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Picoscop 4424 can not connect under Win7 64bit

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Picoscop 4424 can not connect under Win7 64bit

Postby skyliang » Thu Apr 24, 2014 2:28 am

Hi,

I have the picoscope 4424 for testing job, now one problem was happened for the connection between this device to PC. Before my computer is winXP system, no any issue for the connection, but now the system has updated to the Win7 64bit, the issue was happen.

Details:
1. Updated the picoscope6 to latest version under Win7 64bit system.

2. Like worked in WinXP, I have connected the USB cable to the computer, and install the drivers, in device manager I can find the hardware PC oscilloscope 4000.

3. Then I open the software picoscope6, but the software can not find the device, and in device manager the hardware PC oscilloscope 4000 was disappearred, meanwhile a new software appear but names "unknown device".

4. unplug and replug the cable one time, then search the device in picoscope6, I can find the device and choose it, but no any action after, "unknown device" will appear again.

Please tell and help me what root reason for this issue, how I can solve it, many thanks.

Sky Liang
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Re: Picoscop 4424 can not connect under Win7 64bit

Postby Martyn » Thu Apr 24, 2014 6:36 am

Which version of the Picoscope 6 software are you using ?
Help->About and post the text from the box

How long have you had the 4424 scope ?
If you post the serial number of the device, the number underneath the bar code, we will be able to work it out.
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Re: Picoscop 4424 can not connect under Win7 64bit

Postby skyliang » Mon Apr 28, 2014 3:26 am

Hi Sir,

Reply your question:
1. I am using the Picoscope 6 version 6.8.11.20.
2. I have used this device four years, the serial number of this device is AV106/095
.

Hope you can help me solve this issue, many thanks.

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Re: Picoscop 4424 can not connect under Win7 64bit

Postby aarne » Mon Apr 28, 2014 8:13 am

skyliang wrote:but now the system has updated to the Win7 64bit

Exactly the same computer, only the newer Windows?
If not, maybe try: other USB cable, other USB port, USB hub with external power supply?
 
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Re: Picoscop 4424 can not connect under Win7 64bit

Postby Martyn » Mon Apr 28, 2014 8:24 am

Can you confirm that it was R6.8.11.20 that worked on the previous PC ?

If not and you still have a working version please check Help->About, and send the text to support@picotech.com
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Re: Picoscop 4424 can not connect under Win7 64bit

Postby skyliang » Tue Apr 29, 2014 2:15 am

Hi Martyn,

I have tested on two PC, one is XP 32bit system, another is Win7 64bit, both are using the R6.8.11.20, On XP condition is no problem, but on Win7 64bit it can not able to connect.

Is it any issue from USB? Now I use the cable is USB2.0 with Picoscop, but the PC under Win7 USB is 3.0, is the issue from here?

Sky
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Re: Picoscop 4424 can not connect under Win7 64bit

Postby Martyn » Tue Apr 29, 2014 8:16 am

Are you using the same blue cable with both systems ?

On the Windows 7 PC can you navigate to

C:\Users\YourLoginname\AppData\Local\Pico Technology\

and send me the files from the long alphanumeric named folders you find there. Please send these to support@picotech.com
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Re: Picoscop 4424 can not connect under Win7 64bit

Postby aarne » Fri May 02, 2014 2:44 pm

Just testing. XP + YSR98/075 (4224) + 6.8.11.20 or 6.8.8.16: Opening device unsuccessful. Error UnknownDeviceError [HardwareVersionNotSupported(304)].

