Calling all computer wizards for help (EncorePRO issues...)

Xian · Post by **Xian** » Tue May 22, 2007 8:55 pm

Soooo frustrated with my EncorePRO 1.8i software and card reader...

I received my software and card reader not even a month ago, installed them on my laptop as per instructions found in this forum, added the PRO analyzer and was thrilled with being able to finally read my data, for about 2 weeks...

Suddenly my card reader could not be read any longer... I de-installed everything and tried to re-install the EncorePRO and ran into an "error" message... I was prompted to call the manufacturer for support but, given that I am not an approved user (doctor, DME...), I doubt they'll give me the time of the day...

I then tried to install the software on my other computer (a desktop). It worked. I also installed the card reader driver from the EncorePRO software (USB DT-3500) and everything seemed OK, the system rebooted and I finally plugged the card reader in (as per instructions found here in the forum). But again, the card reader could not be found by the EncorePRO software, and no data could be downloaded (and I get a red light when I put the smart card in the reader.)

I went to great length to get a CPAP that gave me data, and spent money getting the software and the card reader, all for 2 weeks of data!!! That alone could lower the quality of my sleep!!!

If anyone has any idea what could be wrong (and how to fix it), I will be so greatfull....

Thanking you all for your help,

Xian

dsm · Post by **dsm** » Tue May 22, 2007 9:00 pm

The 1st thought that comes to mind is that in Encore Pro you can set what device is to be used for data download.

Can't recall the exact menu item but there is one.

Am sure some others who have recently done this can recall.

Good luck

DSM

jskinner · Post by **jskinner** » Tue May 22, 2007 9:06 pm

Xian wrote:Suddenly my card reader could not be read any longer... I de-installed everything and tried to re-install the EncorePRO and ran into an "error" message...

What was the exact error message that you received?

Xian wrote: But again, the card reader could not be found by the EncorePRO software, and no data could be downloaded (and I get a red light when I put the smart card in the reader.)

If you go into the preferences of Encore Pro is it configured for the USB Cardreader?

-james

Xian · Post by **Xian** » Tue May 22, 2007 9:20 pm

The error message I get when I try to download data is "smartcard reader not detected".

I checked on the preference menu and I am indeed set up for a USB device, COM1...

Could it be that the card reader itself os broken or defective? (can't remember dropping it, but...). That still would not explain why I cannot re-install the EncorePRO software on my laptop...

Thanks!

gknee · Post by **gknee** » Tue May 22, 2007 9:42 pm

Xian,

By any chance did you install both drivers, for USB & PCMCIA? When I did that I had problems with the reader being recognized. My solution was to uninstall all drivers, reboot, and then reinstall just the USB driver. Hope this helps!

- Jeanne

JohnMudie · Post by **JohnMudie** » Wed May 23, 2007 2:05 am

Xian wrote: Suddenly my card reader could not be read any longer... I de-installed everything and tried to re-install the EncorePRO and ran into an "error" message...

I went through a very frustrating period when neither of my two computers would read Smartcards. So out of my experience I have started writing two articles in our Sleep Apnea Wiki (Thanks James for starting it.) They are at

http://sleepapnea.wikia.com/wiki/Smartcard_Reader

and

http://sleepapnea.wikia.com/wiki/Smartcard

Hope they help

John M

wolftracker · Post by **wolftracker** » Wed May 23, 2007 3:21 am

where did you plug the reader into

you must plug it into the usb port you first installed it in

and second

you must plug it directly into the computer ... not using a usb hub

something about the power from a hub is not enuf for the reader

under preferences ... system setting make sure usb is selected

also what operting system are you using
that matters

Xian · Post by **Xian** » Wed May 23, 2007 12:07 pm

Third trial to send a response... Boy, am I cursed with computers or what? (I got an error message when I tried to reply earlier...)

To summarize, thanks for the link to the article and for the advice. I believe I only installed a USB device, but it may be that I plug the card reader in the wrong port (The preference menu shows USB on COM 1, but I am not sure which it is, and did not think it was relevant, as I believe I plugged the card reader in different ports on my laptop, which worked) I will try other ports tonight, and see what happens...

To answer an other question, my OS is XP for both my lap top and my desktop.

Finally, how can one make sure a software/hardware is fully uninstalled? I believe the reason I cannot re-install my EncorePRO on my laptop is that the uninstallation I did when I first started having problems was not complete... I since went back to my "add/remove software/hardware" menu on my laptop, and could not see anything pertaining to EncorePRO, the card reader or Pro Analyzer, but I am not sure that is completely true, especially if there are sub-program with a more obscure name... (I have a lot of design software on that laptop, and I am not always sure what is what on the menu!)

