Frequently Asked Question

Split-Online General Troubleshooting Guide
Last Updated 2 years ago

General Troubleshooting Guide

How do I restart Split-Online
Split-Online is usually configured to start automatically with windows. The easiest method to restart Split-Online is simply to do a reboot.
If you wish to restart the Split System manually click on Split-Online icon on the desktop. Split-Online should open and the channels should start cycling thru the modules. Make sure there is not another instance of Split-Online running or you will get error message. If the watchdog is enabled you may need to reboot.

How do I know Split-Online is running
If Split-Online is running you should see images appearing periodically. Also you will see a small square moving along each channel as the modules are executed.

How do I load a new project file
You may need to replace the existing Split-Online project file with a new one.

To load the new file (attached) please follow the directions below:

1.Copy the new project file into the Split-Online Projects directory (i.e. C:\Split Data\Projects)
2.Stop the channels from running by selecting “Stop All Channels” from the “Channels” menu in Split-Online
3.Load the new project by selecting “Open…” from the “Projects” menu and selecting the new projects file (i.e. C:\Split Data\Projects\ New Project .sop)
4.Please note to select “Open…” from the “Projects” menu and not the “File” menu
5.Once the new project is loaded save the project by selecting “Save” from the “Projects” menu… this is to ensure the correct file is loaded on autostart (e.g. after a power failure)
6.Start the channels running again by selecting “Run All Channels” from the “Channels” menu

Where can I find the Split-Online Project file
The project file should be located under Projects in the Split data folder (usually C:\Split Data\)

Where can I find help
Help can be accessed through the help menu in Split-Online. In addition, a copy of the split help file is located on the desktop.

Where can I find information on the calibration procedure
Any additional Split information such as the belt cut and calibration procedures will also be located on the desktop.

There is no video signal from the cameras
If there is no video signal and this has been verified by pulling up live video in Split-Online and in IP Utility, try pinging IP addresses of cameras by opening a command prompt window and typing:
-where xxxx.xxxx.xxxx.xxxx is the IP address of the camera
I cannot ping the cameras
If cameras do not ping, then have someone check power out in the field at control box. If the camera has power check the cable connections (Fiber or Cat5).

Split-Online is reporting high oversize values
Check and make sure camera lens is not dirty and also that trigger value has not changed (i.e. Split is not processing an empty belt). If the load on the belt has changed check that the mask is configured to exclude the empty belt.

Troubleshooting Split-Online

Split-Online Version
The first step when troubleshooting Split Online is to establish the version and serial number. This can be found under About Split-Online in the Help menu.
Should there be an issue with Split-Online first check the log windows for clues, particularly Log and Exceptions.image
Split-Online should also be configured to save the log files (Log, Exceptions, Info) to the Split Data folder (usually C:\SplitData\Logs\). In the event of a problem these should be sent to Split-Online.

Event Logs
The Windows event logs can often assist when troubleshooting an issue with Split online. To access the event logs right click on “My Computer” and select Manage from the pop-up menu. Browse to Event Viewer\Windows Logs in the tree and check the System and Application event logs for errors.

In the unlikely event that Split-Online crashes, please save the Crash Message and send it to Hexagon.
Problem Signature Example:
Problem signature:
Problem Event Name: BEX
Application Name: Splitonline.exe
Application Version:
Application Timestamp: 538e307d
Fault Module Name: Splitonline.exe
Fault Module Version:
Fault Module Timestamp: 538e307d
Exception Offset: 0032df99
Exception Code: c0000409
Exception Data: 00000000
OS Version: 6.1.7601.
Locale ID: 7177
Additional Information 1: af0b
Additional Information 2: af0bdfe940044a965270d139beccd316
Additional Information 3: af63
Additional Information 4: af63fb8d0f223f852ac9449e7af546c8

If Split-Online crashed in response to a user action see if this can be repeated by doing the action again once Split-Online has restarted. If the program crashes again please outline the actions in a message to Hexagon.

Known Issues

Incompatibility with Windows Remote Desktop
There is a known incompatibility between the dongle used by Split-Online and Windows Remote Desktop.

Trying to run Split-Online through Windows Remote Desktop will result in a crash.

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