Which basic troubleshooting steps can be performed if the SONAPHONE malfunctions, and which information should be provided when contacting Support?

Many basic issues can initially be checked using a few simple troubleshooting steps.

The software no longer responds

If the SONAPHONE software can no longer be operated:

1. Switch off the SONAPHONE.
2. Switch the device on again.
3. Check whether the affected app is operating normally again.

An app does not start after installation

If an app installation has failed, the app can be uninstalled using the Software Manager and then installed again.

Before software updates or major changes, it is recommended to back up existing measurement data externally.

A connected sensor is not detected or does not display a signal

If the SONAPHONE does not display signals from the connected sensor:

1. Disconnect the sensor from the SONAPHONE.
2. Reconnect the sensor correctly.
3. Observe the red markings on the cable and connectors.
4. Check whether the sensor status LED is continuously illuminated.

If the sensor is still not detected, switch the SONAPHONE off and on again to restart sensor detection.

Which information should be provided when contacting Support?

If the problem cannot be resolved using the basic troubleshooting steps, the following information should be provided to SONOTEC Support wherever possible:

• model ID of the SONAPHONE,
• serial number of the SONAPHONE,
• model and serial number of the connected sensor,
• version of the Measurement Core,
• version of the affected SONAPHONE app.

The following information can also be helpful:

• a detailed description of the problem,
• steps required to reproduce the problem,
• the situation in which the problem occurred,
• apps that were active when the problem occurred,
• date of purchase and dealer,
• screenshots or photographs of displayed error messages,
• log files of the affected SONAPHONE app.

Where are the log files located?

The SONAPHONE apps generate their own log files.

They are stored in the internal memory under:

Internal Memory > Logs

Each SONAPHONE app uses its own subdirectory.

The files can be copied to a PC via the USB connection and provided to Support for troubleshooting.

Log files contain technical information about software operation and can help identify the cause of a malfunction.

The device should not be opened or repaired by the user. If the problem cannot be resolved using the measures described above, SONOTEC Service should be contacted.