What do I do if I can't connect my computer to Neptune?

[Tim Henderson]

This thread is a one-stop shopping place for all information concerning connecting your Neptune to a computer. This post has a summary and answers to some common questions. Future posts will go into detail on some of the more common problems we encounter when trying to connect.

Overview
The three things you can do with Neptune once it is connected to a computer are:
1. Update the firmware
2. Control the settings
3. Download the logbook

NMU (Neptune Maintenance Utility) updates the firmware and controls the settings. You can download your own free copy by clicking http://forum.altimaster.com/showthread.php?t=536.

You can download your jumps into Paralog. (Paralog is not an Alti-2 product.) You can get a trial version here: http://paralog.net

To run NMU, you will need Windows XP or Windows Vista. If your computer did not come with an IrDA adapter, you will need one of those as well. NMU works fine with older machines, and it doesn’t require much disk space or memory.

Setup instructions are at this link:
http://alti-2.com/redirect/setup.htm

Here are answers to a few common questions.

1. My PC does not have an IR port. How do I get one?
Do you have a USB port that is not in use? If so, you can use a commonly available USB/IrDA Adapter.

We usually have IrDA adapters in stock at nominal prices.

You can also get them online from Amazon.com, USBGear.com, Meritline.com, and many other sources. Almost any device you can buy new will work, because we don't require the fastest speeds and the latest standards. However, please keep in mind we have reports of some of the cheapest and oldest devices performing poorly or not at all. It seems to be true with this as it is with many things: you get what you pay for.

Google search terms "irda adapter" give you lots of links to sources.

Do not use the KINGSUN KS-959 adaptor. It is known NOT to work with Neptune.

2. I have Windows Vista. Does that work with Neptune?
Yes. If you already have a working IrDA port, you can expect to install NMU and connect. For Paralog, you must install IRCOMM2k first.

Many commonly available IrDA adapters do not work on Vista. At this time we can report successful testing of the IR4010U from Actisys. Their web site is http://actisys.com. The IR4020U should also work, but it is more expensive and we don't use the extra speed it can provide. The IR2000UL and IR4000UL should work, but we haven't tested them.

Vista support is slowly improving. Reading This thread will help you with Vista and IrDA.

3. I read somewhere that I need IRCOMM2k installed. Do I? How do I get it?

• You don’t need IRCOMM2k if you are using NMU.
• Paralog requires IRCOMM2k on Windows. IRCOMM2k is not intended for use on Mac or Linux.
• Some Alti-2 software prior to NMU required IRCOMM2k. All of this software has been obsolete for some time.
• You can get the right version of IRCOMM2k here:
  http://forum.altimaster.com/showthread.php?t=534
  Also, it is on the mini-CD you got with your Neptune.
• The version we supply on the mini-CD and on our site is 1.2.1. Later versions do not work with Neptune.

4. Neptune is beeping and the window is in view of the IrDA adapter on the PC – but when I click Connect on NMU, it doesn’t work.
When you click on Connect, what happens?
Do you get one of the following messages?

• IrDA hardware not found
• You must have an IrDA adapter installed in order to use the NMU
• Your IrDA adapter appears to be disconnected

If so, check your IrDA adapter setup. Are the drivers installed? You should be able to right click on My Computer, then select Manage, then click Device Manager. In the list on the right, you should have an entry for “Infrared Devices”. If you don’t, the drivers are not installed. In that case, disconnect your IrDA Adaptor and try installing the drivers. The instructions vary from one brand and model to another, so, it is hard to be of further help. If we sold you the adapter, and you no longer have the installation CD, contact us for a free replacement.

If you have an entry under "Infrared Devices", and you are trying to use Paralog, check also under "Ports (COM and LPT)". You must have an entry for "Virtual IR COM Port" and it will give a port name e.g. "COM6". Paralog needs to know this port name in order to connect with your Neptune. If you don't see this entry, IRCOMM2k is not installed.

5. Neptune is beeping but I cannot connect to Paralog.
Did you install IRCOMM2k? If NMU connects, but Paralog will not, this is the most common problem.

If you install IRCOMM2k and reboot, and still cannot connect to Paralog, and you are on Windows XP, download and install Launcher. Use the test facility built into it and let us know what error message you get, if any. You can get Launcher here:
http://forum.altimaster.com/showthread.php?t=535
When successful, the test reports the port name on which the test succeeded.

6. I have a Mac. Can I use that with my Neptune?
Some versions of Paralog run on Mac OS.
NMU does not run on Mac OS at this time.
Currently we have no reports of an IrDA adapters that work on OSX.

7. I use Linux. Can I use that with my Neptune?
Paralog runs on some versions of Linux.
NMU does not run on Linux at this time.
If you do not have a working IrDA adapter on your Linux system, contact us for the latest information. We have Linux drivers for some common IrDA adapters.

