How can we help you?

Customer Service

Do you need assistance with using the product, or have questions regarding upgrades? You need to replace your current product? Please contact our customer service team. They are experts in the field of HPLC.

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Product Information

We support you with FAQs, service videos and troubleshooting manuals.

         FAQs          USER MANUALS

Maintenance

Even if system failures are rare, they always disrupt the regular process - particularly serious in high-throughput environments. Wear-related downtimes can be minimized by optimally adapted maintenance plans.

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Spare Parts, Accessories or Consumables

You need spare parts, accessories or consumables?

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Contact our support team

We are happy to answer your questions about our products and services. Give us a call or write us an e-mail.

Phone: +49 30 809727-111
e-mail: support@knauer.net

Repair and Product Take-Back

If your equipment is malfunctioning, it may need repair. If repair is not an option or you prefer not to proceed, we can help with the disposal of the decontaminated equipment upon your request. We will also provide information on other take-back locations within the European Economic Area. For products not purchased directly from KNAUER, please contact your distributor for take-back assistance.

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Compliance

Performance qualification and compliance is an important part for every laboratory. Do you need an Installation Qualification (IQ) documentation? The qualification document Installation Qualification (IQ) is part of the quality management system at the company KNAUER and it is free of charge.

DOWNLOAD SYSTEM IQ (EN) DOWNLOAD DEVICE IQ (EN) 

Assigning IP Addresses Manually

To control devices through the LAN interface, each device needs a unique IP address. This can be assigned automatically via a DHCP server, like a router, or manually if no router is present. For most KNAUER devices, the Firmware Wizard can assist with manual IP assignment.

DOWNLOAD TOOL INSTRUCTIONS

On-Site Service

KNAUER offers quality service of your instruments - worldwide available in your country, performed by our certified local distributors. All KNAUER Service technicians have completed a specialized service training in the KNAUER headquarter in Berlin, Germany. They are ready to help on site ensuring efficient operation and minimized downtime.

Service Contracts

Preventive maintenance has proven to be very successful in ensuring the highest availability of HPLC equipment. Unforeseeable failures of individual system components are thus almost impossible, production processes and laboratory capacities can be planned safely. We offer a maintenance contract customized to your needs, so our skilled repair team is at you service in case of an issue.

Customer Care

Our customers get technical support of the highest quality via e-mail, phone and Team Viewer. We have standard user instructions and tutorials for a wide range of topics, and we will work with each client personally until all issues are resolved. We are committed to provide the best quality support with experienced staff and technical expertise.

Individual Service

We offer individual HPLC, FPLC, SMB and prep LC trainings. You can also request an installation qualification, an operation qualification or a relocation service by appointment.