Open a support request.
Tell us about your instrument and issue, and attach any helpful files below.
Open support formService & supportA clear path
A clear path
to the right help.
Get service for an existing system, prepare the information your support team needs, or ask an applications question.
Get in touch directly.
Call +1 (408) 855-8863 or email the BioNex support team with your instrument and issue.
Email supportAsk an applications question.
Discuss methods, devices, labware and system configuration with the applications team.
Discuss your applicationWhat we coverService for your BioNex
Service for your BioNex
instruments and systems.
Whether your system is under warranty or a service contract, or you are new to BioNex, the team that builds the instruments supports them.
- Hardware, software, firmware and electrical issues
- Preventive maintenance
- Installation and training
- Applications questions about your methods
Include your instrument, serial number and any service contract or PO number in the form below so the team can confirm coverage.
Contact support
How can we help?
Include the instrument, symptoms and any error messages so our team can help.
Before you submitHelp us understand
Help us understand
what you’re seeing.
Keep the relevant instrument, workflow and error details together so the team can assess your request.
- Instrument name, serial number and service contract if available.
- A description of the issue, the run time and any displayed error.
- Relevant screenshots or records, following your organization’s data-sharing policies.
- Contact details for the person working with the instrument.
How do I find or export instrument logs?
On the computer that runs your instrument, open File Explorer and paste the matching folder path into the address bar. Attach the logs covering the time of the issue.
- HiG
C:\ProgramData\BioNex\HiGIntegrationTestApp\logs- Synapsis
C:\ProgramData\BioNex\Synapsis\logs- VWorks
C:\ProgramData\BioNex\VWorks\logs- VWorks alternative location
C:\VWorks Workspace\VWorks\Logs
If the folder is missing, tell us your software version and we’ll help you find the logs.
Where can I find product information and driver resources?
Visit the resource library for product datasheets and the current device-driver list.
Where does my request go?
Your request and attachments go directly to the BioNex support team.