Hardware error displayed in Primus
1. Run hardware diagnostic test
Enable Hardware Diagnostic Test in Tools > Settings > General > Common
Start the test under Tools > Hardware Diagnostic Test
Select the device (Measurement or Hearing Instrument), all needed parameters, and press Start test
If the test result is OK, you see the status Passed. If the test fails, you see the status Please check
You must unplug all transducers to run the test, otherwise you will receive an error message
Primus Hardware Diagnostic Test won’t run if the unit is not shown as connected in the software
2. Do hardware reset
Disconnect all transducers, accessories and cables from the Instrument
Find a small hole on the backside (for Primus/Unity) or frontside (Measure) of the board.
Insert a paperclip into the hole and wait until it clicks lightly.
Hold the clip for two seconds and then connect the USB cable without removing the pin
Wait until the Instrument blinks a few times.
Remove the clip and restart the software.
3. Send log files to Support
If none of the solutions works, locate the Primus log files under C:\ProgramData\Real Ear\Primus:
Hardware: HWCommands.log
Software: log-file.xml
Send the files to the Primus support team for further troubleshooting.
Related Articles
Error message "Not licensed Measurement Device"
Having the above error in the lower left corner of your Primus software might mean that the hardware has been detected by the software, but the Primus device had been disabled in Sound Control Panel of Windows. Steps to resolve the problem: 1. Right ...Primus Fitting Unit (PFU) is displayed as Not connected
The status bar in Primus when device is Not connected: Checklist: Reconnect a USB cable and power supply Try another USB port on the computer Try another USB cable If a connection is via hub/switch, connect directly to the computer Check that the ...Message is displayed "Another instance of application is already running" when opening Primus
The message appears when Primus has been closed recently and the PC system didn't reflect that (due to low memory). To force quit Primus in such case, please open Task Manager and go to Details tab. Select Audiology.FittingSoftware.Standalone... and ...Error message "Save action failed. Problem may appear because of instable network connection"
Error "Save action failed. Problem may appear because of instable network connection. You may export current session data into a file and import modified actions later". The problem is related to Noah compatibility. New Primus includes the Fast Data ...Primus does not recognize transducer - "Sound Booth Cable Connection" message
IMPORTANT Please note that some transducers will only work with a Fitting unit that run with firmware version equal: 3.2.0.0.0247 or higher and Primus version 4.0 Check firmware procedure: 1. Please start the Audiometer software with the Fitting Unit ...