SUPPORT REQUEST

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3D Technologies Announces ScanControl Version 7.1 Adding Control / Monitoring for GRE PSR-500, GRE PSR-600, Radio Shack PRO-106 & RadioShack PRO-197 and Adding New Features.  See Our What's New Page.

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On-Line Store

PSR-500

PSR-600

PRO-106

PRO-197

BCD996T

BCT15

BCD396T

BC246T

BR330T

BC95XLT

SC230

BC898T

BC296D

BCT8

BC785D

BC796D

BC780XLT

PRO-2052

BC895XLT

 

 

ScanControl Support Request Page

If you've linked over to this page you're probably having some sort of problem with ScanControl.  This page will help you gather the best information about your problem into an e-mail that you can then send to us so we may identify and correct the problem you are having as quickly as possible.  If you follow these 3 simple steps you will be helping us help you in the most productive way possible.

1.  Supplying Basic Information - Pull together the following information:

  1. Scanner Type and Model.
  2. PC Operating System - Windows ME, Windows 2000, Windows XP, Windows Vista, Windows 7.
  3. COM Port being used.
  4. Note any error messages and when they occur.
  5. Note the name of the scanner data file you are using (filename.dat)

2.  Turn On Communications Log Capture Feature:

ScanControl has a built in communications data capture feature that we use to help us troubleshoot problems.  The data capture feature is designed to log all the communications interchange between the software and the radio.  The data is saved in a log file on your hard disk whenever the capture feature is turned on.  Here's how you would use this feature:

  1. Start your ScanControl program.
  2. Activate the capture feature by pressing the "L" key (upper or lower case) on the keyboard while the opening splash screen is being displayed.  When the capture feature is activated the status line in the lower left hand corner of the Main Screen will have the message "CommLog ON" visible once the radio is connected.
  3. Perform the functions you are having problems with as you would normally do.
  4. Exit ScanControl.
  5. Once ScanControl exits there will be a file named <install drive>:\<install directory path>\Logs\Commlog.log on your hard drive.  If you installed ScanControl in its default directory then this filename would be c:\program files\scancontrol\Logs\Commlog.log .
  6. Finally, the scanner data file you are using is often useful in troubleshooting.  It would be located in <install drive>:\<install directory path>\ with a .dat extension on the file.  If you installed ScanControl in its default directory then an example of this filename would be c:\program files\scancontrol\bc780.dat .
  7. So to summarize.  After you run ScanControl with the Capture feature on there are two files that should be attached to the e-mail you will send to us:
bulletCommlog.log
bulletfilename.dat (filename is the name of your scanner data file)

3.  Send Us An E-Mail With All Information Included:

  1. Click on this e-mail link to open up the request mail  >>>>  ScanControl Support Request.  (NOTE:  Please do not alter the subject line in the e-mail)
  2. Enter the information gathered in Step 1 into the body of the e-mail.
  3. You then have to attach the two files noted in Step 2 to the e-mail.
  4. Send the e-mail.
  5. You will receive a confirmation e-mail back within 15 minutes acknowledging our receipt of your request.

This is the best method for us to use to try to identify the cause of most problems.

Link back to ScanControl Home Page

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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Home Up SUPPORT REQUEST Bank Memory Map Control Channel Only DataGrabber SmartTag Data Translation Digital Sound Dynamic Memory DMA Mem Limits FAQs IAC Implementation IAC Troubleshooting Multi Instance Radio Setup System MAP Trunk System Types Trunk Programming PRO2052 Firmware USB Docs/Drvrs
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Last modified: Tuesday November 27, 2012.