Technical Support

Common Questions

Q: Where can I download the driver I'm looking for?
A: All of our drivers can be found under the Drivers/Modules tab above. Simply navigate to the section you are interested in and click the PRODUCT DETAILS button. In there you will find a big blue button labelled DOWNLOAD TRIAL. Most drivers are compressed with ZIP. You will need to extract the files before they can be used.

Q: Where is the webstore? A: Browse for the driver you wish to purchase (see above) then click on the shopping cart plus symbol at the bottom of the page. Hint: You may need to scroll down to see it!

Q: How do I create an account?
A: Once upon a time we forced users to create an account before they could browse our website. This resulted in hundreds of accounts being created that were never used. We have since changed the website - you can now add items to the shopping cart and only when you get to the checkout page will you need to either login (using existing details) or create a new account. We don't prevent anyone from creating an account.

Q: What is the point of the TRIAL VERSION?
A: We offer all of our drivers in what's called TRIAL mode. This means you can download and play with the driver before purchasing a license to decide if it meets your requirements.

Q: What is the difference between TRIAL mode and REGISTERED/PURCHASED mode?
A: All TRIAL mode drivers have a 60 minute timeout built into them. This means you can play with the driver for 60 minutes and then it will stop functioning. This usually means commands will no longer work and you won't get any feedback. You can restart your 60 minutes simply by rebooting the XP processor (or uploading the project again). During the 60 minute trial period there is no difference between the TRIAL driver and the PURCHASED version. The trial version won't stop working after a number of days, you can continue to reset it once every 60 minutes if you wish. This is meant to be annoying enough to make you purchase the driver, but not so restrictive that you can't fully test it.

Q: Why do you need a shipping address if its just a download?
A: Australia has a 10% GST tax, if you live outside Australia you don't need to pay this. Your shipping address helps us determine whether or not we need to apply tax to the order.

Q: I just got an email indicating my order has shipped. Huh?
A: Our webstore uses a commonly available system that assumes we ship physical goods. We don't ship physical goods. When you receive an update indicating the items have shipped, it really means we've received payment (thank you!) and you can now login to the Customer Portal to claim your unlock code.

Q: I've purchased a license, now what do I do?
A: You should receive an email from My Device indicating your purchase was successful. This will include a link that takes you to the CUSTOMER PORTAL. Login to the portal using the same username/password that you purchased the license under. Once in the portal you should see the purchased license. Here you can assign the license to a physical XP processor. To specify an XP processor you will need its MAC address. A MAC address looks similar to this: 00:15:26:XX:XX:XX. Once entered you will be sent an email and displayed the UNLOCK CODE.

Q: Ok, I've generated an UNLOCK CODE for your driver, now what do I do with it?
A: For RTI drivers, navigate to the driver tab on the XP processor in Integration Designer. Select the driver which you have purchased the license for. You should see a bunch of settings for configuring the driver. The UNLOCK CODE field is usually down the very bottom - you may need to scroll down to see it. Paste the UNLOCK CODE in here. It is a hexadecimal string, meaning the only valid characters are zero to nine (0-9) and A to F.