8. I have a handheld device, can Neptune connect to it?
NMU does not work on any handheld devices at this time.
For current information on Paralog versions for handheld devices, see http://www.paralog.net

[Tim Henderson]

Last year, Microsoft made changes to Windows via their Windows Update service that caused some USB devices to stop functioning until the next reboot of the affected computer. This stopped IrDA from working for some of our customers - and for us, too! All we had to do was reboot, and all was well.

Changes to Windows XP and Windows Vista come regularly. If you have your computer set to Automatic Update (in Control Panel, select "Automatic Updates"), you might have a pending update that affects IrDA or USB, and connection problems may come from that.

We recommend you use the Automatic Update service and keep your machine up to date.

We do our testing exclusively on machines kept completely up to date.

To get the most recent updates, click below
http://www.update.microsoft.com

This link works only in Internet Explorer. If you can't get it to work, try clicking Start, then select Microsoft Update.

[Tim Henderson]

If, when you try to Connect, NMU says “Connect method too fast”, you can change the connection method. This often solves the problem.

On the NMU, go to Tools, Options, and then on the Advanced tab, uncheck “Rapid Connect”. Click OK to save this change. NMU will remember this setting and use it from now on.

You can also experiment with the two timing numbers if you leave Rapid Connect checked. The effect of these numbers depends somewhat on the CPU speed of your PC.

You may have to try several times to connect. If you continue to have trouble connecting, contact us. When you do, please let us know you saw this message.

[Tim Henderson]

When we suspect a conflict in your hardware or software setup is preventing IrDA from functioning correctly, we may as you to send us your MSInfo system information.

Sometimes, inside that file, we can find a clear record of conflicts in your hardware or software setup that prevent IrDA or IRCOMM2k from working.

On NMU, go to Help, then at the bottom of that menu, “System Information”
Click File, then Save, then type in a descriptive file name. We suggest clicking on My Documents over on the left hand side, so you know exactly where the saved file is. Please email us that file.

Expect a delay of up to several minutes while MSInfo creates the file.

The file can be large. You may want to compress it before sending.

[Tim Henderson]

Microsoft has designed Infrared access in Windows so that only one service at a time may have access to an IrDA port.

The top four software interference problems are listed below, along with solutions.

1) Infrared File and Image Transfers must be disabled

In Windows XP,
Start -> Control Panel -> Wireless Link

• In the Image Transfer Tab
  • Uncheck "Use wireless link to transfer images ..." in the Image Transfer tab
• in the Infrared tab
  • uncheck "Allow others to send files to your computer..."
  • uncheck "Notify me when receiving files"

In Windows Vista
Start -> Control Panel -> Hardware and Sound
Scroll down to find Infrared
Follow the directions above for unchecking options.


2) Are you using Microsoft ActiveSync?
This program will not allow other applications to use the IR port. If you do not use ActiveSync over an IR link then it can be disabled.

In Active Sync go to File -> Connection Settings -> Uncheck "Allow serial cable or IR connection..."

3) Are you using Palm HotSync?
This program will not allow other applications to use the IR port. If you do not use HotSync over an IR link then it can be disabled.

Right click on the HotSync Taskbar icon and deselect "InfraRed"

4) Do you have cell phone support software installed?
Sometimes this kind of software interferes, even though you told it NOT to use Infrared. In that case you may have no choice but to uninstall it. Contact the support service for that software for details.

[Tim Henderson]

Neptune has a good quality transceiver and we expect it to last well past the warranty period.

All IrDA transceivers get weaker as they age. Like an incandescent bulb that gets slowly dimmer with time, the emitter in an IrDA transceiver will slowly lose it's strength. Some age much more rapidly than expected.

Neptune has a 10 year warranty. Should the IrDA transceiver become too weak to connect, we will repair or replace your Neptune.

IrDA adapters have similar transceivers; they, too, get weaker with age. They almost always have a much shorter warranty.

How can you tell if your connection problem is due to a weak IrDA transceiver?

1. Have you eliminated other potential problems? (Battery issues have been addressed, ActiveSync and other interfering PC software is disabled or not installed, Windows Update is current, NMU is current, physical windows of the Neptune and IrDA adapter are clean, distance is about 3 inches from window to window).
   
2. Will the Neptune connect to another PC and adapter? If so, you might have a defective IrDA adapter. If you can borrow another adapter or replace it, and connecting becomes reliable, you know the problem is not likely to be your Neptune.
   
3. Does the Neptune fail to connect when you try another PC and adaptor? This indicates it is time to send the Neptune back to Alti-2 for repair or replacement. See the RMA process here:
   http://www.alti-2.com/customer%20support/repairs.htm