GS-911 and ezCAN User Forum

General Category => GS-911 => GS-911 Wifi => Topic started by: JayElDee on March 22, 2021, 02:51:58 AM

Title: INstall woes on Win10 laptop
Post by: JayElDee on March 22, 2021, 02:51:58 AM
I've been using my GS-911 (gs1 003 650 - f1b5) on an old windows xp machine, but that OS is no longer supported. Inherited a win10 laptop and having woes trying to install.
Downloaded the windows installer, ran it and got to the
"Congratulations! You have finished installing your GS-911 device drivers." screen.
In the window below it shows
"HEX Code USB Driver package (8/16/2017 2.12.28)" and Status is "ready to use"
I click "finish" and the downloader screen pops up.
I hit "continue" and I get
Error
GS-911 driver install not complete yet. Plug in the GS-911 interface and wait for driver installation to complete. If you had the interface plugged in before starting the downloader, unplug it and plug it in again."

On my GS-911 one light is solid green, the other is flashing about 1x per second.
ONe screen tells me the drivers are installed, the next tells me they are not. Waiting for a looong time for the drivers to install(?) does not help. I've tried various permutations of the usb in and out and the same thing happens.
I've done a search for the HEX code driver package on the laptop and cannot find it. So, I can't delete it and try again, if that would even help. No idea whether it was actually downloaded or not

Now what?
any help appreciated and TIA
Title: Re: INstall woes on Win10 laptop
Post by: WayneC on March 23, 2021, 02:17:38 AM
A little more detail re the GS911 would be good, it is a WiFi model ?, the Version of Win10 as well

The PC App runs fine on XP so you could continue to use it, I would suggest lodging a support ticket https://www.hexcode.co.za/contact-us-1
Title: Re: INstall woes on Win10 laptop
Post by: JayElDee on March 23, 2021, 04:18:18 AM
Hi, Wayne, thanks for responding
Yes, the wifi model, with the serial number in the first post.
Win 10, I believe is the most recent, but at the moment I am reinstalling from the cloud. I assume it will be the most recent?? I had the reinstall set to clean the disk to wipe any user entered things.
I inherited this Acer laptop(Aspire E15-E5-576) from a grandson who used it a lot for games and although I tried to remove as much of games detritus as I could, I figure something may left on it, thus the re-install.

I tried to use the wifi to install and the wifi installer said that I had a usb connection to the GS-911 even when the GS-911 wasn't plugged in to the USB, so I got nowhere with that avenue.
I went into device manager to see if I could find the GS-911 there, to uninstall it and start anew, but it wasn't listed as a device.
Yes, I could continue to use the XP machine, but it is almost 25 years old and the last time I used it I received a warning from HexCode that they would no longer support the OS and that an update was out there, but not for an XP machine.
Dealing with this reminds me why I am a MAC user
Title: Re: INstall woes on Win10 laptop
Post by: WayneC on March 23, 2021, 04:37:01 AM
OK understood re Win10, probably best to do a reload of W10 but I hope you have the licence key to reactivate it in case things go amiss in the reload.

I looked back at your other posts & it looks like you had not updated firmware in the GS911 for a long time, it is best to keep firmware up to date as the Service Functions in the cloud rely on firmware being up to date, in this case that is a good reason to lodge a support ticket with Hexcode

As for these issues being a good reason to be on the MAC, Apple has their own fair share of problems but Windows is a worry at times

I would suggest also using the WinXP system web browser, preferably an up to date browser like firefox to update the firmware in the GS911
Title: Re: INstall woes on Win10 laptop
Post by: JayElDee on March 23, 2021, 04:52:12 AM
So, you think I could update the firmware on the GS-911 via a browser on the XP machine? If so, I'll do that.

Re the license...I went to the Acer site and there were instructions how to re-install and preserve the license if I am reading them right. In truth I am keeping my fingers crossed a bit, but I figured I had nothing to lose to try it. The Win10 machine was obtained ONLY to use the GS-911 and it wasn't doing that.

IIRC I think that, ie the firmware, was what hexcode warned me about and also said not ava via XP. Can't hurt to try though.
Thanks
Title: Re: INstall woes on Win10 laptop
Post by: JayElDee on March 23, 2021, 06:49:37 PM
So, I went back to the XP machine, plugged in the device, it boots up, lights appropriate, and it's not recognized by the XP machine.

The windows re-install finally finished (about 8 hours or so). Tried the install again with the exact same results.

I looked all over the hexcode website searching for the firmware update...can't find it. Looked at the website on my mac, still can't find the firmware update or even how to update.

