Frequently Asked Questions

 

Find answers to the most frequently asked questions

If your question/answer isn't found below, CONTACT US.

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Logged in users can view a menu of all available user support resources from a single location from the I-STAT SUPPORT page.

 

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CONTACTING US | ORDERING | SALES | SHIPPING

WHERE DO I OBTAIN INFORMATION ABOUT THE i‑STAT 1 ANALYZER & HOW IT WORKS?
  • i-STAT System range of products
    Visit the i-STAT 1 page 
  • Product use in specific care settings
    Visit our Healthcare Settings page
  • Case Studies and Clinical Evidence
    Visit our Case Studies page for information that includes actual metrics regarding implementation of the i-STAT System. 
    Visit the Clinical Evidence page for links to studies discussing the utility of i-STAT or point-of-care testing in general.
  • i-STAT 1 analyzer user resources/support & training materials
    Visit the i-STAT 1 Support page (click here for more information on support content access)
  • Contact a sales representative
    To locate your Point of Care sales representative, visit the Contact Us page and select Sales Inquiry as your topic. Complete all applicable fields on the form to ensure timely response.
  • International customers
    Obtain contact information for your local support services distributor – by viewing the Support Services Technical Bulletin found here on our international web site.

 

 
 
Contacting Us | Ordering | Sales | Shipping
 
WHAT IS THE CONTACT INFORMATION FOR PICCOLO XPRESS-RELATED ISSUES?

 

Call 1-800-366-8020 option 3 or email ab-piccolotechsupport@abaxis.com

Abbott Point of Care is the exclusive US distributor of Piccolo Xpress.

 

 
 
Contacting Us | Ordering | Sales | Shipping
WHERE DO I FIND ABBOTT POINT OF CARE USER RESOURCES?

 

Most user resources, also known as support resources, are accessible only to registered and logged in users of pointofcare.abbott. A menu of resources is available from the single i-STAT 1 Support page. See information on creating an account at How do I register for a pointofcare.abbott account?

 

User access to Value Assignment Sheets and electronic Value Assignment Sheets does not require a user login. View more regarding VAS and eVAS in question Where do I access VAS and eVAS on pointofcare.abbott?.

 

 
 
Contacting Us | Ordering | Sales | Shipping
HOW CAN I ORDER THE i-STAT 1 ANALYZER, i-STAT TEST CARTRIDGES, AND PICCOLO XPRESS® PRODUCTS?

 

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

 

You can order i-STAT test cartridges at e-Abbott.com or by calling 800-323-9100, Option 2 
Learn more about eAbbott.com

 

Visit our Contact Information page for more options

 
 
Contacting Us | Ordering | Sales | Shipping
HOW DO I DETERMINE WHO THE ABBOTT POINT OF CARE SALES REPRESENTATIVE IS FOR MY REGION?

 

Visit the Contact Us page and select Sales Inquiry as your topic. Complete all applicable fields on the form to ensure timely response.

 
 
 Contacting Us | Ordering | Sales | Shipping
 
WHO CAN I CONTACT WITH QUESTIONS ABOUT MY SERVICE AGREEMENT CONTRACTS?

 

Visit our Contact Us page and select General Questions/Other as your topic. Complete all applicable fields on the form & include your contract # and analyzer serial #s to ensure timely response. 

 
 
 Contacting Us | Ordering | Sales | Shipping
 
HOW CAN I CHECK THE STATUS OF MY ORDER?

 

Visit our Contact Us page, select Customer Service as your topic. Complete all applicable fields on the form and include details, such as customer number, PO number, or order number to expedite a response. Visit our Contact Information page for more options.

 

To easily view your account details in a single place, register and place orders via e-Abbott. A dashboard provides at-a-glance status of recent orders, tracking information, invoices, credits/debits, etc. Learn more about e‑Abbott.com.

 

 
Contacting Us | Ordering | Sales | Shipping
 
WHAT DO I DO IF MY CARTRIDGE AND/OR QUALITY CONTROLS SHIPMENT IS RECEIVED WARM OR DAMAGED?

