Support - Communications Troubleshooting

Communications between the Electrocorders and the PC are normally very robust, from time to time problems do occur, (it must be said that most often the issues are with the PC and/or other software on the PC, NOT the Electrocorder or Electrosoft).

Here are some preliminary checks for you to undertake, logger batteries, are they serviceable, have you checked them? Do you have any other Electrocorders, if so, do they work on the PC? If not then this would suggest that the PC is most likely the cause. If the other loggers do work and you have one logger that does not (and the batteries have been checked), conversely this would suggest the logger has a problem. Some things to check before calling Acksen Ltd or your supplier:-

Check that you are using the correct lead with the logger. If the text or symbol on the logger is 'USB' then you must use a lead that (the other end) terminates with a USB-A connector. If the text or symbol is 'Serial Port' or 'RS-232' then you MUST use a lead that (the other end) terminates with a 9-way D connector. For these RS-232 loggers, you can then use one of our official RS-232 to USB converters to convert to USB-A.

USB Loggers (close all software except Electrosoft).

For USB loggers, make sure the USB drivers are fully installed; Electrosoft attempts to install them, however Windows can silently block this installation. (you must use Administrator Privileges), you may also manually install the USB drivers, click here to access the driver download page.

Make sure the correct (virtual) COM port is setup, run the 'Com Port Wizard' in Electrosoft. If you know the virtual com port number you can also manually set it in the Tools Options Menu.
Try the logger on a different USB port on the PC, this will help to eliminate the USB Port as the problem.
Try the logger on a different PC, this will help to eliminate the PC and other software as the issue.
Use a different lead, again on another PC if possible, this will help to eliminate the USB lead as the problem.
When you connect a USB logger on the PC it will use a virtual COM (serial) port, so check the correct COM port number is set in Tools Options in Electrosoft.
Ensure you are using the correct lead. Use USB type leads on Loggers that display the USB symbol.
DO NOT use a USB to RS232 converter on a logger that is marked with the USB symbol, simply use the USB lead supplied with the logger to a USB port on the PC.
Check you are using the latest version of Electrosoft or Electroplus, it must be (or have been) installed under Administrator privileges as it must install drivers.
Check you are not running any conflicting software, HotSync, TrueSync,.... etc...

Perform a hard reset on the logger, make sure the logger is disconnected from any electrical input, open the rear and remove the batteries. Let the logger sit for 3 minutes and then replace the batteries, recorded data is safe in non-volatile memory (make sure the batteries are 8.2V or greater). Now try communicating again.

If the logger has ben reset due to a power down, you will have to run the data recovery option to retrieve the data.

Only contact us if you have Valid Annual Electrosoft Support and tried all of the above and it is still not working; for legal reasons we cannot help with problems on your PC, other software and items not supplied by us. Buy Annual Electrosoft Technical Support.

Serial Port (RS232) loggers (close all software except Electrosoft)

A common mistake is to use a USB lead into a logger that has 'Serial Port' or 'RS-232' printed on it!

Check the correct COM port is set in Tools Options in Electrosoft, try a diffwerent COM port in case it has a problem, use the Com Port Wizard to detect the correct port.
Try the logger on a different PC if possible, this will help to eliminate the PC and other software as the issue.
When you connect to an RS232 logger via a RS232/USB converter it uses a virtual COM (serial) port, so check the correct COM port is set in Tools Options in Electrosoft. ONLY the converters we supply are supported by us, if you have a different converter please do NOT seek support from us, rather contact the manufacturer/supplier of the converter you have, see the image below, if it does not look like this, then we did not supply it.
Use a different lead, again on another PC is possible, this will help to eliminate the serial lead as the problem.
Ensure you are using the correct lead. Use a serial leads on Loggers that display RS232 text, likewise use only a USB lead on a USB marked loggers.
you are using a USB to RS232 converter that was NOT supplied by Acksen Ltd, this is most likely the cause of the problem, as most (95%) do not work correctly with our loggers!
Check you are using the latest version of Electrosoft or Electroplus, it must be (or have been) installed under Administrator privileges as it must install USB drivers.
Check you are not running any conflicting software, HotSynch, TrueSynch,.... etc..
Note, some laptops use a reduced voltage on the RS232 ports, this can sometimes be an issue, so try the logger on a desktop PC.

If Electrosoft continues to report an unknown or corrupt serial number, then send us the following (we can reprogram the logger remotely, no need to return it):-

You have the latest version of Electrosoft.
Actual error message from Electrosoft, VERBATIM.
The Model number written on the front of the logger.
The Model written on the rear of the logger.
The serial number written on the rear of the logger.
The PCB and Firmware version written on the rear of the logger.

You can download the latest version of Electrosoft from the downloads page.