Can be caused by:
- Service ADVISOR licensing issues.
- Corrupt or missing Connectivity Abstraction Layer.
Solution:
- Log out of Service ADVISOR, then close all browsers.
- Open the folder "C:\ProgramData\Service ADVISOR\JDLM\" (Folder View options need to be set to "Show hidden files", and to display extensions for known file types).
- Rename the "JDLM.LIC" file to "JDLM.old".
- Log back into Service ADVISOR - a new JDLM.LIC file should appear.
- Attempt to reconnect to the equipment.
- If the EDL still does not appear, terminate the connection (using Service ADVISOR), disconnect the EDL from the notebook, log out of / close Service ADVISOR and continue to step 7.
- Check that Service ADVISOR version is 5.2.519 (or newer when available). If Service ADVISOR version is before 5.2.519, it's necessary to update to the most current version (currently 5.2.519)
- If version 5.2.519 is installed, confirm that CAL version is 5.2.23.0. If the CAL version is incorrect or if CAL is missing altogether, copy the attached file "CAL v5.2.23.0.zip" to the Downloads folder of the notebook. Extract the contents of the file to the default location offered.
- Navigate to the CAL folder (should be in C:\users\first.last\Downloads\CAL v5.2.23.0\) and run the setup.exe Application file. You NEED ADMINISTRATOR PRIVILEGES TO RUN THIS FILE.
- *CRITICAL* Restart the computer after installation completes.
The Service ADVISOR 5.2.519 update setup file can be found on SharePoint at https://westerntractor.sharepoint.com/IT/Private/PrivateITDocs/