 

For i-STAT products:

Visit the Contact Us page, select Technical Support as your topic. Complete all fields on the form. For expedited service please provide the order # or purchase order #.

 

For PiccoloXpress products: 
 

 Contact ZoetisTechnical Services at 1-800-822-2947, Option 2 or email ab-piccolotechsupport@abaxis.com

 

 
 
 Contacting Us | Ordering | Sales | Shipping 
 
WHAT SHOULD I DO IF I RECEIVED A DAMAGED PRODUCT?

 

For i-STAT System products only:

Visit the  Contact Us page, select Technical Support as your topic. Complete all fields on the form 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

For international business partners, email oustechsvc@apoc.abbott.com

 

International customers

Obtain contact information for your local support services distributor – by viewing the Support Services Technical Bulletin found here on our international web site.

 

For PiccoloXpress products only: 

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

 

 
 
 Contacting Us | Ordering | Sales | Shipping
 
HOW CAN I OBTAIN A RETURN LABEL?

 

US Customers should 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.

 
 
 Contacting Us | Ordering | Sales | Shipping
 
WHERE CAN I FIND THE MANUFACTURE PART # TO ORDER i-STAT PRODUCTS?

 

View a complete list of i-STAT product manufacture part #s on eAbbott.com

 
 
 Contacting Us | Ordering | Sales | Shipping
 

USER ACCESS | WEBSITE REGISTRATION

HOW DO I ACCESS ABBOTT POINT OF CARE USER RESOURCES/SUPPORT MATERIAL?

 

Register for an account on pointofcare.abbott to access the majority of our user resources.  For information on registering, see How do I register for a pointofcare.abbott account?

 

When you register for pointofcare.abbott, you will gain access to technical documentation and product software, tutorials and other training materials for the i-STAT family of products, as well as important information regarding use of our products and services.

 

 
 
 User Access | Website Registration
 
WHY IS REGISTRATION REQUIRED TO ACCESS SUPPORT MATERIAL?

 

Keeping support content behind login restricts access to sensitive technical information only to Abbott Point of Care customers.

 

By requiring registration, we also ensure we are able to reach customers with important information regarding their use of our products and services. Registration also allows us to provide customers, if they opt in, with point-of-care related content that may be of interest such as news, new web content, invitations to events & webinars, etc.

 

Creating a user account will provide customers with access to a special “customer page” where logged-in users can view quick links to the most frequently used support content, as well as view important announcements. The customer welcome page is accessible from the top navigation bar (after login).

 

 
 
 User Access | Website Registration
 
HOW DO I REGISTER FOR A POINTOFCARE.ABBOTT ACCOUNT?

 

Accurately complete the required fields on the registration form. For more information on how to register, login and navigate to support content, view our How-to Guide.

 

We require all users to register with an email address that is associated with a place of business, government institution, or healthcare facility. Registrations including non-work email addresses (e.g., email accounts that end in @gmail.com, @yahoo.com, @hotmail.com, @aol.com) are not generally approved.

 

 If you have special requests regarding registration, questions or other issues, please visit the Contact Us page and select General Questions/Other as your topic. Complete all applicable fields on the form to ensure timely response.

 

 
 
 User Access | Website Registration
 
HOW SOON WILL MY REGISTRATION FOR POINTOFCARE.ABBOTT BE APPROVED?

 

User registration requests are typically handled within a few hours of submission but may take up to two business days. If you have urgent approval needs, please visit the Contact Us page and select General Questions/Other as your topic. Complete all applicable fields on the form and include specifics regarding your issue to ensure timely response.

 
 
 User Access | Website Registration
 
HOW DO I KNOW WHEN MY REGISTRATON REQUEST FOR POINTOFCARE.ABBOTT IS APPROVED?

 

When your account is approved, you should receive an approval email. The email from Abbott is not required to access user resources/support content once you are approved. If you do not receive an email you may:

  • Navigate to the login page and attempt to login with the email and password you registered with to determine if approval was granted
  • Check the spam/junk folder in your mailbox to see whether you received an approval or rejection email (which may require re-registration – see below)

 

 
 
 User Access | Website Registration
 
WHAT DO I DO IF MY POINTOFCARE.ABBOTT ACCOUNT REQUEST IS REJECTED?

