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I put the LogTag in the Reader and … nothing happened

When you pop your LogTag into the Reader, the LogTag Analyzer software should automatically download the data and show you a graph of temperature data.

But what if it doesn’t?

Here’s how to troubleshoot.

Step 1: Check that you only have one instance of LogTag Analyzer open

If the LogTag Analyzer software is already running and you double-click the icon it will open a second instance. However, the Reader data will only be visible in the first instance. If you have a second copy open, close it, and you should see your temperature data in the other copy.

lt-analyzer-two-instances
It’s possible to have two instances of LogTag Analyzer software running. The second one won’t work, so close it.

Step 2: Find out if the problem is with the LogTag or the Reader

In LogTag Analyzer, click on LogTag>>Download.

downlaod menu

This will open a window showing either Figure A or Figure B.

problem with the Reader.
Figure A: No locations found. This means there’s a problem with the Reader.
USB Reader found
Figure B: USB Reader found, but no LogTag

If you see Figure A, the problem is with the Reader. Go to Step 3.

If you see Figure B, the problem is with the LogTag, Go to Step 4.

Step 3: A problem with the Reader

Check that the Reader is plugged into a USB slot on your computer. Sometimes, the Reader can have issues if it is plugged into a USB hub rather than directly into the computer.

Still nothing? Try restarting the computer. Sometimes, the drivers for the Reader can get lost. A reboot often fixes things.

If that doesn’t work, you can download the drivers from our Software page, and install them manually.

If you’ve tried all this and your window still looks like Figure A, call us on 1300 30 33 34.

Step 4: A problem with the LogTag

If the LogTag is plugged into the Reader and your window looks like Figure B, it means that the Reader is there, but it can’t talk to the LogTag.

The LogTag battery might be depleted

The most common cause is that the LogTag battery is flat. The models with non-replaceable batteries generally last around 2 years (depending on the sample rate and some other factors). Once the battery goes flat, you will need to buy a new LogTag. The models with replaceable batteries generally last 12-18 months before the battery needs replacing.

The LogTag might be stopped

If the LogTag might be brand new and never started, or it might have been stopped (hibernated). In both cases, you can start the LogTag by going to LogTag>>Configure. See our page for tips on configuring your LogTag.

The Reader may be faulty

Check the contacts inside the Reader. Occasionally, one of the spring-loaded contacts will get stuck or dirty.

LogTag Reader

 

What is covered with our shipping insurance?

Our normal terms and conditions (like most businesses) is that you take possession the moment an order ships. If the order is lost or damaged in transit then, in theory, it’s your problem. In reality we will have a conversation and try to work out a good way to resolve the issue where we are both happy (or not too upset).

Shipping insurance is there to remove the drama. If an order is lost or damaged in transit, we will simply send out a replacement, and we will then deal with the courier directly to resolve the original problem.

Our shipping insurance also means that if an order is delayed beyond what is normal and reasonable then we will send you another shipment (stock levels permitting). Then you should receive one of them sooner, and when the second one arrives you simply Return To Sender.

How much is shipping insurance?

Shipping insurance is 5% of the cost of the goods.

Is it worth it? Practically we have had far less than 5% of shipments have problems. It is, however, what Australia Post and other couriers charge. Ultimately insurance is about peace of mind and less hassle when something does go wrong.

Shipping insurance as an option

Shipping insurance is offered as an option on all our web sites. You can select it at the checkout.

For large orders our staff may also ask if you would like shipping insurance.

If you would like shipping insurance on an order you are placing with us, just ask.

Mandatory shipping insurance

Unfortunately we have had a couple of large orders not make it and then the customer refused to pay. A friend suggested that the easy way to avoid the dispute is to insure any shipments where we have a significant risk.

If you would like an immediate line of credit (30 days to pay) and have the goods ship immediately (no credit check delays) and are purchasing over $500 then we will add shipping insurance to your order.

The shipping insurance can be waived if the order is between $500 and $2,000 and you provide us with a formal confirmation that you accept responsibility of the goods once they ship.

Alternatively you can prepay by direct deposit or credit card.

What is not covered?

If there is a clear proof of delivery to the shipping address provided then we class that as delivered. Unfortunately there are cases where it is lost somewhere between the loading dock or receptionist and ending up in your hands. But we also know that a photo of the bag against a generic grey background is not proof of delivery, it is just proof of existence! It needs to be a reasonable proof of delivery.

It also doesn’t cover the expectation of overnight delivery. For example, if we were to ship to Melbourne (we are in Sydney) then we would expect it to be delivered within about 3 days. Most of the time it is overnight, but there are enough floods and other issues that regularly cause minor delays. Sending a second order the next day tends to not fix the problem. If it is super urgent, talk to us about how we can minimise the risk.

For damage claims we ask that you contact us immediately and we will probably ask for photos or some proof. The shipping insurance doesn’t cover claims weeks later. We do have warranty covering our items, but it excludes physical damage (e.g. being dropped). If the goods are damaged in transit then please let us know ASAP so we can cover it under the shipping insurance.