Troubleshooting

Symptom

The PM is connected to your computer via the USB cable, but the red X over the PM icon on the Concept2 Utility main window will not go away.

Resolution

The Concept2 Utility cannot "see" the PM. Take the following steps.

1. Shut down any other PM software (like Rowpro or Polar WebSync) that you have running. Note: Polar WebSync, in particular, prevents the PM from communicating with the Concept2 Utility. Additionally, Dell Stage and Fingertapps software (which is included on some Dell Touch screens) have also prevented communication between the PM and the Concept2 Utility.
2. Unplug the PM.
3. Reboot your computer.
4. After reboot, run only the Concept2 Utility.
5. Turn on your computer's volume.
6. Plug the PM back into the computer, taking care to plug the USB cable in correctly. Your computer should make a ding-ding sound whenever the PM is plugged in or unplugged. If you did not hear this sound and the red X persists:
   1. Try plugging the USB into a different port on your computer.
   2. If the problem persists, try using a different USB cable. (Any USB cable will work; it does not have to be one from Concept2.) If the new cable works, the old cable is faulty.
   3. If using a different cable does not resolve the issue, remove the USB cable and the battery pack (PM4 only) or batteries from the monitor, and leave them out for 30 minutes. Then, reinstall the batteries/battery pack, and the USB cable, and try again.
   4. If still no success, the USB port on your computer may be bad. You can test this by trying another computer. Otherwise, contact Concept2 for additional support.

Symptom 1

You are using a PM3 or PM4 to read your LogCard, the PM is properly connected to your computer, but the red X over the LogCard icon on the Concept2 Utility main window will not go away.

Resolution 1

Make sure the LogCard is inserted completely and in the proper orientation in the PM. The blue side of the card should be facing you, and the arrow should be pointing into the monitor. When properly inserted, the arrow is no longer visible.

Symptom 2

You are using a card reader to read your LogCard, the card reader is connected to your computer via the USB cable, but the red X over the card reader icon on the Concept2 Utility main window will not go away.

Resolution (For OmniKey Card Readers Only)

• Ensure that the OmniKey driver is installed properly. See
  Installing the OmniKey Card Reader for more information.

Resolution (For Athena Card Readers Only)

Update the driver for the Athena Card Reader:

1. Connect your card reader to your computer.
2. Connect to the internet.
3. On your computer, access the Device Manager: right-click Computer, click Manage, and then click Device Manager.
4. In the list of devices, double-click SmartCard Readers.
5. Follow the instructions for updating the driver from the internet.

Symptom

You are attempting to validate to concept2.com for uploading workouts to your online logbook, you cannot connect and are receiving a "Logbook Server Error."

Resolution

1. Make sure you are connected to the internet before running the Concept2 Utility.
2. If you have a working internet connection, but the problem persists, your computer's firewall may be interfering. Try turning your firewall or anti-spyware programs off, and then running the Concept2 Utility to see if it works. If it does, then the firewall or anti-spyware program is the cause of the problem. Consult with the firewall software vendor for assistance in unblocking the Concept2 Utility. The Concept2 Utility uses both HTTP and FTP services.

Symptom

You are attempting to validate to concept2.com for uploading workouts to your online logbook, but you keep receiving an "Invalid Username or Password" message.

Resolution

1. Make sure you have previously established an online logbook at www.concept2.com/sranking03/log.asp before attempting to use the Concept2 Utility to upload workouts.
2. Make sure you are entering your username and password exactly as you would at www.concept2.com/sranking03/log.asp to access your online logbook.
3. Make sure you are running the most current version of the Concept2 Utility. If you are using Version 6.00, there is a known issue whereby the Concept2 Utility may lose connectivity with the online logbook if you have been running the Concept2 Utility for several minutes. Updating the Concept2 Utility may resolve the problem with logging in.
4. In the Concept2 Utility Login window, make sure you are entering a password. By default, the Concept2 Utility displays a series of black dots in the Password field; this does not mean that the Concept2 Utility has stored your password. Overwrite the black dots and enter your full password, and then click Validate.

Symptom

The workouts you want to upload are greyed out in the LogCard Data Viewer window and cannot be selected for upload.

Resolution

1. Make sure you have validated/logged into the Concept2 server. You can determine whether you are logged into the Concept2 server by finding your name in the LogCard Data Viewer window; if the words "Click to Login" appear next to your name, you have not logged into the server. Click Click to Login and enter the username and password you normally use to log into your online logbook at concept2.com.
2. If your LogCard has more than one user, make sure each user is set to their unique ranking ID.
   
