Troubleshooting - English

8/11/2019 Troubleshooting - English

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Troubleshooting Guide

Installation

Installation Fails

Installation stops right at the end

DB Err: Unable to Retrieve String

EVTENG.EXE has been detected

Licensing

ODBC is in use by another process and is locked in the service tool

License Error LIC0101



LIC 303, LIC 301, or Severe Licensing Error

Communication/Comm Adapter

142 error

213 error

230 Error code - The Requested Port is in Use By Another Process

443 error

453 error

231 error

How to flash CAII

How to set up the USB to Serial Adapter

Runtime Errors

How to open/view Warranty Reports

Run-time Error "457" when selecting a custom status group

Start Managers Failed/Initialization of comet failed

Flash

Flash Error 40959

Winflash reports lost license

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Installation Fails

If the service tool installation fails, please check for the following processes: EVTENG.EXE, PVCSTKN.EXEand the Google Desktop application. If any of these applications are running, the installation of the service toolwill fail. Please end these processes in order to successfully complete the service tool install.

Installation stops right at the end

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4. Close SAP-related programs:

1. Select Start, and go to the Settings menu, and then to the Control Manager icon.2. Select Administrative Tools3. Go to Services4. Select the SAP service, and select Stop

5. If the problem persists, please perform the following steps:1. Copy the service tool disk to the local drive

2. Restart the PC in safe mode, and retry the service tool install.


NOTE:Ensure that the user has Administrator or Power User rights.

Please perform the following steps:

1. Record the service tool serial number.

2. Go to Start > Settings > Control Panel, and select Add/Remove Programs.

3. Select the service tool from the list, and remove it.

4. Perform a search on the hard drive for "technician," "cat.ini," and "oipdfndr."

5. If any files are related to the service tool, delete them.

6. Go to Start > Run and type in "regedit"7. Select "H_KEY_LOCAL_MACHINE_" and select the "+" to the left.

8. Select "Software" from the left-hand pane.

9. Select the "Cat INC." folder under Software and select the "+" in the left-hand pane.

10. If a service tool folder exists, right click on the folder and select delete.

11. Exit the registry and reboot the PC.

12. Reinstall the service tool.



1. Uninstall the service tool.2. Download and unzip 103V5X.zip.

3. Run 103.bat.

4. Run cks.exe.

5. Run setupex.exe.

6. Reboot computer.


8. Relicense the service tool.


NOTE:NetworkX must be installed and running for the service tool to install properly.If using Windows XP, please perform the following steps:

1. Right-click the service tool icon and select properties

2. Select the Compatibility tab.

3. Under Compatibility mode, select the checkbox for "Run the compatibility mode for..."

4. Select Windows 2000 in the drop-down box.

5. Select "Apply" and select OK.



2. If the reinstallation does not resolve the issue, then go to Start > Settings > Control Panel > AdministrativeTools.

3. Select Service.

4. Confirm that CrypKey License appears in the service list. If CrypKey license does not appear in the servicelist, run the SETUP_CK.EXE program located in the Windows directory (i.e. C:\WINDOWS\).

5. Confirm that NetworkX is running. Right-click on My Computer and select Manage. In the left-pane, right-




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click the Device Manager, and select View/Show hidden devices. Under Non-Plug and Play, the NetworkXcomponent should be listed. If there is an exclamation point next to the NetworkX component, please performthe following steps:

1. Reinstall the service tool, and stop at the language selection screen.

2. Cancel the installation. The NetworkX component should be installed by the language screenin the installation.

6. If the NetworkX component is not shown in the Device Manager screen, please perform the following steps:

1. Go to Start > Settings > Control Panel.2. Select Services.

3. Select CrypKey License under Services.

4. Select Stop.


NOTE:If NetworkX is not or cannot be installed, please perform the following steps:

1. Go to Start > Run and type cmd.exe to open a Command Prompt Window.

2. Type C: and press Enter to Change to the C: directory.

3. Type cd windows in Windows XP, or cd winnt in Windows 2000.

4. Type "setup_ck.exe /d" and press Enter. This will remove the CrypKey Service.

5. Type exit and press Enter to close the Command Prompt window.

6. Open Windows Explorer and navigate to C:\Windows in Windows XP or C:\WINNT in Windows 2000.

7. Run the "Setup_ck.exe" file to reinstall the CrypKey Service.8. Verify that the CrypKey Service is started:

1. Go to Start > Settings > Control Panel > Administrative Tools and select Services.

2. Locate the CrypKey service in the Services window. Verify that the CrypKey service is started. If theCrypkey service is not started, select the CrypKey service and select the Start button.

