ASIAIR PLUS Issues

JSTAR0057

Hello,
I have been having issues with my Asiair Plus since I received it. It keeps dropping my main camera and sometimes my guide camera. They shut off themselves during an image session in Autorun or live. I am also receiving exposure errors. I am running the AM5, Asiair Plus, and the asi2600mc pro all with their own individual Zwo 12v 5a power adapters. I check and recheck all the cables. I HAVE ALSO HAD THE DEVICE READ THE 3.0 CABLE THAT CAME WITH THE ASI2600MC PRO AS a 2.0 USB cable when it is plugged into the 3.0 USB connector. I also tried to power the asi2600mc pro on the power output 4 on the Asiair Plus. The power light came on but it would not recognize the camera. The camera worked in the other 3 power ports but not number 4. I am requesting a replacement for this Asiair plus 256 GB, and I will return this one in the box that you send me. prepaid shipping would be nice.
I am at a loss and I do not know what else to do.

Sincerely,
Jim S.

PMTeam@ZWO

JSTAR0057 Hi, based on your description, guesses are related to the following reasons:
1 The power supply voltage may be insufficient. You can check whether the voltage value displayed on the ASIAIR app is normal (12V Power Port for Camera) when shooting. If the voltage is abnormal, please try to replace the 12V DC cable or power adapter
2 USB 3.0 cable problem. Please try to replace the USB3.0 data cable.

Regarding the 4 power port, you can check whether the power port in App - ASIAIR Settings is turned off or set to 0%.

If you still can't solve it, please submit a log after occurring the problem. We'll help you troubleshoot the issue by checking the logs. Thanks in advance.

PMTeam@ZWO

How did you purchase your ASIAIR? Official website, local agent, or others?

JSTAR0057

PMTeam@ZWO
I purchased the ASIAIR Plus from ZWO asi website.
I just emailed support @ zwoptical.com
I replaced the ZWO 2-meter USB 3.0 Type A - Type B cable that came with the ASI2600MC-P. That cable along with another zwo USB cable were both defective. Here is my message to your support. it seems the ASIAIR is in good working order. Since buying a new cable myself off Amazon, everything works and all my issues went away.
BELOW MESSAGE WAS SENT TO support+id8184@zwoastro.zendesk.com

Hello,
After conducting some extensive imaging using a new off-market USB 3.0 cable, I am not having any more issues with my ASIAIR Plus or with my camera. I took about 300 images of various exposure times with the USB 3.0 cable plugged into each USB 3.0-supported port that is located on the ASIAIR Plus. I did 150 images using each port. I imaged at 30, 60, 120, 180, and 300-second exposures and did not have any failures or disconnects.
I also slewed my mount around and set my ASI2600MC-P camera temperature to 0 degrees C and to -10C. I turned on and off the ASIAIR Plus a few times and still had no issues with imaging.
It looks like it was the cable all along. If I run into any issues I will notify ZWO and let them know. Thank you.
Below are two pictures attached of the cable that was giving me issues. It is the 2-meter USB 3.0 Type A - Type B cable that came with the ASI2600MC-P.

Sincerely,
James Starek

JSTAR0057

PMTeam@ZWO

JSTAR0057

PMTeam@ZWO
Hello, after conducting further testing of cables and ports on my Asiair plus 256gb, tHE BOTTOM USB 3.0 PORT ON THE ASIAIR is not working. It may work sometimes but now it has stopped altogether. I even tried ZWO cables and they work on the top USB 3.0 port but not the bottom. how do I get a replacement device from ZWO? I bought directly from the company. I would like a replacement sent and then I can return this one in the same box, so I do not go without support for several weeks.

JSTAR0057

Hello, after conducting further testing of cables and ports on my Asiair plus 256gb, tHE BOTTOM USB 3.0 PORT ON THE ASIAIR is not working. It may work sometimes but now it has stopped altogether. I even tried ZWO cables and they work on the top USB 3.0 port but not the bottom. how do I get a replacement device from ZWO? I bought directly from the company. I would like a replacement sent and then I can return this one in the same box, so I do not go without support for several weeks.

JSTAR0057

PMTeam@ZWO

JSTAR0057 Hello, after-sales service has been conveyed. Our technical support engineer will communicate with you in the mail

mikecraft-uk

This has been an ongoing issue since the last update for me also. Every time after startup, I note that the main camera ( ASI 1224MC ) and guide camera ( ASi 290 mini scope ) have not been detected or the icons have not been illuminated. These scopes worked before the latest update.