Connected it to a mac laptop, ran the gs-911 program, and it runs (fine?).
Tried it on my android phone, and it seems to be running fine there too.

In the past the Mac version and the android versions had limited fuctionailty, Has that now changed? It appears so, but still I'd like the latest firmware


Still I have no clue what firmware I am running, or how to check or update it.
I may just ditch the windows version and just use on other devices, if there is no functionality advantage to it.
Thanks again
Title: Re: INstall woes on Win10 laptop
Post by: WayneC on March 24, 2021, 02:22:32 AM
The firmware update menu is in the web browser menu, it is in "Setup/Update"

From one of your earlier posts on 8/11/2016 you can see the firmware version in your GS911

GS-911 version: 1609.1 Datapack version: 6.1
Serial Number: GS1 003 650
Firmware version: 0.246-0.137 Datapack version: 0.124

To see the version you have in the GS911 now go to "About"  in the web browser menu, current version is
Firmware Version 1.58 - 0.202, Base System Version 0.27 - 0.13 - 1,  Datapack Version 176

The advantage of the Windows App is you have full maintenance functionality in the App without needing cloud access plus on Win7 or later there is the WiFi utility which also has update capability, you can run a Windows Virtual Machine on the MAC using Parallels software

I have not looked at it but there is also the MAC WiFi utility which I assume also has firmware update capability in it

There has been a lot of work in improving the firmware & web browser interface of the GS911 WiFi in the last 12 months
Title: Re: INstall woes on Win10 laptop
Post by: JayElDee on March 24, 2021, 02:37:00 AM
Thanks, Wayne, appreciate your patience on this

you said, "The firmware update menu is in the web browser menu, it is in "Setup/Update"
I'm puzzled by this.
So, if I have Chrome or Firefox as my web browser... do I go to the hexcode website to find this? Where in the web browser menu is that located?  Does the GS-911 need to be plugged in to get this info, because that is a problem in that although it appears to boot normally, the computer doesn't see it.

And, TBC, you're saying that the windows interface still has more functionality than MAC or Android?
I remember that the website used to have a spreadsheet page showing what functions were ava with each interface, but I could not find it this time, I looked.
Thanks again.
John
Title: Re: INstall woes on Win10 laptop
Post by: WayneC on March 24, 2021, 03:09:25 AM
John

It sounds like you are only using the GS911 via USB connection to PC or the MAC & that you cont have it configured to connect into your hime WiFi network, is that the case ?, my earlier post assumed you were accessing the GS911 using the web browser interface over WiFi network
Title: Re: INstall woes on Win10 laptop
Post by: JayElDee on March 24, 2021, 03:29:17 AM
With the XP machine I was physically connecting via usb. That is what I was trying to accomplish with the Win10 machine.
I think once I connected via the web browser, but that is not the usual way I do it.
When I used the wifi downloader exe, it went to the connect via wifi screen. I entered in the home network, I think???it connected, but the screen said I was connected via usb even when the cable was not connected.
I know...confusing.

TBC, I'm happy to connect via USB as I have for the past few years
Title: Re: INstall woes on Win10 laptop
Post by: WayneC on March 24, 2021, 04:06:27 AM
With the XP machine I was physically connecting via usb. That is what I was trying to accomplish with the Win10 machine.
I think once I connected via the web browser, but that is not the usual way I do it.
When I used the wifi downloader exe, it went to the connect via wifi screen. I entered in the home network, I think???it connected, but the screen said I was connected via usb even when the cable was not connected.
I know...confusing.

TBC, I'm happy to connect via USB as I have for the past few years

It would be best to get the GS911 operational into your home WiFi network to use the web browser interface, it seems you are only using a small % of the capability & having cables to connect is a pain in the butt, with the PC App we use TCP/IP connection over WiFi in workshops so no cables
Title: Re: INstall woes on Win10 laptop
Post by: JayElDee on March 24, 2021, 12:49:55 PM
Ok, thanks.
You've used the term "P C App" a couple of times.
What app are you specifically referring to? Is it the basic GS-911 app , meaning "the gs911 app on the pc" or something else? Remember, I haven't been a windows user for about 10 years.
Title: Re: INstall woes on Win10 laptop
Post by: WayneC on March 24, 2021, 02:00:06 PM
The PC Application is the Windows GS911 Application, it runs on Win XP & later versions, in your first post you mentioned using the Downloader to download & I assume install it on WIn10. That will run on XP, I use it in some bench testing quite often here
Title: Re: INstall woes on Win10 laptop
Post by: JayElDee on March 24, 2021, 08:19:53 PM
thanks, ok, we're talking about the same app. That is installed on my XP and that is the oe that will not install(so far) on the wn 10.
At work now, will check when home
Title: Re: INstall woes on Win10 laptop
Post by: bud provin on March 31, 2021, 03:57:15 AM
Jay, mine's doing the same thing.  I have downloaded both the Wifi and USB versions several times, removed the USB version, etc.  Both versions worked until yesterday.  I'm frustrated and disappointed; when GS-911 first came out, it worked better than what BMW supplied their dealers.  With every "improvement", it seems worse.
Title: Re: INstall woes on Win10 laptop
Post by: WayneC on March 31, 2021, 04:21:01 AM
Jay, mine's doing the same thing.  I have downloaded both the Wifi and USB versions several times, removed the USB version, etc.  Both versions worked until yesterday.  I'm frustrated and disappointed; when GS-911 first came out, it worked better than what BMW supplied their dealers.  With every "improvement", it seems worse.

