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Troubleshooting Podcatcher Classic

5 min readUpdated Nov 202613 steps

This page helps you fix common Podcatcher Classic problems with IDentifiers, Sync Devices and synchronization.

Not sure where the problem is? The Podcatcher Classic Troubleshooter walks you through it step by step. Otherwise, start with the symptom that matches your problem. For problems with the Syncbox itself, its LEDs usually tell you what is wrong — see the Syncbox User Manual.

An IDentifier does not start any content

Section titled “An IDentifier does not start any content”

Work through these checks in order:

  1. Is the IDentifier code added to the Stop? Open the tour in the Tour Editor and check that the Stop has this IDentifier.
  2. Is the tour published and synchronized? A change only reaches the devices after publishing and the next sync. See Synchronization.
  3. Is the visitor pointing the device at the IDentifier? Podcatcher Classic only responds to the infrared signal of an IDentifier it is aimed at. See Visitor Instructions.
  4. Is the battery empty? You can replace the CR2032 coin cells yourself. See Replacing IDentifier batteries.

A Sync Device shows as offline

Section titled “A Sync Device shows as offline”

Hardware → Sync shows a Sync Device as offline when it cannot reach our servers. For a Syncbox, check its Connection LED in the Syncbox User Manual. For a Syncconsole, check that:

  • the computer is switched on — also at the time of the daily sync. Some sites cut the power at night;
  • it has a working internet connection, preferably wired;
  • the Dockingstations are connected to the computer and to power;
  • the Podcatcher Sync application is running;
  • the computer is not stuck on the Windows login screen;
  • the hard drive is not full.

If all of that is in order, restart the computer and start a sync.

If the computer has internet but still cannot reach our servers, a firewall is probably blocking it — ask your IT department, and see Network requirements for your IT department.

The Podcatcher Sync application does not start

Section titled “The Podcatcher Sync application does not start”

If restarting the computer does not help, the application’s settings file may be corrupt. You need a screen and keyboard on the Syncconsole for this.

  1. On the C: drive, go to Program Files → Guide ID → Podcatcher Sync → Data.
  2. Right-click the settings file and open it with Notepad.
  3. If the file is empty, close it and replace it with the file from Settings.zip.
  4. Restart the Podcatcher Sync service, or restart the computer.

Not all Dockingstations are found during a sync

Section titled “Not all Dockingstations are found during a sync”

If fewer Dockingstations are found than are installed, a USB or power cable is usually loose.

  • Check all cables. The light on each Dockingstation should be green.
  • On a Syncbox: connect every Dockingstation directly to one of the 10 rear USB ports, with the supplied cable. USB hubs are not supported.
  • On a Syncconsole: check that the USB hubs work. Use as few hubs as possible, plug Dockingstations directly into the computer where you can, and keep the cables between computer and hub short. Do not use the power adapter that came with a USB hub.
  • On a Syncconsole, check that the FTDI driver is installed.
  • If problems persist, try a different power outlet — with or without earth (grounding).

If that does not help, reset the Syncconsole hardware:

  1. Switch off the Syncconsole computer.
  2. Take the devices out of the Dockingstations.
  3. Disconnect all Dockingstation and USB hub cables from the computer.
  4. Unplug the Dockingstation power adapters. Wait a few minutes until the Dockingstation lights are off.
  5. Reconnect everything and put the devices back.

The last sync was a long time ago

Section titled “The last sync was a long time ago”

Sync your devices daily, so they have the latest content and their logs reach the Platform. If the last sync is days ago:

  • the Sync Device was offline, or had no internet, at its daily sync time;
  • on a Syncconsole, the Podcatcher Sync application was not running.

Fix the cause (see A Sync Device shows as offline), then start a sync from Hardware → Sync.

The Syncconsole’s date or time is wrong

Section titled “The Syncconsole’s date or time is wrong”

Correct the date and time in the Windows settings, then restart the computer so the change takes effect.

The Syncconsole seems frozen

Section titled “The Syncconsole seems frozen”

If the Syncconsole is online but takes very long to finish a task, it may have stopped responding. Restart the computer manually.

Contact support

Section titled “Contact support”

Still stuck? Contact our helpdesk:

Include your site name, the serial number of the Sync Device or Podcatcher Classic, and what you see. More details on Contact Support.

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