Troubleshooting Guide: Resolving Issues with Clarity Chromatography Software

1. Introduction

This article provides a comprehensive and structured troubleshooting guide for Clarity chromatography software by DataApex. Based on the instructional video titled “What to do when you have issues with Clarity”, it outlines common errors, diagnostic methods, and recommended procedures for addressing technical problems in both software and hardware configurations.

2. Required Tools and Environment

To effectively troubleshoot Clarity, ensure you have access to the following:

• Clarity Software (version 9.x or 10.x)
• Hardware key (HW key) – for license authorization
• Windows administrator privileges
• Connected instrumentation (GC/LC systems, A/D converters)
• Diagnostic tools:
  • Windows Event Viewer
  • Clarity Device Configuration Manager

3. Common Errors and Solutions

3.1 File Access Errors

Symptom:

• Error messages such as:
  "Unknown error accessing ... Temp\Clarity\$ch1run.raw"

Cause:

• Lack of write permissions to the Temp directory.

Solution:

1. Ensure the Windows user has full access to the Temp\Clarity folder.
2. Run Clarity as Administrator to bypass restricted permissions.

3.2 Hardware Key Not Recognized

Symptoms:

• "Clarity is unable to find HW key"
• "Missing keylock drivers"
• "Blocked HW key"

Causes:

• Key not plugged in, damaged USB port, or missing driver.

Solution:

1. Reinsert the HW key into a direct USB port (avoid USB hubs).
2. If drivers are missing or outdated, reinstall the HW key drivers and restart the PC.
3. Contact DataApex support if the key is blocked or invalid.

3.3 Visual C++ Redistributable Installation Fails

Error:

• "Exit code: 1618" during Clarity installation.

Cause:

• Another installation is already running (e.g., Windows Update).

Solution:

• Wait for the current installation to finish, restart the system, and rerun the Clarity installer.

3.4 Instrument Communication Failure

Error:

• "Cannot establish communication with XXX SN xxx!"

Possible Causes:

• Instrument is turned off or disconnected.
• Wrong or missing driver.
• Incorrect COM port or IP address.

Solution:

1. Power on the instrument and verify all connections.
2. Use Clarity → System Configuration → Devices to verify driver and port settings.
3. Restart the driver or reassign the port if needed.

3.5 RAW File Creation Errors

Error:

• "Cannot create RAW file"
• "Cannot create $ch1temp.raw"

Cause:

• Clarity fails to rename the RAW file due to a file conflict or improper termination.

Solution:

• Ensure the previous acquisition was closed properly.
• Clear error dialogs and restart the acquisition.

3.6 Project Change Requires Restart

Error:

• "Changing project requires to restart instrument."

Solution:

• Save your changes and allow the instrument to restart as prompted.

3.7 Configuration File Corruption or Version Conflict

Errors:

• "Configuration file is not valid"
• "Incompatible device driver"

Cause:

• Attempting to load a project or method created in a newer software version.

Solution:

1. Use backup files provided by Clarity.
2. Reconfigure devices manually if needed.
3. Install matching drivers compatible with your current Clarity version.

3.8 Method and Table Errors

Common Issues:

• "Fraction table contains overlapping time intervals"
• "Too many peaks in chromatogram"
• "Method file does not match instrument configuration"

Solution:

• Adjust fraction time intervals to prevent overlaps.
• Tweak peak detection settings (width, threshold).
• Modify or recreate the method to reflect hardware changes.

4. General Troubleshooting Workflow

1. Reboot your PC – resolves many temporary issues.
2. Check file and folder permissions – especially the Temp and project directories.
3. Verify hardware connections – including USB and serial ports.
4. Update or reinstall drivers – HW key, devices, or Clarity modules.
5. Restore from backups – when configuration or method files are corrupted.

5. Analysis and Best Practices

• 70% of reported issues are related to permissions, HW key problems, or outdated drivers.
• Always keep Clarity and related drivers updated from the official source.
• Ensure project and method files are compatible with the Clarity version you are using.
• Use administrative privileges when installing or configuring hardware/software.

6. Conclusion

Clarity is a robust chromatography software platform, but like any system, it may encounter operational or configuration errors. This guide outlines practical and verified troubleshooting techniques derived from real-world scenarios shown in the DataApex tutorial video.

For persistent or unclear issues, consult the DataApex Support Portal for documentation, driver downloads, and direct contact with technical support.

Quick Tips Recap

• Always start with a reboot and check permissions.
• Reinstall drivers if devices or keys are not recognized.
• Use correct project/method versions matching your Clarity installation.