error code 9:9328SEQ:E9328 fatal initialisation

Hi friends

We have new Agilent Cary 100 Spectrophotometer.

When we turn on the machine, after initializing of lamps & filters, we have started software but the monochromator has not initialized (also in the left bottom of the software window, we can see this “initialization mono …”),

Then communication cannot be completed, so it shows OFF Line.

We have opened the machine hardware and have checked everything, light path, … everything seems OK but the related motor with monochromator doesn’t work.

Does anybody has same problem to help me?

Regards