Cummins Care - Electronic Service Tools

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Error -3008

Symptoms

 INSITE will not open and displays Error -3008 as shown below.

 

 Cause

 

 Malwarebytes or other Anti-Malware software has flagged LCT.exe and other related files or registry keys as malware.

 Tools Affected

   ·         INSITE 8.X.X and above

 

Operating Systems Effected

  • Microsoft Windows 7

  •  Microsoft Windows 8.X

 

How to Fix 

Malwarebytes has been found to cause this problem most often if out of date. So we provided the steps for how to correct this problem based off of this. Other software’s should have similar steps to create exclusions. See the respective software’s help for more details.

 

1.  Open MalwareBytes Anti-Malware. If Malwarebytes isn’t installed, please contact INSITE Help Desk.

 2.  Click on History at top (A), then ensure you are in the Quarantine (B).

 3.  Locate entry for LCT.exe (C). Please search for any other entries that have “Cummins”.

  • 32-bit Windows - “C:\Program Files\Cummins Inc”

  • 64-bit Windows “C:\Program Files (x86)\Cummins Inc”

 

4.  Select any checkbox for entries (D). If there are no entries, please contact INSITE Help Desk.

 5.  Click Restore (E).

 6.  Click on Settings (F).

 7.  Select Malware Exclusions (G).

 8.  Click to Add Folder (H).

 9.  Locate the Cummins Inc folder and click on “Select Folder”.

  • 32-bit Windows - “C:\Program Files\Cummins Inc”

  • 64-bit Windows “C:\Program Files (x86)\Cummins Inc”

 10.  Click on Dashboard (J).

11.  Update Database (K). Once everything is updated, you should see “Your system is fully protected” and the green check showing your database is up to date (L).

 12.  You should now be able to open INSITE. Please ensure your Cummins INSITE software is up to date (current version information is below) and run Update Manager as necessary.

 

 Current versions:

INSITE: 8.0.2.148

License Configuration Tool (LCT): 1.8

Tool Licensing Service: 11.12.0.2

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INSITE Error -3009

Symptoms

INSITE was registered and activated and now INSITE throws -3009 error and licenses are missing OR INSITE was just upgraded to INSITE 8.0.0 and INSITE needs to migrate or activate license(s).   

Cause

Licenses are missing because INSITE and/or the Cummins Inc. License Configuration Tool and are not up to date. 

How to Fix

To resolve the issue 3009 error, run the Cummins Inc. Update Manager while connected to the internet.  Run Update Manager shortcut, click the green buttons with the arrows which is Refresh Updates then click the blue button which is Install Updates. (If there is a message asking to update the Update Manager, click OK.)  Install all INSITE and License Configuration Tool updates until INSITE is at least at 8.0.2 and the License Configuration Tool is at least at 1.3.0.5

If Cummins Inc. Update Manager is not installed, it can be downloaded from the INSITE website (https://insite.cummins.com/insite/info/updatemanagerdl.html)

The License Configuration Tool needs to be able to access the license server which is located at oms.cummins.com via port 443.  If that server is unaccessible, then the INSITE license(s) cannot be activated or transferred.

If there is not a shortcut to Cummins Inc. Update Manager on the desktop then go to the following location right click on the UpdateManger.exe file and click Send to Desktop (create shortcut).

 C:\Windows\Programs Files(x86)\Cummins Inc\UpdateManager\UpdateManager.exe

 

If the problem is still present after this, Please call your local INSITE help desk or email ServiceToolSupport@cummins.com for remote assistance to resolve this issue.

  

Tools Affected

Operating Systems Effected

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50507 error

Symptoms

During installation of Activation Keys in a new INSITE install, the computer blue-screens and crashes. Subsequent attempts to run INSITE results in a 50507 error.

Cause

Corrupted Microsoft Access Database Engine 2007, OR a corrupted INSITE datapack.

How to Fix

If Microsoft Access Database Engine 2007 is already corrupted, install the 32-bit or 64-bit version, depending on the version of Office you are running, of the Microsoft Access Database Engine 2010 which you can download from the web. Make sure the 32-bit version is installed regardless whether customer has a 32-bit or 64-bit operating system. There is no requirement to uninstall the 2007 Database Engine, as the two can co-exist without issue.

