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Instrument Not Detected by Software Troubleshooting Guide 

Use the steps below as a troubleshooting guide. 

Step 1: Ensure Your Instrument is Powered ON 

  1. Make sure the instrument is switched on before launching the software. 
  2. Exit the software before turning off the instrument. 
  3. Look for the blue LED light below the module doors to confirm the instrument is on. 

Step 2: Check for Recent Software Upgrade

  1. If you’ve recently upgraded the software, re-launch it. 
  2. According to the Release Notes, a second restart might be needed for the software to recognize the instrument. 

Step 3: Power Cycle the Instrument and Computer

  1. Turn both the instrument and computer off, then back on. If the issue persists, proceed to the next steps. 
  2. When powering back on, switch on the instrument first, followed by the computer. 

Step 4: Inspect the Ethernet Cable

  1. Ensure the Ethernet cable is undamaged and securely connected to both the instrument and computer. 
  2. Disconnect the cable, inspect it for damage, and check that the locking clips/tabs are intact. 
  3. Reconnect the cable, ensuring you hear a click when it’s fully seated. Make sure it’s connected to the correct port on the computer (labeled “Instrument” or indicated by a sticker). 

   

Still need help?

Click on the button below to directly open a support case. Upload your system log report to the case and add any relevant detail from the troubleshooting questions to the case description.  

Open a Technical Support case

 

 

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