Thanks for the link Mark. I have also been exchanging emails with Polar Tech Support. They gave me
the same line and suggestion.
I suspect the problem is greater than the norm in my situation. I have done everything perfectly and
cleanly and it still does not work. For your FYI, I've included the email exchange between me and
Polar to this point. So you can see how careful I've been in trying to isolate the problem and the
extreme measures I've taken to make sure I'm not doing anything stupid. If you find a hole in my
method and can think of an alternate approach please let me know so I can try it.
Cheers, Scott
****************************************************
Email exchange with Polar...
I followed your instructions and still am having troubles with my USB IR device. I've attached my
system information as your email describes.
Here's the detailed information of what I did and the problems I had.
1. I reinstalled the operating system to be sure everything was completely clean.
2. I applied all updates, patches, latest drivers, etc. for the system.
3. I installed the PPP SW I received with my Polar HRM. I believe the version is 3.0 and rebooted.
4. I downloaded the 4.00.025 version of PPP from your website using the URL provided in your email.
5. I installed the 4.0 version of the PPP software and rebooted.
6. I connected the Polar USB IR device for the first time and followed the recommended option for
installing the driver.
7. The installation hung when copying the files to install the driver. I let it go for about ten
minutes. I then unplugged the Polar USB IR device and the installation immediately completed.
8. I rebooted the computer.
9. I plugged in the USB IR device and checked the Hardware Devices and it showed the Polar USB
device installed and there was no exclamation mark near it.
10. I rebooted the machine leaving the Polar USB IR device connected. The computer hung during the
Windows XP started up. I let it go for a couple of minutes but it did not start. I unplugged
the Polar USB IR device and the OS immediately continued and gave me the login screen.
11. I reconnected the Polar USB IR device and started the PPP software. It would not connect to the
Polar USB IR device.
I hope this detailed information will help you assist me with this. I know the Polar USB IR device
works. I have used it for a long time on another computer. I can still use it on that computer and
it works just fine. I want to retire that computer as it is very old.
Thank you for any assistance you can provide.
Cheers, Scott Lindner
--- said:Dear Mr. Lindner,
Thank you for your email. We apologize for the delay in responding to your message.
If you are using Polar IR Interface for USB port you need to have the PPP SW
3.02.007 or later in your computer. The drivers for the Polar IR Interface for USB port are
installed when installing the Polar Precision Performance software version 3.02.007 or later
or running the update file for the version 3.02.007 or later. You can check the version by
selecting Help - About. However, it is recommended to use always the latest software version.
You can find the update file on the following link:
support.polar.fi42256C2B001E0F6A42256B27003FOpen ↗
EA5F?OpenDocument
Quoted message said:NOTE!! When updating or installing the software the Polar IR Interface must NOT be connected to
the computer's USB port.
After the installation/updating process you can connect the interface. The USB Interface Auto
Check function is on by default i.e. if the Polar IR Interface for USB port is connected the
software detects it automatically and uses in IR communication.
Normal functioning
When clicking the HR Monitor Connection button on the toolbar the yellow light inside the
Interface should start flashing. Although the light does not flash you can try the
communication with the HR monitor; only the led in the Interface may be defective. The IR
Communication box is displayed on the computer's screen. On the HR monitor display the Infrared
COM text and percentages are shown.
Checking the Polar USB drivers
You can check in the Windows Device Manager that the drivers are installed properly. Connect the
Interface into the USB port and open the Windows Device Manager
e.g. by pressing the Windows key down and then pressing the Pause/Break key. Check that
PolarUSB Interface is displayed. Then select Polar USB Interface, right-click and select
Properties from the shortcut menu. Check that there is text "This device is working
properly" in the Device Status pane on the General page.
NOTE!! Any signs e.g. an exclamation mark should not exist in front of the Polar USB
Interface text.
