signal Express malfunction

[malfunction]

The signal express was initially working on my PC at Nottingham university malaysia campus. after 30 days it started to give problem. the field engineer from malaysia came and install the signal express 2010. he did not complete his work and left the place. we reported to  malaysia ni and they are asking us to format the pc now which has other software.

anypne pls help. we puchased USD 3,500 from ni but the service is poor. malaysia center cannot solve it for one month.

pls help us ni.

[enderWiggin10]

Hi malfunction,

I apologize for the delay in the response on the issue.  It is possible that you were running the evaluation version of Signal Express beforehand and now you are only running the Lite Edition.  The Evaluation version has all functionality of the Full Versions, but only for 30 days.  Did you purchase a serial number for Signal Express initially?  Are there any errors being thrown by Signal Express?  What is the problem that it started to give you initially?  Please provide screenshots of the errors if you have them.  I apologize again for the delay, and hopefully we can get to the cause of the issue.

Best,

[malfunction]

This is my PhD Project. We want to measure analog signals from spot welder. As such, firstly the sales man of ni gave me 30days evaluation cd. we purchased the DAQmax card, connector 68 and cable 2m and 

we use the evaluation signal express 2009.  it worked nicely. After that we purchased original signal express 2009.

initially the DAQmax card was supported with measurement and automation software and it is working till now. we managed to see the sensed signal. after that we want to see multiple channel we install the signal express evaluation and completed few testwith good results.

When we install the original after the initial instalation of evaluation, it started to give problem. everytime we on it, it shows, the program is not responding.

IT experts of nottingham university have registered the ni product online. we got the key via email.  

We call the ni malaysia and they said delete everything and install original. we did so. problem continued. they suggested to download from internet. we did so. still problem existed. they sent one field engineer. this man download the signal express 2010 from internet with NIDAQ920f1...as driver. he did not complete his work in notttignham university and he requested my self to install it. he left the place. i install it. it does not work. we are keep calling them. but....

today they lady sumayyah.mustafa@ni.com asked indirectly to format my pc which was formatted before. when i open my previous work that i saved in my hard disc, it opened and start to measure the signals.

Now I'm really regret with NI product. we spent abt USD 3,500.  they are simply delay abt 1 month and more. I made phone call to NI 4 times and told them A-Z. they simply take info but again and again ask me to write email the same issue. more than 5 email was sent......

Each and every email is saved in my inbox. Is this how NI technically supports?

Nachimani

B.Eng(EEEng),M.Sc(EEngi), MIEEE

[enderWiggin10]

Hi malfunction,

Thank you for your reply.  Based on your post:

"today they lady sumayyah.mustafa@ni.com asked indirectly to format my pc which was formatted before. when i open my previous work that i saved in my hard disc, it opened and start to measure the signals."

do you mean to say that the program is now functioning correctly?  If not, when does it state that Signal Express is not responding, at launch of program, when trying to run, when trying to save?  Again I apologize for the delay you have encountered along the way.

Best,

[malfunction]

Hello there,

Thanks for your timely reply! The program is not working properly. Firstly my saved, previous files are working. When I click those files, it opens and measures the signal. but multi channels are not working. Secondly, when we switch on from the icon of signal express, it opens a window very blank and says "the program is not responding"

Pls read below ,a portion of sumayah email.

Please provide us with these information:

1) IT department password for the administrative rights to the pc
2) The installer that you received with your Signal Express purchase
3) The PC's recovery disks and the Windows (OS) recovery disks
4) Please back up all your data from the PC. Any data loss is not my responsibility.
5) The pickup location address and your contact number for the pick up guy.

what does her email mean ? first she asked me to send it to her office which is abt 40km away from my office. second she sent a field engineer to meet up at 2pm, but the man arrived at 3pm with a smile say "sorry" and the field engineer left without installing the latest signal express 2010.

actually we want to set up identical 3 welding bay for student and post graduates at university. so we cancel the other purchase from purchasing dept, only then these people started to help us. They have suggested 4 types of attempt on correcting the system and i have done it.

Pls note: my intention is not to complaint anyone but they are not very helpful in my case. We use trial version of DEWTRON software for the same DAQmax card, it worked. When we use the automation and measurement software, it worked. Why the signal express is not working after install the original? Hope you can understand my situation...

nc 

[enderWiggin10]

Hi malfunction,

Unfortunately I cannot vouch for how everything works at the Malaysia branch, and I cannot vouch for the Applications Engineer who you were working with.  This will have ot be taken up with the Malaysian brach.  I can only apologize for the inconvenience you have incurred.  If it is necessary to bring the device in for repair or if they are going try to repair your PC, they will need all information as requested by the email.

Also, there are problems that can happen with our software, as well as other software programs, that do require a reformat of the hard disk.  Sometimes, the software is not installed correctly, or is not upgraded correctly and the registry is damaged.  You can run a registry cleaner to help with this, but a reformat can be faster at times.  If you are able to open existing files, is it posisble to open an existing file and then choose to create a new project once the file is open?  This could serve as a workaround until you are able to find a working solution with the Malaysian branch. 

My recommendation is to uninstall the non-working program and reinstall the version for which you have a license to use and activate immediately.  It was not necessary to reinstall the program ontop of the evaluation version.  All that was necessary was to activate the evaluation product using the NI License Manager.  If this does not work and the problem persists, you can try a registry cleaning program or reformat the machine and start from scratch.  This will clean the registry errors as well.

Best,

[malfunction]

Hello There,

Krishna.Vishnu@ni.com has found alternative for the matter without formatting the hard disc. He managed to install 2008 version (signal express 3.0). Moreover, we cannot simply allow all the software supplier to format pc because it has other software and everytime you install it , it has to be calibrated with machine sensitivity.

For the newly developing welding bay, nottingham university called dewetron to do all the necessory software system. Thanks for help so far.

Nachimani.

[enderWiggin10]

Hi malfunction,

I am glad that the Malaysian branch was able to resolve the issue for you.  Best of luck with the application.

Best,