This investigation is in response to a customer complaint in which the customer made updates to their vitek® 2 version 8.01 systems software.Following this update, all card data setup on may 13th, 2019 was lost.Card data was lost again two days later (may 15th, 2019) when two more cassettes were introduced into the instrument.The investigation showed the customer did not follow gcs mar #4277, information sent to the customer to prevent the loss of card data caused by the invalidation of network security certificates if the pc hostname is modified or the network is disconnected or modified.The conclusion of this investigation is that on monday, may 14th, 2019, after the endofday process automatically rebooted the pc, all subsequent cassettes introduced into the system were rejected and discarded because the vitek 2 systems software was unable to reach the biomerieux user management system due to invalid certificates caused by the customer not having followed instructions identified in gcs mar #4277.The issue can be initially identified when opening the vitek 2 web or flexprep¿ clients by the prompt to re-trust the vitek 2 systems secure web certificates (i.E."your connection is not secure").Subsequently, after entering the correct login information, a failure to login is displayed with a prompt similar to "the vitek 2 systems web-based remote viewer has detected an invalid single sign-on (sso) certificate for server https://[hostname]/cas.To access the vitek 2 systems application, the certificate must be valid." and access to the vitek 2 web client or flexprep client is denied.This is an indication that the os hostname or network configuration has changed and the certificates are invalid.To prevent the system from losing card data, the user should contact customer support or run the certificate scripts (in vitek 2 systems version 8.01) and reboot the pc to resolve the problem prior to using the vitek 2 or compact instrument(s).After the reboot, and prior to using the vitek 2 or compact instrument(s), verify proper operation and successful login to the vitek 2 web client.Customers whose systems exhibit the inability to access the v2s web client caused by an invalid certificate should run the certificate scripts in vitek 2 systems software version 8.01 to resolve the condition.
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