Frequently Asked Questions

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

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

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.

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

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. 

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 hospital-based customers: 1-800-366-8020, Option 1
• For other US customers: 1-800-284-0702, Option 1
• For international business partners, email oustechsvc@apoc.abbott.com
• For international customers, contact local support services distributor (164 KB PDF)

For Piccolo only:

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

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.

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.

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.

The CLEW A36 software expires on 12-December-2018 at 8 a.m. per your specific time zone.

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

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

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. 

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.

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

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

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

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

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.

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

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

• 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 

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

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.

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

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. 

• 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

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.

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.

• Contact Technical Support at
• For hospital-based customers: 1-800-366-8020, Option 1
• For other US customers: 1-800-284-0702, Option 1
• For international customers, contact local support services distributor (164 KB PDF)
• Contact your Sales Rep
• You can watch videos about i-STAT tutorials and training materials in our Support section. You must register for an Abbott Point of Care account to access these materials.

Abbott Point of Care offers information about IQCP, a new quality control option for non-waived testing under the Clinical Laboratory Improvement Amendments.  Logged in users can access this information and our IQCP Frequently Asked Questions from our Support pages.

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.