Picoscop 4424 can not connect under Win7 64bit

[skyliang]

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

[Martyn]

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.

[skyliang]

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.

Sky Liang

[aarne]

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?
 

[Martyn]

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

[skyliang]

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

[Martyn]

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

[aarne]

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

    Trace opened 02.05.2014.
    Using default culture: English (United States).
    Splash shown after 421.875ms
    Begin
    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
    Begin
    Found device 0CE9_1009
    Complete
    Attempting to load ps4000.dll
    ModuleInitPass Hs
    Finished loading ps4000.dll
    Opening device using DLL ps4000.dll
    Application 'PicoScope 6' (version 6.8.11.20) starting.
    E505904266384A8D054AB22E1E4F490B
    User is not Guest
    Administrator Privileges
    Running Unrestricted
    OS Version - Microsoft Windows NT 5.1.2600 Service Pack 3
    .net Version - 2.0.50727.3053
    Current Directory - C:\Program Files\Pico Technology\PicoScope6
    Manufacturer: System manufacturer, Model: System Product Name
    Total Physical Memory 2129768448
    Processor Count - 1
    CPU0 Intel(R) Core(TM)2 CPU          4400  @ 2.00GHz
    CPU0 Architecture: 0, Address Width: 32
    Command Line - "C:\Program Files\Pico Technology\PicoScope6\PicoScope.exe" 
    Settings file version - 11.1.0
    Preferences file version - 2.0.0
    Probes file version - 1.0.0
    Data file binary header version - 1
    Removing
    No test menu file found
    Creating
    Done Create
    Opening device unsuccessful. Error UnknownDeviceError [HardwareVersionNotSupported(304)]
    No of Devices Found: 0
    Complete
    Splash screen closed after 7656.25ms
    Unregistered () Button.Click
    Non-forced update check
    Exiting Update Check - Disabled by user
    OnShutdown
    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
    Trace Closing

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

    Trace opened 02.05.2014.
    Using default culture: English (United States).
    Splash shown after 265.625ms
    Begin
    Begin
    Found device 0CE9_1009
    Complete
    Attempting to load ps4000.dll
    Finished loading ps4000.dll
    Opening device using DLL ps4000.dll
    Application 'PicoScope 6' (version 6.7.40.3) starting.
    E505904266384A8D054AB22E1E4F490B
    User is not Guest
    Administrator Privileges
    Running Unrestricted
    Manufacturer: System manufacturer, Model: System Product Name
    OS Version - Microsoft Windows NT 5.1.2600 Service Pack 3
    .net Version - 2.0.50727.3053
    Current Directory - C:\Program Files\Pico Technology\PicoScope6
    Total Physical Memory 2129768448
    Processor Count - 1
    CPU0 Intel(R) Core(TM)2 CPU          4400  @ 2.00GHz
    CPU0 Architecture: 0, Address Width: 32
    Command Line - "C:\Program Files\Pico Technology\PicoScope6\PicoScope.exe" 
    Settings file version - 11.1.0
    Preferences file version - 2.0.0
    Probes file version - 1.0.0
    Data file binary header version - 1
    Removing
    No test menu file found
    Creating
    Opening device successful. Error NoError.
    Device opened YSR98/075: PS4000 PS4224 PS4000
    Attempting to load ps4000.dll
    Finished loading ps4000.dll
    Opening device using DLL ps4000.dll
    Opening device unsuccessful. Error UnitNotFound
    No of Devices Found: 1
    Device selected: PS4224, YSR98/075
    Driver: ps4000.dll Version: 1.2.0.88
    Kernel driver: picopp.sys Version: 1.2.0.88
    Complete
    Splash screen closed after 6328.125ms
    Creating window Blackman.32768
    Viewport entered (id: 0)
    Measurement FontSize Combo changed, now index 0, value 7
    Trigger.Type.SelectedIndex=0
    Trigger set to : NonAdvancedEdge
    Source/Channel Index Changed to 0
    Trigger Direction set to Entering
    CollectionTimeCombo changed to 5 ms/div
    Probe light manager changed light state to True
    Trigger set to : NonAdvancedEdge
    Non-forced update check
    Exiting Update Check - Disabled by user
    OnShutdown
    Trace Closing

[alan]

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).

[aarne]

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?

[skyliang]

Hi Martyn,

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

"Opening device unsuccessful. Error UnknownDeviceError [PowerManager(79)]
No of Devices Found: 0"

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


The message has been sent to you by mail.

[Martyn]

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

[aarne]

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!