Troubleshooting

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This section provides the answers to the most commonly asked questions. When this section doesn’t provide a solution, please contact the developer via hantune@han.nl, provide a description of what happened and make sure the errorLog.txt file is attached, which can be found in the HANtune folder. We will get back to your request as soon as possible (usually within one or two working days).

HANtune cannot start or hangs at the splash screen

This may be caused by an outdated version of the Java Runtime Environment (JRE).

Please check which version you have installed currently, by following these steps:

  1. Click the windows home button
  2. Type “cmd” and press “Enter” (command promt appears)
  3. Type “java –version” (without the quotation marks) and press “Enter”

Make note of the message which appears in the command prompt.

In case the command prompt returns “Command not found”: install the Java Runtime Environment by going to the following website and download and install the JRE: www.java.com/en/download/ In case the command prompt returns something like: java version "1.8.0_101", please go to www.java.com/en/download/ and check whether you are running the most recent version of Java. If not, please download and install the latest version.

Issue not solved? Please contact us via hantune@han.nl

HANtune has crashed or stalled

Our policy during development and testing is to avoid all situations in which HANtune can get unresponsive or crashes. Unfortunately, not all situations can be tested and accounted for, so in case this has happened we would like to ask you to contact us via hantune@han.nl. Do not forget to add the errorLog.txt in your email attachment!

HANtune cannot connect

When HANtune cannot connect, usually it’s wise to first check the power supply and correct wiring. Finally it’s advised to use a debug LED (or blinking LED) to indicate that the target’s software is running. If this these three topics are okay, please proceed to the following hints:

XCP on CAN

When HANtune cannot connect via XCP on CAN, please check the following items:

  • Are the communication settings correct?

Hint: Click the menu item “Communication” > “Communication Settings”. The “XCP on CAN” option should be selected. Go to the tab “CAN” and check whether the baudrate and CAN ID’s used for XCP communication are set according to the target’s running application.

  • Does the CAN-bus comply to the CAN-standard?

Hint: Check the resistance between CAN high and CAN low. It should be 60Ω. Not 60Ω? Check the termination resistors.

  • Is the CAN-dongle fully functional?

Hint: Check if the dongle is working correctly using PCAN-View(freeware).

  • Does another application use the PCAN hardware driver?

Hint: Close all other application which might use the PCAN dongle, restart HANtune and reconnect.

Problem not solved? Please contact us via hantune@han.nl with a detailed description of the issue.

XCP on Ethernet

When HANtune cannot connect via XCP on Ethernet, please check the following items:

  • Are the communication settings correct?

Hint: Click the menu item “Communication” > “Communication Settings”. The “XCP on Ethernet” option should be selected. Go to the tab “Ethernet” and check whether the IP address and destination port are set according to the target’s running application.

  • Is the target’s IP address reachable?

Hint: Open a command prompt (start > type “cmd” > press enter) and type “ping” followed by the target’s IP address, for example: “ping 168.254.19.63”. There should be a response. If not, please check if the IP address is correct, check if your application is running (blinking led?) and check whether the PC recognizes the Ethernet connection. (Ethernet connector icon in windows taskbar.)

  • Are the communication settings correct in HANtune?

Hint: Open the “Communication Settings” dialog, and check whether “XCP on Ethernet” is selected in the tab “General”. Also check if the correct IP address is entered in the tab “Ethernet”.

  • Still no connection? Add HANtune to your firewall’s exceptions.

Hint: Go to Windows Firewall (windows home, > type “windows firewall”, press “Enter”) and click “Allow a program or feature through Windows Firewall. Click “Allow another program” and browse to the HANtune executable.

Problem not solved? Please contact us via hantune@han.nl with a detailed description of the issue.

XCP on UART(USB)

When HANtune cannot connect via XCP on USB, please check the following items:

  • Are the communication settings correct?

Hint: Click the menu item “Communication” > “Communication Settings”. The “XCP on USB/UART” option should be selected. Go to the tab “USB/UART” and check whether the baudrate is set according to the target’s running application. Also the assigned COM port should be correct according to the device manager. See next item to check the COM port.

  • Is the right COM port used?

Hint: Go to the Device Manager (windows home, > type “Device Manager” or “Apparaatbeheer”, press “Enter”) and click the item “Ports (COM & LPT). A device called “STMicroElectronics Virtual COM Port” should be visible. The COM port is mentioned at the end of the line. Check whether the COM port corresponds to the one selected in HANtune. (Communication Settings, tab: USB/UART)

  • Does the Virtual COM port driver recognize the device?

Hint: Go to the Device Manager (windows home, > type “Device Manager” or “Apparaatbeheer”, press “Enter”) and click the item “Ports (COM & LPT). A device called “STMicroElectronics Virtual COM Port” should be visible. If not, check if the target’s application is running (blinking LED?). If so, please shut down HANtune, unplug the target from the PC. Plug it in again and restart HANtune. Please refer to the Changelog_KnownIssues.txt file in the HANtune folder for more info on this topic.

  • Using an Olimex E407?

Hint: Because there are two USB ports on the E407, and only one is used for XCP communication, it’s an easy mistake to make. Please make sure to use the USB port which is located right next to the Ethernet connector.

Problem not solved? Please contact us via hantune@han.nl with a detailed description of the issue.

CAN

When HANtune cannot connect via CAN, please check the following items:

  • Are the communication settings correct?

Hint: Click the menu item “Communication” > “Communication Settings”. The “CAN” option should be selected. Go to the tab “CAN” and check whether the baudrate is set according to the baudrate of the currently connected CAN-bus. Also, please note that HANtune currently only supports the PCAN-USB dongle to communicate via CAN. (The XCP on CAN settings can be ignored)

  • Is the CAN-bus functioning correctly?

Hint: PCAN-View is available to download and use for free from www.peak-system.com. Use this application to check for CAN-bus related errors (e.g. bus light, bus heavy, etc.). Dedicated troubleshooting is available on the same website.

  • Is another driver confiscating the PCAN-USB driver?

Hint: Some applications can confiscate the PCAN-USB driver. Please shut down all applications which might use the PCAN-USB driver and try to reconnect in HANtune.

Problem not solved? Please contact us via hantune@han.nl with a detailed description of the issue.