Celestron UK technical Support

[timothy4]

Hi, can anybody direct me to UK technical support for Celestron products now David Hinds has closed please? 

I am having problems connecting SkyPortal to a Celestron Nexstar Evolution 6 having tried various possible solutions I have found in the user manual and online; forgetting other WiFi networks, ensuring I am using Direct Connect, powering mount down and back up again, starting SkyPortal and then trying to reconnect etc.  A message comes up on my phone and iPad (used separately of course) saying a connection has been made but the telescope is not responding, make sure the correct scope is selected and other times it simply cannot make a connection!  I do not live in an area with particularly hi levels of WiFi traffic/networks. 

 

Many Thanks

Tim

[Shimrod]

7 minutes ago, timothy4 said:

Hi, can anybody direct me to UK technical support for Celestron products now David Hinds has closed please? 

I am having problems connecting SkyPortal to a Celestron Nexstar Evolution 6 having tried various possible solutions I have found in the user manual and online; forgetting other WiFi networks, ensuring I am using Direct Connect, powering mount down and back up again, starting SkyPortal and then trying to reconnect etc.  A message comes up on my phone and iPad (used separately of course) saying a connection has been made but the telescope is not responding, make sure the correct scope is selected and other times it simply cannot make a connection!  I do not live in an area with particularly hi levels of WiFi traffic/networks. 

 

Many Thanks

Tim

It might be worth checking your firmware versions on the mount  - there have been a number of bug fixes for wifi recently. Celestron firmware history

[timothy4]

Thanks, I thought somebody might say that   Only thing probably have not tried so will give it a go.  The CFM software only seems to run with Java; is that correct please?  Celestron support seems a bit rubbish as I understand Java is obsolete because of security issues!

[Shimrod]

1 hour ago, timothy4 said:

Thanks, I thought somebody might say that   Only thing probably have not tried so will give it a go.  The CFM software only seems to run with Java; is that correct please?  Celestron support seems a bit rubbish as I understand Java is obsolete because of security issues!

java isn't obsolete, but you need to keep the version up to date! CFM does run as a java app but is quite straightforward to use. Best advice is only to flash one device at a time - CFM should report the current version as well as the version it has downloaded for update.

[Starwatcher2001]

I went around the houses with the same issue, updating software, closing down other apps on my tablet, switching off battery saving, forgetting other networks... I couldn't figure out a pattern, some nights it would work fine, but others would cause problems all night. Sometimes I could restart SkySafari and it would "cure" the problem for a while, other times I had to switch off the tablet and scope, then start from scratch including re-aligning.

The thing that finally solved my connection problems was buying an external Wifi module (2nd hand) and turning off the internal one!  Its worked fine since then.

[timothy4]

14 hours ago, Shimrod said:

java isn't obsolete, but you need to keep the version up to date! CFM does run as a java app but is quite straightforward to use. Best advice is only to flash one device at a time - CFM should report the current version as well as the version it has downloaded for update.

Thank you for the advice.  Tried updating using CFM yesterday which I found a whole world of pain and information on what cables to use is sparse or seems conflicting.  A USB form PC to the mini USB at the bottom of the handset was not recognised. Seems like a mini usb to serial cable may do the trick so may try that next.  Interestingly, I turned Airplane Mode on my phone last night (and iPad) and it connected, I got the alignment spot on (can do this in about 5 mins flat) and the scope operated like a dream; it was awesome even though I did not see much apart form the Moon pretty much.  Not much around to see at the moment it seems at least for me with my equipment and skill levels. 

[timothy4]

13 hours ago, Starwatcher2001 said:

I went around the houses with the same issue, updating software, closing down other apps on my tablet, switching off battery saving, forgetting other networks... I couldn't figure out a pattern, some nights it would work fine, but others would cause problems all night. Sometimes I could restart SkySafari and it would "cure" the problem for a while, other times I had to switch off the tablet and scope, then start from scratch including re-aligning.

The thing that finally solved my connection problems was buying an external Wifi module (2nd hand) and turning off the internal one!  Its worked fine since then.

