N5001USB Auditor Technical Support

N5001USB Auditor is a complex computer in a handheld device which occasionally will need a reset to continue use. Please use this page to find your error message and hopefully reset your Auditor before needing to return the device to Comark for repair.

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Items to check before returning for Service

Before beginning to check whether the unit requires resetting or returning always check that the battery is good and if not replace with new Alkaline cells before continuing.

Troubleshooting

If you are locked out of the software please contact Comark on Comark UK Service for the daily password which will get you back into the software and set a new password

My Auditor (N5001USB) shows a line with a box on the end?

If the N5001USB Auditor display has reset to show just a line and a box then the Auditor has reset.

This might not be a problem, for example you might have just changed the battery. In which case connect it as normal to the PC and download the program.

If however this has happened unexpectedly during use, then once is OK, but twice or more or repeated resets is unacceptable. In this case please return the unit for repair.

My Auditor (N5001USB) will not turn on

Sometimes it is possible for the screen contrast to reset to zero. In this case the instrument could be working OK but the screen will be blank. To check to see if the instrument is running, press the back-light key. Even if the back-light has been set to zero seconds it will still blink momentarily. If this is the case try setting the contrast by holding the back-light key down and pressing the UP arrow key to add more contrast.

If the back-light does not operate Check/Change the battery (Sometimes the Auditor is not able to warn you that the battery is low so replacing it is a quick check. Always replace both cells together and use Alkaline (Duracell or Energizer, etc.)

Perform a ‘soft reset’ of the instrument. (Remove one of the cells from the battery compartment and then wait for a few seconds before replacing. If all is well then the instrument will come up and ask to be connected to the PC. Either connect to the PC or confirm that the date and time are correct manually. It is advisable to connect the Auditor to the PC at the earliest possible time to ensure correct operation.)

My Auditor (N5001USB) screen is blank

Check to see if the back-light is working by pressing the back-light button.

If yes, adjust the contrast setting for the LCD by holding down one of the back-light buttons and pressing the UP or DOWN arrows to make an adjustment.

Check/Change the battery. Use only Alkaline batteries.

If this does not work then you can try a ‘hard reset’, see below.

Hard Reset

Remove one of the cells from the back of the instrument. Before refitting the last cell press and hold both the UP and DOWN arrow keys together and simultaneously press the last cell into place. If all is well the instrument should come back to life (the screen will show a horizontal line followed by a small box).

It will need to be reconnected to the PC, and “Communication” started to complete the reset.

My Auditor (N5001USB) has the wrong program loaded

Open the program to confirm that it is the correct one that should be loaded on your Auditor in the Auditor Group. (“File > Open an Auditor Group Program Then choose the group that is connected to your Auditor).

Check that the Auditor is in the correct Auditor Group. (“Edit > Preferences, then click on the Auditor Groups tab. Change the “Group” by dropping the box down next to the correct serial number of your Auditor)

Re-save the program to the Auditor Group. (click “File > Save as an Auditor Group Program”, then choose the group that is connected to the serial number of your Auditor).

Move the auditor serial number 00000001 to the Auditor Group that coincides with your Auditor serial number, then restart Communication (If this works then the serial number of the Auditor you are using has been lost. In this case you can continue to use it however it should be sent back to Comark for repair).

My Auditor (N5001USB) display is reversed or corrupted

In the unlikely event that the display is corrupted with bad or missing characters it should, at the next refresh, sort itself out. The display refreshes every few seconds.

If it does not reset, then perform a ‘soft reset’ of the Auditor by removing the battery and re-fitting it after waiting a few seconds.

If that does not work, connect the Auditor to the PC and let the readings download. Then remove the battery and perform a ‘hard reset’; Remove one of the cells from the back of the instrument. Before refitting the last cell press and hold both the UP and DOWN arrow keys together and simultaneously press the last cell into place. If all is well the instrument should come back to life (the screen will show a horizontal line followed by a small box).

It will need to be reconnected to the PC, and “Communication” started to complete the reset.

If still not working, then a firmware “clear and reload” will be necessary. With the N5001/Auditor connected to the PC, open the software and select “Help > Update Logger Firmware”. Answer the subsequent questions to start the update. If the update starts and starts counting “percents”, allow it to complete the update before detaching the Auditor. If it does not start counting “percents”, simply dislodge a battery and pop it back in quickly.

This should charge the Auditor board to take the firmware update, and you should see the “percents” start counting up. If all of this fails to correct the issue, arrangements should be made to send the instrument back to Comark for investigation.

My Auditor (N5001USB) Database is incomplete?

If your database is incomplete e.g. showing Node ID Numbers instead of the real data then something has gone wrong with your system.

Have you downloaded the Auditor to another PC by mistake? Note that the Auditor can only be downloaded to the same PC which programmed it.
If not please connect the Auditor to the software, perform a complete communication cycle, waiting for the Auditor to confirm that the Auditor is ready to go. Then remove from the PC and confirm that the program on the Auditor is correct. If not please refer to our other Knowledgebase Articles.

If the program appears to be OK, then take some dummy readings with the Auditor and then download the Auditor confirming all is well.

Make a note of this occurrence and if it happens again return the unit for repair.

My Auditor (N5001USB) says ‘Watchdog Reset’

A watchdog reset can happen for legitimate reasons, however if it happens all the time on an Auditor or the Auditor becomes unusable as a result of constant watchdog resets then this could be indicative or other problems.

Check to make sure that the Auditor program on the Software has not been altered. It is very common for users to make changes to the program accidentally, and then save them to the handset. Thus it is possible that the program has been changed. If you are unsure then load a fresh copy of the program from your saved files, and re-save as an Auditor Group Program. Re-connect the Auditor, confirm download of the new program and check to see that watchdog reset is no longer happening.

