
Does Abbott Point of Care recommend that all my handhelds be updated within the same day?

Abbott Point of Care does not have a recommendation for completion of the update within the same day. However, because the CLEW software does re-establish standardization values and incorporates refinements to the internal quality monitoring system, we do recommend that once the update process begins at a facility, the update process be completed for all handhelds as soon as possible.

 
 
 System Software Updates
 
I am still having problems updating my i‑STAT 1 handheld, who can I contact for more help?

Technical support is available 24/7. Choose one of the available options below.

  • For hospital-based customers, call us at: 1-800-366-8020, Option 1

  • For other US customers, call us at: 1-800-284-0702, Option 1 
  • For international customers, contact local support services distributor(164 KB PDF)

 

Fill out the Contact Us form and select Technical Support. To serve you in the most efficient manner, please include details that are applicable:

  • Lot number
  • Serial number
  • Codes displayed
  • A brief description of the issue in the form’s Questions/Comments section
 
System Software Updates 
 
Where can I find value assignment sheets? Where can I find electronic value assignment sheets (eVAS)?

You can download Value Assignment Sheets from pointofcare.abbott for the correct target values and ranges for your i-STAT test cartridge controls and calibration verification materials.
 

You may also access electronic Value Assignment Sheets (eVAS). Make sure you select the correct CLEW version. 

 
 
 General Product Information
 
How do I locate the Value Assignment Sheet on Pointofcare.abbott?
  • Select Offerings from the top navigation, then click on Support
  • Click on Value Assignment Sheet
  • Select CLEW in use
  • Select Control or Cal Ver Type
  • Select lot number
 
 
 General Product Information
 
Where is the Abbott Point of Care serial number indicator for the downloader?

The serial number for the downloader is located on the underside of the downloader.  The serial number will start with one of the following prefixes:  DS, DN, DRS, DRN, or DRC.

serial-number-for-downloader.jpg

 
 
 General Product Information
 
I am having problems with my Piccolo Xpress, who can I contact for more help?

You may call our Piccolo Xpress technical support line at 1-800-822-2947, Option 2, available 24 hours a day, 7 days a week.

 
 
 General Product Information
 
How can I get information on how the i‑STAT 1 handheld works?
 
 
 General Product Information
 
What Individualized Quality Control Plan (IQCP) resources are available to me?

Abbott Point of Care offers several resources about IQCP, a new quality control option for non-waived testing under the Clinical Laboratory Improvement Amendments. 

 

Read our IQCP Frequently Asked Questions and watch the webinar, A Practical Approach to Developing an Individualized Quality Control Plan (IQCP) and Developing IQCPs based on CMS’ NEW CLIA Interpretive Guidelines.

 
 
 Other
 
What do I receive when I register on Pointofcare.abbott?

When you register for pointofcare.abbott and opt-in for information from Abbott Point of Care, you will receive communications on upcoming webinars, product updates and can access to tutorials and training materials for the i-STAT System.

 
 
 Other
 

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