Problems with usb-serial port adapter - where to go for advice?

usignuolo

I think this problem is a bit beyond the scope of these pages but hope someone reading it can direct me to a suitable location where I might be able to get some help.

In brief, two years ago my OH, who is a keen bridge player, purchased a wifi system for recording bridge results at the tables in a tournament (via a small device) and transmitting these to a nearby pc to automatically work out the results. The control box which collects the signal from the table boxes is connected to the master pc via an ATEN com port - serial adaptor.

Several months ago the system started playing up, working intermittantly. Initially this seemed to be because it was reassigning a new com port every time it was turned on, and was internally programmed to a maximum of 20. When it reached this limit, so it was not clearing them and it stopped. Clearing out the COM ports seemed to work for a while. Now however it has stopped working completely.

The OH sought help from the manufacturers - a Dutch company - and was referred by them back to their new UK agent, who has been completely unable to help, and says that there is now a new system on the market replacing the one we use and we should buy that instead. The current system cost the OH over £2000 and the new one will be the same. The UK agents say they cannot offer any discount on a new system. and in any case all the systems only come with a one year warranty.

It is all a pretty poor show but the UK agent is someone who has started selling the systems as a sideline (not the original agent who has retired overseas) and seems to have assumed there would be no issues. They have probably represented themselves to th emanufacturers as more technical that they are (which is not at all).

OH bought a new ATEN cable but that does not work. Requests to the Dutch HO for help just result in a referral back to the UK agent.So she is on her own. Anyone care to suggest a site where we might be able to raise the issue in more detail and get some support? I am assuming it is related to firmware/com ports/USB controllers. It may be because the OH gets out the kit and turns it on at different sites each week - it seems to have been designed to only be used in one single location all the time and there is no indication this apparent shortcoming has been fixed in the new version.

reallyAnnoyed_2

Hi,
Can you give specific information about the system? Like manufacturer, model number etc?
Also, how the system is connected? From details you gave it appears to be -

Dutch instrument ----> USB-Serial Adapter --> (ATEN cable)---> PC SERIAL RS232(PS2) port ---> Dutch Software.

Is that right?

usignuolo

Dutch instrument (actually a small box) --- serial adaptor port< -- ATEN USB /Serial adaptor cable---> USB port...Laptop ----Dutch software

Manufacturer is BridgeMate. There are individual table devices which communicate with the main controller box which is plugged into the PC. Controller box does not have a model number.

My concern is that because the problem with our set has not been diagnosed or addressed, even buying the new later version may not solve it.

OGR

OK, you sound like you know what you are doing but lets try the obvious first. You say you purchased a new cable, did you get it from the manufacturer? Not all serial cables are pinned the same, some are 1 to 1 2 to 2 etc but others might be 1 to 5, 2 to 1 etc. Sometimes you can see on the ends of the cable, there may be numbers next to each hole.

Also will the Dutch manufacturers give you any information. Do you know if you can use something like Putty and SSH to talk to the device to check it is even communicating?

reallyAnnoyed_2

hmm appears to be Bridgemate pro

http://www.bridgemate.com/resources/documents/BMmanual.pdf (chapter 1, page 11) Is it the same?

OGR also raised a good point. Some manufacturers also use non-standard Serial communication cables (different pin configuration for mating connection to THEIR device port). They can get away with it by advertising as serial port - instead of specifying standard - like RS232 or RS485 or PS2 port.

Anyway, if it is the same device, I suggest download the drivers from bridgemate pro support page here

http://www.bridgemate.com/support.php?subpage=Downloads%20Bridgemate%20Pro
Uninstall the DRIVERS from computer in safe mode (just drivers, not the program itself), and re-install the drivers. If it doesn't work then contact Bridgemate Netherlands directly.


Bridge Systems B.V.
PO Box 21570
3001 AN Rotterdam
tel/fax: +31-10-4149171
E-mail: info@bridgemate.com

PS: Oh just noticed, your OH did contact them and they referred to UK distributor. Contact them again and explain that you are not getting any support from UK distributor. They are the manufacturer and they should provide extended support if distributor fails to do so.

usignuolo

It is an ATEN adaptor cable and we bought a replacement ATEN adaptor cable. We have downloaded the drivers from the Bridgemate pro site but does not solve the problem. We have contacted Dutch HO direct but they just send round the UK agent who has no IT background (he has an associate who notionally does but actually appears to be a sleeping partner) and is unable to diagnose it. He is also cross we contacted Holland direct. He just suggests buying the latest version.

Thing is latest version looks better, has better user facilities but as I said above, we have no way of knowing if the problem we have onour version has even been addressed let alone solved in the new version. Which is why we should like to at least diagnose possible causes. Then we could ask for guarantee that we would not get it again in new version. There is only one years warranty on a new system.

usignuolo

BOth ATEN cables are spec'd as RS232 serial interface.

OGR

Download Putty, connect the device to the USB serial adapter, tell Putty to use that COM port and try a few different Telnet and SSH connections/ports and see if you get any kind of response from the thing. Even if you get a username request you will at least know it is talking to the Laptop.

Most serial devices will have some sort of command line interface so hopefully this does too.

Unfortunately it will be a bit hit and miss as I looked in the manual for this thing and it doesn't give any information on Telnet or SSH connections but you might get lucky.

It may be because the OH gets out the kit and turns it on at different sites each week - it seems to have been designed to only be used in one single location all the time

Do you mean it is being connected to a different PC/laptop or the same one? I assume you have tried it with a different one if not?

usignuolo

No always the same pc but different usb ports. OH reinstalled ATEN driver and it was set up in COM port 4. Opened Bridgemate software and it polled up to Port 20 then said not connected. OH checked status of logical COM port 4 and ATEN adaptor was recognised as being there. Not recognised as being there on any of the other usb ports when OH plugged it into them.

Also tried it on another laptop, still did not work.

OGR

OH checked status of logical COM port 4 and ATEN adaptor was recognised as being there

Like I say try a few Putty sessions on COM4 with both SSH and Telnet and see if you get any response. They must have program these things somehow and my bet would be they do it over the serial connection.

As I say without knowing the baud rate or port it is a bit hit and miss but trying some generic settings like port 22 and 9600 or 38400 baud rate (leave other settings default) you might get lucky.

Of course there is the chance that the device has simply failed.

LincolnshireYokel

Decades ago there used to be a PC to PC comms package for moving stuff about over the serial COM ports called PC-Anywhere, it was fabulously good at getting a COM port to talk. It must be abandonware by now, wonder if its worth torrenting for it or looking on TUCOWS and seeing if that can establish comms on the PC..