Code: Select all
<?xml version="1.0" encoding="utf-8" standalone="yes"?><document>
    <event time="02.05.14 17:31:15.171" level="Info">Trace opened 02.05.2014.</event>
    <event time="02.05.14 17:31:15.406" level="Info">Using default culture: English (United States).</event>
    <event time="02.05.14 17:31:15.421" level="Info">Splash shown after 421.875ms</event>
    <event time="02.05.14 17:31:15.437" category="InitalDeviceLoadSequence" level="Info">Begin</event>
    <event time="02.05.14 17:31:15.453" level="Info">Using Embedded Resource: Pico.Automotive.Waveforms.VehicleDetails.VehicleDatabase.xml Custom Data Path: C:\Documents and Settings\Aarne\Local Settings\Application Data\Pico Technology\CustomVehicles.xml Downloaded Data Path: C:\Documents and Settings\Aarne\Local Settings\Application Data\Pico Technology\DownloadedVehicleMake.xml</event>
    <event time="02.05.14 17:31:15.750" category="Scanning for USB devices" level="Info">Begin</event>
    <event time="02.05.14 17:31:15.812" category="Scanning for USB devices" level="Info">Found device 0CE9_1009</event>
    <event time="02.05.14 17:31:15.812" category="Scanning for USB devices" level="Info">Complete</event>
    <event time="02.05.14 17:31:15.828" category="Device" level="Info">Attempting to load ps4000.dll</event>
    <event time="02.05.14 17:31:15.875" level="Info">ModuleInitPass Hs</event>
    <event time="02.05.14 17:31:15.875" category="Device" level="Info">Finished loading ps4000.dll</event>
    <event time="02.05.14 17:31:15.875" category="Device" level="Info">Opening device using DLL ps4000.dll</event>
    <event time="02.05.14 17:31:16.437" category="ApplicationInfo" level="Info">Application 'PicoScope 6' (version 6.8.11.20) starting.</event>
    <event time="02.05.14 17:31:16.437" category="ID" level="Info">E505904266384A8D054AB22E1E4F490B</event>
    <event time="02.05.14 17:31:16.437" category="Environment" level="Info">User is not Guest</event>
    <event time="02.05.14 17:31:16.437" category="Environment" level="Info">Administrator Privileges</event>
    <event time="02.05.14 17:31:16.437" category="Environment" level="Info">Running Unrestricted</event>
    <event time="02.05.14 17:31:16.437" category="Environment" level="Info">OS Version - Microsoft Windows NT 5.1.2600 Service Pack 3</event>
    <event time="02.05.14 17:31:16.437" category="Environment" level="Info">.net Version - 2.0.50727.3053</event>
    <event time="02.05.14 17:31:16.437" category="Environment" level="Info">Current Directory - C:\Program Files\Pico Technology\PicoScope6</event>
    <event time="02.05.14 17:31:16.515" category="Environment" level="Info">Manufacturer: System manufacturer, Model: System Product Name</event>
    <event time="02.05.14 17:31:16.515" category="Environment" level="Info">Total Physical Memory 2129768448</event>
    <event time="02.05.14 17:31:17.578" category="Environment" level="Info">Processor Count - 1</event>
    <event time="02.05.14 17:31:17.578" category="Environment" level="Info">CPU0 Intel(R) Core(TM)2 CPU          4400  @ 2.00GHz</event>
    <event time="02.05.14 17:31:17.578" category="Environment" level="Info">CPU0 Architecture: 0, Address Width: 32</event>
    <event time="02.05.14 17:31:17.578" category="Environment" level="Info">Command Line - "C:\Program Files\Pico Technology\PicoScope6\PicoScope.exe" </event>
    <event time="02.05.14 17:31:17.578" category="ApplicationInfo" level="Info">Settings file version - 11.1.0</event>
    <event time="02.05.14 17:31:17.578" category="ApplicationInfo" level="Info">Preferences file version - 2.0.0</event>
    <event time="02.05.14 17:31:17.578" category="ApplicationInfo" level="Info">Probes file version - 1.0.0</event>
    <event time="02.05.14 17:31:17.578" category="ApplicationInfo" level="Info">Data file binary header version - 1</event>
    <event time="02.05.14 17:31:19.859" category="TestMenu" level="Info">Removing</event>
    <event time="02.05.14 17:31:19.859" category="TestMenu" level="Info">No test menu file found</event>
    <event time="02.05.14 17:31:19.859" category="TestMenu" level="Info">Creating</event>
    <event time="02.05.14 17:31:19.859" category="TestMenu" level="Info">Done Create</event>
    <event time="02.05.14 17:31:21.265" category="Device" level="Info">Opening device unsuccessful. Error UnknownDeviceError [HardwareVersionNotSupported(304)]</event>
    <event time="02.05.14 17:31:21.265" category="Device" level="Info">No of Devices Found: 0</event>
    <event time="02.05.14 17:31:21.265" category="InitalDeviceLoadSequence" level="Info">Complete</event>
    <event time="02.05.14 17:31:22.656" level="Info">Splash screen closed after 7656.25ms</event>
    <event time="02.05.14 17:31:23.875" category="Interaction" level="Info">Unregistered () Button.Click</event>
    <event time="02.05.14 17:31:23.875" category="SoftwareUpdates" level="Info">Non-forced update check</event>
    <event time="02.05.14 17:31:23.875" category="SoftwareUpdates" level="Info">Exiting Update Check - Disabled by user</event>
    <event time="02.05.14 17:31:24.703" category="SoftwareUpdates" level="Info">OnShutdown</event>
    <event time="02.05.14 17:31:24.718" level="Info">Using Embedded Resource: Pico.Automotive.Waveforms.VehicleDetails.ECUDatabase.xml Custom Data Path: C:\Documents and Settings\Aarne\Local Settings\Application Data\Pico Technology\CustomECUMake.xml Downloaded Data Path: C:\Documents and Settings\Aarne\Local Settings\Application Data\Pico Technology\DownloadedECUMake.xml</event>
    <event time="02.05.14 17:31:24.843">Trace Closing</event>
</document>

Deleting C:\Documents and Settings\Aarne\Local Settings\Application Data\Pico Technology\64358d19-ef91-48bb-9ae0-3b4689d44d99\* and *.xml files does not change anything.