 Microsoft Access Database Engine 2007 install file can be found on the INSITE 8.0 DVD in the following folder: 

\UpdateManager\INSITE\ISSetupPrerequisites\{D5B36ED1-A330-46D8-9F0A-73EA86CEB71A}


Note: 
is replaced with the drive letter (D: E:, F: etc) that represents your DVD-rom drive that the INSITE 8.0.0 DVD is located

If substituting the Microsoft Access Database Engine 2010 does not correct the issue, then the issue is caused by a corrupt datapack, which will need to be replaced. Uninstall the existing datapack via add/remove programs, then transfer a copy of the datapack setup file to the customer’s pc. The setup file is in the prerequisites folder:

- INSITE

ISSetupPrerequisites

{E8EA9808-4F2D-4C28-A517-C12569C12D6D}

INSITE Data Pack

Tools Affected

Operating Systems Effected

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INSITE Error 50616/50628

Symptoms

INSITE will not open and displays Error 50616/50628 as shown below.

 

Cause

Missing or Corrupt Microsoft Access Database Engine 2007 install.

 

How to Fix

To resolve the issue 50616/50628 error:

 

Verify if Microsoft Access Database Engine 2007 or 2010 is installed on PC.

 

 If neither is installed, install the Microsoft Access Database Engine 2007 from the INSITE 8.0 DVD (3rd package) or download it from the web.

 

If Microsoft Access Database Engine 2007 is already installed, install the 32-bit version of the Microsoft Access Database Engine 2010 which you can download from the web. Make sure the
32-bit version is installed regardless whether customer has a 32-bit or 64-bit operating system.

 

Microsoft Access Database Engine :

MS Access Engine 2007

32-Bit & 64-Bit Version (x86) & (x64)

MS Access Engine 2010

32-Bit Version (x86)

64-Bit Version (x64)

MS Access Engine 2013

32-Bit Version (x86)

64-Bit Version (x64)

 

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INSITE Error 49000

Symptoms

INSITE will not open and throws Error 49000  (Cleanly Reinstalling the datapacks can resolve 10003 Issue as well)

Cause

Cummins Update Manager doesn't install both required parts of a INSITE install. This is most commonly caused by a install error 1603 for the INSITE Base install. INSITE Base Install and INSITE Datapack must both be alligned to the proper versions for normal INSITE operation.

How to Fix

NOTE: Adminstrative Rights are required to perform this fix.

  1. Open Control Panel in Windows
  2. Select "Programs and Features"
  3. Select "View Installed Updates"
  4. Find INSITE and INSITE Datapack
  5. Uninstall the mismatched version of the file. (e.g. The install with the highest version. For the example above you would uninstall INSITE 8.0.2 DP1 as it's higher than INSITE 8.0.1.291)
  6. Close the Control Panel
  7. Open Cummins Update Manager
  8. Select the visible version of INSITE and reinstall the update.
  9. Monitor the update to make sure both the Datapack and Base build installs with no errors. (If the INSITE and/or the Datapack errors again on the update.. Please uninstall INSITE and the Datapack and install it fresh to clear errors.)
  10. Launch INSITE to confirm error has been cleared.

Manual Installs for Missing Datapacks

INSITE 8.0.X

INSITE 8.0.0 Data Pack

INSITE 8.0.1 Data Pack

INSITE 8.0.2 Data Pack

INSITE 8.0.3 Data Pack

INSITE 8.1.X

INSITE 8.1.0 Data Pack

INSITE 8.1.1 Data Pack

INSITE 8.1.1 SP1 Data Pack

INSITE 8.1.2 Datapack

INSITE 8.1.3 Datapack Size: 19.6 Mb

INSITE 8.1.4 Datapack Size: 19.8 Mb

INSITE 8.2.X

INSITE 8.2.0 Datapack  Size:  26 Mb

INSITE 8.2.0 Datapack 1 Size:  23 Mb

INSITE 8.2.1 Datapack Size: 27 Mb

INSITE 8.2.2 Datapack Size: 27 Mb

INSITE 8.3.X

INSITE 8.3.0 Datapack  Size:  27 Mb

 

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INSITE Error -3012

Symptoms

INSITE will not open and throws Error -3012

Additionally, LCT will throw an error fail to initialize the License Configuration Tool. Please reinstall LCT.

Cause

It has been found that this was caused by a failed update of the License Configuration Tool and TLS (Tool Licensing Service) to Version 1.1.048. Update Manager installs each of these as a seperate install. One or the other will fail to install or install in the wrong order and causes a mismatch in versioning..

