Support

Getting help with CAN Explorer

Frequently Asked Questions

Which adapters are supported?

SLCAN adapters that show up as a serial port: CANable and CANable 2 with slcan firmware, Lawicel CANUSB and CAN232, USBtin and compatibles. gs_usb adapters, with no driver to install: CANable with candleLight firmware, candleLight, CANtact and Geschwister Schneider USB/CAN. On Linux, SocketCAN interfaces too. PEAK, Kvaser and Vector interfaces need their vendors' drivers and are not supported.

My adapter does not show up.

Unplug it and plug it in again, try another cable or port, and check its firmware: a CANable with slcan firmware appears as a serial port, one with candleLight firmware appears as a gs_usb adapter. Some cheap clones need their USB serial driver installed on macOS first.

I am connected but see no frames, or only errors.

The bit rate must match the bus exactly; 250 kbit/s and 500 kbit/s are the common ones. Check that CAN_H and CAN_L are not swapped, that ground is connected, and that the bus is terminated with 120 ohm at each end. If the adapter is the only other node on the bus, turn listen-only off so it acknowledges frames.

Is it safe to use on a running machine?

Reading the bus with listen-only on does not change anything: the adapter neither acknowledges nor sends. Sending frames, cyclic transmit and replay can change what a machine does. Test them against the virtual bus first, and never send to a machine in operation unless you know what each frame does.

How do I test without an adapter?

Choose Virtual as the interface and start the bus simulator (Pro): a diesel genset with a J1939 engine ECU, a generator controller, a multiplexed pump drive, a CANopen I/O node and OBD-II answers. Load the simulator's DBC to decode its signals. You can also open a candump log in the free version.

My DBC file loads but some signals look wrong.

Check the byte order (Intel or Motorola), the sign and the scale of the signal in the DBC, and that the file matches the machine. Statements the app does not use, such as attribute definitions and environment variables, are skipped and counted in the log.

My licence key does not work.

Enter the full key as sent, including the dashes. The first activation needs an internet connection so the app can validate the key; afterwards the app works offline. One key activates one Mac. To use it on a new Mac, enter it there and choose to move the licence, or remove the key from the old Mac first. If it still fails, contact support below.

The app does not open.

CAN Explorer needs macOS 13 (Ventura) or later. The download is signed and notarized by Apple. If macOS still shows a warning, right-click the app, choose Open, then confirm once.

Contact Support

Email

For bug reports, adapter reports, licence issues, or general questions.

[email protected]

Please include:

  • CAN Explorer version
  • macOS version and Mac model (Intel or Apple Silicon)
  • The adapter make, model and firmware
  • The bit rate, and what the log shows
  • Steps to reproduce the issue

Response Time

We reply within two business days. A full fix for a complex issue may take longer.

Refund Policy

Direct purchases (card via Polar): Contact us at the email above within 14 days of purchase for a full refund. Full details: Refund Policy.

CANopen is a registered trademark of CAN in Automation e.V. CAN Explorer is not affiliated with or endorsed by CiA, SAE or the adapter makers.