Helpful information to have ready when seeking support for your Mastersizer 3000+

If you reach out to the Malvern Panalytical support team with questions about your Mastersizer 3000+, either by direct contact or through the customer portal, they will likely ask for certain pieces of information to ensure you receive accurate guidance.  These items may include:

• The relevant data file, and potentially the data file of a recent QAS standard
• Log files
• Serial number and model of your instrument
• Software version

In the following sections I’ll describe where to find each of these items so you can be prepared!

Data files

The relevant data file, with data from samples, a QAS standard, or both, will be a Mastersizer measurement file, indicated by the .MMES file extension.  The default storage location for these files is: C drive > program data (which might be a hidden folder) > Malvern Instruments > Mastersizer 3000 > Workspace > Measurement Data.  The appropriate MMES file may be shared via email.  

Please do not send images or PDFs as a replacement for the MMES file!  The MMES file is specifically requested because it includes information such as dispersion unit, accessories, method details, and more.

Log files

Log files can be created through the Mastersizer Xplorer software by going to Tools (1) > Maintenance (2), and clicking Save Text Report (3).  If the log file location doesn’t automatically open, click Open Folder (4) in the Logs section.  The trace log file, and any others requested, may be shared via email.

Serial number & model of your instrument

The serial number of your instrument can be found inside the cell pocket of the optical unit.  It will also appear in the bottom right of the software when actively connected to the instrument.  If you are not next to your instrument, you can go to File (1) > About (2) and click View License (3) at the bottom to view your instrument’s serial number (4).  The model of your instrument (5) will also be listed here.

Software version

The software version of your Mastersizer Xplorer software can be found in the software by going to File (1) > About (2), or by looking at the middle of the main header (3) at the top of your screen.

Final thoughts

Having this information ready to share with our support team will ensure you get the help you need as quickly as possible! If you have any questions, please don’t hesitate to contact us or email me directly at kyle.williams@malvernpanalytical.com.