After installing a software update, Geostationary Ingester or Polar Orbiter Ingester reports a data source could not be opened

After installing a Geostationary Ingester or Polar Orbiter Ingester update, if an alarm occurs reporting that a data source could not be opened and you are using a Dartcom USB receiver or USB interface, it's possible a component of the Dartcom USB driver has not installed correctly. During installation of Dartcom software updates, all your Dartcom USB devices must remain connected to the PC otherwise this issue may occur.

Firstly check that your USB devices are definitely connected to the PC and selected in the relevant parts of the software (Reception tabs in Geostationary Ingester, Data source area of ingester tabs in Polar Orbiter Ingester). If not, check cables and reselect devices as required.

If all devices are connected and selected correctly, right-click the Start icon (Windows logo) and choose Device Manager. Switch on View > Show hidden devices. Expand Dartcom acquisition devices. If Kithara System Device is not shown, this is the cause of the problem.

To resolve this, you will need to ensure all your Dartcom USB devices are connected, then reinstall the Dartcom USB driver. To do this, close all programs currently running, then navigate to the following folder:

Double-click Ksetup9.exe, then follow the instructions to reinstall the driver and restart the PC.

After the PC has restarted, follow the steps above to open Device Manager and show hidden devices, then check Kithara System Device is now shown under Dartcom acquisition devices.

If so, start Geostationary Ingester or Polar Orbiter Ingester as appropriate and verify that data source alarms no longer occur.

If the issue is still not resolved, please open a support ticket.