FAQ
GENERAL QUESTIONS
The team at CSS Computer Security Service GmbH is available by telephone from 08:00 to 17:00. Should you have any questions about our products, you can contact us by telephone on 0201 2788286 during this time.
If you would like to send us a contact enquiry by e-mail, you can fill in our practical contact form or contact us via info@css-online.de
Of course, you can also get an overview of our prices directly in our webshop and order your desired product immediately.
If you are absolutely certain that your device is faulty and cannot be restored to working order without telephone support or the help of our FAQ (e.g. if the ProxiPen is in boot mode), please proceed as follows.
Please send us the device with a brief explanation of the fault. We will be happy to provide you with a cost estimate for a repair. In the event of a total loss of your product, we can dispose of your appliance in an environmentally friendly and professional manner.
If the same control point(s) is/are always affected, it does not necessarily mean that a defect is present. Check the material to which the control point is attached.
Control points mounted on metal only work to a limited extent. In this case, spacer plates help to interrupt the direct contact between the control point and the metal, and solve the underlying technical issues.
GCS DEVICES AND SOFTWARE
The ProxiPen is currently in boot mode. What is boot mode, and how can I exit it?Boot mode is there to secure the data read in. In the event of a power failure due to removal of the battery or a flat battery, the device backs up the data in this way. This boot mode can be deactivated in the TopGuard Patrol software in just a few steps.
1. Please place your ProxiPen data recording device in the read-out station.
2. Start the TopGuard software on your PC and log in as administrator.
3. Please click on the “Configure” button.
4. In the next step, please click on “Set PC/time date”. The device is now synchronised with the current system time of your PC. The data recording device should now be functional once more.
Should this not be the case, our technical support team will be happy to help you and can be contacted here.
The ProxiPen can warn of various conditions by issuing several beeps or flashing several times. The following provides a brief overview of possible causes for the “warning messages”.
If the ProxiPen does not function after changing the battery, the battery may have been inserted the wrong way round. Ensure that the + pole of the battery is pointing inside the device and the – pole (with the flat side) is touching the spring of the sealing cap.
If the ProxiPen is stored for about 10 minutes without a battery, the device switches to boot mode. Contact and to find out how to exit boot mode.
A short battery life is often due to incorrect storage of the data recording device. Please note the following information:
Do not store your ProxiPen in the vicinity of other ProxPens.
Do not store the ProxiPen in the data readout device. The device is only used for data transfer and configuration.
Do not store the ProxiPen near metal objects – such as tools, etc.
The ProxiPen should not be placed near transponders, RFID cards or other transmitters.
The data readout device should always be connected to the same USB port. If the device is connected to a different port, Windows attempts to install it as new hardware. The software cannot establish a connection to the device.
Possible troubleshooting:
1. Close the software
2. Disconnect the USB cable from the PC.
3. Reconnect the data readout device. Make sure that you now use the connection that was also used during initial commissioning.
Select the PenDTU in the TopGuard main menu and then click on Configure.
You can now select the correct time zone in the configuration menu and then save your settings by clicking on the “Write” button.
Missing “Configure” and “Round definition” buttons
After starting TopGuard Patrol, the “Configure” and “Round definition” buttons are missing from the main menu. Why is that exactly?Close the programme and restart it. Make sure you register as Administrator log in. As a User the items “Configure” and “Round definition” are not displayed.After successful login, the missing buttons are visible again.
My reports are offset by one hour
When creating the reports, it can happen that there is always a difference of one hour. This is the case if no time zone was set during installation. To configure the time zone, start TopGuard Patrol and select the PenDTU option in the following menu and then click on “Configure”.In the menu that now appears, select the correct time zone in the upper drop-down field “Time zone”.
Error 8
When I click on the On PC date/time button, the error message “Error 8” is displayed. What can I do? This error usually only occurs if the ProxiPen has been stored for a long time without a battery. In the TopGuard configuration menu, search for “Last battery voltage too low”, then change the time and date of your system to the same time as shown in the “Last battery voltage too low” field. Then restart TopGuard and access the configuration menu. Then click on “Set to PC date/time” and “Delete checkpoints”. Then change the time and date of your PC back to the current values and restart TopGuard; after clicking on “Set to PC date/time” one last time, the ProxiPen should work again and the error should be rectified.
New computers now have USB 3 ports (labelled blue). Pen-DTUs with a serial number older than 00002800 are not USB 3 compatible. Connect the Pen-DTU to a USB 2 port. If the problem persists, you may need a new Pen-DTU or a different cable. Our support team will be happy to advise you. Feel free to give us a call.
I would like to reinstall TopGuard, but I don’t have a CD. How do I get the software?”
You can find the TopGuard software in the Download section. If you require the software on a data carrier, you can purchase a TopGuard CD from our Webshop. Alternatively, our support team will be happy to advise you. Feel free to give us a call. We look forward to talking to you!