How to Fix

Method 1 

  1. Launch Update Manager
  2. Select "Get Updates" (Once Update Manager refreshes, you should see the LCT update again for 1.1.0.48.) 
  3. Select Only LCT update to install
  4. Select "Install Updates" button
  5. Wait for Download and Install Process to Complete
  6. Select Green Check Button once install completes
  7. Check and see if the LCT update is still present in Update Manager, If present repeat Steps 3 thru Step 6 until the LCT update no longer displays. (This shouldn't take more than 3 attempts to correct)

Method 2 - Requires Administrative Rights

  1. In Windows go to "Program and Features"
  2. Uninstall Cummins License Configuration Tool and Tool Licensing Service
  3. Insert your INSITE 8.0.X DVD
  4. Select Manual Installs
  5. Select LCT
  6. Accept defaults and let License Configuration Tool to install it and the TLS application
  7. Launch Update Manager
  8. Select "Get Updates"
  9. Select Only the LCT update
  10. Select "Install Updates"
  11. Confirm both updates successfully install without error.

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INSITE Will Not Open and Throws Error 10003

Symptoms

INSITE will not open and throws Error 10003

Cause

The INSITE datapacks are corrupt and need to be reinstalled fresh.

OR

It has been found that different applications update or change componets INSITE is dependant on. 

How to Fix

1. This can be done by uninstalling the INSITE databack and reinstall the base starting datapack and each point release datapack to match what you have installed. Datapacks can be found for download in error 49000 section.

OR

  1. Verify that compatibility mode is not enabled. (Information on Compatibility Mode)
  2. Go to Windows Update, and install update KB2600217 from the Optional Updates. If it's not visible in the list, it's already installed. If you install it, launch INSITE again. If it still does not work, proceed to step 3 below.
  3. Verify Access Database Engine 2007(or in very rare cases 2010) exists in "Add/Remove Programs". 
    • If it is not there, check if Office 2007/2010 is installed. If neither are installed, and yet INSITE 7.6.X *is* installed, DO NOTHING ELSE, and please call the INSITE Help Desk in your area.
  4. Uninstall the Access Database Engine and reinstall it. The installer is located on the INSITE DVD.*
  5. Launch INSITE again. If you still receive the 10003 error, Uninstall and reinstall INSITE
  6. If Office 2007 Access Database Engine is installed, try installing 2010 over the top of it. You do not need to uninstall 2007 first. Just install 2010. Please click on the following link to download Office 2010 Access Database Engine.
  7. INSITE should now launch. However, If this does not correct the issue, do Nothing else. Please call the INSITE Help Desk in your area.

    Microsoft Access Database Engine :

    MS Access Engine 2007

    32-Bit & 64-Bit Version (x86) & (x64)

    MS Access Engine 2010

    32-Bit Version (x86)

    64-Bit Version (x64)

    MS Access Engine 2013

    32-Bit Version (x86)

    64-Bit Version (x64)

     

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Error 27206 in INSITE Electronic Service Tool Calibration Selection

Symptoms

Under INSITE™ -> Calibration Selection -> ECM, if all certification codes have been moved to the 'Selected Certification Codes' area on the right hand side of the window, "Error Number: 27206 INSITE is unable to retrieve Certification Code information" is displayed when clicking on an ECM part number.

Cause

The column size allocated was not sufficient to accommodate 64 certification codes so it is returning a database error. 

How to Fix


1. Move at least one of the certification codes not applicable to your area to the "Available Certificiaton Codes" section, located on the left hand side window.

2. This window can be accessed in Tools -> Calibration Selection -> Certification Codes.

 

Time of Tool Based Fix

This will be corrected in the April 2014 release of INSITE™ electronic service tool.

 

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Error 50004 when launching INSITE 8.1.4

Symptoms

Error 50004 thrown when INSITE is launched and INSITE won't open.

Cause

Corrupt or unsigned DLL's present inside the INSITE folder.

How to Fix

  1. Save the following file to download or temp folder:  DigitalSignatureChecker.zip Size: 7kb  Do Not Save or Run file from the same folder as INSITE.exe
  2. Extract file
  3. Run Executable
  4. Select INSITE folder where INSITE.exe is located (Most typically C:\Intelect\INSITE)
  5. Wait for process to complete
  6. Run INSITE

- If the 50004 error is still present, please call our tech support line or email ServiceToolSupport for help.

 

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Error 50005 for INSITE 8.2.0

Symptoms

Error 50005 thrown when INSITE is launched and INSITE won't open.

