Resolving Common issues with SatSync on Windows

posted this on 9 Feb 2017

 

 

Common issue with SatSync on Windows Resolved.

With all SatSync issues the first thing we recommend is to disconnect the Satmap GPS device from the computer, then uninstall the current version of SatSync via the control panel and the add/remove programs feature, and to re-install by re-downloading the installer using the instructions from our website: https://satmap.com/windows-satsync-install. Then reboot the computer and try again.
Make sure the Satmap GPS device is turned on and working first before connecting via the USB cable and we recommend allowing up to 10 minutes to test the connection. If that fails to work we then recommend trying a new USB cable and USB port if they are available.
However if this fails to resolve the issue please select the following link that best explains the fault you are experiencing.

The likely cause for this is an issue with the .NET frameworks which are required for the SatSync program to operate. In order to repair these frameworks please follow the instructions for your operating system below;
XP, Vista, 7 – Please download the Microsoft .NET framework repair tool from the Microsoft website using the following link (http://www.microsoft.com/en-gb/download/details.aspx?id=30135)
8, 8.1, 10 - You can also enable the .NET Framework 3.5 through Control Panel. In Control Panel, choose Programs and Features, choose Turn Windows features on or off, and then select the .NET Framework 3.5 (includes .NET 2.0 and 3.0) check box. This option requires an Internet connection. You do not need to select the child items for Windows Communication Foundation (WCF) HTTP activation.

Click the image to view larger copy

Once this is completed please reinstall SatSync. Disconnect the Satmap GPS device from the computer, then uninstall the current version of SatSync via the control panel and the add/remove programs feature, and to re-install by re-downloading the installer using the instructions from our website: here . Then reboot the computer and try again. Then reboot the computer and try again.
Make sure the Satmap GPS device is turned on and working first before connecting via the USB cable, and we recommend allowing up to 10 minutes to test the connection.
If that fails to work we then recommend trying a new USB cable and USB port if they are available.
If this fails to resolve the issue please visit our all other faults section.

In order to resolve this issue it first needs to be confirmed whether the device is being recognised by the PC or not. To complete this process;

  1. First remove all USB Mass storage devices such as external hard drives and USB memory sticks from the PC (USB keyboards and mouse are ok) from the PC.
  2. Then you will need to open the ‘Device manager’ in windows. This can usually be completed:
    XP
        • Via the start menu, open the Control Panel, under System, then clicking Device Manager.
    Vista
        • Via the start menu open the Control Panel, selecting System and Security, and then, under System, clicking Device Manager.
    Windows 7
        • You can search for device manager in the start menu, or by opening the control panel
    Windows 8 / 8.1
      • The quickest way to open Device Manager is via its shortcut on the Power User Menu, accessible by pressing the WIN and X keys together. Or as long as you're updated to Windows 8.1 or later, just right-click on the Start button.
    Once the device manager is opened it should display a interface like this below;

    Click the image to view larger copy

  3. Then expand the ‘Universal Serial Bus Controllers’ menu by selecting the small triangle to the titles left hand side. You should then see the expanded via as shown above.
  4. Then connect the Satmap GPS device (making sure it is switched on and operational first) to the PC and you should see a single USB mass Storage Device appear in the list under ‘Universal Serial Bus Controllers’.
  5. Please now continue with the appropriate support option.

This would usually indicate an issue with the device, or the hardware connecting it. Our first recommendation would be to use an alternative USB cable and USB port on the computer. Please also remove and replace the battery in the device to reset the device and try again. If this fails to allow the device to be recognised by the device manager there is most likely a hardware failure of the device and therefore you would need to return the device to us for repair and for instructions on how to complete this process please visit our repairs and returns page

This would usually indicate an issue with the drivers that support the Satmap GPS device and therefore we would recommend these are re-installed. Therefore please follow the following procedure;

  1. Re-open the Device Manager and disconnect every USB mass storage device you have except the Satmap GPS device and make sure it is recognised by the device manager
  2. Select the ‘USB Mass Storage’ device, right click and select properties, then select “driver”, and then “uninstall”
  3. Then unplug the Satmap GPS device and restart your computer
  4. Once Windows has rebooted re-connect the Satmap GPS device which will automatically begin re-installing the driver and this process can take up to 5 minutes to complete. DO NOT disconnect the device during this time
  5. Once this has been completed open the SatSync program and wait for a further 10 minutes to see if a connection has been successful

If this fails to work we would recommend one final re-installation of SatSync. To complete this first disconnect the Satmap GPS device from the computer, then uninstall the current version of SatSync via the control panel and the add/remove programs feature, and to re-install by re-downloading the installer using the instructions from our website: https://satmap.com/windows-satsync-install. Then reboot the computer and try again.
Make sure the Satmap GPS device is turned on and working first before connecting via the USB cable and we recommend allowing up to 10 minutes to test the connection. If that fails to work we then recommend trying a new USB cable and USB port if they are available.
However if a re-installation does not resolve the issue please see the ‘all other faults’ section of our guide.

Device Slow to connect with GPS device

Unfortunately we have not determined the cause or a process to resolve the issue whereby the device connects to SatSync but can take up to 10 minutes to sync correctly. Our developers are aware of the issue and are working to improve this fault which is experienced by a handful of users.

On occasion you may receive a message when you try to complete a software update that says ‘Please restart both SatSync and your Active GPS device before attempting to upgrade again’. If restarting both the device and SatSync does not resolve the issue we recommend defaulting the settings on the device. This will in turn delete all the data stored on the internal storage so make sure to back up the data you wish to keep first. Please also remove the SD card before proceeding.
To default the setting please go to main menu>settings>default>yes>clear all - the unit should turn itself off. Please then turn the unit back on and check via SatSync for any updates available. Following the update engage the following settings;
Main menu>settings>power control>automatic power saving>”always on”
Main menu>settings>advanced power control>hibernate timeout>”off” - this has been removed from the latest version of software. Please check for updates if this setting is still visible.
Once this has been completed please re-open SatSync, connect the device to the PC and check again for updates. If this does not resolve the issue please visit our ‘all other faults’ section.

If the information in the other sections of this guide have not been able to resolve the issue we would recommend contacting our technical support team via email (techsupport@satmap.com) making sure to include the following information;

Please navigate to the settings menu in SatSYNC. Select Additional Settings and select ‘Generate Exceptions file on the desktop for diagnostic information. Once you have completed this please close and reopen SatSYNC and connect your device. A file should be created on the desktop called 'SatSYNC Exceptions' or similar. If this file exceptions file contains the following, "System.DllNotFoundException: Unable to load DLL 'SatSYNC DLL Platform09.02.18+.dll': The specified module could not be found. (Exception from HRESULT: 0x8007007E)" please continue with the process listed below. Otherwise, contact (techsupport@satmap.com) with the issue and the exceptions report attached.

Devices not found in SatSYNC continued:

Please install the Microsoft Visual C++ Redistributable Packages for Visual Studio 2013 from the Microsoft Website.

Could you uninstall SatSYNC and install Microsoft Visual C++ Redistributable Packages for Visual Studio 2013 from
https://www.microsoft.com/en-GB/download/details.aspx?id=40784
There are 3 options

vcredist_x86.exe
vcredist_ia64.exe
vcredist_x64.exe

Please install the ‘vcredist_x86.exe’ and ‘vcredist_x64.exe’. If you are warned with a 'pop-up' message that you have already installed these files and ask's if you would like to repair them instead, please select yes. Once this is complete, please restart your computer for the changes to take effect and load SatSYNC again.

 

 

 
Categories: Knowledge Base SatSync

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