Basic Troubleshooting Steps
- Are you using up-to-date software? Check our downloads page for DigiPro2.
- Check your interface cable. If your DataMate has an I/O socket, you must use a cable that has a DB9 connector. If your DataMate has a USB socket, you must use a cable that has a USB connector. They are not interchangeable.
- Can you connect the interface cable to your PC? Most modern PCs have only USB ports. If your cable has a DB9 connector, you must use a serial-to-USB adaptor. If your adapter doesn't work, try downloading a new driver from the manufacturer's website.We currently stock a USB-to-serial adapter from Sabrent. Our part number is 56704018. The most current driver can be downloaded here.
- Check that the DataMate displays: "Waiting for PC." (Choose Comm on the DataMate menu). When you click retrieve new or retrieve all, the DataMate should display "Linked to PC." If you don't see that message, try step 5 below. If you do see that message, but then it returns to "Waiting for PC," the cable may be bad.
- Check the comm menu in DigiPro 2 and DMM. It shows what comm ports are available. Choose a different port. If you are using a serial-to USB adaptor, try the comm port with the highest number.
- The PC software remembers which comm port number was used last. If your DataMates use different cables, they also use different comm ports. The software might remember the "wrong" comm port number so it can't communicate. Go to the comm menu to select the correct comm port number.
Advanced Troubleshooting Steps
Is your USB Driver working? Here is a simple test.
- Switch off the DataMate. You can leave the USB cable connected.
- Open the comm menu in DigiPro 2 or DMM. You'll see a list of comm ports. Check their numbers.
- Close the comm menu.
- Switch on the DataMate (and plug in the USB cable if you disconnected it)..
- Open the comm menu in DigiPro 2 or DMM. Look at the list. Do you see a new comm port number?
- If you see a new comm port, use that one with the DataMate.
- If you don't see a new comm port number, the driver is not working. Follow the steps below.
Identify the problem: USB chip or USB driver?
- Open the device manager via the control panel. Or use the command line like this: in Win XP, click Run and enter " devmgmt.msc." In Win 7, enter "devmgmt.msc" in the search field.
- The device manager appears. Look for a yellow warning triangle. It is probably labelled "Other."
- Right click on the item. Choose Properties.
- The Properties dialog appears. Choose the "Details" tab.
- At the top of the Details tab, there is a droplist. Click the droplist and choose "Hardware Ids."
- Two lines of text appear.
- If you see "BE40" embedded in either line, you must update the USB chip in the DataMate. You can find instructions here: Updating the DataMate USB chip.
- If you see "6001" embedded, you must update the latest USB driver. See below.
Installing the latest USB Driver
- Click the Driver Tab.
- Click the Update Driver button.
- Allow Windows to search the internet and update the driver automatically:
- Win 7 searches the internet and installs the driver.
- Win XP shows a dialog. Choose yes to allow a search and click Next. Then choose yes to allow automatic installation, and click Next.
- If Windows has problems installing this driver, use the alternative method below.
Alternative method for installing the USB Driver
- Download the installer program: CDM21216_Setup.exe.
- Run the installer program.