How to troubleshoot device problems in Microsoft HealthVault Connection Center

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INTRODUCTION

This article describes how to troubleshoot device problems in Microsoft HealthVault Connection Center. These device problems may include the following problems:

You cannot add the device to HealthVault Connection Center.
You cannot automatically upload data when you connect a device.
After you connect a device, HealthVault Connection Center displays the device. However, HealthVault Connection Center indicates the device is disconnected.
The device connects to HealthVault Connection Center successfully. However,no new data is uploaded.
A device that contains data connects to HealthVault Connection Center successfully. However, no data appears.
One device is connected to HealthVault Connection Center. However, HealthVault Connection Center displays two identical devices instead of only one device.
After you connect a device, HealthVault Connection Center displays the incorrect model information for a device.

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MORE INFORMATION

To troubleshoot device problems that you may experience, follow these steps.

Note These steps are divided into the following two sections:

Basic troubleshooting steps
Advanced troubleshooting steps

We recommend that you first try to resolve the problem by using the steps in the "Basic troubleshooting steps" section. If the problem is not resolved, follow the steps in the "Advanced troubleshooting steps" section. The steps in these sections should resolve most of the common problems that you may experience. However, if these steps do not resolve the problem that you experience, we recommend that you contact the device manufacturer.

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Basic troubleshooting steps

To resolve basic connectivity problems in HealthVault Connection Center, follow these steps:

Exit HealthVault Connection Center. To do this, click Tools, and then click Exit. Or, you can right-click the HealthVault Connection Center icon in the notification area, and then click Exit.
Disconnect the device from the computer.
Turn off the device.
Turn on the device.
Start HealthVault Connection Center.
Connect the device to the computer.

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Advanced troubleshooting steps

If the problem is not resolved after you follow the steps in the "Basic troubleshooting steps" section, follow these steps:

Exit HealthVault Connection Center. To do this, click Tools, and then click Exit. Or, you can right-click the HealthVault Connection Center icon in the notification area, and then click Exit.
Uninstall the software that is related to the device by using the Add or Remove Programs item in Control Panel.
Uninstall all instances of the device. To do this, click Start, click Run, type devmgmt.msc, and then click OK. In Device Manager, right-click the device, and then click Uninstall.
Install the device driver from the device manufacturer's CD.
Install the Windows Portable Device (WPD) driver from HealthVault Connection Center.
Start HealthVault Connection Center.
Connect the device to the computer.

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General device errors

The following table lists general device problems, the possible causes, and the appropriate resolution.

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Problem	Possible cause	Resolution
Two identical devices appear in HealthVault Connection Center.	The device driver package was installed two times.	Remove the device by using Device Manager.
Two identical devices appear in HealthVault Connection Center.	The device driver was not removed before an updated driver was installed.	Remove the device by using Device Manager.
Two identical devices appear in HealthVault Connection Center.	A problem exists with the device driver.	Remove the device by using Device Manager, and then obtain an updated driver for the device.
An incorrect device appears in HealthVault Connection Center.	An incorrect device was selected during the driver installation.	Remove the device by using Device Manager, and then reinstall the device.
You cannot add the device to HealthVault Connection Center.	The device is not a HealthVault-compatible device.	Contact the device manufacturer to determine whether a firmware update, a software update, or a hardware update is available.
You cannot add the device to HealthVault Connection Center.	HealthVault Connection Center did not receive the event. Or, HealthVault Connection Center stopped responding.	Exit and then restart HealthVault Connection Center.
You cannot add the device to HealthVault Connection Center.	No Windows Portable Devices (WPD) driver is installed.	If the device is not listed under Portable Devices in Device Manager, install the WPD driver from HealthVault Connection Center. To do this, click Set up a new device, and then follow the instructions to install the device that you want.
You cannot add the device to HealthVault Connection Center.	A problem exists with the WPD driver. If you experience this problem, an exclamation mark appears under Portable Devices in Device Manager.	Disable the driver in Device Manager, connect the device, and then re-enable the driver. If this does not work, obtain an updated driver from the device manufacturer.
The auto task prompt does not appear when you connect the device.	The driver or the bus cannot generate the auto task prompt.	Contact the device manufacturer.
The auto task prompt does not appear. Or, the device is displayed as disconnected.	The input/output (I/O) driver is not present. If you experience this problem, an exclamation mark appears under the appropriate node in Device Manager.	Install the device driver. Next, disconnect the device. Then, reconnect the device. Contact the device manufacturer for device-specific installation steps.
The auto task prompt does not appear. Or, the device is displayed as disconnected.	The device is in an incorrect mode. For example, the device is not in transfer mode or in connect mode.	Disconnect the device. Next, change the device mode to the correct mode, such as transfer mode or to connect mode. Then, reconnect the device. For more information about how to do this, see the device manual.
The auto task prompt does not appear. Or, the device is displayed as disconnected.	The device is not configured for the correct user profile.	Disconnect the device. Next, change the profile or the user on the device. Then, reconnect the device. For more information about how to do this, see the device manual.
The auto task prompt does not appear. Or, the device is displayed as disconnected.	A connectivity problem exists. For example, there is a problem with the IrDA stack.	Contact the device manufacturer.
The auto task prompt does not appear. Or, the device is displayed as disconnected.	The device is stalled.	Disconnect the device. Next, turn off the device. Turn on the device, and then reconnect the device.
The auto task prompt does not appear. Or, the device is displayed as disconnected.	The device driver is stalled.	Disable the driver in Device Manager. Next, connect the device, and then enable the driver. Or, restart the computer to which the device is connected.
Outdated data appears on the device.	A connectivity problem exists.	Contact the device manufacturer to troubleshoot the device connectivity.
Outdated data appears on the device.	An outdated cache is present on the device.	Disconnect the device. Next, exit all the programs that use the device. Wait for several minutes, and then reconnect the device. Then, start HealthVault Connection Center.
No data appears on the device.	A connectivity problem exists.	Contact the device manufacturer to troubleshoot the device connectivity.
No data appears on the device.	The device is in an incorrect mode. For example, the device is not in transfer mode or in connect mode.	Disconnect the device. Next, change the device mode to the correct mode, such as transfer or connect mode. Then, reconnect the device. For more information about how to do this, see the device manual.
No data appears on the device.	The device is not configured for the correct user profile.	Disconnect the device. Next, change the profile or the user on the device. Then, reconnect the device. For more information about how to do this, see the device manual.