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Customer Support
Knowledge Base | Driver Downloads | Computer Requirements
Contacting Support | Application Engineering Services
Technical Support is available online. You can find answers to frequently asked questions,
see computer requirements for Tekscan products, and download the latest drivers for our software.
Tekscan will provide free Technical Support
via phone or email for 90 days after a system is purchased. Also available are
several long-term support packages, which include technical and application support,
software subscriptions, and extended hardware warranties.
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Technical Support Knowledge Base
Please enter a keyword or phrase in the search box below to locate information within the entire Tekscan site.
To locate more specific information, such as answers to common support issues and troubleshooting queries,
enter a keyword or phrase in the search box below, then use the drop-down list to select "Knowledge Base" and press the "Search" button.
Click here to see a list of Knowledge Base article titles.
Driver Downloads
Below is the 2.71 USB Handle Driver Download, an update which is only applicable if you use a
USB (with serial numbers starting with 101-XXXX), Mobile, or VersaTek Handle/Cuff. This driver will not work for any other Handle type, such as Evolution, Parallel or PCI Board handle.
2.71 USB Handle Driver Download
Tekscan Computer Requirements
For your Tekscan system to function properly, your computer must meet or exceed the following requirements:
Suggested Minimum Computer Requirements (desktop or laptop) for all Tekscan systems
- Intel Pentium 800 Mhz or higher processor1 with 128 MB RAM (512 MB RAM recommended)
- 1 GB free hard drive and 1 CD ROM drive
- Windows 2000 (SP4), XP (SP2), Vista, or 7 operating system (32-bit versions only)2
Computer Interface Requirements
| System |
Tekscan Platform
(Computer Interface) |
ELF
(one USB/handle) |
Evolution
(one USB/handle) |
Mobile
(one USB) |
PCI3,4
(one PCI slot/card) |
VersaTek
(one USB 2.0) |
| BPMS |
|
X |
|
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| CONFORMat |
|
X |
|
|
X |
| FlexiForce ELF |
X |
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| F-Scan |
|
|
X |
|
X |
| Grip |
|
|
X |
|
X |
| Hoof |
|
|
X |
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| HR Mat |
|
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|
|
X |
| I-Scan |
|
X |
|
X |
X |
| K-Scan |
|
X |
|
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| MatScan |
|
X |
|
|
X |
| PrestoScan |
|
X |
|
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| Saddle |
|
|
X |
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| TireScan |
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|
X |
X |
| T-Scan III |
|
X |
|
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| Walkway |
|
X |
|
|
X |
| Wiper |
|
X |
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Requirements for Optional Video Synch Features (in addition to the above requirements)
- Additional 20 GB Hard drive space (ATA-33, 7200 RPM speed)
- Firewire (iLink or IEEE1394) or USB port on the main computer
- Digital Video camcorder with Firewire (iLink or IEEE1394) or USB connection5, or webcam6 with USB connection
- 1 Walkway systems using the 7101 sensor that require scan rates
higher than 60 Hz. require a computer with a 2 GHz or higher dual core processor.
- 2 Evolution systems (except Wiper) are compatible with both 32-
and 64-bit operating systems. ELF software is not yet supported with the Windows 7 operating system.
- 3 Using a PCI-based system with a laptop will require a PCMCIA Cardbus to PCI expansion box. The Magma
1-slot PCI box (http://www.magma.com/products/pci/1PCI/index.html) or
2-slot PCI box (http://www.magma.com/products/pci/2PCI/index.html) can be used.
One known incompatibility is with laptops using Ricoh Cardbus Controllers. Please ensure your laptop is compatible with the MAGMA system.
- 4 PCI-based systems have a known issue when run on PCs or laptops where Hyperthreading is enabled. For more information, see our
knowledge base article:
Periodic saturated (red) frames during recordings with Tekscan PCI electronics and computers with Hyperthreading enabled.
- 5 Camcorders connected via USB cannot record simultaneously with Tekscan movie (*.fsx) files. You can, however, import these videos
separately into the Tekscan software and synchronize them after they are imported.
- 6 Webcam support is available for Walkway, CONFORMat, BPMS, F-Scan, MatScan,
HR Mat, Grip, Hoof, and Saddle systems. Webcams connected via USB 1.0 may suffer from dropped frames.
A USB 2.0 connection between the Computer and camera is recommended.
Contacting Customer Support
Tekscan provides technical assistance for any difficulties in using Tekscan systems.
Tekscan will provide free Technical Support via phone or email for 90 days after a system is purchased.
Also available are several long-term support packages, which include technical and application
support, software subscriptions, and extended hardware warranties. Write, call, or fax with
any concerns or questions. Our knowledgeable support staff will be happy to help you. When calling,
for most efficient service, please have the following information ready:
- Support Contract Number if available
- Software version and software serial number as well as the current operating system
- Hardware types and serial numbers
- Exact error message that is being displayed
- Sensor part number
Tekscan Technical Support Hours
| Monday-Friday |
8:00-7:00 Eastern Standard time excluding holidays |
To Reach Tekscan Technical Support
| Call: |
(800) 248-3669- Toll free within the US and Canada |
| Call: |
+1(617) 464-4500- International |
| Fax: |
+1(617) 464-4266- International |
| Email: |
support@tekscan.com |
Application Engineering Services
Tekscan also offers on-site Application Engineering Services. Application engineers
are available for on-site consulting to help with testing performed using Tekscan
systems. This service is available for existing customers who have purchased or are
renting Tekscan products and desire assistance in their testing as well as for
customers who have not purchased a Tekscan system and wish to do limited testing
with the assistance of an application engineer and appropriate Tekscan system.
Contact us at marketing@tekscan.com for
further information.
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