Skip to main content
Table of Contents

EM50 Series Troubleshooting Guide

If your EM50 series data logger is not working as expected, use this guide to diagnose and resolve common issues.

Travis Bates
Updated by Travis Bates

If your EM50 series 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 EM50

ECH2O Utility cannot connect to the device
  • Check that the USB adapter cable is securely plugged into the logger and the computer.
  • Press the TEST button on the logger to reset it.
  • Check the batteries.
    • Replace alkaline batteries if they are close to 0%.
    • Ensure all 5 batteries are correctly oriented.
  • Check the board for corrosion.
  • Connect to a second logger. If the connection works, the problem is likely with the first logger.
  • Try a different USB cable adapter.
ECH2O Utility is not showing the EM50 in the COM port picker
  • Check that the USB adapter cable is securely plugged into the logger and the computer.
  • Press the TEST button on the logger to reset it.
  • Check the batteries.
    • Replace alkaline batteries if they are close to 0%.
    • Ensure all 5 batteries are correctly oriented.
  • Connect to a second logger. If the connection works, the problem is likely with the first logger.
  • Try a different USB adapter cable. Ensure the cable is not intended for charging only.
ECH2O Utility reports it lost the connection
  • Check or replace the USB adapter cable.
  • Increase the number of times ECH2O 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 the batteries.
    • Replace alkaline batteries if they are close to 0%.
    • Ensure all 5 batteries are correctly oriented.
  • Press the TEST button to reset the EM50.
  • If the problem persists, contact Customer Support.
  • For more information about status lights, see EM50 Series 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 seconds or more if testing communications over the cellular network.
  • A solid red light indicates an error in the logger, which may indicate:
    • corrupt EM50 logger firmware
    • low batteries
    • unsuccessful cellular communications
  • For more information about status lights, see EM50 Series 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 EM50.
  • Check the batteries.
    • Replace alkaline batteries if they are close to 0%.
    • Ensure all 5 batteries are correctly oriented.
  • Check for corrosion or water damage. Check that the seals and gaskets are intact.
  • If the problem persists, contact Customer Support.

Connecting to the Cloud

Cellular uploads stopped working
  • Press the TEST button to reset the EM50.
  • Run a communication test in ECH2O Utility to determine if there is a communication error.
  • For a cellular device, try the List Cellular Carriers tool in ECH2O Utility to confirm that cellular carriers are visible in the area. To run, click Actions in the Menu bar and select List Cellular Carriers.
  • If the problem persists, contact Customer Support.
No Data in ZENTRA Cloud
  • Press the TEST button to reset the EM50.
  • Run a communication test in ECH2O Utility to determine if there is a communication error.
  • For a cellular device, try the List Cellular Carriers tool in ECH2O Utility to confirm that cellular carriers are visible in the area. To run, click Actions in the Menu bar and select 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

ECH2O 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 batteries. The EM50 will stop making sensor measurements when the batteries are extremely low.
    • Replace alkaline batteries if they are close to 0%.
    • Ensure all 5 batteries are correctly oriented.
  • Press the TEST button to reset the logger.
The EM50 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 zero.
  • Check the batteries. The EM50 will stop making sensor measurements when the batteries are extremely low.
    • Replace alkaline batteries if they are close to 0%.
    • Ensure all 5 batteries are correctly oriented.
  • 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 or "***"
  • 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 batteries. The EM50 will stop making sensor measurements when the batteries are extremely low.
    • Replace alkaline batteries if they are close to 0%.
    • Ensure all 5 batteries are correctly oriented.
My sensor type is not listed
  • Update the firmware on your device. Use the Check for Device Firmware Updates under Help in ECH2O Utility. See the EM50 Firmware Update guide.

How did we do?

EM60G Troubleshooting Guide

Communication Test

Contact