Troubleshooting Soleus Sync for Windows

 

 

If you are unable to get data from your Soleus device, and instead see this message, There was an error while connecting to the Soleus Cable you may have an old driver installed. To check this, you should open your Control Panel. If you are running Windows XP, Vista, or Windows 7 you can find your Control Panel by going to the Start menu. In Windows 8, you can find your Control Panel by moving your mouse to the upper right hand corner of your desktop and hovering there for a moment. You should then get a menu along the righthand side of your desktop. Select the gear/settings icon at the bottom. You should then be able to open your Control Panel from the new list that appears.

 

On your Control Panel select “Programs and Features”, “Add or Remove Programs” or “Uninstall a Program.” What you see in the Control Panel will vary with different versions of Windows and your specific computer. In the new screen, look for anything with “Silicon Labs” AND “USBXpress” in the name. If you find something, uninstall it by double clicking it. Unplug your Soleus cable and wait a few seconds before plugging it back in. If you get a message asking for permission to get drivers from Microsoft or Windows Update, decline. If you get asked to search for drivers or automatically choose them, select the automatic choice.

 

If you still get the message, There was an error while connecting to the Soleus Cable, you can check you Device Manager for conflicts while the cable is still plugged in.  In Windows XP open your Device Manager by going to your Start menu and selecting the Run option. Type “devmgmt.msc” into the box and press enter. On other Windows versions you can find the Device Manager in the Control Panel, or you can type “devmgmt.msc” in the “Search programs and files” just above the Start button. In the Device Manager, you should not see "USBXpress Device" listed in the last section, Universal Serial Bus Controllers. In stead you should see in the Ports (COM & LPT) an entry for “Silicon Labs CP210x USB to UART Bridge” with a COMx in parenthesis, where the x is any number.  If you do see "USBXpress" you should right click on it and select the option to uninstall it.  If asked to delete drivers, do so.  Once they are uninstalled you should unplug the cable and wait a few seconds before plugging it back in.  If you get a message asking for permission to get drivers from Microsoft or Windows Update, decline. If you get asked to search for drivers or automatically choose them, select the automatic choice.

 

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