6.7.40.3 (or 6.8.11.20 with old ps4000.dll) is working properly.

Code: Select all
<?xml version="1.0" encoding="utf-8" standalone="yes"?><document>
    <event time="02.05.14 17:40:47.687" level="Info">Trace opened 02.05.2014.</event>
    <event time="02.05.14 17:40:47.750" level="Info">Using default culture: English (United States).</event>
    <event time="02.05.14 17:40:47.781" level="Info">Splash shown after 265.625ms</event>
    <event time="02.05.14 17:40:47.781" category="InitalDeviceLoadSequence" level="Info">Begin</event>
    <event time="02.05.14 17:40:48.109" category="Scanning for USB devices" level="Info">Begin</event>
    <event time="02.05.14 17:40:48.156" category="Scanning for USB devices" level="Info">Found device 0CE9_1009</event>
    <event time="02.05.14 17:40:48.156" category="Scanning for USB devices" level="Info">Complete</event>
    <event time="02.05.14 17:40:48.187" category="Device" level="Info">Attempting to load ps4000.dll</event>
    <event time="02.05.14 17:40:48.187" category="Device" level="Info">Finished loading ps4000.dll</event>
    <event time="02.05.14 17:40:48.187" category="Device" level="Info">Opening device using DLL ps4000.dll</event>
    <event time="02.05.14 17:40:48.796" category="ApplicationInfo" level="Info">Application 'PicoScope 6' (version 6.7.40.3) starting.</event>
    <event time="02.05.14 17:40:48.953" category="ID" level="Info">E505904266384A8D054AB22E1E4F490B</event>
    <event time="02.05.14 17:40:48.953" category="Environment" level="Info">User is not Guest</event>
    <event time="02.05.14 17:40:48.953" category="Environment" level="Info">Administrator Privileges</event>
    <event time="02.05.14 17:40:48.953" category="Environment" level="Info">Running Unrestricted</event>
    <event time="02.05.14 17:40:49.015" category="Environment" level="Info">Manufacturer: System manufacturer, Model: System Product Name</event>
    <event time="02.05.14 17:40:49.015" category="Environment" level="Info">OS Version - Microsoft Windows NT 5.1.2600 Service Pack 3</event>
    <event time="02.05.14 17:40:49.015" category="Environment" level="Info">.net Version - 2.0.50727.3053</event>
    <event time="02.05.14 17:40:49.015" category="Environment" level="Info">Current Directory - C:\Program Files\Pico Technology\PicoScope6</event>
    <event time="02.05.14 17:40:49.015" category="Environment" level="Info">Total Physical Memory 2129768448</event>
    <event time="02.05.14 17:40:50.078" category="Environment" level="Info">Processor Count - 1</event>
    <event time="02.05.14 17:40:50.093" category="Environment" level="Info">CPU0 Intel(R) Core(TM)2 CPU          4400  @ 2.00GHz</event>
    <event time="02.05.14 17:40:50.093" category="Environment" level="Info">CPU0 Architecture: 0, Address Width: 32</event>
    <event time="02.05.14 17:40:50.093" category="Environment" level="Info">Command Line - "C:\Program Files\Pico Technology\PicoScope6\PicoScope.exe" </event>
    <event time="02.05.14 17:40:50.093" category="ApplicationInfo" level="Info">Settings file version - 11.1.0</event>
    <event time="02.05.14 17:40:50.093" category="ApplicationInfo" level="Info">Preferences file version - 2.0.0</event>
    <event time="02.05.14 17:40:50.093" category="ApplicationInfo" level="Info">Probes file version - 1.0.0</event>
    <event time="02.05.14 17:40:50.093" category="ApplicationInfo" level="Info">Data file binary header version - 1</event>
    <event time="02.05.14 17:40:51.062" category="TestMenu" level="Info">Removing</event>
    <event time="02.05.14 17:40:51.062" category="TestMenu" level="Info">No test menu file found</event>
    <event time="02.05.14 17:40:51.062" category="TestMenu" level="Info">Creating</event>
    <event time="02.05.14 17:40:53.640" category="Device" level="Info">Opening device successful. Error NoError.</event>
    <event time="02.05.14 17:40:53.640" category="Device" level="Info">Device opened YSR98/075: PS4000 PS4224 PS4000</event>
    <event time="02.05.14 17:40:53.640" category="Device" level="Info">Attempting to load ps4000.dll</event>
    <event time="02.05.14 17:40:53.640" category="Device" level="Info">Finished loading ps4000.dll</event>
    <event time="02.05.14 17:40:53.640" category="Device" level="Info">Opening device using DLL ps4000.dll</event>
    <event time="02.05.14 17:40:53.640" category="Device" level="Info">Opening device unsuccessful. Error UnitNotFound</event>
    <event time="02.05.14 17:40:53.656" category="Device" level="Info">No of Devices Found: 1</event>
    <event time="02.05.14 17:40:53.656" category="Device" level="Info">Device selected: PS4224, YSR98/075</event>
    <event time="02.05.14 17:40:53.656" level="Info">Driver: ps4000.dll Version: 1.2.0.88</event>
    <event time="02.05.14 17:40:53.656" level="Info">Kernel driver: picopp.sys Version: 1.2.0.88</event>
    <event time="02.05.14 17:40:53.656" category="InitalDeviceLoadSequence" level="Info">Complete</event>
    <event time="02.05.14 17:40:53.843" level="Info">Splash screen closed after 6328.125ms</event>
    <event time="02.05.14 17:40:54.609" level="Info">Creating window Blackman.32768</event>
    <event time="02.05.14 17:40:55.171" category="UI" level="Info">Viewport entered (id: 0)</event>
    <event time="02.05.14 17:40:55.312" category="UI" level="Info">Measurement FontSize Combo changed, now index 0, value 7</event>
    <event time="02.05.14 17:40:55.734" category="Interaction" level="Info">Trigger.Type.SelectedIndex=0</event>
    <event time="02.05.14 17:40:55.750" level="Info">Trigger set to : NonAdvancedEdge</event>
    <event time="02.05.14 17:40:55.843" level="Info">Source/Channel Index Changed to 0</event>
    <event time="02.05.14 17:40:55.859" level="Info">Trigger Direction set to Entering</event>
    <event time="02.05.14 17:40:56.031" category="UI" level="Info">CollectionTimeCombo changed to 5 ms/div</event>
    <event time="02.05.14 17:40:56.140" category="PowerManagement" level="Info">Probe light manager changed light state to True</event>
    <event time="02.05.14 17:40:56.281" level="Info">Trigger set to : NonAdvancedEdge</event>
    <event time="02.05.14 17:40:56.312" category="SoftwareUpdates" level="Info">Non-forced update check</event>
    <event time="02.05.14 17:40:56.312" category="SoftwareUpdates" level="Info">Exiting Update Check - Disabled by user</event>
    <event time="02.05.14 17:40:59.500" category="SoftwareUpdates" level="Info">OnShutdown</event>
    <event time="02.05.14 17:41:00.171">Trace Closing</event>
</document>
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Re: Picoscop 4424 can not connect under Win7 64bit