Which PC operating system are you using Win7 or Win10 & if Win10 which version, the later versions 20H1 or H2 ?
Title: Re: INstall woes on Win10 laptop
Post by: bud provin on March 31, 2021, 04:35:14 AM
Windows 7
Title: Re: INstall woes on Win10 laptop
Post by: WayneC on March 31, 2021, 04:57:02 AM
Windows 7

OK, understood, a little surprised, what bike model ?, assume PC App version, WiFi utility & WiFi firmware are up to date, PC App works over TCP/IP WiFi connections as well as USB so unsure why you would refer to it as USB version, I would log a support ticket with Hexcode for them to look at logs & see what is happening https://www.hexcode.co.za/contact-us-1
Title: Re: INstall woes on Win10 laptop
Post by: JayElDee on March 31, 2021, 04:48:16 PM
Just some followup
I created a ticket with hexcode and we are working on it. They think I may have corrupted firmware, at least that's where we are today. Fingers crossed
@Bud win 10, clean new install. As I said I inherited this Acer machine from a grandson and I did a reinatall of Win to clean out any detritus from games or who knows what else. Naked machine except for Firefox browser.
Title: Re: INstall woes on Win10 laptop
Post by: bud provin on April 02, 2021, 03:27:38 AM
I have now downloaded the wifi software to three different computers.  No one at the help desk seems to know what's wrong with the thing. 
Title: Re: INstall woes on Win10 laptop
Post by: JayElDee on April 02, 2021, 03:32:08 AM
same here, but they are sincerely trying to figure it out I think.
It is really helpful to send them screenshots, rather than explain what you're seeing.
I would recommend creating a ticket, maybe something on my problem could help you out or vice versa.
There is a 7 hour difference between me and them, I am central US, so I get their responses in the early am. I can sometimes get a response back on the same morning, after input from me.
Title: Re: INstall woes on Win10 laptop
Post by: WayneC on April 02, 2021, 03:38:03 AM
For US owners, the US importer, Ted Turners Beemershop can also be a good source of assistance without the time zone delays
https://www.beemershop.com/category/gs-911-diagnostic-tool-for-bmw-motorcycles-ted-porters-beemershop.html
Title: Re: INstall woes on Win10 laptop
Post by: bud provin on April 02, 2021, 04:03:22 AM
I emailed wth Ted; I used to work for him at Bob's BMW, and I *think* we're friends, although we may not be before this is over.  He doesn't know what's wrong with it, either.

I'd like to see a poll about how many are successfully using the wifi system.  My USB version works fine.
Title: Re: INstall woes on Win10 laptop
Post by: JayElDee on April 02, 2021, 04:08:29 AM
I can't get it to install. ugh
Title: Re: INstall woes on Win10 laptop
Post by: WayneC on April 02, 2021, 04:15:56 AM
I emailed wth Ted; I used to work for him at Bob's BMW, and I *think* we're friends, although we may not be before this is over.  He doesn't know what's wrong with it, either.

I'd like to see a poll about how many are successfully using the wifi system.  My USB version works fine.

I use the WiFi system including beta test versions prior to public release without issues, there are extremely low No's of people who experience what you are reporting in this thread hence the suggestion to lodge a support ticket
Title: Re: INstall woes on Win10 laptop
Post by: JayElDee on April 02, 2021, 04:18:53 AM
Just an FYI, I am in contact with Ruan Birtz at hexcode.
Yes, a support ticket is recommended
Title: Re: INstall woes on Win10 laptop
Post by: bud provin on April 02, 2021, 04:25:51 AM
They have a "ticket" for me, but it takes 12 hours to get a response.  Worse, they aren't offering any answers.  I'm not convinced they're reading my responses.  The next step is to bring the adapter home and try the wifi there.
Title: Re: INstall woes on Win10 laptop
Post by: bud provin on April 02, 2021, 05:45:50 PM
Day five.  No response from the "Help Desk".

