Troubleshooting Lt and PowerLab communication

The kuraCloud Desktop Application (KCDA) allows Lt to communicate with a PowerLab for data recording.

If Lt cannot communicate with KCDA, or KCDA cannot detect a PowerLab, use the troubleshooting steps below to identify the cause. Some steps may require assistance from your institution's IT team.

Before you begin

Before troubleshooting an individual workstation, confirm that your lab environment meets the requirements for using KCDA with Lt.

  • Confirm KCDA is installed on the affected computer.
  • Confirm the PowerLab is connected to the computer and switched on.
  • Confirm your IT team has configured the network, firewall, and computer appropriately for KCDA.
  • Close LabChart or any other application that may currently be communicating with the PowerLab.

Setting up KCDA in a managed environment? 

Your IT team may need to configure firewall, network, proxy, application, or device permissions before KCDA can communicate correctly with Lt and the PowerLab.

Review the kuraCloud Desktop Application for Windows technical information before troubleshooting individual computers.

 

Lt repeatedly asks you to download KCDA

If Lt repeatedly prompts you to download the kuraCloud Desktop Application when KCDA is already installed, Lt may not be able to communicate with the application.

1. Check that KCDA is running

Check the Windows system tray for the KCDA K icon.

  • If the K icon is visible, KCDA is running.
  • If the icon is not visible, start KCDA and then refresh Lt in your browser.

2. Restart KCDA

Right-click the KCDA icon in the Windows system tray and select Restart kuraCloud Desktop. When the restart is complete, return to Lt and refresh the browser.

3. Close LabChart

Check that LabChart is not running on the computer. If another application is communicating with the PowerLab, KCDA may be unable to access it. Close LabChart, restart KCDA, and refresh Lt.

4. Check the network and firewall configuration

If KCDA is running but Lt continues to display the download prompt, a firewall, proxy, security application, or network configuration may be preventing communication.

Ask your IT team to confirm that the affected computer meets the network and firewall requirements described in the KCDA technical documentation.

 

KCDA displays an error

If the KCDA K icon displays an exclamation mark (!), KCDA has detected a problem.

Record the error message 

Hover over the KCDA icon and record the displayed error message. Include the exact message if you need to contact ADInstruments Technical Support.

If KCDA displays an error:

  1. Check that LabChart is not running.
  2. Right-click the KCDA system tray icon and select Restart kuraCloud Desktop.
  3. Refresh Lt in the browser after KCDA has restarted.
  4. If the error remains, ask your IT team to check the computer's firewall, network, proxy, and security configuration.
 

Lt or KCDA cannot find the PowerLab

If KCDA is running correctly but the PowerLab cannot be detected, use the following steps to determine whether the problem is with the connection, PowerLab, or computer.

Check the PowerLab connection

  1. Confirm the PowerLab is connected to the computer and switched on.
  2. Power cycle the PowerLab. Use the switch on the back of the PowerLab to turn it off, wait briefly, and then turn it on again.
  3. Try a different USB port on the computer.
  4. Try a different USB cable if one is available.

Check Windows Device Manager

Open Windows Device Manager and confirm that ADInstruments PowerLab is displayed. If the PowerLab is not detected by Windows, the issue is unlikely to be specific to Lt.

Test the PowerLab with LabChart

If LabChart is available, close KCDA and attempt to record data from the PowerLab using LabChart. If LabChart also cannot detect or record from the PowerLab, investigate the PowerLab, USB connection, drivers, or computer rather than Lt.

Compare the hardware

If your lab has multiple PowerLabs or computers available, swapping hardware can help isolate the problem.

  • Connect a known working PowerLab to the affected computer.
  • If practical, connect the affected PowerLab to a known working computer.

This can help determine whether the problem follows the PowerLab or remains with the computer.

Reset the hardware connection from Lt 

In an Lt lesson containing a data sampling panel, hold Shift while clicking the sampling start button. Follow the hardware reset prompts to reconnect the PowerLab.

 

KCDA will not install

If the KCDA installer does not complete successfully, check whether Windows or your institution's security configuration is preventing the installation.

  • Confirm the account being used has the permissions required to install KCDA.
  • Check whether endpoint security, antivirus software, application control, or firewall policies are blocking the installer.
  • Restart the computer and attempt the installation again.
  • If the computer is centrally managed, ask your IT team to install or deploy KCDA using your institution's normal software deployment process.
 

Perform a clean installation of KCDA

If KCDA continues to behave unexpectedly after completing the previous troubleshooting steps, perform a clean installation.

Retain the KCDA log files 

Before deleting any KCDA application files or folders, retain the log files. ADInstruments Technical Support may require these files to investigate the issue.

  1. Uninstall the kuraCloud Desktop Application.
  2. Retain the KCDA log files.
  3. Remove the remaining KCDA files and folders identified in the KCDA technical documentation.
  4. Restart the computer.
  5. Reinstall KCDA.
  6. Open Lt and test data sampling with the PowerLab again.

Refer to the KCDA technical documentation for the relevant application folders and installation information.

 

Advanced troubleshooting

If the issue affects a particular computer after the checks above have been completed, your IT team may need to investigate the workstation configuration.

  • Check firewall rules and endpoint security policies affecting KCDA.
  • Check whether a proxy or network configuration is interfering with KCDA communication.
  • Confirm Windows detects the PowerLab correctly in Device Manager.
  • Check for differences between the affected computer and a known working lab computer.
  • If recommended by your IT team or ADInstruments Technical Support, check whether system, driver, or BIOS updates are required.

Still having problems?

If the issue remains after completing the troubleshooting steps above, contact ADInstruments Technical Support. Providing the following information can help us investigate the issue more quickly:

  • The exact error message displayed by Lt or KCDA.
  • The version of Windows running on the affected computer.
  • The PowerLab model being used.
  • Whether the PowerLab appears in Windows Device Manager.
  • Whether the PowerLab can record successfully using LabChart.
  • Whether the issue occurs with another USB cable, USB port, PowerLab, or computer.
  • KCDA log files.

Contact Technical Support