Show all/Hide all

Troubleshooting connection problems (Windows XP)

First Step:

a) Unplug the CalorieSmart/Track3 unit from the computer.

b) Exit the CalorieSmart/Track3 software.

c) Please download and install the latest software from here.

d) Try connecting the unit and downloading now.

If you are still having connection issues, please read below.

Troubleshooting:

1) Check to see if the device driver is loaded properly:

Connect the unit to the computer. Turn on the unit if not already on.

Open Device Manager by doing the following:
   a) Click on “Start” and then “Control Panel.”
   b) Switch to Classic View (if in Category View).
   c) Double click on “System.”
   d) Select the Hardware tab.
   e) Press the “Device Manager” button.
   f) Under “Ports (COM & LPT)”, click on the "+" sign and look for an entry that starts with "Sunplus USB to COM port adapter".

   g) There should NOT be a yellow exclamation mark or question mark. If you find a yellow mark, please reinstall the software.

2) If the device manager is installed properly, please try a different USB port and/or USB cable. If you are still having connection issues, please read below.

COM ports:

1) Go to device manager (as above) again and expand the Ports line by clicking on the "+" sign. Note down the COM port number for Sunplus USB to COM adapter. If the number is greater than 9 (COM9), follow these steps to set it to a lower number.

a) Look at all the COM port numbers under “Ports (COM & LPT)”. Note down a port number in the range 3 through 9 that is not taken already.

b) Double click on "Sunplus USB to COM port adapter".

c) Click on the Port Settings tab.

d) Then, Click the "Advanced..." button.

e) Then, select the COM Port Number dropdown, and change it a COM port number that shows 'In Use' that really isn't in use. This is the number from step (a) above.

f) Click OK, and continue past warning about using a used port.

 

2) Try downloading again. If you still have connection problems, please call us.

 

Troubleshooting connection problems (Windows Vista)

Install Latest Software:

a) Unplug the CalorieSmart/Track3 unit from the computer.

b) Exit the CalorieSmart/Track3 software.

c) Please download and install the latest software from here.

d) Try connecting the unit and downloading now.

If you are still having connection issues, please read below.

Update device drivers:

There is a possibility that incorrect USB drivers were installed.

a) Unplug the CalorieSmart/Track3 unit from the computer.

b) Exit the CalorieSmart/Track3 software.

c) Please download and install the Vista drivers software from here.

 

e) Try connecting the unit and downloading now.

If you are still having connection issues, please read below.

Troubleshooting:

1) Check to see if the device driver is loaded properly:

Connect the unit to the computer. Turn on the unit if not already on.

Open Device Manager by doing the following:
   a) Click on “Start” and then “Control Panel.”
   b) Switch to Classic View (if in Category View).
   c) Double click on “System.”
   d) Select the Hardware tab.
   e) Press the “Device Manager” button.
   f) Under “Ports (COM & LPT),” click on the "+" sign and look for an entry that starts with "Sunplus USB to COM port adapter".

   g) There should NOT be a yellow exclamation mark or question mark. If you find a yellow mark, please reinstall the software.

2) If the device manager is installed properly, please try a different USB port and/or USB cable.

 

What is your return policy?

We want you to be happy with your purchase. We accept returns within 30 days of receiving the product. We refund the full amount of the product costs. Shipping costs are not refundable.

To return a unit, simply email us at orders@(if you can see this please update your browser)coheso.com and we will provide you with a return authorization. Then mail the unit to us and we will process the refund.

 

How long will it take for me to receive my order?

We process orders promptly. We ship orders on the same day for all orders placed before 4pm PST on a business day. All orders are shipped from our Pleasanton, California location. If you choose USPS Priority Mail, it will take 2-3 days for the package to arrive within the 48 contiguous states. We also offer UPS next day, second day and 3 day delivery. With UPS, you will get a tracking number that allows you to track the progress of your shipment.

Where are you located?

We are in Pleasanton, California in the San Francisco Bay Area. Pleasanton is about 30 miles east of San Francisco and about 30 miles north of San Jose (Silicon Valley).

What kinds of payment options do you accept?

We accept Visa, Mastercard and American Express. We process credit card payments through Bank of America. Your credit card statement will show "Coheso, Inc." as the name of the merchant. We also accept checks/money orders.

Please send payment to:

Coheso, Inc.,
5700 Stoneridge Mall Rd Suite 240
Pleasanton, CA 94588.

Please call us at 1-877-750-2300 between 9am - 6pm PST on weekdays for more information.