| Troubleshooting S4 Neo Downloads |
| If you are having difficulty performing a download to your Snooper S4 Neo it is worth going through the following checklist first before contacting us. If you are still unable to perform a download after following this checklist then please contact our Technical Helpline on 0330 232 2020. |
| This guide is in two sections; the first section is a list of things to check before performing a download and the second section consists of possible reasons and solutions to error messages encountered while trying to perform a download. |
| SECTION ONE |
| 1. Have you registered your S4 Neo? |
| You will not be able to download the database unless the S4 is registered. Please telephone our registrations team on 03330 232 2020 to register your unit; or alternatively register online at www.snooperneo.co.uk. |
| 2. Is the S4 connected to a power supply? |
| The unit must be powered up in order to download the database. Please use the AC mains adapter supplied with your unit and connect to the socket marked 12V DC on the unit. Note: The voltage rating on the adapter is 10V not 12V; this is normal. The unit will work off the 12V supply of your vehicle and the 10V supply of the adapter. |
| 3. Is the RS232 computer cable supplied with the S4 connected correctly? |
| Please check that the RS232 lead is plugged into the RS232 socket on the S4 and is plugged in as far as possible. Check the RS232 serial connection is secure to the computer. |
| 4. What operating system are you using on your computer? |
|
The Snooper download software will only work on the following Windows operating
systems: Windows 98 Second Edition, Windows Millennium, Windows 2000 and Windows Xp. THE SOFTWARE WILL NOT WORK ON WINDOWS 95. Apple Macintosh is not supported. To determine which operating system you have on your computer: a) Right click on the 'My Computer' icon on your desktop and select 'Properties' from the drop down menu. b) When the 'System Properties' dialogue box opens the 'General' tab is selected by default. Under the heading 'System' the operating system is displayed. |
| 5. Have you installed the Snooper download software on your computer? |
| If you have not installed the software you will not be able to perform a download to your S4. Once the software is installed there will be a new icon on your desktop: 'PP Snooper S4 Updater'. Please check to see if you have the latest version of the software by visiting www.snooperneo.co.uk and clicking on the link 'download software'. Please Note: there is software on the CD for the Snooper S3. If you install the S3 software it will not download the database to your S4. |
| 6. Have you connected the computer to the internet? |
| The computer needs to be connected to the internet before you can begin to download the database to your S4. |
| 7. Have you configured the S4 to connect to the internet? |
| If you do not configure the S4 to connect to the internet the unit will not download the database. You need to press and hold the MODE/MENU button until 'Tone' is displayed. Once 'Tone is displayed press the MUTE/CANCEL button twice until the display reads 'Download'. Press the SELECT button, the display will read 'Internet'. Press the SELECT button again and the display will read 'Connect'. Once 'Connect' is displayed you need to click 'Start Update' on the Snooper S4 Updater software. |
| 8. What version of Internet Explorer / Netscape Navigator are you using? |
|
The software will only operate if you have Internet Explorer or
Netscape Navigator 4.5 or above. To check what version of Internet Explorer you have; open your browser, click on the 'Help' menu and select 'About Internet Explorer'. This should now display what version you currently have installed. If you have a version older than 4.5 (e.g. 4.0), open your browser, click on 'Tools' and select 'Windows Update'. This will take you to the Microsoft website where you can download the latest version of internet explorer. To check what version of Netscape Navigator you have: open the browser, click on the 'Help' menu and select 'About Netscape Navigator'. |
| SECTION TWO |
| This section is for supplying possible reasons and solutions to problems you may be experiencing whilst trying to download the database to your S4. If after going through section one you are still experiencing difficulty or have received an error message please read through the following: |
| ERROR MESSAGE - 'Unable to communicate with device. Please check connections and try again. You may have the wrong COM port selected.' |
| If there is more than one COM port number available in the software, restart the software and switch the S4 off and then back on again. In the COM ports drop down box select the other number available and click on 'Start Update'. If after trying all available COM ports you still receive the same message you may need to purchase a USB to Serial Adaptor and use a USB connection instead. |
| If you have Active Sync for a PDA or Palm pilot you may need to alter the configuration of the connection settings so that the software does not reserve the port. Please consult your manufacturer's instructions in order to do this. This also applies to mobile phone synchronisation software. |
| If you did not configure the S4 to connect to the internet you may get this message, refer to item 7 in section 1 of how to do this. |
| ERROR MESSAGE - 'There was a problem connecting to the Performance Products server' |
| This error message may have some ftp error codes typically 12002, 12007, 12029, 12030, 12031. |
| If you get an error message with any of the codes listed above this normally means there is something blocking communication between the software, most typically a firewall, and our server. Windows Xp is supplied with an 'Internet Connection Firewall'. Depending on which Service Pack you have for this operating system you will need to access the firewall settings and allow access for the software. We recommend updating to Service Pack 2 as this will allow easier configuration. Please refer to Step 4 in Section One of how to determine what service pack your windows Xp Operating System has. |
| Open the Snooper software and click on the next button. At the top of the software window there is a version number in brackets. If your software is 1-7- 4 or lower please refer to item 6 in Section One for how to obtain a newer version of the software. If you have a version later than 1-7-4 and you have a Firewall on your computer the software may appear to hang and then your Firewall software will inform you that the Snooper Updater software is trying to access the internet. Please make sure that you grant/allow access through the Firewall. Please read the messages supplied by your Firewall software carefully before choosing your option. If you do not allow the program to access the internet through the Firewall, the download process will fail. |
| If no message was prompted by the firewall software uninstall and then re-install the software and perform a download again. |
| Warning: We do not recommend disabling your firewall software in order to perform a download to your Snooper S4 nor can we advise how to alter the settings on third party software nor can we be held responsible for any action taken by the computer user that makes the computer more vulnerable to viruses and computer hackers. Any changes made to the computer firewall settings are at the user's discretion. We would recommend contacting the third party software manufacturer for information of how to configure the firewall software. |
| If for any reason the PP Snooper S4 Updater software does not operate correctly on your computer you may need to go to the Windows Update website and download and install all the Critical Updates and Service Packs available. Once these are downloaded and installed try uninstalling and reinstalling the software and opening the updater software again. |
| Return to main page |
