Hardware error displayed in Measure

Product(s): Measure
Applies to version: All current versions
Audience: External – Customers
Difficulty: Advanced
Estimated resolution time: 20–40 minutes
Last updated: 2026-06-27
Article type: Troubleshooting guide

Quick summary

A hardware error is displayed in Measure. This guide walks you through running the Hardware Diagnostic Test, interpreting the results, performing a manual hardware reset if needed, and collecting log files for support.

⚙️ Before you begin

Make sure Measure is open and the device is connected.
Have a thin pin (e.g. a straightened paperclip) available in case a hardware reset is needed.
Disconnect all transducers before running the diagnostic test.

Step 1: Run the Hardware Diagnostic Test

Is the Hardware Diagnostic Test enabled in Measure settings?

✅ Yes → Skip to running the test below.
❌ No → Enable it first:

Go to Tools → Settings → General → Common.
Enable the Hardware Diagnostic Test option.

Run the test:

Go to Tools → Hardware Diagnostic Test.
Select the device type (Measurement or Hearing Instrument).
Configure all necessary parameters.
Make sure all transducers are unplugged, then press Start test.

→ Check the result and proceed to Step 2.

Step 2: Interpret the test result

What does the diagnostic test result show?

✅ Passed → The hardware test was successful - no hardware fault detected. The original error may have been transient. Monitor the device and contact Auditdata Support if the error returns.
⚠️ "Please check" → The test detected an issue. Proceed to Step 3 to perform a hardware reset.
❌ Error message → Confirm the Measure unit is shown as connected in the software, then retry the test. If it still errors, proceed to Step 3.

Step 3: Perform a manual hardware reset

Have you performed a manual hardware reset of the Measure board?

✅ Yes → Proceed to Step 4.
❌ No → Take these steps:

Disconnect all cords, transducers, and the power supply from the Measure board.
Locate the small reset hole on the back of the board.
Insert a thin pin into the reset hole until you feel a light click.
Hold the pin in place and reconnect the USB to the PC (do not remove the pin).
Wait for the Measure board to blink.
Remove the pin - keep the USB connected.
Re-run the Hardware Diagnostic Test (Steps 1–2 above).

→ Check if the issue is resolved. If yes - you're done ✓. If no - continue to Step 4.

Step 4: Collect and send log files to support

Have you located the Measure log files to send to Auditdata Support?

✅ Yes → Send the log files to Auditdata Support along with the escalation information below.
❌ No → Find the log files at the following locations on your PC:
Hardware log: C:\ProgramData\Real Ear\Measure\HWCommands.log
Software log: C:\ProgramData\Real Ear\Measure\log-file.xml

Attach both files when contacting Auditdata Support.

🔺 Escalation path

If none of the above steps resolved the issue, contact Auditdata Support.

Please have ready:

Device model and serial number
Device firmware version
Software version
Your account name and contact details
Which steps above you already tried
The diagnostic test result (Passed / Please check / Error message)
Log files: HWCommands.log and log-file.xml from C:\ProgramData\Real Ear\Measure\

✅ Expected outcome

After completing these steps, the Hardware Diagnostic Test should pass or the hardware reset should clear the error. If the issue requires further investigation, the log files will allow Auditdata Support to diagnose the root cause.

📝 Additional notes

Always disconnect all transducers before running the Hardware Diagnostic Test - connected transducers can cause false failures.
Keep Measure updated to the latest version to avoid similar hardware-related issues.
Related articles: Measure - Failed Hardware Diagnostics · Measure Fitting Unit is displayed as Not connected · Device Unresponsive – Power LED Always On, Measure Board Not Recognized by PC

Need more help? Visit the Auditdata Help Centre or contact our support team.