3. Select OK.

LIC 303, LIC 301, or Severe Licensing Error


1. Open My Computer, go to C: > Program Files and find the service tool folder

2. Right-click on the service tool folder and select Delete.3. Reboot the PC.


5. License the service tool.

142 Error


1. Confirm that the communications adapter is connected to a power source (e.g. ECM). Verify that the vehiclekey is turned on and that the communications adapter is powered.

NOTE: If the communications adapter is connected, but is not receiving power, then the communications

adapter is faulty.2. Confirm that changes register on the Communications Adapter's status lights when attemptingcommunication.

3. Verify that all cables are securely plugged into the computer, the communications adapter, and serviceconnector.

4. Verify that all Preferences are correctly set. If changes are made, connect again.

5. If using the black Communications Adapter II (CAII), then verify that the Caterpillar CommunicationAdapter II Toolkit is installed on the PC.

6. Confirm that the Com Port that is associated with the Communications Adapter is working. Reset the ComPort if necessary.

7. If Palm Pilot software is installed and active, disable that software.

8. If an infrared port in active, disable that port.

9. If there is a modem, or another device, on the same Com Port, or a counter Com Port (i.e. 1 & 3, 2&4) thendisable that device or move it to another port.

10. Verify that the Com Port is set up correctly in the Device Manager in the Control Panel as well as in thePC's BIOS.NOTE:Standard Com / LPT port settings are as follows:




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Com 1 = 03F8 IRQ 4Com 2 = 02F8 IRQ 3Com 3 = 03E8 IRQ 4Com 4 = 02E8 IRQ 3LPT 1 = 378H IRQ 7LPT 2 = 278H IRQ 5

WORKAROUND:Use the printer port.

If the printer port does not work, please perform the following steps:

1. Access the BIOS

2. Note the current parallel port setting.

3. Change the setting to bidirectional/ECP/EPP until a setting is found that resolves the issue.NOTE: If using an IBM Thinkpad laptop, access Thinkpad Configuration in the Control Panel to change

parallel port settings. Try EPP setting first.

213 ErrorPlease perform the following steps:

1. Verify the preferences in CAII toolkit match the service tool preferences (including baud rate setting) and tryET again.

2. Reset com port if using a serial port connection and try the service tool again.3. If modem is on same com port or counter com port (1 & 3 or 2 & 4), disable it or move to another port andtry ET again.4. Insert the service tool or Install Disk in CD Rom Drive.

1. Click Start | Programs | Windows Explorer.2. Click drive containing the CD.3. Click CAII folder.4. Click the 2.22 folder.5. Double-click Setup.exe.6. Follow on-screen installation instructions.7. Restart the computer and try the service tool again.

5. If the above does not resolve the problem, click Start | Run.1. Type regedit.

2. Click OK.3. Click plus sign next to HKEY_LOCAL_MACHINE.4. Click plus sign next to Software.5. Click plus sign next to Microsoft.6. Click plus sign next to Windows.7. Click plus sign next to CurrentVersion.8. Click plus sign next to SharedDLLs.9. Right-click ca2rp.ini and click delete (if present).10. Right-click ca2rp32.ini and click delete (if present).11. Right-click ca2rp.dll and click delete (if present).12. Right-click ca2rp32.dll and click delete (if present).13. Right-click ca2.cfg and click delete (if present).14. Right-click CATserv.exe and click delete (if present).

15. Right-click CAT_CAII.INF and click delete (if present).16. Close the Registry Editor.17. Insert the service tool CD or Install Disk in CD Rom Drive.18 Click Start | Programs | Windows Explorer.

19. Click drive containing the CD.

20. Click CA2 folder.21. Click the 2.22 folder.22. Double-click Setup.exe.23 Follow on-screen installation instructions.24. Restart the computer and try the service tool again.

6. If the problem remains, disable the infrared port.

230 Error code - The Requested Port is in Use By Another Process





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1. Reboot PC.

2. If the above does not resolve the issue, disable Palm Pilot software.

3. If the problem persists, reinstall the CAII drivers.

4. If the problem persists, reset the COM port.

5. Change the port settings in device manager.

1. Right -click on My Computer and select Manage

2. Click on Device Manager

3. Select the + to expand the Ports section4. Select the COM port

5. Select Port Setting and select the Advanced button

6. Change COM Port Number to an available port number

7. Select OK and OK to close window

8. Reboot the PC

6. If the problem persists, use the parallel port for the Communication Adapter.

Error 443


1. Connect CAII to Electronic Control Module (ECM).

NOTE: Do not open ET.