If you can confirm that the Auditor program is correct and as you expect, then we urge you to contact us advising us of this problem.

My Auditor (N5001USB) LCD indicates Docked PC Not Responding

Check to see if communications is running – Select Communications-Start Communications.

Check connection to PC/Check lead with another if you have one.

If you are using USB check to confirm that the Serial No of the logger appears in the top bar of the software in this format “Auditor S/N 012345678 active”. If not please check the connection to the Auditor.

If a new installation of Auditor – did you install the USB drivers? If not then please download and install them. Close the software and disconnect the Auditor and then try again.

If you are using an older Serial Connection to your Auditor, through the 8-Pin Lumberg in the Top then please check that you are using the correct COM Port in the software and on the PC and that Serial Comms is enabled, see Edit-Preferences checking the the ‘RS232 Comms Enabled’ Box is ticked.

If you have any other USB or Device using a COM port attached to the PC then please disconnect and try again.

If the problem persists then we urge you to contact us advising us of this problem.

Care of Temperature Probes for Auditor (N5001USB)

The Probe is where most of the action with the Auditor takes place. Almost every operation requires a Probe reading.  The Probe should be treated with care in order to ensure best functioning and long life.

Always have a spare properly functioning Probe on hand, in case the primary Probe breaks or appears to be reading incorrectly.

Do not stretch the coiled cable of the Probe to reach an item to be measured. ALWAYS move both the Probe and the Auditor toward the food to be measured. This will help avoid unnecessary stress on the wires inside the Probe.

Do not touch the coiled cable or Probe handle to hot surfaces that might melt the protective coatings, damaging the Probe wires and render the Probe inoperable.

Do not bend the Probe tip. This too could break the wires and render the Probe inoperable. In general, Probes are designed for penetrating thawed food only and not for testing frozen food or containers or chipping ice.

Clean the Probe and wire coil with a clean damp cloth, being VERY careful not to pull or stretch the coil and damage the wires inside.

General Tips for Trouble Free Use of Auditor (N5001USB)

The N5001USB HACCP Auditor is an advanced electronic tool that is ruggedly built to be used in a busy kitchen environment.  And just as people service and maintain their car, the Auditor must be taken care of regularly to ensure long lasting service. Sometimes, due to network or Windows updates, there can be glitches in the way an instrument behaves. But often there are quick, simple fixes you can perform yourself.

Follow these basic steps to ensure long trouble free operation:

1. Keep the instrument and the rubber boot clean. Use only a damp cloth with little or no detergent.
2. Keep your Auditor and probe clean with a clean damp towel, not soaking wet. Be careful not to stretch the probe cable when using OR cleaning it.
3. When removing and replacing the battery cover, take care to keep the screw washer that retains the screw to the cover in place. DO NOT OVER-TIGHTEN THE SCREW WHEN REPLACING THE COVER.
4. Avoid allowing food or other debris in the USB port or the Lumberg Probe port. This can cause the issues with proper USB communication with the Auditor software, and proper probe sensor readings. This is also not covered under warranty.
5. Take great care when inserting and removing the USB cable from the Auditor USB port. USB ports are a fragile part of any electronic equipment and should be treated as such. Abused USB Ports are not covered under the warranty.
6. Always download the Auditor to the PC at least once per day.
7. Caution: Performing a hard reset will cause loss of data.
8. Change the batteries regularly, once per month if not being replaced more frequently than that. Always replace both batteries at the same time and, always use good quality Alkaline batteries. When changing the batteries avoid pressing buttons on the front, and try placing the “positive” end in first. Comark does not recommend either re-chargeable batteries or Zinc Chloride.
9. If the unit refuses to download or communicate then stop using it immediately and perform the checks listed below to diagnose the problem. If in doubt contact your IT Department or Comark.

There are several Knowledge Base Articles for Auditor/N5001USB. Please refer to these for help solving the problem you have.

If the problem cannot be fixed by trying some or all of the instructions, next seek help by calling your IT Help Desk. If the problem still persists, then we urge you to contact us, advising us of this problem.

Auditor Software is not showing some of my Data

If you are using the N5001USB Auditor Software, and cannot see some, or all, of your data, then it may be that the database is being filtered.

To check to see if this is the case, select the ‘Filter’ icon from the top menu bar to open the ‘Filter’ page.

With the ‘Filter’ page open, click on the ‘All OFF’ button in the bottom left of the page, to turn off any filters.

Once all filters have been turned off, click on the ‘OK’ button in the bottom right of the page.

You should now be able to see all of your data.

Warranty

If you are claiming warranty for any product returned to Fluke Service please ensure that you include all the necessary proof of purchase.

My Product is Obsolete on the Website

If your product is obsolete on the Comark website do not worry we may still be able to offer support for it. Please continue to the section below Returning an Item for Repair or contact our service department on Comark UK Service for advice on whether we can repair your item.

Returning your N5001USB Auditor for Repair

If you determine that you need to return your Auditor for repair please select the most appropriate link below.....

UK / EU Customers - For customers in the UK and some EU Customers please Click Here to return product directly to our Service Centre in the UK. Please note this facility is only available to customers in the UK and EU.

USA Customers - For customers in the USA please Click Here to return product directly to out Service Centre in the USA. Please note this facility is only available to customers in the USA.

ROW Customers - For ROW customers your best option is to contact one of our Resellers/Distributors who can advise the best way to get the Instrument back to us for repair. This can be the one who sold you the Instrument or just one that serves your local region. Please Click Here to use our 'Where-to-Buy' section on the Comark Website to find a local Distributor/Reseller near you who will be able to assist you.

Contact Technical Support

If you still don’t find what you need here please contact Comark Instruments for additional support detailing the issue you have on the following e-mail Comark Tech Support and we’ll get back to you as soon as we can.