BioFire Defense is committed to ensuring the quality of its products and will provide credit for pouches lost due to instrument error or pouch malfunction.

Once BioFire receives a pouch credit request, BioFire Technical Support compiles the request and sends the information to our accounting team. Our accounting team will then create a credit memo report and send the details of the credit to the customer’s accounting department. BioFire Technical Support will then inform the customer that the process is complete and provide a credit memo number. The credit can be applied to a current invoice when referenced.

It is recommended that customers submit multiple pouches per credit submission for a faster processing time. Please refer below to the Pouch Credit Process FAQ for further information and credit submission.

For any additional questions, contact BioFire Technical Support at:
Online: Contact Support Form
Phone: 801-262-3592

The Kit Lot and Product Part numbers are located on the front label of the pouch Kit box. The Product Part number is displayed on the top right-hand corner of the box. The Kit Lot number is located directly underneath the Product Part number.

Control failures will be documented on the top right-hand side of the run report, in the Run Summary section. If the Controls field shows “Failed”, a control failure has occurred.

When a pouch is injected, the hydration and sample solutions will completely fill wells 1-11, as shown in the picture below. Well 12 should be empty prior to the run. If the wells do not completely fill a hydration failure has occurred.

• A loss of vacuum error occurs when the mylar bag is not sealed air tight around the pouch canister. If the mylar bag is correctly sealed a distinct “whoosh” sound will be heard when opened.
• If the mylar bag is not sealed air tight the pouch may still function properly and should be verified by injecting the hydration solution. If the pouch wells hydrate correctly, the pouch can still be used on the BioFire® FilmArray® System. If the pouch fails to hydrate properly, the pouch should be discarded and a loss of vacuum error should be recorded.

BioFire® FilmArray® 2.0 Instrument

1. In the Browse Runs tab, highlight the run you wish to view.
2. Right click, and in the drop-down menu, select Show Run Details
3. A new tab will open; navigate to the Errors Section and look for an error code.
4. The error codes typically follow the formatting of a letter and three numbers.

BioFire® FilmArray® Torch

1. Select Browse Runs in the top menu.
2. Use the search icon to search for runs.
3. Select a single run from the table → Select View Report → Click Actions → Select Show Run Details → Look for error code.

• The instrument serial number (SN) is found in the Run Details section at the bottom of the test report.
• The SN can also be found on the back of the BioFire® FilmArray® Instrument and BioFire® FilmArray® 2.0 Instrument. To find the SN on the BioFire® FilmArray® Torch, remove the magnetic face plate on the front of the module. (See images below.)

Equivocal results do not qualify for a pouch credit.

If “Controls: Failed” then the run was complete, but at least one of the pouch controls failed. (see: How is a control failure identified?)

If “Controls: Invalid” then the run did not complete (typically this indicates a software or hardware error).

To receive credit for an invalid control, please provide any error codes displayed during the run and the Run Status field (found in the Run Details section of the report). (see: How to Retrieve Instrument Error Codes)