Troubleshooting Footage Counter Issues in Pioneer

If your footage counter is not working properly in PIONEER, follow these troubleshooting steps to resolve common issues.

For IBAK Systems with Soft Controls

If you're using an IBAK system with soft controls:

1. Run both Pioneer and Soft Controls as Administrator

2. Ensure you're using the latest version of Pioneer (Alpha or Beta if recommended by our support team)

3. If the counter freezes between inspections, try closing and reopening Pioneer

4. Verify the Soft Controls application is fully loaded and presenting the counter data

For Systems Using COM Ports

If your system uses direct COM port connections:

1. Check that the correct COM port is selected in Pioneer settings

2. If the counter stops working, the COM port may have changed - verify the current port number

3. Ensure all cables are properly connected between the counter and computer

General Troubleshooting

1. Verify the counter is working properly on your controller/hardware before checking Pioneer

2. For calibration issues, measure out 25 feet of cable and perform a calibration in Pioneer

3. If switching between mainline and lateral inspections, you may need to reconfigure counter settings

When to Contact Support

Contact support if:

• The counter works on your controller but not in Pioneer

• Calibration attempts don't resolve the issue

• The counter freezes consistently between inspections

• You need to recover distance data from a recorded inspection