Please Note: If you are repeatedly seeing this problem, then the PC might have Malware or Viruses corrupting the INSITE application files. Please scan your PC for malware and viruses before performing this action a second time. This will help prevent recorruption of the files.

Cause

Corrupt or unsigned DLL's present inside the INSITE folder.

How to Fix

1. Uninstall INSITE and INSITE Datapack
2. Check C:\Intelect\INSITE for remaining dll or other related application files. (This does not include subfolders..)
3. Clear the INSITE folder of any DLL or EXE Files.
4. Reinstall INSITE and INSITE datapack
5. Launch INSITE

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Database Load Failure

INSITE 8.1.4 and Greater

INSITE 8.1.3 and Earlier

Database Load Failure using INSITE 8.1.4 or above

Symptoms

  • After selecting any engine program in Calibration Selection, a Database Load Failure window will pop-up.
  • Click Cancel or the red X to close this window.  Retry will reopen the pop-up.

 

Cause

A calibration code is used that was downloaded prior to July 26, 2016, from QSOL or the simplified calibration search feature in INSITE. Or an INCAL DVD prior to the August 2016 INCAL DVD is used.

How to Fix

  1. Delete the C:\Intelect\INSITE\CalibrationWorkspace\intelect folder or folders elsewhere on your hard drive. (C:\Intelect\ESDN or D:\Intelect\ESDN etc. and delete ESDN folder)
  2. Download the calibration again from QSOL or using the ECM Code Search feature in INSITE. Or use the August 2016 INCAL DVD or later.
  3. If the calibration has been downloaded, extract it to the C:\intelect\INSITE\CalibrationWorkspace folder.

If the Database Load Failure is still present, please call our tech support line or email ServiceToolSupport for help.  

Database Load Failure using INSITE 8.1.3 or below

Symptoms

  • After selecting any engine program in Calibration Selection, a Database Load Failure window will pop-up.
  • Click Cancel or the red X to close this window.  Retry will reopen the pop-up.

 

Cause

A calibration code is used that was downloaded on or after July 26, 2016, from QSOL or the simplified calibration search feature in INSITE. Or the August 2016 INCAL DVD or later is used.

How to Fix

  1. Update INSITE to the latest INSITE version 8.1.4 or greater

If the Database Load Failure is still present, please call our tech support line or email ServiceToolSupport for help.  

Tools Affected

  • INSITE 8.1.3 and below

 

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27019: an error occurred reading connecting with multi-module ECM.

 Reported: 1/30/2017

Problem:

The customer may receive this error when attempting to connect with an ECM with the intent of transferring a calibration, and occurs when the engine is a multi-module model with multiple ECM’s.

 

How to Fix:

The solution is to make sure that the customer’s Calibration Workspace has the appropriate calibrations for ALL ECM’s on the engine.

1.      Connect to one of the available ECM’s on the engine, then use the Calibration Search to locate and download the appropriate calibration for the ECM.

2.      Disconnect from that ECM, then connect to the next one and repeat the Calibration search and save. Continue until all modules have a calibration saved in the Calibration Workspace.

3.    Now the customer can connect to the ECM that they intended to update

Tools Affected

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Data Monitor Logger Missing Columns

1.       When you are in INSITE, please connect to the ECM.

2.       Open Data Monitor/Logger

3.       From the top menu bar, go to Tools -> Options.

4.       Select the General category.

5.       Click on the button that says Reset to Cummins Default Settings. Click Apply, then OK.

 After these steps, this should reset the view for Data Monitor Logger where everything will display properly including the parameter and unit values.

 PLEASE NOTE: It has been observed in some cases, where you may have to disconnect and reconnect to ECM or even close and restart INSITE for the settings to take effect if it doesn’t happen after closing the options.

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Error Code 6 - VGT Actuator Installation & Calibration

Problem:

VGT Actuator Installation & Calibration fails with Error Code -6

How to Fix:

Additional instructions:

Installation must be first performed and only then Calibration can be performed. Please select the Install Actuator procedure and then select Start to begin the Installation. To stop the procedure, select Stop. During the installation process, the actuator pinion gear on the VGT actuator will be aligned to prepare it for installation on the turbo charger. Caution: The pinion gear on the actuator will move. Keep hands and tools away from the pinion gear during the procedure.
Additional Information: Depending on the type of actuator being used, the actuator may or may not rotate during the Installation portion of the test. Follow all status messages for an accurate determination of test pass or fail.

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