Troubleshoot a problem
How do I troubleshoot a VOCOM problem?
Follow the recommended troubleshooting steps.
Use the troubleshooting help to find the likely causes and recommended actions for specific problems.
Find information about VOCOM error codes at the bottom of this page, along with causes and actions.
Is the problem still not resolved?
Contact support and make sure to include the log files.
Troubleshooting help
Case 1 - VOCOM Tough connected via USB
This usually indicates that your firewall is blocking VOCOM communication.
- To verify that the required USB ports are open:
- Open VOCOM Configurator and run Options > Connectivity check.
- Open VOCOM Configurator and run Options > Connectivity check.
- If the Connectivity check cannot detect any USB devices, there is likely a USB connection issue:
- Try a different USB port on the computer.
- Try a different USB port on the computer.
- If the problem remains:
- Open Windows Start and search for Device Manager.
- Under Network adapters, you should see VOCOM Tough.
- If you don’t, look for an Unknown device (driver or detection issue). Try updating the USB drivers.
Case 2: VOCOM Mini connected to a vehicle (wireless)
- Connect your computer to the VOCOM Wi‑Fi access point (via your network settings).
- If you are connected to the access point but still can’t see the device in VOCOM Configurator, the most likely cause is that the firewall is blocking VOCOM communication.
- Connectivity check does not validate wireless communication. To confirm ports are open, you can:
- Use a VOCOM Tough over USB to run the Connectivity Check, or
- Ensure the required ports are allowed in the firewall. Contact your system administrator if needed.
For VOCOM hardware to operate correctly, the required firewall rules must be in place.
If you are using Windows Defender Firewall, the VOCOM installer normally creates these rules automatically during installation.
| FIREWALL RULE | SETTING |
|---|---|
| VOCOM II LOCATE | Direction: Inbound Protocol: UDP Port: 427 |
| VOCOM II HTTP | Direction: Outbound Protocol: TCP Port: 80 |
| VOCOM II RP1210 | Direction: Outbound Protocol: TCP Port: 27015 |
| VOCOM II J2534 | Direction: Outbound Protocol: TCP Port: 2534 |
The most common causes include:
- A firewall is blocking VOCOM communication.
- A VPN connection is blocking VOCOM communication.
- An issue with the Microsoft USB driver installation.
- A damaged USB port.
- A damaged USB cable.
- A defective VOCOM device.
| POSSIBLE CAUSE | RECOMMENDED ACTION |
|---|---|
| The VOCOM access point has not yet started. | Wait for about 12 seconds for the access point to start. |
| Windows has not automatically refreshed the list of available Wi-Fi networks. | Open and close the Wi‑Fi network list to force a refresh. |
| The device is no longer using its default configuration. | Reset the device. See Reset configuration. |
| POSSIBLE CAUSE | RECOMMENDED ACTION |
|---|---|
| The device is no longer using its default configuration. | Reset the device. See Reset configuration. |
| You are trying to connect to the wrong VOCOM Mini device. | Select the correct VOCOM Mini SSID (verify the device label/serial if needed) and reconnect. |
| The VOCOM Mini device is out of range. | Move closer to the device, ensure it is powered on, and try again. |
| POSSIBLE CAUSE | RECOMMENDED ACTION |
|---|---|
| The device could not connect to the network, most likely due to an incorrect username or password. | Verify that the network credentials are correct and try again. |
| POSSIBLE CAUSE | RECOMMENDED ACTION |
|---|---|
| This indicates that the device is successfully connected to the configured network. If the device still does not appear in Configurator, the most likely cause is that multicast discovery is blocked on the network. |
|
| POSSIBLE CAUSE | RECOMMENDED ACTION |
|---|---|
| The configuration is incorrect and the VOCOM cannot find the network; for example, the network name (SSID) was changed accidentally. | Verify that the network name (SSID) and the login credentials are correct. |
| The configuration was not saved, so the VOCOM II is still hosting its own access point (you will still see the VOCOM Wi‑Fi access point in Windows). | After entering the network details, click Save, then restart the VOCOM for the changes to take effect. |
| POSSIBLE CAUSE | RECOMMENDED ACTION |
|---|---|
| The device is no longer using its default configuration. | Reset the device, see Reset configuration. |
| You connected the wrong VOCOM Mini device. | Disconnect and connect to the correct VOCOM Mini (verify SSID/device label). |
| The VOCOM Mini is out of range. | Move closer to the device and ensure it is powered. |
| Notifications are disabled. | Enable notifications in Windows settings and ensure they are allowed for the relevant application. |
The VOCOM device saves certain events in an internal Device Error List.
See VOCOM Configurator > Status tab.
Most stored error codes are simply logged events for your information. They do not necessarily indicate that the device is defective. Use the list below to identify the likely cause of each error code and the recommended troubleshooting steps.