2. Click Start | Programs | Caterpillar Comm Adapter II | Comm Adapter II Toolkit.

3. Click Utilities | Application Firmware Flash.

4. Click ca2v2i2.apf.

NOTE:Select Firmware version ca2v3i0.0.apf for SIP, ca2v2i2.apf for RP1210

5. Click OK.

6. Click Begin Flash.

7. Click top right "X" to exit program.

8. Begin using the service tool.

453 Error


1. Cycle power on the truck.

2. Use the Special Use Serial Cable - 196-0055

3. Change the baud rate up or down, test for success at a different baud rate.

4. Test the Communication Adapter with another computer.

5. Test a different Communication Adapter on another computer.

6. If the 453 error persists, uninstall and reinstall the Communication Adapter II (CAII) software.

7. If the 453 error persists, reset the COM port.

8. Disable the infrared port (if applicable).

9. If the 453 error persists, use the parallel port.10. If the parallel port is unavailable, then flash the Communication Adapter II:

1. Close the service tool

2. Open the Caterpillar Communication Adapter II Toolkit from Start > Programs.

3. Select the Utilities menu.

4. Select the Application Firmware Flash from the Utilities menu.

5. Flash the Communication Adapter II with the CA2v3i0.0apf flash file.

6. Open the service tool and select the Utilities menu.

7. Select Preferences from the Utilities menu.

8. Choose the following adapter - Caterpillar Communications Adapter II (Serial IP).

9. Select OK

231 Error




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1. Confirm that the Communication Adapter in connected to the correct serial port.

2. Change the baud rate up or down, test for success at a different baud rate.

3. Confirm that the Communication Adapter software is updates to the latest version.

4. Open the service tool, select the Utilities menu, and choose Preferences from the Utilities sub-menu.

5. Choose the correct communication port.

6. Attempt to connect to the ECM. If unable to connect, then the serial port is not being recognized.

7. Contact the computer vendor, or your support department to verify settings in the BIOS and operation of theserial port.

8. If port settings in Device Manager match the preferences in the service tool, then reinstall theCommunication Adapter drivers.

Workaround:Use the printer port for Communication Adapter.

How to flash CAII


1. Connect the Communication Adapter II (CAII) to the ECM.NOTE:Do not open the service tool.

2. Select Start > Programs > Caterpillar Communication Adapter II > Comm Adapter II Toolkit3. Select Utilities > Application Firmware Patch.

4. Select ca2v2i2.apf

NOTE:Select Firmware version ca2v3i0.0.apf for SIP, ca2v2i2.apf for RP1210

5. Select OK.

6. Select Begin Flash

7. Select the X, in the top-right corner, to exit the program.

8. Start the service tool

How to set up the USB to Serial Adapter

Please perform the following steps:1. Plug USB to Serial Adapter to USB port. Windows will prompt for the location of the driver.2. Insert the USB software driver CD included with the Adapter in the CD drive, Windows will finish installing the driver.3. Right-click on the My Computer icon, and select Properties.4. Select the Hardware tab and click on Device Manager.5. Expand the Ports (COM & LPT) option by clicking the arrow to its left.6. Verify that the adapter is listed as "Prolific USB-to-Serial Comm Port" and a port number has been assigned to it.7. If the adapter is listed as "Prolific USB-to-Serial Bridge," then please perform the following steps:

1. Download USB Drivers and unzip to the Desktop.2. Double click the Win98-2000 folder.3. Double-click the DRemover98_2K.exe file, and click OK to restart the PC.4. Ensure that the USB-to-Serial adapter is plugged into the computer.5. When the computer restarts, right-click on My Computer and select Properties. Note: If the New Hardware wizard

appears, select the "No, not at this time" option, and click Next.

6. Select the Hardware tab, and click on Device Manager.7. Right-click on the USB-to-Serial entry in the device listing, and select Update Driver.8. Select "Install from a list or specific location (Advanced)" and select Next.9. Select the USB Adapter in the device listing, and click the "Have Disk..." option.

10. From the Install From Disk window, select Browse.11. Select the Desktop and select the Ser2pl.inf file. Note: The file may be located under a WinXP folder on the

desktop.12. Select Open and Select OK.13. Select Next to install the driver. Note: If a window appears stating that the hardware has not passed Windows

testing, select the Continue Anyway option.14. Select the Finish option.15. In the Device Manager window, the adapter should now be listed as "Prolific USB-to-Serial Comm Port."

Please note that the service tool is only able to use COM ports 1-4. If the driver was assigned to a higher port number, a new

port number must be assigned. Please perform the following steps to reassign the port:

1. From the Device Manager window, right-click the adapter and select Properties.2. Select the Port Settings tab and select Advanced.3. Change the COM Port assignment (COM 1,2 or 4) and select OK on all currently open windows.




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4. Open the service tool application, select Utilities and then select Preferences.5. From the Preferences window, change the COM Port assignment to the port that was selected in step 3 and select OK.

How to open/view Warranty ReportsPlease perform the following steps:

1. If the file is on the network, copy the file to the hard drive of the localcomputer.

NOTE: Report files cannot be opened from a network drive. Thisis as-designed.