Thanks again for your tips.

Xian

wolftracker · Post by **wolftracker** » Wed May 23, 2007 2:03 pm

USB ... COM1 ...

I believe you are mis understanding something about this...

under preference system settings
there is a listed for smart card reader
serial
usb
pcmcia

then there is a spot for
direct device connection .. com1

i dont believe one has anything to do with the other
but believe us ... on the usb port ... hubs dont seem to
work with encore pro
and if you install the reader on one port ... if you try to
plug it into another port differnt then the one you installed it on
it will not see it ... this is from expericience ...

other usb devices can be plugged into almost any port
but this smart card reader can not be

my .02 take it or leave it
wolf

Xian · Post by **Xian** » Wed May 23, 2007 2:15 pm

I'll take your $0.02!

And you are correct, I probably am misunderstanding a few things... For example, I thought the COM 1 , COM 2 etc... were names for each USB port... If that's the case, I can try several combination COM X and USB port and find (hopefully) the magic combination! That's the only way I can understand that stuff about plugging the card reader in the USB port you installed it to... As I installed EncorePRO, and the card reader driver (from the Encore PRO disc), I was never prompted to choose a port, and my card reader was not plugged in yet (only plugged in after the system rebooted). So, how am I supposed to know which USB port is "reserved" for my card reader? (unless I completely misundertand what that COM X stands for...)

I do not think I have a USB "hub", all the USB ports I have are directly on the computers...

To be continued...

jskinner · Post by **jskinner** » Wed May 23, 2007 2:20 pm

COM Ports are completely different than USB Ports. If you have Encore Pro setup to use a COM port than that may be your problem. You need to tell it to use USB , not a COM port.

Goofproof · Post by **Goofproof** » Wed May 23, 2007 2:31 pm

Com Ports are serial ports, Encore Pro needs USB selected, Com 1 is also selected incase you use the junk serial ports. Use the same USB port all the time. Jim

wolftracker · Post by **wolftracker** » Wed May 23, 2007 2:35 pm

jim

the pref shows com1 as the default for direct connect ..
ie plugging the computer into the cpap machine

i dont believe clicking usb ... will have any effect on the com1
comx does not mean anything when using usb

now for putting ur card reader into a usb port
the one you first put it into after installing the drives is the only one
you can use ....

and it can not be one on a hub ... if you dont have a hub
and are plugging directly into the laptop ... always use the same
port to put the reader in

Xian · Post by **Xian** » Wed May 23, 2007 2:51 pm

I definitely have the USB option clicked in by the way. So, now I know something new... COM 1 etc.. have nothing to do with USB ports. Thanks!

Now, the problem is still there that, from the first time I plugged the card reader in my desktop, I got the error message (card reader not detected). So, that first port/only port thing does not seem to be my problem, unless it was indeed a hub... My desktop did not come with USB ports, so I added a "card" with a few USB port on it that I use for my mouse etc... Is that consider a hub, even though it is now inside my hard drive??? When that option did not work, I also used an USB adaptor (transforms a single round plug -- I am so technical... -- into a USB port, which I will assume is not a hub) and that did not work either.

Q1: if you first connected to a hub, leading to an error, can you undo? Do you need to remove the driver and how do you do that? Do you need to remove the all thing (encorePRO...)?

Q2: can the USB adaptor thingy work? (I will use that the first time around next time if I get positive answers to Q1), or am doomed to not being able to use my desk top?

Q3: why can't I re-install the EncorePRO software on my desktop (has 3 regular, non hub, USB port)??? It would be so much easier...

Thanks again,

Xian

jskinner · Post by **jskinner** » Wed May 23, 2007 3:24 pm

Xian wrote:Now, the problem is still there that, from the first time I plugged the card reader in my desktop, I got the error message (card reader not detected).

Do you have a drive installed for the Card Reader? If so are you sure that you have the correct one installed. You CAN NOT use the one that came with the card reader it will not work.

Xian wrote: Is that consider a hub, even though it is now inside my hard drive???

If its really inside your hard drive then I think that might be the problem Sorry I couldn't resist...

Xian wrote: When that option did not work, I also used an USB adaptor (transforms a single round plug -- I am so technical... -- into a USB port, which I will assume is not a hub) and that did not work either.

I'm not sure what this adapter is but please don't use it. Plug the card reader into the USB card that you added to your PC.

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Additional Comments: Getting tired of feeling exhausted so often during the day and having to nap

Calling all computer wizards for help (EncorePRO issues...)

Calling all computer wizards for help (EncorePRO issues...)

Re: Calling all computer wizards for help (EncorePRO issues.

Re: Calling all computer wizards for help (EncorePRO issues.

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