- Refresh button
- Delete button
- Filter button
| ERROR CODE | ERROR DESCRIPTION | CAUSE | ACTION |
|---|---|---|---|
| 0001 | Wrong PSK | The WLAN password does not match the password on the Access Point. | Re-enter the password and make sure that it matches the password on the Access Point. |
| 0003 | Login credentials error | User name and/or password for authentication were rejected by the authentication server. | Make sure the user name/identity and/or password match those on the authentication server. |
| 0004 | Certificate invalid | The client certificate was rejected. | Upload a valid client certificate to the device. |
| 0005 | Certificate expired | Client certificate has expired. | Upload a valid client certificate to the device. |
| 0006 | Certificate not yet valid | The client certificate is not yet valid. | Upload a valid client certificate to the device. |
| 0007 | Wrong server certificate | The certificate sent by the authentication server could not be validated with the installed root certificate. | Make sure that the root certificate on the device is the same one used by the network you wish to connect to. |
| 0008 | IEEE 802.1X authentication failed | Login credentials were rejected by the authentication server. | Make sure to use a valid certificate or user name and password. |
| 0100 | Client connect with wrong PSK | A client tried to connect with an invalid password. | Make sure that the password is correct. Check for unauthorised WLAN users. |
| 1001 | Temperature high | The temperature is very high, warning state has been entered. | Switch on the AC or find another means of cooling the device; alternatively, stop using it until the ambient temperature is low enough. |
| 1002 | Temperature critical | The temperature has reached or exceeded the critical value, the system will be powered down. | The device has powered down; wait until the ambient temperature is low enough. |
| 1010 | Voltage low | The voltage is lower than it should be. | Check the vehicle battery. |
| 1011 | Voltage critically low | The voltage is critically low; proper operation can no longer be guaranteed. | Check the vehicle battery. |
| 1012 | Voltage high | The voltage is higher than it should be. | Check the vehicle battery or charger. |
| 1013 | Voltage critically high | The voltage is critically high; proper operation can no longer be guaranteed. | Check the vehicle battery or charger. |
| 1100 | Update failed due to failed checksum check | The image contents written to the flash memory were found to be corrupted. | Try the update again later. |
| 1101 | Update failed, image did not boot | The image failed to boot properly, for instance, due to power loss during the update. | Try the update again later. |
| 1102 | Update failed, image had invalid format | The file used for the update was not a valid VOCOM II update image file. | Use only official, authorized update images. |
| 1104 | Update failed, image signature check did not pass | The image file was modified or corrupted. | Use only official, authorized update images. |
| 2001 | Missing DHCP address | DHCP client mode configured, but no DHCP address received after n tries. | Check network settings – is a DHCP server available? |
| 8000 | USB unplugged while diagnostics session active | USB unplugged while the diagnostics session was active. | Plug device. |
| 8001 | Communication with vehicle communication CPU disturbed | Vehicle communication CPU is unreachable, connection disturbed. | Unplug the device completely, then plug it in and try again. Update to the latest firmware. |
| 8010 | RP1210App crashed | Abnormal end due to a crash | Repower the device and try again. Update to the latest firmware. |
| 8011 | PTApp crashed | Abnormal end due to a crash | Repower the device and try again. Update to the latest firmware. |
| 9000 | Hardware fault: Flash #1 | Firmware flash defect detected. | The device must be replaced |
| 9001 | Hardware fault: Flash #2 | Application flash defect detected. | The device must be replaced |
| 9002 | Hardware fault: RAM | RAM defect detected. | The device must be replaced |
| 9003 | Hardware fault: WLAN calibration data | WLAN calibration data defect detected. | The device must be replaced |
| 9004 | Hardware fault: temperature sensor | The temperature sensor cannot be accessed. | The device must be replaced |
| 9100 | CAN communication error | Error in CAN communication. | Make sure that the Self Test adapter is plugged in. Repeat the test with the same Self Test adapter and another unit. If the other unit tests are successful, get a replacement for the erroneous one. |
| 9101 | K-Line communication error | Error in K-Line communication. | Make sure that the Self Test adapter is plugged in. Repeat the test with the same Self Test adapter and another unit. If other unit tests succeed, get a replacement for the erroneous one. |
| 9102 | DoIP communication error | Error in DoIP communication. | Make sure that the Self Test adapter is plugged in. Repeat the test with the same Self Test adapter and another unit. If other unit tests are successful, get a replacement for the erroneous one. |
| 9103 | J1708 communication error | Error in J1708 communication. | Make sure that the Self Test adapter is plugged in. Repeat the test with the same Self Test adapter and another unit. If other unit tests succeed, get a replacement for the erroneous one. |
| 9200 | WLAN Self Test unsuccessful | Connection to the network is unsuccessful after a time-out. | Make sure that network settings and credentials match the network you wish to connect to. |