Before You Begin – System Requirements

Make sure your computer meets the minimum requirements:

• 1 GHz (or faster) 32-bit or 64-bit processor
• 2 GB RAM minimum
• At least 20 MB free storage space
• One available USB port
• Internet connection (required for registration & updates)
• Display resolution: 1366 × 768 or higher
• Windows 7/8/8.1/10 or newer, or macOS 10.12+

1. Check CANsmart Power & LED Status

Inspect the LED indicator on the CANsmart controller:

• Solid Green (Ignition ON): System is working normally
• Flashing Red: Fuse may be tripped or system fault
• No Light: No power or connection issue

Note: On older software versions, the LED may slowly flash green when ignition is off. On newer versions, the LED will remain off when ignition is off.

2. Basic Power & Connection Checks

Fuse Inspection

• Confirm fuse is installed properly
• Check if fuse is blown (broken internal strip)
• Replace fuse if necessary

Battery Connections

• Orange wire (fused) = Positive (+)
• Brown wire = Negative (–)

Ensure both connections are secure.

3. CANbus Connection Check

• Confirm CANsmart is connected to the correct CANbus port
• Some motorcycles have multiple connectors—incorrect connection is common
• For DNL.WHS.11602 (R1200 / R1250 GS/GSA): connector is typically toward the rear of the bike under the OEM top rack area

4. Software Does Not Recognize CANsmart Connection

If the software does not detect the CANsmart when plugged into your computer:

• Try all available USB ports on your computer
• Some ports only supply power and not data
• Use a different USB cable (must be data-capable, not charge-only)
• If possible, use the original CANsmart USB cable
• Connect directly to the computer
• Avoid USB hubs, docking stations, or adapters

5. Software & Update Issues

• Try a different USB cable (data transfer capable)
• Try a different USB port
• Temporarily disable antivirus/firewall software (e.g. McAfee)
• Ensure stable internet connection during update

6. Hard Reset Procedure

• Turn ignition OFF
• Remove CANsmart fuse from battery wire
• Disconnect CANsmart from motorcycle CANbus and USB/computer
• Confirm LED is completely OFF
• Wait 10 minutes
• Reconnect everything
• Plug USB back in and open software
• Allow update prompt if available
• Reconfigure settings and test accessories

7. If the Issue Persists

• Photo of CANsmart unit (serial number starting with “EZ1”)
• Proof of purchase (if available)
• Full contact details (phone number + shipping address)
• Exported log files from software
• Exported configuration file (.ezcan)

8. How to Export Logs

• Connect CANsmart to laptop
• Open CANsmart software
• Click Diagnostics
• Select Upload Logs
• A folder will open automatically
• Zip the files and send them to support

9. How to Export Configuration File

• Open CANsmart software
• Click menu (three horizontal lines)
• Select Export
• Save the .ezcan file
• Attach it to your support email

Warranty

All Denali CANsmart 2.0 products include a 5-year warranty covering defects in materials and workmanship.

Quick Tips

• Always test LED status with ignition ON
• Use a data USB cable (not charge-only)
• Check both CANbus connectors
• Disable antivirus/firewall during updates
• Verify fuse and polarity first