Support - Unknown or Corrupt Serial Number

Communications between the Electrocorders and the PC are normally fairly robust, from time to time problems do occur, things to check:-

USB Loggers (when Electrosoft reports an unknown or corrupt serial number).

  1. Try the logger on a different PC, this will help to eliminate the PC and other software as the issue.
  2. Use a different lead, again on another PC if possible, this will help to eliminate the USB lead as the problem.
  3. 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.
  4. Ensure you are using the correct lead. Use USB type leads on Loggers that display the USB symbol.
  5. DO NOT use a USB to RS-232 converter on a logger that is marked as a USB logger, simply use the USB lead supplied with the logger.
  6. 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.
  7. Check you are not running any conflicting software, HotSynch, TrueSynch,.... etc..

RS-232 loggers (when Electrosoft reports an unknown or corrupt serial number).

  1. check the correct COM port is set in Tools Options in Electrosoft.
  2. Try the logger on a different PC if possible, this will help to eliminate the PC and other software as the issue.
  3. When you connect to an RS-232 logger via a RS-232/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 contact the manufacturer/supplier of the converter you have, see the image below, for converters which we do support.

    USB Lead

  4. Use a different lead, again on another PC is possible, this will help to eliminate the serial lead as the problem.
  5. Ensure you are using the correct lead. Use a serial leads on Loggers that display RS-232 text, likewise use only a USB lead on a USB marked loggers.
  6. If you are using a USB to RS-232 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!
  7. 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.
  8. Check you are not running any conflicting software, HotSynch, TrueSynch,.... etc..
  9. Note, some laptops use a reduced voltage on the RS-232 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):-

  1. You have the latest version of Electrosoft.
  2. Actual error message from Electrosoft.
  3. The Model number written on the front of the logger.
  4. The Model written on the rear of the logger.
  5. The serial number written on the rear of the logger.
  6. The PCB and Firmware version written on the rear of the logger.

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