KuraCloud Desktop Application Troubleshooting guide

This document outlines a number of steps that can be taken to troubleshoot issues with the kuraCloud Desktop Application. Please note you will require the assistance of your IT team to complete some of these items.
In all cases please ensure your IT team has made appropriate changes to allow the use of KCDA, see the relevant whitepaper here

Repeated prompts to ‘Download kuraCloud Desktop for sampling

  • Can you see the KCDA ‘K’ icon in the system tray? If not, start the application by from here:
    %ProgramFiles(x86)%\kuraCloud\kuraCloud Desktop\kuraCloudTrayApp.exe"
  • Is KCDA displaying the ‘!’ icon in the system tray?
    • Mouse-over it and record any error message. (ie. kuraCloud Data Service not Available)
    • Check the system tray to ensure LabTutor Kernel is not running.
    • Check that LabChart is not running.
    • Try temporarily turning off the Firewall on the affected computer. An exception may need to be added to the firewall rules.
  • Right-click on the system tray icon and select ‘Restart kuraCloud Desktop’. Refresh your browser when this is complete.
  • Check that the computer is not using a proxy.
  • Attempt a clean install of KCDA. Uninstall, then delete files from the folders outlined in the above whitepaper (Important: Retain the log files). Restart the computer then reinstall from here.

Can’t find a PowerLab

  • Check your PowerLab is connected and turned on.
  • If you are working in Lt, Shift+Click on a data sampling panel’s start button and step through the hardware reset wizard’s prompts.
  • Power Cycle your PowerLab. (Use the switch at the back to turn power off then on again)
  • Check ‘ADInstruments PowerLab’ is displayed in Windows Device Manager.
  • Attempt to sample using LabChart (if available).
  • Try changing USB ports and USB cables.
  • Try using a different PowerLab on the affected computer.
  • Update the BIOS on the affected computer.

Desktop Application won’t install

  • Try temporarily turning off the Firewall on the affected computer. An exception may need to be added to the firewall rules.

 

If your problem is not resolved by the steps above, please complete the provided checklist and contact your ADInstruments representative for support.