 

When your registration is rejected, you should receive an email explaining the reason for rejection. To avoid rejections, ensure the following when registering:

  • your email address is associated with your place of business, government institution, or healthcare facility (when possible)
  • correct customer type (customer, official distributor, etc.)
  • your password meets the password criteria
  •  you have selected the correct customer type (customer, official distributor, etc.)

Note: to request distributor access, you must be one of Abbott’s approved distributor partners. If you don’t work for an Abbott-approved distributor partner, do not select this customer type.

 

If you believe your account was rejected in error or you have special circumstances that need explanation, visit our Contact Us page and select General Questions/Other as your topic. Complete all applicable fields on the form and include specifics regarding your issue to ensure timely response. 

 

 
 
 User Access | Website Registration
 
WHAT ARE THE POINTOFCARE.ABBOTT REGISTRATION PASSWORD CRITERIA?

 

Your password must meet ALL of the below criteria

  • Minimum of 8 characters
  • Minimum of 1 letter
  • Minimum of 1 number
  • Minimum of 1 of the following special characters: !, #, $, %, ?, +, /, &, \, *, =

Note: the @ sign is not one of the acceptable special characters

 

 
 
 User Access | Website Registration
 
WHAT IF I FORGET MY PASSWORD FOR POINTOFCARE.ABBOTT?

 

If you have forgotten your password, please use the reset password  functionality on the login page. You will be asked to enter your email and if you have an approved account, you will receive an email with a link to reset your password. The link is only valid for 3 days. If you do not receive the email, please check your spam/junk folder. If no email is found in your spam/junk folder, Contact Us page and select General Questions/Other as your topic. Complete all applicable fields on the form.

 
 
 User Access | Website Registration
 

USER DOCUMENTATION & RESOURCES

WHERE DO I FIND THE i-STAT 1 USER MANUAL & OTHER USER RESOURCES?

 

Registered users can access user support for the i-STAT 1 system from the i-STAT 1 Support page 

 

i-STAT 1 System Update packets may be downloaded from the i-STAT 1 System Manuals page and can be printed to bring existing hard-copy user manuals up to date.

 

 
 
 Documentation & Support Resources
 
WHERE DO I ACCESS VAS and eVAS ON POINTOFCARE.ABBOTT?
 
To access Value Assignment Sheets (VAS) and Electronic Value Assignment Sheets (eVAS) without logging in, visit the main Support page and click on the designated  VAS or eVAS links. 
  • For VAS -  select CLEW in use, control or cal ver type and lot number
  • For eVAS - select CLEW in Use, click the eVAS file for download, click on the eVAS link to download file 
Logged in users can also access VAS and eVAS links from the Customer Home page or from the i-STAT 1 Support page.

 

 
 
 Documentation & Support Resources
 
WHERE DO I ACCESS SAFETY DATA SHEETS?

 

Registered users can access Safety Data sheets from the Administrator Documentation section on the i-STAT 1 Support page

 
 
 Documentation & Support Resources
 
WHERE CAN I ACCESS CARTRIDGE & TEST INFORMATION SHEETS (CTI SHEETS)?

 

Registered users can access CTI Sheets from the i-STAT 1 Support page section 

 

Note: Those not registered on pointofcare.abbott can visit the i-STAT Test Cartridges page to access detailed information about our individual test cartridges.

 
Documentation & Support Resources
 
DOES POINT OF CARE HAVE INDIVIDUALIZED QUALITY CONTROL PLAN (IQCP) RESOURCES AVAILABLE?

 

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

 

Registered users can visit our IQCP Information page, for Frequently Asked Questions about IQCP and access other IQCP resources. The page is also accessible to logged in users via the Customer Home page. 

 

If you are not a registered user, complete the registration form.

 

 
 
 Documentation & Support Resources
 

PRODUCT-SPECIFIC QUESTIONS

HOW DO I CONFIGURE AN i-STAT DRC-300 DOWNLOADER?
 
Registered users can find information on how to configure the DRC-300 downloader by referring to The i-STAT 1 Downloader/Recharger (Model Number DRC-300) on the Technical Bulletins page.
 
