Page 24 - DRS Success Stories Q4 2020

AR Tools Best Practices – A Successful AR Lens Session

Customer: Rockefeller University

Technical Support Specialist: Ben Nichols

Issue:
Customer had a door open alarm on a unit under service
contract for a model 3110 Incubator. Ben used the AR app

Lens feature to troubleshoot the door clip and found it
functioning properly. Ben then moved to the door cable and

found that it had been unplugged and resting on the door
frame where it appeared to be plugged in but when the
customer checked it was not making connection. When the

customer touched the cable, it fell from the door and this
proved to be the culprit. Once the customer reconnected the

plug the issue was resolved and no need for an onsite visit.
This prevented an un-necessary site visit under the service
contract.

Great job Ben!

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Proprietary & Confidential | melissa.vanpatter@thermofisher.com | December 2020