PicoScope removes USB-Oscilloscope

I hope the title is suitable.

I'm experiencing a problem with mit USB Oscilloscope. If I connect it with the PC it's found and shown in the Device manager under "Pico Technology Instruments" (It's a 3000 Series, 3403D). As soon as I start the PicoScope Software it removes the device from the list and shows "no suitable device found". The trace.xml shows like this:

Code: Select all

<event time="01.02.17 13:35:47.659" level="Info">Trace opened 01.02.2017.</event>
  <event time="01.02.17 13:35:47.722" level="Info">Using default culture: German (Germany).</event>
  <event time="01.02.17 13:35:47.976" level="Info">Splash shown after 920,7237ms</event>
  <event time="01.02.17 13:35:47.986" category="InitalDeviceLoadSequence" level="Info">Begin</event>
  <event time="01.02.17 13:35:47.987" category="Temp Files" level="Info">Cleanup</event>
  <event time="01.02.17 13:35:47.988" category="ApplicationInfo" level="Info">Application 'PicoScope 6' (version 6.11.12.1692) starting.</event>
  <event time="01.02.17 13:35:47.988" category="ID" level="Info">9F493E00AA639BB6FEE54A030F4734F7</event>
  <event time="01.02.17 13:35:47.988" category="Environment" level="Info">User is not Guest</event>
  <event time="01.02.17 13:35:47.989" category="Environment" level="Info">No Administrator Privileges</event>
  <event time="01.02.17 13:35:47.989" category="Environment" level="Info">Running Unrestricted</event>
  <event time="01.02.17 13:35:47.989" category="Environment" level="Info">OS Version - Microsoft Windows NT 6.1.7601 Service Pack 1</event>
  <event time="01.02.17 13:35:47.989" category="Environment" level="Info">.net Version - 4.0.30319.42000</event>
  <event time="01.02.17 13:35:47.989" category="Environment" level="Info">Current Directory - C:\Program Files (x86)\Pico Technology\PicoScope6</event>
  <event time="01.02.17 13:35:47.990" category="Scanning for USB devices" level="Info">Begin</event>
  <event time="01.02.17 13:35:48.001" category="Environment" level="Info">Manufacturer: Dell Inc., Model: OptiPlex 7020</event>
  <event time="01.02.17 13:35:48.002" category="Environment" level="Info">Total Physical Memory 8529334272</event>
  <event time="01.02.17 13:35:48.137" category="Scanning for USB devices" level="Info">Found device 0CE9_1213</event>
  <event time="01.02.17 13:35:48.137" category="Scanning for USB devices" level="Info">Complete</event>
  <event time="01.02.17 13:35:48.144" category="Device" level="Info">Attempting to load ps3000a.dll</event>
  <event time="01.02.17 13:35:48.170" level="Info">ModuleInitPass Hs</event>
  <event time="01.02.17 13:35:48.170" category="Device" level="Info">Finished loading ps3000a.dll</event>
  <event time="01.02.17 13:35:48.170" category="Device" level="Info">Opening device using DLL ps3000a.dll</event>
  <event time="01.02.17 13:35:49.055" category="Environment" level="Info">Processor Count - 1</event>
  <event time="01.02.17 13:35:49.055" category="Environment" level="Info">CPU0 Intel(R) Core(TM) i5-4590 CPU @ 3.30GHz</event>
  <event time="01.02.17 13:35:49.055" category="Environment" level="Info">CPU0 Architecture: 9, Address Width: 64</event>
  <event time="01.02.17 13:35:49.055" category="Environment" level="Info">Command Line - "C:\Program Files (x86)\Pico Technology\PicoScope6\PicoScope.exe"</event>
  <event time="01.02.17 13:35:49.055" category="ApplicationInfo" level="Info">Settings file version - 11.2.0</event>
  <event time="01.02.17 13:35:49.055" category="ApplicationInfo" level="Info">Preferences file version - 2.0.0</event>
  <event time="01.02.17 13:35:49.055" category="ApplicationInfo" level="Info">Probes file version - 1.0.0</event>
  <event time="01.02.17 13:35:49.055" category="ApplicationInfo" level="Info">Data file binary header version - 1</event>
  <event time="01.02.17 13:35:49.920" category="TestMenu" level="Info">Removing</event>
  <event time="01.02.17 13:35:49.921" category="TestMenu" level="Info">No test menu file found</event>
  <event time="01.02.17 13:35:49.922" category="TestMenu" level="Info">Creating</event>
  <event time="01.02.17 13:35:49.922" category="TestMenu" level="Info">Done Create</event>
  <event time="01.02.17 13:35:58.221" category="Device" level="Info">Opening device unsuccessful. Error UnitNotFound</event>
  <event time="01.02.17 13:35:58.222" category="Device" level="Info">No of Devices Found: 0</event>
  <event time="01.02.17 13:35:58.222" category="InitalDeviceLoadSequence" level="Info">Complete</event>


I uninstalled driver and software and reinstalled it, but that doesn't solve the problem. Doesn't matter if software form the CD or newest update from the website. OS is Windows 7, PC a DELL Optiplex 7020. No other USB devices on USB Controller,but mouse and keyboard. Connected with a Intel USB 3.0-Port and the cable out of the box.

best regards
Felix

Hello Felix,

Please check that your USB chipset drivers are up to date (these can be obtained from the Dell Support pages).

It might also be a case of insufficient power for the power-up process when the connection to the device is opened. Are you able to try a different USB cable or powered USB hub?

Does the PicoScope have any issues on another PC?

Regards,

Thanks.

Updating the chipset and USB 3.0 driver from the DELL Homepage fixed it. The following happened (just so you know):
After rebooting after installing, I put in the USB 3.0 cable from PicoScope and it showed up in the device manager like before. After starting PicoScope it disappeared again, but now the symbol and tooltip for "installing new device" showed up and it installed the PicoScope driver again successfully it seems and It was recognized by the Pico-Software and is working.

Btw.: the bug didn't happen always before. After trying a lot and writing the topic I just tried again yesterday (before installing new drivers for chipset and USB) and is suddenly surprisingly worked. After that in the morning today (also before installing new drivers) it didn't work again.

thanks again for the help.

best regards

Felix

Hi Felix,

Good to hear that the updated chipset drivers have resolved the issue

Regards,