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EM60G Troubleshooting Guide

If your EM60G data logger is not working as expected, use this guide to diagnose and resolve common issues.

Travis Bates
Updated by Travis Bates

If your EM60G data logger is not working as expected, use this guide to diagnose and resolve common issues. If the steps provided here do not resolve your issue, contact support with your device serial number and a description of the problem.

Connecting to the EM60G
ZENTRA Utility cannot connect to the device
  • If using a Windows computer, reinstall the USB driver from https://meter.ly/ZL6-support.
  • Mac computers running ZENTRA Utility do not require a custom USB driver.
  • Check that the USB cable is securely plugged into the logger and the computer.
  • Ensure the logger has good batteries.
  • Ensure all 5 batteries are correctly oriented.
  • Check the board for corrosion.
  • Press the TEST button on the logger to reset it.
  • Connect to a second logger. If the connection works, the problem is likely with the first logger.
  • Try a different micro-USB cable. Ensure the cable is not intended for charging only.
  • See Connect to the Data Logger for more information.
ZENTRA Utility is not showing the EM60G in the COM port picker
  • If using a Windows computer, reinstall the USB driver from https://meter.ly/ZL6-support.
  • Mac computers running ZENTRA Utility do not require a custom USB driver.
  • Check that the USB cable is securely plugged into the logger and the computer.
  • Ensure the logger has good batteries.
  • Press the TEST button on the logger to reset it.
  • Connect to a second logger. If the connection works, the problem is likely with the first logger.
  • Try a different micro-USB cable. Ensure the cable is not intended for charging only.
  • See Connect to the Data Logger for more information.
ZENTRA Utility reports it lost the connection
  • Check or replace the USB cable.
  • Increase the number of times ZENTRA Utility tries sending commands to the logger:
    • Go to the Manage Preferences menu. Edit>Preferences.
    • Select the Communication tab.
    • Increase the Direct Connect Retries.
Red ERROR light and/ or green OK light are always on
  • Check logger batteries.
  • Press the TEST button to reset the EM60G.
  • If the problem persists, contact Customer Support.
  • For more information about status lights, see Test Button & Status Lights.
Red ERROR light is on after pressing the TEST button
  • Pressing the TEST button initiates the self-test sequence. The self-test can take 60 s or more if testing communications over the cellular network.
  • A solid red light indicates an error in the logger, which may indicate:
    • corrupt EM60G logger firmware
    • low batteries
    • unsuccessful cellular communications
  • For more information about status lights, see Test Button & Status Lights.
The logger does not seem to be working correctly or reliably
  • Press the TEST button on the logger to reset the EM60G.
  • Check logger batteries. Replace alkaline batteries if they are close to 0%. Recharge NiMH batteries if they are close to 0%.
  • Check for corrosion or water damage. Check that the seals and gaskets are intact.
  • If the problem persists, contact Customer Support.
Connectivity to the Cloud
Cellular uploads stopped working
  • Press the TEST button to reset the EM60G.
  • Run the Cellular Communication Test in ZENTRA Utility to determine if there is a communication error.
  • Run the List Cellular Carriers tool in ZENTRA Utility to confirm that cellular carriers are visible in the area. To run, click Actions, then List Cellular Carriers.
  • Check that the external cellular antenna is connected and undamaged. Try a different antenna.
  • If the problem persists, contact Customer Support.
No Data in ZENTRA Cloud
  • Press the TEST button to reset the EM60G.
  • Run the Cellular Communication Test in ZENTRA Utility to determine if there is a communication error.
  • Run the List Cellular Carriers tool in ZENTRA Utility to confirm that cellular carriers are visible in the area. To run, click Actions, then List Cellular Carriers.
  • Make sure the device configuration has a Measurement Interval set. i.e., is not set to "off (not logging).
  • Make sure the device configuration has an Upload Frequency set.
Data Storage
ZENTRA Utility states there is no new data for download
  • Wait for at least the length of the measurement interval to ensure the logger has had enough time to record data.
  • Ensure the logger is configured to measure data, i.e., make sure the measurement interval is not set to Off (not logging).
  • Check the battery. The EM60G will stop making sensor measurements when the batteries are extremely low.
  • Press the TEST button to reset the logger.
The EM60G logger stopped making measurements
  • Wait for at least the length of the measurement interval to ensure the logger has had enough time to record data.
  • Ensure the logger is configured to measure data, i.e., make sure the measurement interval is not set to Off (not logging).
  • Check the battery. The EM60G will stop making sensor measurements when the batteries are extremely low.
  • Press the TEST button to reset the logger.
Sensors
Sensor measurement data does not seem to be correct
  • Switch the sensor to a known working port and scan again. If the problem follows the sensor, then the sensor may be damaged.
  • Many issues affect the quality of the sensor measurement. Please see the sensor user manual for troubleshooting.
Downloaded data shows #N/A
  • The raw data measured by the logger is out of the expected range for the sensor. This could be caused by an unplugged or broken sensor.
  • Ensure the sensor stereo plug is fully inserted into the logger sensor port.
  • Ensure the sensor type shown in the Scan window matches the sensor connected to the logger.
  • Switch the sensor to a known working port and scan again. If the sensor shows data, the port may be damaged. If the No response from sensor message is still present, the sensor could be unplugged or broken.
  • If the problem persists, contact Customer Support.
There is no new data for download
  • Ensure the logger is configured to measure data, i.e., make sure the measurement interval is not set to Off (not logging).
  • Check the battery. The EM60G will stop making sensor measurements when the batteries are extremely low.
My sensor type is not listed
  • Update the firmware on your device. See Update Firmware under ZENTRA Utility.

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