Knowledgebase:
ResponseLink and ResponsePad Troubleshooting
Posted: 08 January 2016 09:36 AM

Step-by-step

  1. Verify that OMBEA Response is installed and closed.
  2. Plug in the ResponseLink.
  3. Verify that the green LED on the ResponseLink is lit to confirm that the ResponseLink has power. If it is lit proceed to step 4. If it is not lit this typically indicates a faulty/glitching USB port or broken USB cable. In this case proceed to step 11.
  4. Allow the ResponseLink driver be automatically installed if not already installed, this may take a moment.
  5. Open OMBEA Response.
  6. Click the ResponsePad button on the OMBEA Response ribbon. At the top of the panel that opens up you will see the text ResponseLink Status:Connected/Disconnected. This indicates if OMBEA Response has detected the ResponseLink or not.
    1. If the status is Connected, proceed to step 7.
    2. If the status is Disconnected proceed to step 10.
  7. Verify that the ResponsePad and ResponseLink are configured with the same channels by starting Poll Test mode and pressing any numeric button on the ResponsePad.
    1. A successful poll test is indicated by the green LED being flashed once on the ResponsePad in which case the problem should now have been resolved.
    2. If the ResponsePad does not get a response from the ResponseLink the yellow LED on the ResponsePad keeps flashing during several seconds followed by the red LED being flashed once. This usually indicates a channel configuration mismatch. Proceed to step 8.
  8. Start Synchronization mode and synchronize the ResponsePad by holding down the yellow button for approximately 5 seconds until the yellow LED on the ResponsePad starts flashing rapidly.
    1. ´┐╝If the synchronization was successful (indicated by the green LED on the ResponsePad being flashed once), the problem should now have been resolved. This can also be double checked by performing a second poll test as described in step 7.
    2. If the synchronization was unsuccessful (indicated by the red LED on the ResponsePad being flashed once) proceed to the next step.
  9. Switch to a different ResponsePad and restart troubleshooting starting from step 7 to check if the problem was caused by a malfunctioning ResponsePad. If the same problem occurs with at least two more ResponsePads proceed to step 10.
  10. This step may require Administrator rights. Close OMBEA Response and open the Windows Device Manager from the Windows Control Panel. Expand the Universal Serial Bus Controllers Device Manager folder.
    1. If the ResponseLink driver is properly installed the ResponseLink connected to the USB port is listed as two devices, OMBEA USB Device A and OMBEA USB Device B. If both devices are listed proceed to step 11.
    2. If none or only one of the two above devices are listed the missing device(s) may sometimes be listed in the Device Manager Other devices folder as Unknown device. A yellow question mark is also displayed next to the device.
      1. This may be an indication that the USB cable is broken. However please note that if Windows is being run in a virtual machine (e.g, Bootcamp, Parallells or VMWare on a Mac) it’s more likely that it’s not a broken USB cable but instead manual driver installation is required.
      2. Manually install the driver by right-clicking on the Unknown ResponseLink device in the Device Manager, click Update Driver in the context menu and then manually specify the folder of the ResponseLink driver package by browsing to it. The ResponseLink driver package folder name is “CDM20814_WHQL_Certified_OMBEA” and is located in the OMBEA Response installation folder (E.g, C:\Program Files\OMBEA\OMBEA Response\CDM20814_WHQL_Certified_OMBEA).
      3. If both devices were listed as “Unknown” make sure this is done for both devices. If the manual driver installation was successful verify that the problem now have been resolved by starting over from step 1. If none of the two above devices were listed as Unknown device proceed to step 11.
  11. Connect the ResponseLink to a different USB port. To see if the problem was caused by a faulty/glitching USB port start over troubleshooting (starting with step 1). If using a different USB port did not resolve the problem proceed to step 12.
  12. Switch USB cable. To see if the problem was caused by a broken USB cable start over troubleshooting (starting with step 1). If switching USB cable did not resolve the problem proceed to step 13.
  13. If possible switch computer to see if the problem only occurs on one specific computer. If the problem occurs only on one specific computer uninstall OMBEA Response from that computer, reinstall it and reboot the computer and start over troubleshooting from step 1, If the problem remains there may be a more general problem with the USB ports of the computer. Please note that ResponseLink requires a USB 2.0 or USB 3.0 port. USB 1.1 is not supported. Proceed to step 14.
  14. Ensure that the computer is connected to the Internet and send us the OMBEA Response log files as described here. If possible also attach the following files in an email to our support. These files contain driver installation log messages.
    • DPINST.log: This file file is located in the Windows folder (e.g, c:\Windows\DPINST.log)
    • setupapi.dev.log: This file file is located in the Windows\inf folder (e.g, c:\Windows\inf\setupapi.dev.log)
    • setupapi.app.log: This file file is located in the Windows\inf folder (e.g, c:\Windows\inf\setupapi.app.log)
(0 vote(s))
Helpful
Not helpful