2. Ensure that Internet Explorer 6.0 is installed.3. Ensure that the PC is connected to the Internet.4. Double-click on XML file on desktop.5. XML file will open.

OR1. If the XML file was sent via email, please perform the following steps:

2. Right-click on the file and select Edit and select Notepad.3. Hold Ctrl key + F key and type in ! in search field.4. Delete all exclamation points (!) in file.5. Save the file.6. Try to open the XML file.

OR1. Click Disconnect icon or Disable Trainer in the service tool.2. Click Open and select Warranty Report Data File.3. Select the appropriate file and click Open.4. XML file will open.

Run-time Error "457" when selecting a custom status groupWhile selecting a custom status group, if you receive a "457" error and the status screen appears to be populated with hashmarks, then perform the following steps:

1. Acknowledge all error messages and exit the service tool using the 'X' in the upper right hand corner of thewindow. This will also result in error messages. Acknowledge them until the service tool closes.

2. Delete the file "STPLUserDB.ocd" in C:\Program Files\\Data\, where is the name of the tool installed.

This will result in the loss of all currently saved custom status groups, but custom status groups should work properly afterdoing this.

Start Managers Failed / Initialization of Comet failed


1. Close and re-launch the service tool.2. If the problem persists, select Start and select Run.3. Type regsvr32 "C:\Program Files\Common Files\Offboard Information Products\comet\cometps.dll"4. Select OK and a "Succeeded" message should appear. If this message does not appear, reinstall the service tool.5. Select Start and Select Run.6. Type: "C:\Program Files\Common Files\Offboard Information Products\comet\comet.exe" - RegServer7. Select OK.

If this process does not resolve the issue, please perform the following steps:

1. Open the My Computer folder, and select C:2. Browse to C:\Program Files\Common Files3. Delete the Offboard Information Products folder.




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If that process does not resolve the problem. then uninstall any Internet Pop-up Blockers and re-launch the service tool. If theStopZilla Popup Blocker is installed, uninstall that application, and reinstall the service tool. The StopZilla applicationremoves the comet.exe file, which is necessary for the service tool's operation.

If the problem persists, and you do not have popup blocking software installed, please perform the following steps:

1. Open the My Computer file and select C:2. Go to C:\Windows\system32 (for WinXP) or C:\WINNT\system32 (for Win2k) and locate the oipdfndr32.dll file. If the

oipdfndr32.dll does not measure 152KB in size, delete it3. Reinstall the service tool.

If the oipdfndr32.dll file is 152KB, please perform the following steps:

1. Uninstall the service tool.2. Open the My Computer folder and select C:3. Browse to Program Files, and delete the service tool folder.4. Browse to Program Files\Common Files and delete the Offboard Information Products folder.5. Select Start, and select Search or Find...6. Search for and delete the following files: etech*, stwdefender*, oipdfndr*, technician*.7. Select Start, select Run and type regedit, select OK.

8. In the Registry Editor, locate the HKEY_LOCAL_MACHINE | Software folder and delete the Caterpillar Inc. folder.9. Reinstall the service tool.

If the problem persists, please perform the following steps:

1. Right-click the My Computer icon and select Manage.2. Expand the Services and Applications option by clicking the "+" to its left.3. Select Services.4. In the right-hand column, double-click the Remote Procedure Call (RPC).5. Click the Log On tab and select the Local System Account option and select Apply and OK.6. Restart the computer and launch the service tool.

Flash Error 40959

This is a communication related error. Some ECMs now support a newer, faster data link called J1939. Flashingan ECM on this data link is about twice as fast as flashing an ECM on Cat Data Link. The service tool willautomatically select the fastest data link possible for flash (this is usually the J1939 data link, if it is available).There are some intermittent problems with J1939 flash. As a temporary measure to address these concerns,there is a method to disable J1939 flash if it is failing. In the directory where the service tool is installed, thereare two small programs named: "J1939Off.reg" and "J1939On.reg". Using Windows Explorer, locate anddouble click on J1939Off.reg to turn off flashing on J1939. J1939 flash will remain off. Conversely, doubleclicking J1939On.reg (re)enables J1939 flash.

Note: Some controls, may require J1939 flash to be turned on; others will require it to be turned off. If theservice tool can connect to an ECM, yet the ECM does not show up on the list of available ECMs to flash inWinflash, that ECM may require J1939 flash to be turned on.

Winflash reports lost license

This error is random, and therefore is not able to be recreated or resolved yet. If you have a valid service toollicense, and you receive a message stating that you need to re-license the service tool, please shut down theservice tool and reboot the computer to resolve this problem. If you continue to get this message please contactthe help desk. This condition is still being investigated.


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