Troubleshooting

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Troubleshooting

Postby Gregory » 15 Feb 2013, 13:41

The following steps, when followed exactly, have solved a variety of TitanOne installation problems in the past. This includes situations where the driver has not installed correctly, the USB Expert Service (ACW Service) is either not installed or cannot be started and when an error message appears indicating that the driver version is incorrect.
  1. Unplug the TitanOne dongle from the USB port.
  2. Go to Programs and Features and uninstall all Avolites software.
    • Start by uninstalling "Titan PC Suite 9.1" which should uninstall all Avolites Titan components.
    • The complete list of software can be found here.
  3. Reboot the computer.
  4. Install the latest version of the Titan PC Suite software.
  5. Reboot the computer.
  6. Plug in the TitanOne dongle.
  7. Start the TitanOne software.
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Gregory
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Drivers

Postby Gregory » 15 Aug 2013, 15:17

Driver installation issues are sometimes caused by plugging in the TitanOne hardware before installing the software. For this reason we would always recommend installing the software before connecting the TitanOne.

To check if your drivers have been installed correctly
From the Start Menu, (if running Windows XP select Run) type in devmgmt.msc and press the Return key to open Device Manager. Check whether you can see the following 2 devices under the Avolites category and that none of them have an exclamation mark shown next to them.
Image
* WinDriver should not appear for version 9 onwards.

Manually installing the drivers
If the devices are shown under Unknown Devices or when right-clicking and going to Properties, the dialog shows that the driver is not installed, please follow these steps:
  1. Download and extract the appropriate USB Expert drivers to your computer:
  2. Open Device Manager and find the TitanOne device that is missing the driver
  3. Right-click on the device and select Update Driver Software... and click Browse my computer for driver software
  4. Click on the Browse... button and select the directory where the drivers were extracted to.
  5. Click Next for Windows to search for the correct driver, once complete click Close and exit Device Manager
  6. Restart the TitanOne software

If running v8.1 or earlier and WinDriver device is missing then install it using the following steps:
  1. Download and extract the appropriate USB Expert drivers to your computer from step 1 above.
  2. Open Device Manager from Control Panel.
  3. From the Action menu select Add legacy hardware.
  4. In the wizard, click Next then select Install the hardware that I manually select from a list (Advanced) and click Next again.
  5. Select Avolites from the list of Common hardware types and click Next.
  6. The correct driver should be shown as WinDriver. If there is more than one option select the one with the highest version number.
  7. Click Next twice to install the driver.
  8. Restart the computer and run the TitanOne software.
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Gregory
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USB Expert

Postby Gregory » 09 Sep 2013, 13:26

USB Expert is used to communicate between the Titan software and the drivers/physical hardware. It comes in two parts, the background service, known as Avolites Expert Usb or Acw Service, which must be running for the Titan software to talk to the hardware and the USB Expert Console which is a diagnostic tool which can be used to view the data being received from the hardware and to update the firmware.

Check that the service is installed
From the Start Menu, (if running Windows XP select Run) type in services.msc and press the Return key. This should display a window similar to the one shown below. Please check whether there is an entry in the list for Avolites Expert Usb.
Image

If the service is listed but not running, right-click on it and select Start, if the service cannot be started or it stops immediately please look at the error log by following the steps below.

Log Viewer Pro
To view the Avolites log files on your computer:
  1. Open Log Viewer Pro from the Start Menu (under Programs > Avolites).
  2. In Log Viewer Pro select File then Open Folders...
  3. Ensure that This Machine is selected and all items are ticked then press Ok.
Image

Once the log files are open scroll through the list checking for any errors relating to USB Expert, note that you can use the Filters at the top to hide all except Critical and Error messages.

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