TRAFx Technical Support

Welcome to the TRAFx Technical Support Hub!

The table and FAQs below address most support scenarios. See these before emailing or calling.

A Troubleshooting table

#	Problem	How to resolve
	PC / TRAFx Communicator problems I cannot "talk" with my dock (or counter) using my PC TRAFx Communicator does not work I have a new (or upgraded) PC. What do I do?	Use Troubleshooting Wizard
	Dock problems My dock is not blinking / working	See Dock Troubleshooting Try Troubleshooting Wizard
	Using Shuttle Mode, I connect to a counter but only Shuttle Mode blinks	See Dock Troubleshooting (reboot dock)
	Counter/Dock Alert is blinking on my G3 Dock. Why?	Set dock's time
	Counter problems Missing data; stopped counting early Extremely high (>1000/day) counts; or no counts Short battery life What am I doing wrong? What step did I forget? Data files have key clues!	Use DataNet's file diagnostic tool Login to DataNet UPLOAD > Past uploads... > Diagnostics
	No lights blink on my counter My counter does not work with my dock Is my counter damaged or dead? Data files have key clues!	Do Counter Test
	Counts are moderately higher or lower than expected How do I make adjustments?	See troubleshooting for Vehicle, OHV, Mountain Bike, IR counter
	Wrong date/time How do I correct date/times in a data file?	Use Date Correction Tool

B Support FAQs

Q: How do I get a counter (or dock) repaired?

If after having reviewed the above table, the counter (or dock) is still not working, then please email us (see below). We first need to determine whether or not it is repairable. Water or moisture damage is usually not repairable. Ordering replacement parts is often the solution.

Q: One of my counters is not working. What’s the next step?

Do the counter test. If it passes the test but still does not work properly, use DataNet's Diagnostic Tool (see #3 above).

Q: How do I install my counter? How far away should I install it? Can you recommend a box?

All these questions are answered in the counter’s instructions: Vehicle, OHV, Mountain Bike, IR

Q: I am taking over from someone else. What do I do? Where do I start?

Go to trafx.net/support and download TRAFx Manual - Part I and the applicable counter instructions. Carefully read both. Also, confirm the counters have been installed properly.

Q: If I remove a counter's (or dock's) batteries, do I lose my data?

No, your data is safe.

C Tips and reminders

Troubleshooting Wizard

If you cannot communicate (i.e., "talk") with your TRAFx counter or dock to change its settings, download data, etc., or you are using your equipment for the first time, or if you have forgotten how to connect up and communicate, then please use our troubleshooting wizard. It is faster and easier than emailing or calling us.

Use checklists

Ready-to-go-checklists:

Have a question about DataNet?

Find the answer here

Download manuals and software

Downloads

Download the latest versions of the manuals and software here. There is a handy Quick Guide on page 5 of TRAFx Manual - Part I.

Use Desiccants!

Without desiccants, damaging condensation (moisture) forms when the air inside the counter's case cools.

Replace desiccant packs each time you open the counter's case to download data.

Store and transport in well sealed bag or container! (otherwise they expire in hours) Buy

Still need help?

If you still require help after having consulted A, B, and C above, TRAFx is happy to help.

Email and phone support

Premium-level
DataNet users enjoy PREMIUM support (priority email, and phone support) with their Premium support ID.

Q: Where do I find my Premium support ID?

Log into your DataNet account.
Your Premium support ID is in the upper right corner.

Basic-level
If you are not a DataNet user, BASIC support is available (email only).

Q: How do I become a DataNet user?

If you have purchased a system package, you simply need to activate your account.
If you do not have DataNet, please contact sales for details on purchasing a DataNet plan.

	PREMIUM support DataNet users	BASIC support non-DataNet users
Email support
response time	same day*	1-2 days*
Phone support
Diagnostic Tool
Troubleshooting wizard

Email Support

Telephone Support

Support hours (MST - Denver, Calgary)*
M, T, W, T - 8:30 to 4:00
F - 8:30 to noon

Email

To send an email to technical support, please complete the form below.

(for same day response)

Please enter the details of your support request below. Be sure to include all pertinent details so we can assist you effectively.

Checker:

Phone

Step 1: Call 1-403-775-1453
Step 2: Enter your Premium support ID (required; see above)
Step 3: Have the applicable TRAFx Manual open (see below)
Step 4: Talk to us