 
 PRODUCT-SPECIFIC QUESTIONS
 
HOW DO I CONFIGURE THE WIRELESS SETTINGS ON THE i-STAT 1 ANALYZER?

 

Registered users can find information on how to configure the wireless analyzers by referring to Configuring Wireless Settings in an i-STAT 1 Wireless Analyzer on the Technical Bulletins page.

 
 
PRODUCT-SPECIFIC QUESTIONS
I RECEIVED AN ERROR MESSAGE/QUALITY CHECK CODE ON MY i-STAT 1 ANALYZER, WHAT DOES IT MEAN?

 

Registered users can find information on possible causes of the error message/quality check code on the i-STAT 1 analyzer and any actions to resolve the code by referring to Analyzer Coded Messages located on the Technical Bulletins page.

Note:  Several quality check codes require the use of an external simulator or one of the available tools we may provide.

 
 
 PRODUCT-SPECIFIC QUESTIONS
 
DOES THE i-STAT SYSTEM REQUIRE REGULAR MAINTENANCE?
 
Registered users can find details on required calibration verification by referring to:  Calibration Verification and the i-STAT System on the Technical Bulletin page.
 
 
PRODUCT-SPECIFIC QUESTIONS
 
WHAT ARE APOC’s RECOMMENDATIONS FOR QUALITY CONTROL FOR THE i-STAT 1 ANALYZER

 

Registered users can find manufacturer recommendations at the following location:

 

 
 
PRODUCT-SPECIFIC QUESTIONS
 
DOES ABBOTT OFFER A PRODUCT THAT HELPS WITH FILLING i-STAT TEST CARTRIDGES?

 

The i-STAT Dispensing Tip can help make filling cartridges easier and more accurate. Click here to learn more. Dispensing Tips are available in the following quantities from your sales representative or from eAbbott.com

 

- 100 Count |  06F2420          -  500 Count |  06F2416

 

Registered users can access the i-STAT Learning System page and download the i-STAT Learning System Quick Reference Materials for information on proper cartridge filling, as well as sample collection and handling.

 

 
 
PRODUCT-SPECIFIC QUESTIONS
 
WHEN DOES THE CURRENT i-STAT 1 SOFTWARE EXPIRE?

 

Current software expiration dates are listed in the “Announcements” section of the Customer Home page (accessible after login).

 
 
ANALYZER SOFTWARE UPDATES | CLEW/JAMS
 

ANALYZER SOFTWARE UPDATES | CLEW/JAMS

WHERE CAN I VERIFY THE CLEW AND JAMS SOFTWARE VERSION WITHIN THE i-STAT 1 ANALYZER?

 

The Analyzer Status page in the i-STAT 1 analyzer will list the CLEW and JAMS software versions currently installed.  More information can be found in Section 2 of the i-STAT 1 System Manual.

 
 
ANALYZER SOFTWARE UPDATES | CLEW/JAMS
 
CAN I UPDATE i-STAT 1 ANALYZERS TO THE LATEST CLEW IF THEY ARE SEVERAL CLEW VERSIONS BEHIND?

 

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

 
 
ANALYZER SOFTWARE UPDATES | CLEW/JAMS
 
ON THE i-STAT 1 ANALYZER, WHAT DO “SOFTWARE EXPIRES…” AND “EXPIRED SOFTWARE UPDATE REQUIRED” MESSAGES INDICATE?
  • Starting 15 days before software expires, a “SOFTWARE EXPIRES DD-MMM-YY” message appears when the analyzer is powered.
  • The 'EXPIRED SOFTWARE UPDATE REQUIRED' message indicates that the analyzer’s software has expired and the software update must be performed for testing to be enabled.

Registered users can access the latest software update and instructions on the i-STAT 1 System Software Update page.

 

 
 
ANALYZER SOFTWARE UPDATES | CLEW/JAMS
 
WHY DO i-STAT 1 ANALYZERS 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 analyzer to recognize any newly launched cartridge types and to perform any newly launched features. Visit i-STAT 1 System Software Update page for more information (login required).

