Support - Tips & Troubleshooting
Where to start for help
If you have questions about your tags after you receive them, or about the operation or use of the hardware or software, you can access help 24/7 by visiting our Support Forums. Established in September 2011, the Support Forums will provide ready access to answers and information, with new information being added frequently.
You may also contact us by email, phone, or fax. If you phone us, please tell the staff person who answers that you have a technical question. Please note that we are located in the Western US Time Zone (GMT -8). From March through October, we are GMT -7, due to daylight savings time.
Whether by email, phone, or fax, we will need
- your name
- contact information
- the type of tag, hardware, or software about which you have questions
- the serial number of the tag, if that is the subject of your question
NOTE: One of the most common troubleshooting solutions is simply having the most up-to-date software, whether for communication with your tag, or downloading or analyzing your data. If you are having issues in any of these areas, please start by visiting our Downloads page to be sure you are working with the current version of the appropriate software. To contact us by email, please click HERE.
More on Support Forums
Wildlife Computers places a high priority on customer support, both prior to and following purchase of our products. Due to the advantage of the interactive nature of the Support Forums, we are now adding additional technical support content to the forums, rather than continuing to post new topics in this section of the website. You can access help by visiting our Support Forums.
You have your tags in-hand. Now what?
If you need to know what comes next, check out the Quick Start Guide which provides an overview of the process that begins when you receive your new tags. From setting up the tags to analyzing the data, this brief document shows the steps you will follow. It is especially useful for those who are new to tagging. The information provided is general and not specific to any one type of tag.
The Quick Start Guide is posted in the Documentation section on the Downloads page of our website. Note: This document does not replace the User's Manuals, which contain detailed information on this process.
This section of the Tips & Troubleshooting page will help you if you have questions related to using the Argos system, such as
You may also find answers to your Argos-related questions on the CLS or CLS America websites, several of which are listed on our Useful Links page.
- How do I get PTT ids?
- What is the correct technical file set-up for my PTT ids?
- What happens if my technical file is set up incorrectly?
- How many transmissions does it take to get a good quality location?
Requesting Time Series data through Argos - What you need to know
Receiving Time Series data through Argos can prove to be very valuable in certain applications. However, the expected quality and quantity of the Argos Time Series data that can be received through the system should be understood thoroughly before electing to use this feature. For an overview and details on selecting the sample interval, duty-cycling, data resolution, decoded output, and sample depth tables, please click here.
Mk10-AF power budgeting
The Wildlife Computers Mk10-based tags which incorporate both Fast-GPS and Argos capabilities can be set up for your choice of a combination of Fastloc acquisitions and Argos transmissions. Due to the variety of options, we have prepared a "power budgeting" cheatsheet to help you decide how to allocate the available power. To view a .pdf document explaining the process, please click here.
Error messages in Host and analysis programs - International users
If you are an international user experiencing odd or unexplained error messages while running either the Host or an analysis program, one of the first things you should do is verify that the regional settings on your computer are set to English (United States).