After Sales Customer Support

(800) 366-2966

Mighty Mike
says -

"welcome
to the
CEL-350
dBadge
website"

Support

Send any support related questions to the Casella CEL Help service and we will be happy to assist you. Send your questions to help@casellausa.com and we will get back to you as soon as possible.

Our technical help department will be ready to help with any questions regarding the use of the CEL dBadge or the dB35 software program.

You can receive a personal reply from customer support for general pricing and availability questions by sending an e-mail to info@casellausa.com; or by a placing a call to (800) 366-2966.

This page is provided for after sales support for all aspects of the CEL-350 dBadge system and accessories. Check here for solutions to your problems or notify us of any new ones you are experiencing. We are here to help.

If you're experiencing a problem using the dBadge or dB35 software, please fill out and submit the following service request form. You may also want to check out some known problems below to see if we have already posted a fix.

For suggestions, or requests for improvements, please use our suggestion form.

Service Request Form

When you submit your service request report, it will be entered into our database for tracking purposes. Periodically we will post notices regarding service requests reported by our customers in the Known Problems section of this page, and tips or workarounds on the FAQ page.

Please be as specific as possible when describing the problem.

Known Problems

The following is a list of some known problems with our CEL-350, 110/2 and dB35; we are working to correct them as soon as possible. Click the link to see the fix for this problem (if currently available). Release of dB35 ver 2.02 May 2007 and firmware ver 1.05 for the CEL-350 dBadge has fixed all these initial problems.

	cannot communicate with the dBadge when attempting to download (possible solutions)
	dB35 does not remember the selected comm. port if different from the default comm. 1(solution available) (posted October 2006)
	the date on the display of my dBadge shows ??? for the month (solution available) (posted Oct 2006)
	after installing the pc software I get error messages when running it for the first time (solution available) (posted Sep 2006)

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Temporary/Permanent fixes to known problems

Problem communicating with a dBadge when attempting to download - this problem may be due to the connection of the infra red adaptor to the computer. Specifically, on a computer where a regular 9 way RS232 port is not present then the USB to RS232 adaptor must be used. This is part number CEL-90336 and is provided in all standard kits supplied by Casella USA in North America. On operating systems including Windows XP, 2000, ME and NT the USB adaptor drivers MUST be installed BEFORE the CMC39 infra red adaptor is connected and used for the first time. The drivers are provided on a separate CDROM in with the kit and may vary depending on the exact version of USB adaptor provided.

If you do not have an RRS232 port, for example, with a newer laptop computer, then connect the USB adaptor to a free port on the back or side of the pc. Windows will detect the new hardware and will prompt you to install the drivers for it. Place the Driver CD (NOT the dB35 program CD) in the drive and click OK to go through the setup procedure. Windows will advise you when it has successfully installed the drivers it needs for your operating system.

Now you need to find out what comm. port Windows has allocated to the USB adaptor during the install process. Click on Start and right click on My Computer and select Properties. Go to the Hardware tab and select the Device Manager button. Go down through the list of connected items on the computer and expand the one for Ports by clicking on the plus sign. You should see an entry showing something like "Prolific USB to RS232 adaptor (Comm. 5)". Make a note of this port number. Now open dB35 and select TOOLS/OPTIONS and click the CEL-350 tab. Make sure that the new comm. port that has just been setup is the one shown in the COMM. PORT drop down box and select OK to save the setting.

Now, and ONLY now, connect the CMC39 IR interface to the USB adaptor and bring a CEL-350 within range to try and download. It should now recognize the dosimeter and the download should proceed as expected shown by the blue LED flashing about once a second.

Problem with comm. port setting - this problem with the comm. port setting can be fixed temporarily for copies of dB35 version 1. by manually changing the configuration file for dB35 to select the required comm. port in the file called "dB35.xml". To manually change the comm. port setting proceed as follows.

Close dB35 program down.

Open the following document in a simple text editor such as Notepad, for example:

C:\Documents and settings\[Username]\Application data\Casella CEL Ltd\dB35\default\dB35.xml where [Username] is the individual name of the user on that pc

At about line 11, change: <entry name="settings">COM1,9600,N,8,2,NONE</entry> to the required COM port number.

Save the file and restart dB35 using the new comm. port selection from now on.

Problem with date on display - this problem only affects the month shown in the display of the dBadge at power on. It does not cause any problems with the way that results are stored in the memory of the unit so any measurements that are made will be able to be transferred to the software and it will show the correct dates and times. It also only affects the display when the month is either October, November or December in dBadges with firmware up to and including ver 1.03.

To solve this problem the dBadge should be upgraded to firmware version 1.04 or higher.

This can be done by returning the affected dBadge(s) to our service center in Amherst NH or by downloading the upgrade program located here. An infra red interface (part number CMC39) is needed for this action by the user. This part is included as a standard accessory with all CEL dBadge kits or may be purchased as an accessory if required.

Problem starting dB35 - this problem can be caused when there is an existing SQL server already installed on the users pc. It can occur with the latest installations of Windows XP and MS Office 2003 that have SQL servers already installed on the local hard drive. The symptoms of this problem are that when dB35 first opens it brings up the image of the dBadge and then freezes saying "Creating Application Window". When this is shut down it then brings up the same image with "Connecting To Database" but freezes again. It also says "SQL server does not exist or access denied" and "unable to read structure for database". To overcome this problem perform the following steps.

To solve this problem, the existing SQL server needs to be uninstalled, then reinstalled from our dB35 CD by using the following procedure:

1 Uninstall Microsoft SQL server desktop engine from control panel > Add/Remove Programs

2 Reboot the PC, Insert the dB35 install CD and select "Exit" to escape from the introduction screen.

3 Click - Start | Run then type "cmd" (OK) to open a DOS window. Navigate to the CD by typing "D:" (Enter) where D is the drive letter for the CDROM, then change to the directory: MSDE 2000A\English by typing "CD\MSDE 2000A\English" (Enter)

4 Type ".\setup SECURITYMODE=SQL SAPWD=casella" (Enter)

This should install just the SQL engine from the CD

5 Reboot the PC and the SQL server icon should appear in system tray (with green arrow)

6 Start dB35 and double-click the splash screen with the image of the dBadge when it appears.

This will automatically start a new database procedure.

7 Click OK in the directory selection dialog box when it appears. A new data base is now created and dB35 will work correctly.

There will not be any loss of functionality compared to the existing SQL that was originally installed on the PC.

If this does not work, follow the path shown below, where ‘user name’ is the individual pc user's own name:

8 C:\Documents and Settings\User Name\Application Data\Casella CEL Ltd\dB35\default\data

9 Within the final ‘data’ folder will be 2 files, an .ldf and an .mdf file, delete both of them. Then open dB35 as normal and it should work as expected.

All the problems listed on this page have been addressed and corrected with version 2 for the dB35 software and version 1.04 for the firmware in the dBadge.

Questions or problems regarding this web site should be directed to webmaster@casellausa.com.
For general inquiries or pricing information please contact info@casellausa.com
Copyright © 2006 - 2007 Casella USA. All rights reserved.
Last modified: Thursday July 03, 2008.