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Ai.Suite  

Assembly Guide

Statement of confidentiality: 

 

The information contained in this document is proprietary to 

Somark 

Group Ltd  

and its subsidiaries (Somark). This document is provided by 

Somark

 with the understanding  

it will be held in the strictest confidence and will not be disclosed or duplicated in whole or in part.

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TROUBLESHOOTING

SYMPTOM

POSSIBLE CAUSE

   ACTIONS

Ai.Connect does not 

turn on / boot-up

Ai.Read is not  

displayed in the  

Devices List

Devices connected 

through the USB Hub 

are not displayed in 

devices or are not 

responding

The Ai.Connect does not 

boot up and continues to 

show a loading screen

The format of dates is 

incorrect in the Animal 

Date of Birth and Date  

of Reported Death 

The Ai.Connect may not be turned-on 

or  the 

power 

cable  may  not  be 

connected properly.

The Ai.Read may not be  

connected to the Ai.Connect.

A USB cable may not be securely 

connected to the USB Hub or to the 

Ai.Connect.

The Ai.Connect may have received  

a software update or may not have 

powered down or powered up  

correctly previously.

The region setting in Windows on the 

Ai.Connect does not match the region 

the Ai.Connect is being used in.

The connected USB device may not 

be powered up / turned-on.

The USB device may require a re-set.

The Device List does not display a 

USB connected Digital Callipers, 

Mouse and Keyboard.

The USB cable may be faulty.

The Ai.Read may not be powered up 

or turned-on.

Ai.Read does not receive its power 

from Ai.Connect. It must be plugged 

into a power outlet.

Check the LED indicator at the rear of the 

Ai.Connect. 
If the LED light is not illuminated ensure 

the Ai.Connect p

ower

 cable is securely 

connected to the Ai.Connect and plugged 

into a power outlet.
The Ai.Connect must be turned on using 

the Power button located on the rear of 

the device.
Contact customer support at  

[email protected] if the LED 

indicator at the rear is illuminated and the 

device is not  providing a display.

Check the cable which connects the 

Ai.Read to the Ai.Connect (USB A to USB 

B cable) is securely connected to the 

Ai.Read 

USB

 port and to the Ai.Connect 

top USB port (or attached using the USB 

Hub).

Ensure the USB cables between the device 

and the USB Hub are securely attached to 

both the device and the USB Hub.

In some instances the Ai.Connect may 

have received a software update which 

requires a reboot. Keep the power button 

located on the rear of the device pressed 

for 5 seconds to force the device to reboot.
If the issue persists, contact customer  

support at [email protected]
Contact customer support at  

[email protected]

Some devices must be turned on using a 

button on the device or require external 

power. 
Ensure the power cable is correctly 

attached to the device and the device is 

turned on.
Disconnect the device USB cable from the 

USB Hub and reconnect the device after 

2 minutes.
Disconnect the USB Hub cable from the 

Ai.Connect and reconnect the Hub after 

2 minutes to the top USB port on the 

Ai.Connect.

Check the USB Hub is securely  

connected to the Ai.Connect using the  

top USB port on the Ai.Connect.

Contact customer support at  

[email protected] to order a 

replacement USB A to USB B cable.

Ensure the Ai.Read power cable is  

securely connected to the Ai.Read and 

plugged into a power outlet. 
Ensure the Ai.Read has been turned on 

using the power button located on the rear 

side of the device. The power indicator at 

the front of the device will illuminate when 

the device has been turned on.

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