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Frequently Asked Questions

PRODUCTS CENTER

2024-06-07 10:40

Change in conrtol unit number

If you observe a change in the conrtol unit number during testing, it might indicate a program error, and you should contact the after-sales department.  If you wish to modify the conrtol unit number on your own, follow these specific steps: First, open the BTS8.0 software and locate the intermediary device you wish to modify in the device list on the left-hand side. Right-click on it and select "Set and show control unit/tester." Then, log in with the following credentials: User name: admin, Password: neware. Finally, reset the device number of the control unit to complete the number modification.

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2024-06-07 10:40

Modify control unit IP address

Solution 1. Change the IP address of the control unit. 1. Select the second item of Configuration on the menu bar and press the Confirm key to enter the submenu. 2. Item 1 of the submenu Device ID: 68 indicates the number of the control unit. Item 2: Get IP Addr: MANUAL, which is the method of obtaining an IP address. 3. Item 3 MAC address refers to a physical address. 4. The fourth item is LP, which is Local IP. For the IP address of the contol unit, refer to the factory label. 5. Item 5 is the SM subnet mask, which is fixed. 6. Item 6 is the GW gateway with the IP address 192.168.1.1, which is not changed here. 7. Item 7 SP indicates the IP address of the server: 192.168.1.250. The server IP address must be the same as the local IP address of the PC (Ethernet for Windows 10 and Windows 11). Otherwise, the control unit cannot connect to the computer Solution 2. Change the IP address of the control unit on the BTS software. Click "Tools" on the menu bar of the software, and then click "Control unit list" to change the IP address of the control unit on this page. Note: The virtual control unit is used as an example.

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2024-06-07 10:40

Set computer IP

1. Open "Control Panel," click "Network and Internet." Access "Network and Sharing Centre," and click "Change adapter settings." 2. Right-click "Ethernet," select "Properties."  3. Choose "Internet Protocol Version 4," click "Properties." Select "Use the following IP address" and manually input the IP address: 192.168.1.250. Set the subnet mask as 255.255.255.0. Finally, click "OK" to confirm.

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2024-06-07 10:39

Modifying the Control Unit sampling frequency

1. To modify the sampling frequency of the Control Unit, you first need to obtain the Control Unit's IP address. (1) You can find it on the physical label of the Control Unit. (2) You can check it on the Control Unit's display screen. (3) You can find it in the BTS software. 2. Follow these steps: (1) Open a web browser and enter the Control Unit's IP address: 192.168.10.3. (2) Access the Neware Equipment Management System and log in with the username "neware" and password "xinwei". (3) Click on the 'Device Configuration' in the left sidebar, where you can modify the Control Unit's sampling frequency. Note: Ensure that the Control Unit's sampling frequency is consistent with the Tester's sampling frequency.

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2024-06-07 10:39

No NDA data for this channel

Solution 1: Check if the hard disk is full, you need to clean up the hard disk space and end the processes that occupy memory. Solution 2: Check the performance of the task manager, check the running memory utilization. Memory more than 90% no longer receive data, memory is high, you can restart the computer to solve the problem, or close the program with high memory consumption. After the memory is restored, the Control Unit will be uploaded slowly.

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2024-06-07 10:39

Connect to the database failed

Solution 1: Search for "Services" in the bottom left corner of the computer. Check if the status of "MySQL" and "NEWARE BTS Services(R3)" is "Running." If the status is not "Running," you can right-click on it after selecting it and choose "Start." Solution 2: Upgrade the software to the latest version. Solution 3: To repair the database, please contact customer support for assistance.

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2024-06-07 10:39

Computer antivirus caused data to be unable to open

Solution 1: Recover data from the antivirus software quarantine area. Using 360 antivirus software as an example: Go to the Security Operations Center, then access the recoverable area. Select the files from the software installation directory, click "Recover Selected," and add them to the trusted area. Solution 2: Re-export the NDA files. Using BTS 8.0 as an example: Select the channel from which you need to re-export data, right-click, and choose "Save Data as NDA File." Solution 3: Database corruption is preventing the software from opening. Database repair is required using a script tool. Please contact customer support for database repair.