(Embedded image moved to file: pic07510.pcx)
Troubleshooting
INSTALLATION RELATED ISSUES The Polar IR Interface for USB port should be installed with the
instruction in the user manual of the Interface. The most important thing is NOT to have the
Interface connected into the USB port when installing/updating the software for the first time to
the version that installs the Polar USB drivers i.e. to the version 3.02.007 or later. If the
Interface is connected but the Polar USB drivers do not exist in the computer it is necessary to
remove the drivers by using Polar USB Remover Tool. You find the detailed instruction and the tool
from the page (Document link: Database 'Polar Knowledgebase 2003', View 'Published\By Product and
Type', Document 'How to remove incorrectly installed drivers of Polar IR Interface for USB
port'😉How to remove incorrectly installed drivers of Polar IR Interface for USB port. On Windows
2000 or Windows XP operating systems, the user must have been logged in with administrator rights
to install Polar USB drivers to the system. You can install the Polar Precision Performance
software with user rights, but the Polar USB drivers will not be installed. When
installing/updating the software version 3.02.007 or later without administrator rights to
computer's running Windows 2000 or Windows XP the error message "Installation failed" is
displayed. However, the software is installed properly and it works without problems, only Polar
USB drivers installation has failed. Installing without administrator rights may cause problems
later when installing the Polar USB drivers. HARDWARE RELATED ISSUES If the yellow light inside
the Interface is not flashing, check that it is connected properly to the USB port. If it is
possible, try the communication with another interface unit to ensure that the Interface is not
defective. Check that the USB port is not broken, and it is not disabled on computer's BIOS. If
the computer has several USB ports try another one. For example, try another port if everything
seems to work properly but no data is transferred. Unplugging and then reconnecting the Interface
into the USB port may enable the IR communication. If the communication begins to work after
replugging, the Interface is defective. In that case, please contact your local distributor to
change the Interface. You can find the distributor information from Polar Web site. However, you
can use the Interface by unplugging and then replugging it after starting the computer. Although
the operating system should handle the devices installed on the same IRQ line, sometimes problems
may occur after installing a new device e.g. a modem or a network card. The IRQ lines can be
checked on the Device Manager. If the USB port stops working after installing a new device, remove
the installation and then reinstall the device. Normally it will be installed on another IRQ line
as in the previous installation and the USB port is not interfered by this device. If you have a
lot of USB devices installed to your computer they may interfere with the functioning of each
other e.g. Polar IR Interface. The USB version for Polar IR Interface should be 1.1. or later. The
USB version in the computer can be checked from the computer's manual, for example. However, most
of the computers are using the USB version 1.1. or later. The computer is too slow for Polar IR
Interface for USB port. The minimum is Pentium 200 MHz. OPERATING SYSTEM RELATED ISSUES Updating
the operating system may fix also data transmission problems via computer's USB port. Note that
any device e.g. Polar IR Interface should not be connected to the USB port while updating the
operating system. Sometimes updating the operating system may also cause problems. If the data
transmission is stopped after updating the OS, you can try if resuming the OS to the previously
existing installation reverts the data transmission. The operating system may be "aged".
Especially Windows
95 / Windows 98 and Windows Me may become "aged" after a long time use (2-5 years). The possible
reason for this is that installing several programs mix different files in the OS (e.g. .dll
files) so that the system functions in an irregular manor
e.g. crashes without any sensible reason. Updating the most important system files e.g. by
installing the latest version of the Microsoft Internet Explorer may help. However,
reinstalling the whole system is the most effective way to stabilize the system.
Removing and reinstalling the Polar USB drivers
1. Connect the Polar IR Interface for USB port to the computer's USB port.
2. Open the Windows Device Manager and select Polar USB Interface.
3. Click the Remove button. The operating system removes the drivers.
4. Unplug the connector from the USB port and after a while connect it again. The operating system
reinstalls the drivers.
5. Try the IR communication.
If the communication does not work run the update file for the version PPP SW
3.02.007 or later to install the drivers. The drivers can be installed also by running the
usbsetup.exe file in the ...\Polar Precision Performance\USB folder.
The removing procedure in the operating system does not remove all components and register entries
in the system. If the communication does not work after using the removing features in the system
you can remove Polar USB drivers and register entries by using the Polar USB Remover Tool, and
after that reinstall the drivers. You find the detailed instruction and the tool from the page
(Document link: Database 'Polar Knowledgebase 2003', View 'Published\By Product and Type',
Document 'How to remove incorrectly installed drivers of Polar IR Interface for USB port'😉How to
remove incorrectly installed drivers of Polar IR Interface for USB port.
Additional information for Windows XP Home/Professional operating system
If the communication does not work after performing these troubleshooting issues, please provide
us with additional system information.
Please perform the following steps:
Connect the Polar IR Interface into the computer's USB port. Select Start - Programs -
Accessories - System Tools - System Information. Then select the System Summary row. Select
File - Export to save the whole system information in .txt mode.
Please email the file as an attachment to us so that we may further assist you.
If you continue having difficulty please contact Customer Service at 800-227-1314 or 516-364-0400.
Thank you for choosing Polar.
Customer Service POLAR ELECTRO INC.
[email hidden] 2/14/2004 12:42:19 PM
Feedback from helpdesk page:
"I have been having serious troubles getting the IR USB interface to work on this machine. I have
reinstalled the operating system numerous times and still cannot get it to work. I have used the
USB driver remove tool from your website and each time when I reinstall the Windows 2000 USB
driver provided by your software it hangs when installing the driver. Can you provide any guidance
so I can use your product?"
Name: Scott Lindner
Email: [email hidden]
Product: "IR USB" Serial: "M218900501813" Browser: "Desktop, Windows 2000, IE 6.0" Computer type,
Internet browser, Operating system: "4.00.025"
Quoted message said:ATTACHMENT part 2 application/octet-stream
name=pic07510.pcx
__________________________________
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