Thank you for the response Mark, the lack of an obvious pattern to the problems is very frustrating isn't it; glad you found a workaround and I will take note of that.  I am surprised by the lack of information and technical support form Celestron; aftersales seems a bit rubbish.  As mentioned above, Interestingly, I turned Airplane Mode on my phone last night (and iPad) and it connected, I got the alignment spot on (can do this now in about 5 mins flat) and the scope operated like a dream; it was awesome even though I did not see much apart form the Moon pretty much.  Not much around to see at the moment it seems at least for me with my equipment and skill levels. 

[Shimrod]

2 hours ago, timothy4 said:

Thank you for the advice.  Tried updating using CFM yesterday which I found a whole world of pain and information on what cables to use is sparse or seems conflicting.  A USB form PC to the mini USB at the bottom of the handset was not recognised. Seems like a mini usb to serial cable may do the trick so may try that next.  Interestingly, I turned Airplane Mode on my phone last night (and iPad) and it connected, I got the alignment spot on (can do this in about 5 mins flat) and the scope operated like a dream; it was awesome even though I did not see much apart form the Moon pretty much.  Not much around to see at the moment it seems at least for me with my equipment and skill levels. 

You need to have the handset connected to the mount and the mount powered on - it picks up power from the mount not the USB port - did you do that?

[timothy4]

Thanks, yes I did that Shimrod but still no luck unfortunately.  There is a YouTube video here where he talks about a driver that also need to be installed which I think will be the next thing I do and then try using CFM again.  This is part of the problem I have with Celestron; that you have to piece together information like this yourself from across the internet instead of them providing the required information.  The workflows themselves I find very inefficient as well although I know it seems to work well for some people

 

Edited April 20, 2021 by timothy4

[RT65CB-SWL]

Have you had a look here? - https://www.celestron.com/pages/support

[timothy4]

Thank you White Dwarf, much appreciated

[Shimrod]

13 hours ago, timothy4 said:

 Interestingly, I turned Airplane Mode on my phone last night (and iPad) and it connected, I got the alignment spot on (can do this in about 5 mins flat) and the scope operated like a dream; it was awesome even though I did not see much apart form the Moon pretty much.

I find that very unusual - turning airplane mode on for your phone and ipad would prevent both of those devices from connecting to any network, including the Evolution mount. It would point to a problem with both of your devices which is very unlikely. Try turning airplane mode on for just one of the devices- it is possible that both are trying to automatically connect to the Evolution network and that is causing the issue.

[timothy4]

Thank you.  My phone and iPad were used separately of course, not at the same time.  I thought the same as you about Airplane Mode, it turns off cellular, WiFi and Bluetooth but you can still connect with Wifi to a selected network even in Airplane Mode at least on my devices.  So when in Airplane Mode I connected to the Evolution Mount WiFi.  Interestingly, I was able to do a 3 star alignment in SkyPortal when in Airplane Mode.  I have not managed to do a successful alignment in SkyPortal when I have managed to connect in the past before I knew about the Airplane Mode thing; the scope was always pointing in the opposite direction (180 degrees) form where it should have been...  

 

Edited April 21, 2021 by timothy4

[iapa]

Not sure if you will get the same type of response, but;

 

I emails support@skywatcherusa.com

Response was from Celestron, and they registered me with the support desk allowing me to check both Skywatcher and Celestron products.

As our cousins in the USA say - YMMV

[Cosmic Geoff]

23 hours ago, timothy4 said:

There is a YouTube video here where he talks about a driver that also need to be installed

With the Nexstar+ and Synscan handsets that incorporate a USB port, it is not what it seems.  With the Synscan V5 handset there is a serial-to USB in the handset and this requires a driver - you need to install a Prolific chipset driver which is a rigmarole as you have to first install the ASCOM platform. 

Evidently the same remarks apply to the newer Nexstar+ handsets but I do not have the details for installing the driver.  If you do not install a driver you clearly cannot use the "USB port".

[timothy4]

6 hours ago, Cosmic Geoff said:

With the Nexstar+ and Synscan handsets that incorporate a USB port, it is not what it seems.  With the Synscan V5 handset there is a serial-to USB in the handset and this requires a driver - you need to install a Prolific chipset driver which is a rigmarole as you have to first install the ASCOM platform. 

