Microsoft KB Archive/943236

= How to troubleshoot device problems in Microsoft HealthVault Connection Center =

Article ID: 943236

Article Last Modified on 10/15/2007

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APPLIES TO


 * 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 are not automatically prompted to perform a task 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, only the data from an earlier session appears.
 * 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.



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 &quot;Basic troubleshooting steps&quot; section. If the problem is not resolved, follow the steps in the &quot;Advanced troubleshooting steps&quot; 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.

Basic troubleshooting steps
To resolve basic connectivity problems in HealthVault Connection Center, follow these steps:
 * 1) Exit HealthVault Connection Center. To do this, right-click the HealthVault Connection Center icon in the notification area, and then click Exit.
 * 2) Disconnect the device from the computer.
 * 3) Turn off the device.
 * 4) Turn on the device.
 * 5) Start HealthVault Connection Center.
 * 6) Connect the device to the computer.

Advanced troubleshooting steps
If the problem is not resolved after you follow the steps in the &quot;Basic troubleshooting steps&quot; section, follow these steps:  Exit HealthVault Connection Center. To do this, right-click the HealthVault Connection Center icon in the notification area, and then click Exit. 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. Uninstall the software that is related to the device by using the Add or Remove Programs item in Control Panel. Install the device driver from the device manufacturer's CD. Install the Windows Portable Device (WPD) driver from the device manufacturer's Web site. Or, to obtain the WPD driver, visit the following Microsoft Web site:

http://www.healthvault.com

 Start HealthVault Connection Center. Connect the device to the computer.</li></ol>

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

Keywords: kbhowto kbinfo kbexpertisebeginner KB943236

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