Postby alan » Sat May 03, 2014 5:19 am

Martyn can better advise than me on this, but the trace file extract has mention of files from PicoScope automotive.

The PicoScope 4424 is not an automotive scope so will not work with the automotive software. If when you start the software the splash screen says PicoScope Automotive then uninstall this and download standard PicoScope from this site (tab above).
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Re: Picoscop 4424 can not connect under Win7 64bit

Postby aarne » Sat May 03, 2014 5:51 am

I uninstall/remove (very old) Automotive software, but maybe it is Pico.Automotive.Waveforms.DLL (from "normal" software, not from Automotive), which locates these *.xml files? I think.
Or this answer was not for me?

Snap4.png
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Re: Picoscop 4424 can not connect under Win7 64bit

Postby skyliang » Mon May 05, 2014 2:07 am

Hi Martyn,

I have find the trace file and send to you, you can see the record inside:

"<event time="24/04/14 09:43:14.987" category="Device" level="Info">Opening device unsuccessful. Error UnknownDeviceError [PowerManager(79)]</event>
<event time="24/04/14 09:43:14.991" category="Device" level="Info">No of Devices Found: 0</event>"

Pleae you can help me, thanks a lot.
PS: I use the same cable on XP and Win7 condition.


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Re: Picoscop 4424 can not connect under Win7 64bit

Postby Martyn » Tue May 06, 2014 6:21 am

Skyliang, This is likely to be the USB cable not providing sufficient power. Try other ones, especially the higher specification blue USB cable we provide with the units.

Aarne, Please contact support@picotech.com we have a test dll we would like you to try
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Re: Picoscop 4424 can not connect under Win7 64bit

Postby aarne » Sat May 24, 2014 10:33 am

Martyn wrote:Aarne, Please contact support@picotech.com we have a test dll we would like you to try

The PicoScope beta 6.9.5.2 is working properly.
Thanks!
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