My USB, downloaded just days ago, gives the message, "This application is more than a year old."
Title: Re: INstall woes on Win10 laptop
Post by: JayElDee on July 07, 2021, 09:38:27 PM
Hi, Bud,
sorry to get back to this so late, but the GS911 has been on back burner for various reasons.
I have been in contact with tech support at hexcode, bumped me up the ladder for techs and still no joy.
I know the windows machine with win10 I am using is fine, brought it in to reformat, test, check and reinstall a virgin clean Win10 and same problem; ie, driver install says the drivers were installed, but when I get to the NEXT screen, asking me to plug in the unit, I get an error message saying the drivers have not completed install.

I've spent days and days going back and forth with the guys in South Africa, sending screenshots, troubleshooting, etc., all to no avail. One of their working hypotheses is that there is something wrong with the unit, possibly some connection that has gone bad. However, the lights on the unit show normal operation.
The last I heard from them was that they were going to discuss the issue and get back to me...that has not happened since April (today is July7), and I have been busy with other things in my life.
I asked if there was anywhere in the US to have the device checked, no, and they said it would be "too expensive" to send back to Hexcode., 
It is really disappointing for an expensive device that was working fine, minimally used, never dropped or abused, and to just "go bad."
I will not replace it, unless a free one comes my way and I've been told it's out of warranty.

I managed to get it somehow to connect via a mac laptop I have, and run fault codes, and eventually was able to reset the service reminder on my 16 GS. I have not trust or faith that I could do that again.

I am considering calling Ted Porter to see if they have any suggestions, or maybe asking if I could send my unit to them to see if they can figure out what's wrong. Worst case I'm out delivery costs and they tell me everything is fine, or I need a new unit.
Hope your luck is better with this almost paperweight.
Title: Re: INstall woes on Win10 laptop
Post by: bud provin on July 08, 2021, 03:23:48 AM
I worked with Ruan (Please forgive if I got the name wrong.) for a couple hours several months ago.  What I didn't understand is that you have to go onto the 'net to make it work.  He installed a shortcut for me, but I still had trouble using it, as my computer doesn't easily connect to the cloud.  I have given up the WiFi version and went back to a corded connection, although when I have a bit of time while servicing a bike, I try the Wifi.  This usually results in frustration.
Title: Re: INstall woes on Win10 laptop
Post by: JayElDee on July 08, 2021, 06:11:59 AM
I worked with Ruan also and another tech. They were courteous and responsive. We got nowhere.
A real problem with dealing with them is the time difference. The most we could do was one email exchange a day, sometimes taking two days, and there was no exchange over weekends.

My problem, simply put, is I cannot install the app on the windows 10 laptop.

I can get it to work via wifi, but as you know that has VERY limited functionality.
Via wifi, I can read fault codes, but because I cannot install the app on the laptop, I really can't do anything else. That's it, just read the fault codes.
I kept playing with it on my macbook pro and for a moment I was able to reset my service reminder, just don't ask my how I accomplished that or ask me to do it again, I may try it again.
Title: Re: INstall woes on Win10 laptop
Post by: WayneC on July 08, 2021, 01:55:55 PM
bud provin & JayElDee, it seems you are both in the US & seem to have issues with internet, contacting Ted Poerter & Beemershop is probably the best positive move you can both make, have them look at the units, his team at Beemershop will have stable systems & Internet to test the units then get the GS911 WiFi firmware up to the latest plus talk to the Hexcode team if any issues with the units show up in testing

There is a recovery procedure on line at Hexcode for instances where an update has not completed properly
https://www.hexcode.co.za/products/gs-911/support/how-tos/firmware-recovery
Good internet connection is needed for that though & the WiFi utility is the most forgiving when internet connection is not the best

It sounds though internet connection, PC systems & connection to local WiFi networks are the bulk of the issues
Title: Re: INstall woes on Win10 laptop
Post by: JayElDee on July 08, 2021, 04:43:26 PM
Hi, Wayne,

Actually, I contacted Ted P yesterday, told him of the issue, and he offered to have a look.
I am sending it out today.
Quote
It sounds though internet connection, PC systems & connection to local WiFi networks are the bulk of the issues

I hope that is it, but I have good internet, enough to stream 4k movies, the PC was wiped clean completely and the newest version of Win 10 installed. I have tried via both wifi and ethernet cable with the same unsatisfactory result.

I will post the results when I get the machine back from TP.
Thanks
John