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C3 or C6p Troubleshooting and Setup
C3 or C6p Troubleshooting and Setup

The C3 or C6p is unable to connect to the C-SOFT, Computer, or Datalogger

Updated over a month ago

Notice on Connectivity Issues with C3 and C6p Instruments

Should your C3 and C6p instruments experience connectivity issues with external devices over time, feel free to run through our diagnostics. To assist in diagnosing the root cause of these issues—whether it stems from the cable, the computer, or the instrument itself—we have developed a series of troubleshooting steps. These steps will help you pinpoint the specific area responsible for the connection problem.
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​Note: It's crucial to follow the steps in the specified order. Deviating from this procedure may prevent the connection from being established successfully.

Areas to confirm before troubleshooting

Text version of Main C3 / C6p troubleshooting pathway:

Please follow these troubleshooting steps to see if they resolve the issue.

  1. Ensure everything is unplugged.

  2. Plug only the communication cable to the computer to see if computer can recognize the cable in device manager. (Cable looks like the first two images but combined: This is a guide to the C3 cables and their uses (turnerdesigns.com))

  3. Plug C6P/C3 to communication cable.

  4. Then plug power supply to the communication cable connected to the C3/ C6p.

  5. Watch for C6P/C3 to flash a light from the sensor and see if it shuts off.
    (UV sensors are best seen with a piece of blank white paper held in front)

  6. Unplug power supply from communication cable.

  7. Run C-SOFT.

  8. Plug in power to C3/C6P

  9. See if C-SOFT initializes after 10 minutes. (on instruments with lots of saved data, it can take an hour). The connection icon, located on the upper right of the screen, will turn green if connected. If the connection icon does not turn green, disconnect and reconnect power.

  10. When in the tab for Current Data, do you see any data streaming?

If C3 or C6p fails to initialize on C-SOFT, please contact support.

After following our workflow map, here is the directory below for expanded instructions from where you need help the most on the C3/ C6p.

Software Download Setup

This step assumes that the download has completed and the file is now available on your computer. If the file is missing or if the download was canceled, please check your firewall and antivirus settings to ensure that our website is whitelisted and that the download is permitted.

  1. Are you running a computer or a laptop?

    1. Computer

    2. Laptop

      1. Laptops such as the Windows Surface Series or Apple Macbooks are not compatible with the C-SOFT Software. If you have another laptop, please try running the software on it.

  2. Are there any popup messages being displayed when attempting to run the C-SOFT software?

    1. Yes it says unable to find location of software.

    2. No I am unable to see any popup messages.

    3. COM Port is Invalid (Head over to Device Manager Setup)

    4. I have C-SOFT installed and need assistance with the C3/C6P (Return to main troubleshooting pathway or use C-SOFT Program Setup)

  3. Are you able to see files located inside your computer? You can navigate to your local device storage found using this path: C:\Program Files (x86)\C-SOFT

    1. Yes I can see the files

      1. Please select the C-Soft file to run. For ease of access in the future, make a shortcut from that file to save onto your desktop or your taskbar. (Return to main troubleshooting pathway)

    2. No I cannot see the files

      1. It is possible that your anti-virus software is deleting the files. Please contact your administrator or anti-virus software to whitelist the file from deletion.

Device Manager Setup

Connection Requirements

  • You need to have a C3/ C6p communication cable or interface cable to plug into the computer

  • Computer user has administrative privileges enabled

  • Device Manager is enabled

  • Ports Settings are showing on the Device Manager

The COM port setting can be viewed in the computer’s Device Manager window.

  1. Open up device manager and view ports

  2. Plug in the C3/C6p communication cable and watch to see if the Device Manager window updates

  3. A USB serial port should now be visible in the space where it was previously not there. In image example above, it is on COM 3

  4. If the USB shows a value other than a number 1-8. Right click the USB serial port and select Properties.

  5. Select the tab Port Settings then click advanced.

  6. Click the drop-down menu for COM Port Number to change the number to between 1-6 and then press ok. C3 and C6p can only connect to C-SOFT and computer on COM Ports between 1 and 6.

If any steps are blocked for troubleshooting your Device Manager, you will need to have administrative privileges to enable this. Additionally, if you are unable to find the port settings on the Device Manager, you may need to download legacy software on your Device Manager. We recommend taking a look at this Microsoft forums: Ports and com not showing up in Device manager even after view show - Microsoft Community

C-SOFT Program Setup

Connection Requirements

  • You need to have a C3/ C6p communication cable or interface cable to plug into the computer

  • Computer user has administrative privileges enabled

  • Previous step with Device Manager is finished

  • Computer User knows what COM port the C3/C6p communication cable is on

  1. After running through the Main C3 / C6p troubleshooting pathway, C-SOFT still does not initialize or it stops midway.

  2. If the connection icon does not turn green, disconnect and reconnect power.

  3. Confirm COM port selection is the same as previously identified from Device Manager
    ​

  4. Verify that the screen has a Connected Green light.

  5. Check C3/ C6p firmware by selecting the Help tab.

  6. Select C-SOFT drop down option

  7. A new window will appear to indicate the serial number on the C3 or C6p and the firmware version. C3/C6p Normal firmware is 2.20 and Integrator firmware is 2.22

    1. Normal Firmware is the only one that allows for internal datalogging. Integrator firmware is for outputting data only.

  8. Set Unit clock on the C3 or C6P

  9. Select Current Data Tab to ensure C3/C6p lights come on and data is streaming.

  10. If optional wiper is on your C3/ C6p, verify that the wiper moves

  11. Check Downloading Capabilities if applicable, only available on C3/C6p standard firmware 2.20

  12. Select Download Data. This step may take up to 10 minutes to an hour depending on file size.

    1. As a side, if the C3 shows connected, but nothing is downloading, try switching COM ports as that can be a false connection caused by another program attempting to use the same port. Example, C3 is on COM Port 3, switch to COM Port 4.

  13. When download has completed choose the files to be saved by clicking the “Save” box.

  14. Users will be prompted to choose a folder location where data will be saved.

  15. Files will be saved in .csv format.

    1. Good file saves should look like image below

    2. Bad files or corrupted files can look like this

If at any point previous to step 15 on C-SOFT, the instrument does not initialize, contact Turner Designs Support team for next steps on repairs or troubleshooting.



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