 

 
ANALYZER SOFTWARE UPDATES | CLEW/JAMS 
 
HOW OFTEN DO I NEED TO UPDATE MY i-STAT 1 SYSTEM SOFTWARE?

 

You will need to update your i-STAT 1 system software twice a year. Visit i-STAT 1 System Software Update page for more information (login required).

 
ANALYZER SOFTWARE UPDATES | CLEW/JAMS  
 
WHERE CAN I FIND SOFTWARE UPDATE INSTRUCTIONS FOR THE i-STAT 1 ANALYZER?

 

Registered users can access software and instructions to perform updates from the i-STAT 1 System Software Update page.

 
 
 ANALYZER SOFTWARE UPDATES | CLEW/JAMS 
 
TO PERFORM THE SOFTWARE UPDATE ON THE i-STAT 1 ANALYZER, WHAT ARE THE MINIMUM REQUIREMENTS?
  • An active account on pointofcare.abbott in order to access the i-STAT 1 System Software Update page
  • 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 operating system of Windows 2000, Windows XP, Windows 7, or Windows 10
  • i-STAT 1 analyzer with a battery voltage of 7.5 volts or higher
  • i-STAT 1 Electronic Simulator

 

 
 
 ANALYZER SOFTWARE UPDATES | CLEW/JAMS
 
SHOULD I UPDATE SOFTWARE FOR ALL OF MY i-STAT 1 ANALYZERS ON THE SAME DAY?

 

It is recommended that all i-STAT 1 analyzers be updated on the same day. If using eVAS for quality control testing, all analyzers must be updated on the same day to continue using eVAS. Only one eVAS file can be used at a time; once the eVAS file has been updated, it cannot be changed back to the previous eVAS file.

 

Note: the ability to perform quality-control testing using eVAS files will not be possible on analyzers using different CLEWs.

 
 
 ANALYZER SOFTWARE UPDATES | CLEW/JAMS
 
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.

 
 
 ANALYZER SOFTWARE UPDATES | CLEW/JAMS
 
WHAT SHOULD I UPDATE FIRST: THE CLEW/JAMS SOFTWARE ON THE DATA MANAGEMENT SYSTEM (e.g. INFO HQ MANAGER OR CENTRAL DATA STATION) OR THE i-STAT 1 ANALYZERS?

 

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.

 

 
 
 ANALYZER SOFTWARE UPDATES | CLEW/JAMS
 
IS A DATA MANAGEMENT SYSTEM (SUCH AS INFO HQ OR CENTRAL DATA STATION) REQUIRED TO UPDATE MY i-STAT 1 ANALYZERS?

 

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

 
 
 ANALYZER SOFTWARE UPDATES | CLEW/JAMS
 
ONCE ANALYZER SOFTWARE HAS BEEN UPDATED, IS THERE ANYTHING ELSE I NEED TO DO BEFORE USING THE ANALYZER?

 

To ensure the software update was successful, run the i-STAT Electronic Simulator. Once you receive the PASS message, you are ready to continue testing. See the Technical Bulletins page for information on this topic.

 

Note: There may be additional regulatory and facility-specific requirements.

 
 
 ANALYZER SOFTWARE UPDATES | CLEW/JAMS
 
WHAT DO I DO IF I HAVE NOT RECEIVED MY JAMS/CLEW SOFTWARE PACKET?

 

If you require a CD-ROM, visit the Contact Us page, select “Technical Support” as the topic and complete all fields.

 
 
 ANALYZER SOFTWARE UPDATES | CLEW/JAMS
 
IF I AM EXPERIENCING ISSUES WITH THE SOFTWARE UPDATE, WHO CAN I CONTACT FOR HELP?

 

Visit the Contact Us page, select “Technical Support” as the topic, then complete all fields, providing a brief summary of your issue(s) in section 1.

 

International customers

Obtain contact information for your local support services distributor – by viewing the Support Services Technical Bulletin found here on our international web site.

 
 
ANALYZER SOFTWARE UPDATES | CLEW/JAMS
 
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. 

 
 
 ANALYZER SOFTWARE UPDATES | CLEW/JAMS
 

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