Which information is important when processing a support request for a CAN interface board?

This article helps diagnose and resolve issues with Ixxat CAN interface cards by guiding users through key system checks and support steps.

APPLICABLE PRODUCTS

CAN-IB100/PCIe, CAN-IB200/PCIe, CAN-IB300/PCI, CAN-IB400/PCI, CAN-IB520/PCIe mini, CAN-IB600/PCIe, USB-to-CAN V2, USB-to-CAN FD, CAN@net NT

QUESTION

Which information is important when processing a support request for a CAN interface board?

ANSWER

1. Which CAN interface board type is used?
   (Please send to us a photo of the label on the CAN interface board)
   
   
2. Which operating system is used?
   
   
3. Which version of the driver is used?
   
   a) Please send to us a screenshot of the list with installed IXXAT software
       (see „Start | Control panel | Software | VCI version“)
   
   b) Please send to us the content of the c:\Program Files\HMS\Ixxat VCI\version.txt file
   
   
4. Are or were on the PC any older versions of the driver installed?
   (Please uninstall the old driver properly before the installation of the new driver.)
   
   
5. Do you use CANopen Master API? (If yes, which version is used?)
   
   
6. Is the CAN interface board successfully detected in the device manager?
   Please send a device manager screenshot with the opened „IXXAT ...“ entry to us.
   (see „Start | Control panel | System | Hardware | Device manager | IXXAT“ )
   
   Please note:
   If there are no „Ixxat CAN interfaces“ entry in the device manager,
   please delete (uninstall) the „Unknown device“ entry from the device manager and
   check if the CAN interface board is successfully detected after the reboot of the PC.
   
   Please note:
   If the CAN interface board is detected in the device manager with any question- or exclamation mark, 
   please delete (uninstall) the CAN interface board entry from the device manager and
   check if the problem still is successfully detected after the reboot of the PC.
   
   
7. Does the CAN interface board run with the canAnalyser V3 mini correctly?
   Please select the correct CAN interface board in the canAnalyser V3 mini,
   initialize the CAN controller with the correct CAN baudrate and tell us
   if the CAN interface board could be successfully initialized and
   if it can transmit and receive CAN messages.
   (If not, please send to us the error screenshot.)
   
   
8. If the CAN interface board is successfully initialized in the canAnalyser V3 mini,
   but can not transmit and receive CAN messages,
   please answer the question of the FAQ entry „Why doesn’t my CAN bus run correctly?“
   
   
9. Does the CAN interface board run correctly on another PC?
   (If the CAN interface board runs correctly on another PC, then a hardware problem can be excluded.)
   
   
10. Does another CAN interface board run correctly on the PC?
    (If another CAN interface board of the same type runs correctly on the PC, then the CAN interface board has to be send for repair.)
    
    
11. Please tell us the exact PC type.
    (Motherboard type, clock frequency, USB controller type)
    
    
12. Using USB/CAN interface boards please let us know if it is connected directly or via any USB extension cables or via an external USB Hub with an external power supply.