Evidently the same remarks apply to the newer Nexstar+ handsets but I do not have the details for installing the driver.  If you do not install a driver you clearly cannot use the "USB port".

Thank you that is very useful to know.  The Celestron support webpage is a useful resource but does not seem to be comprehensive and much important information seems to remain somewhat esoteric!

[iapa]

9 hours ago, timothy4 said:

Thank you.  My phone and iPad were used separately of course, not at the same time.  I thought the same as you about Airplane Mode, it turns off cellular, WiFi and Bluetooth but you can still connect with Wifi to a selected network even in Airplane Mode at least on my devices.  So when in Airplane Mode I connected to the Evolution Mount WiFi.  Interestingly, I was able to do a 3 star alignment in SkyPortal when in Airplane Mode.  I have not managed to do a successful alignment in SkyPortal when I have managed to connect in the past before I knew about the Airplane Mode thing; the scope was always pointing in the opposite direction (180 degrees) form where it should have been...  

 

I re-read this and having checked my self, by turning on airplane mode, what version of iOS and iPadOS are you using.

In neither case were WiFi nor Bluetooth turned off, as was the case with earlier versions - I remember it being a pain having to turn BT back on for my headphones

IPadOS 14.5

IOS 14.4.2

 

[iapa]

41 minutes ago, timothy4 said:

Thank you that is very useful to know.  The Celestron support webpage is a useful resource but does not seem to be comprehensive and much important information seems to remain somewhat esoteric!

The Celestron Firmware Manager - CFM - is here: https://www.celestron.com/pages/drivers-and-software

The driver you wand to down load is for a Prolific USB-Serial chip.

I use CDM21228_setup.zip which I downloaded from Pegasus Astro here: USB Drivers (WinXP,7,8,10 Compatible)

JAVA was downloaded from Oracle’s site here: https://www.java.com/en/download/manual.jsp

Install JAVA, install CDM21228

Extract the CFM ZIP file, and run CFM from the folder created

CFM will identify connected Celestron devices and download updates.

 

If you are using a MacOS desktop/laptop you do not need to download the USB serial driver. “It just works”

Otherwise, instructions are the same

 

 

Edited April 21, 2021 by iapa

[timothy4]

Very kind, thank you Brown Dwarf

[timothy4]

11 hours ago, iapa said:

I re-read this and having checked my self, by turning on airplane mode, what version of iOS and iPadOS are you using.

In neither case were WiFi nor Bluetooth turned off, as was the case with earlier versions - I remember it being a pain having to turn BT back on for my headphones

IPadOS 14.5

IOS 14.4.2

 

Interesting.  I am using Android 10 and iOS 12.5.1.  Apologies; my iPad does not turn off WiFi in Airplane Mode but my phone does.  My iPad does not have cellular turned on.  Maybe it is cellular messing things up. 

[iapa]

On 20/04/2021 at 19:04, timothy4 said:

Thank you White Dwarf, much appreciated

BTW, author’s name appears in the gray bar separating posts. White Dwarf etc. Reflect the posters standing on the site.

Otherwise you could be replying to wrong individuals, there are lists of people rated “white Dwarf”

[timothy4]

Thank you for pointing out iapa.  I managed to update the handset and mount using CFM this morning.  Got an error message first time saying scope memory was corrupted or something tried again and it installed 11 updates!

 

[iapa]

Good,

next step is to repeat that process - I’m not sure if updates are replacements or cumulative.

After that, make sure you have got your local coordinates - I just use the compass app on my iPhone.

Set up location on your handset - NOTE: The Nexstar+ handsets ask for Latitude and Longitude as POSITIVE references and you select North/South and East/West. Make sure you out the location details in the requested order - it’s a common mistake to swap them

Date and time should be as close as you can - remember to use local time and set DST, time zone is GTM/UTC+0

Next step is to get polar alignment, then the mounts internal star map built using 3 star alignment.

Then using hand set, select a target and check the mount slots to it properly.

You should be ready to try connecting via WiFi.

PS please read my sig