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2024-06-07 10:39

Precautions for connecting new and old equipment

Please make sure to follow the steps below: 1. Firstly, please confirm that the serial number of the newly purchased host computer or the auxiliary channel does not conflict with the serial numbers of existing old equipment. 2. Next, determine the version of the host computer. The Plus version of the host computer can only be compatible with this year's devices. If you have purchased new devices this year, you need to install the latest version of the BTS software. You can download the new version of the software from the company's official website (neware-usa.com). Before installing the new software version, please ensure that you back up your data. You can also use the software's smooth upgrade tool to update the software version. 3. If you encounter any other issues, please contact the company's after-sales department. 4. Once all of the above steps have been completed, you can use an Ethernet cable to daisy-chain the host computer and the auxiliary channel, and then connect them to the control unit of the host computer. The control unit is used for the host computer, and the tester is used for the auxiliary channel.

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2024-06-07 10:39

Cannot log in after installing the software

Solution 1: Check hardware connections. Ensure that the Ethernet cables between the Control unit, Tester, and switch are securely connected. Check if the signal lights on the switch's Ethernet ports are constantly light. Solution 2: Modify the computer's IP address. The 7th item "SP" in the control unit represents the server's IP address, which is set to 192.168.1.250 . The server's IP address and the IP address of your computer's local connection (for Windows 10 and Windows 11, this is usually Ethernet) should be the same. Otherwise, you won't be able to establish a connection with the computer. wps_doc_0 Modify the IP address of your computer The Server IP address and the IP address used for the local connection on your computer (e.g., Ethernet on WIN10 and WIN11) must match. Otherwise, you won't be able to connect to the computer.  Access "Control Panel." Click "Network and Internet." Access the "Network and Sharing Centre." Click "Change adapter settings" in the left column. Right-click "Ethernet", click "Properties", and select the "Internet Protocol Version 4 (TCP/IPv4)" item. Click "Properties" and select "Use the following IP address." Enter the IP address 192.168.1.250 manually. The IP address must be the same as the IP address of the Control Unit server. Click the "Subnet mask" input box to automatically detect the mask address. wps_doc_2 Note: It is not recommended to configure a single network adapter with two IP addresses. If you need to connect to a device while having internet access on your computer simultaneously, it"s advisable to configure a wireless network adapter, use a USB-to-Ethernet adapter, or use a computer with dual network cards Solution 3: Disable Firewall and Network Protection. Enter the Windows Security. Click on "Virus & threat protection." Find the "Manage settings" under the "Virus & threat protection settings." Turn off "Real-time protection", "Cloud-delivered protection", and "Automatic sample submission." wps_doc_3 Then click on "Firewall & network protection" in the left column. Turn off "Domain network", "Private network", and "Public network." wps_doc_4 In the search box at the bottom left corner of the computer, search for "Services" , find "MySQL" and "NEWARE BTS Services", check whether the running status is: Started; if not, right-click-Select-Start. Check whether the running status is: Runing; if not, right click to start them. wps_doc_7 Solution 4: If you cannot start Solution 3, uninstall your computer's antivirus software and then reinstall the software. Solution 5: Modify the way the control unit obtains an IP address. Change the IP address acquisition method from "MANUAL" to "AUTO."

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2024-06-07 10:38

MySL service and BTSServer service exception resolution

1. If the MYSQL service starts normally but the BTSServer service fails to start, how should you proceed? Uninstall and reinstall BTSServer by following these steps: Disable network communication between the server computer and the workstation for offline testing. Note the server's installation path, version number, and architecture. Uninstall BTSServer from the Control Panel. Backup all remaining files from the uninstalled server's folder and verify that the backup file sizes are consistent to ensure no anomalies. Install the same version of BTSServer in the original server installation path. Enable network communication. 2. If the MYSQL service cannot start but the BTSServer service starts normally, what should you do? Attempt to forcefully start the service using commands. If unsuccessful, database recovery may not be possible. If the forceful start is successful, access the database to check for any damage to the 'test' and 'h_test' tables. If damaged, verify in the 'backup' and 'startinfo' folders under the installation directory for these tables. If all are damaged, database recovery may not be feasible. If the service starts successfully and the tables are intact, database recovery can be performed using automated scripts or manual operations. 3. If both MYSQL and BTSServer services fail to start, what steps should you take? Follow the same steps as for a MySQL database corruption issue. After repairing the database, recheck the BTSServer service. If it still fails to start, uninstall BTSServer and reinstall it in the same directory. For database repairs, please contact the after-sales department for assistance!

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