   Each individual who has an online logbook at concept2.com is assigned a unique ranking ID. The Concept2 Utility uses this ranking ID to identify the correct profile to which to upload results. If the same ranking ID is being used for more than one LogCard user, the Concept2 Utility cannot properly synchronize workouts and will grey out all workouts for all the users sharing that ranking ID. Remove the ranking ID from all users except the user to whom that ranking ID really belongs. Do this as follows:
   1. On the LogCard Data Viewer window, click Settings. The Edit Settings window is displayed.
   2. In the User field, select a user from which you need to remove the ranking ID.
   3. Click Remove.
   4. Click Yes to confirm the removal of the ranking ID.
   5. Repeat steps 2–4 until the ranking ID is in use for only one user, and for the user to whom it really belongs.
   More Info
   Multiple LogCard users being set to the same ranking ID typically occurs when the same username and password was used to validate/log multiple users into the Concept2 server. To set your LogCard user to the correct ranking ID:

   1. On the LogCard Data Viewer window, click Settings. The Edit Settings window is displayed.
   2. In the User field, select your LogCard user.
   3. Click Reset.
   4. On the Login window, enter the same username and password you use to log into your online logbook at concept2.com. Make sure you overwrite the black dots in the Password field with your actual password.
   5. Click Validate. The Concept2 Utility will send this information to the Concept2 server. If the information is correct, it will display your ranking ID on the Edit Settings window.
   6. If the ranking ID is correct, click OK. If the ranking ID is not correct, try validating again. If you don't know your ranking ID, log into your online profile at concept2.com and click Profile. Your ranking ID appears below your date of birth.
3. If you have successfully validated/logged into the Concept2 server, and the workouts are still greyed out, that means the workouts are ineligible for upload. This occurs when any of the following are true:
   • The workout is from a different ranking year. Each ranking year runs from May 1–April 30. Only workouts that fall in the current ranking year can be uploaded.
   • The Concept2 Utility found a matching workout in your online logbook. Once you validate to the Concept2 server, the Concept2 Utility checks to see what workouts already exist in your logbook. Workouts are matched between the LogCard and the online logbook by:
     • Workout date
     • Workout time (applies only to Concept2 Utility Version 6.22 and above)
     • Workout duration in time
     • Workout duration in meters
   • The workout has a future date. (This usually occurs when the date on the PM is incorrect.)

Symptom

The Concept2 Utility is attempting to read the LogCard in order to either upload workouts to your online logbook or transfer workouts to a spreadsheet, and the Concept2 Utility is displaying a message that it needs to rewrite the card.

Resolution

Allow the Concept2 Utility to rewrite the card; you will not lose any data.

When the Concept2 Utility asks to rewrite a LogCard, it is doing so because one of the following conditions has occurred, and rewriting the LogCard repairs the problems:

• Workouts are out of date order on the card.
• Data is damaged on the LogCard and needs repair.

During a LogCard rewrite/repair, you may be prompted to answer some questions (for example, if there is more than one user on a LogCard, the utility may ask which user a particular workout belongs to). This is not unusual; the Concept2 Utility simply needs additional information to fix the data properly. Don't be afraid! Trust the utility to do the job properly.

Symptom 1

You were trying to update the firmware in your PM, and your PM is now stuck on "Concept2 USB Flash Loader" or "Concept2 USB Flash Loader Update" and isn't doing anything else.

Resolution 1

Upgrade to Concept2 Utility 6.41 and try the firmware update again. If the problem persists after upgrading to 6.41, take the following steps:

1. Without unplugging your PM from your computer, close the Concept2 Utility and reboot your computer.
2. Restart your computer and relaunch the Concept2 Utility.
3. When the "Do you want to program the application?" message appears, click Yes and let the utility finish the update.
4. If the above does not work, please contact rowing@concept2.com for assistance.

Symptom 2

You were trying to update the firmware on your monitor and now the monitor is dead (that is, the monitor screen is completely blank).

Resolution 2

Upgrade to Concept2 Utility 6.41 and try the firmware update again. If the problem persists after upgrading to 6.41, take the following steps:

1. From the PM, remove the USB Cable and the battery pack (PM4 only) or top D cell battery.
2. On the monitor face, simultaneously press and hold Change Units, and the top and bottom buttons (first and last grey button the right), while re-inserting the battery pack (PM4 only)/D cell battery. "Concept2 USB Flash Loader" should now appear on the PM display.
3. Plug in the USB cable and try the update again.
4. If the above does not work, please contact rowing@concept2.com for assistance.

Symptom

You use the Concept2 SkiErg and upload your SkiErg workouts to your online logbook; however, all your SkiErg pieces are marked as indoor rower pieces in your online logbook.

Resolution

Upgrade to Concept2 Utility Version 6.30 or higher. Future SkiErg workouts will be correctly uploaded as type "skierg."

To correct previously uploaded workouts, you can either edit the Type value for those workouts in your online logbook. Or, if you still have the workouts on your logcard, you can delete those workouts from your online logbook, and re-upload them after you have upgraded to Concept2 Utility Version 6.30.