Troubleshooting

The most frequently asked troubleshooting questions.

Be sure to check this page first before contacting support. It's almost guaranteed that your issue and solution is listed here.

Firmware Update Issues

No Devices Found

This is the most common issue, but also the easiest one to resolve. First, press and hold the small blue reset button found underneath the Cronus Zen, then make sure you connect a micro-USB cable from Zen's rear CONSOLE USB Port to your Windows PC (or a Mac running Windows) - many users make the mistake of connecting a mini-USB cable to the PC PROG Port which is for Zen Studio, not for Firmware upgrades. Keep pressing the reset button until 'Zen Bootloader' appears on the OLED screen. If your USB cable is not faulty, the update tool will detect the Cronus Zen hardware.

Cronus Zen connected to a Windows PC with a micro-USB cable from the CONSOLE USB Port

If your Cronus Zen is still not detected at this point, it can only be one of these issues:

  1. The Zen OLED displays an error code (E3001, E2010 etc - fix it here)

  2. Bad micro-USB cable (even new cables can be faulty, try another)

  3. USB Port Low Power (also connect the mini-USB cable to Zen's PROG USB port, or use a powered USB hub)

  4. You are using Windows 7 and didn't install the driver patch (See the Downloads page)

  5. Other Cronus software is open - they must be closed (Cronus Pro, Zen Studio etc)

  6. A corrupt USB driver (remove using Windows Device Manager)

  7. Firmware version is displayed as 0.0.0 (you must Downgrade the Firmware)

Firmware Version Incompatible

If you are running a newer version of Zen Studio with an older firmware that is not compatible, you will see this warning popup telling you that you must update your firmware.

β€‹πŸ’Ύ Download the Collective Minds Firmware Update Tool (CMUPDATETOOL) πŸ‘‰ from our website​

β€‹πŸ”Ž Find step by step instructions for updating the Cronus Zen firmware πŸ‘‰ here:

Firmware Version is 0.0.0

If the Zen firmware version is showing as 0.0.0, it means it is corrupt (interrupted programming, bad USB cable, bad USB port) you should downgrade the firmware πŸ‘‡

Network Error

If you get a Network Error it's usually caused by one of these:

  1. You are using Windows 7 and didn't install the driver patch from our Downloads page​

  2. Not connected to the internet or your modem needs resetting

  3. Security software is blocking the download (Temporarily disable Anti-Virus and/or Firewall)

  4. Your ISP is blocking access to our server

Zen Device Issues

Error Code

There's a number of reasons you may see an error code on Zen's OLED screen (E2021, E3001...), it could be that you haven't updated to the latest firmware (Step 1 out of the Box), or perhaps loaded a bad script that has been written for CronusMAX but not Cronus Zen. We've built an Emergency Recovery system into Zen so that it's a simple process to get up and running again.

Cronus is a community product, and we don't write these scripts, the community does - so we ask that you remember not to blame your Cronus hardware because it crashes when using a bad script. The error code is part of a fail-safe to protect your Zen from corrupt code - it's telling you that the script is faulty and needs to be fixed.

Note: Even though Zen supports all CronusMAX scripts, some still need to be converted (speak to the author of the script if you think it needs updating).

β€‹πŸ”Ž Find out how to perform a hard reset of your Cronus Zen πŸ‘‰ here:

In the unlikelihood that your Cronus Zen will still not recover even after following the Emergency Recovery instructions, then there is a good chance it has developed a hardware fault and you need to return it to your point of purchase to get it replaced under its warranty.

Zen Studio Issues

Device Disconnected

Connect a mini-USB cable from the PROG USB Port of the Cronus Zen to a computer with Windows installed (PC or MAC).

Windows 10 is fully supported on PC or MAC with Bootcamp

If the Zen Studio software still says 'Device Disconnected' even though you have connected your Cronus Zen to your computer, it is because your device hasn't been updated to the latest firmware, the mini-USB Cable is bad or the device is somehow corrupted and requires you to run the Emergency Recovery procedure.

Device Connected But Not Responding

If the Zen Studio software still says 'Device Connected But Not Responding', simply tap the reset button on the bottom of the Zen. You can also disconnect the mini-USB cable from the PROG USB Port and reconnect. If this still doesn't work you may need to Update the Firmware.

Cronus Zen Reset Button

β€‹πŸ”Ž Find out how to update your Cronus Zen Firmware πŸ‘‰ here:

Error When Programming Scripts, GamePacks or Other Settings

If you get a message saying Failed / Error when trying to program a script or GamePack, or if M&K settings are failing to save to your Zen, it is usually because your Zen Studio install has become corrupted and needs to have its temporary folder deleted so it can be automatically restored the next time you run Zen Studio.

The solution is to delete the CronusZen folder which is located here:

%AppData%\CronusZen

You can delete the folder manually or download and run the Scrub Zen Tool πŸ‘‡ which will backup your CronusZen folder to C:\CronusZenBackup and then delete the source.

β€‹πŸ’Ύ Download the Scrub Zen tool πŸ‘‰ here:

Zen Studio Will Not Download / Open

If you have problems downloading or opening Zen Studio it is because your Anti-Virus software has triggered a false positive due to the encryption algorithm we use. This usually happens with the Windows built in security tool β€œWindows Defender” which we recommend you disable (you can use the NODEFENDER tool to do it properly but you'd still need to at least disable Windows Defender temporarily to be able to run that). Do not worry about these false flags, our software is completely safe. To disable Windows Defender temporarily; you can simply do the following:

  • Open Settings.

  • Click on Update & Security.

  • Click on Windows Defender.

  • Turn off the toggle switch for Real-time protection.

Windows Defender Settings

While Windows Defender doesn't specify how long you can disable real-time protection, "temporary" usually means until the next time you reboot your computer. BitDefender, Avast, McAfee, Norton etc can cause problems too. Again, do not worry about these false flags, our software is completely safe. You can temporarily disable the AV software then simply add Cronus.exe to the whitelist. Consult your security software documentation on how to do that.

β€‹πŸ”Ž Here are some helpful guides collected from the web πŸ‘‰β€‹

How to run Zen on a Mac

Zen Studio is compatible with Windows 7, 8 and 10. However it can also work with macOS (Sierra 10.12 and above) which can easily run Windows 10 in a dual-boot configuration using tools such as Boot Camp and Parallels Desktop. If you don't own Windows, you can download a trial copy of Windows 10 here (click on the 'Download Tool Now' button and use the Media Creation Tool).

β€‹πŸ”Ž For a detailed guide on how to install Windows 10 on a MacπŸ‘‰ visit this page in our Community

Zen Studio will not work on Windows 7

Windows 7 requires a driver fix. The file can be found on the Cronus Downloads Page.

Windows 7 Driver Fix on the Cronus Downloads Page

Unable To Retrieve Data From The Server

All GamePacks are hosted online, so if your internet connection is bad, or your network or security software is blocking access, then you will not be able to use the GPC Library or GamePacks.

GamePack/Script Issues

Zen GamePack is not working

Each Zen GamePack has its own support community, so if you can't get a specific feature in a GamePack working, or don't understand how it works - create a post in the correct category of Zen GamePack Forums.

A section of the Zen GamePack Support Community

Look for the 'stickies' at the top of each section highlighted in yellow. Here's you'll find important updates and information relevant to each GamePack. Be sure to read the "How to get HELP...." instructions which tell you exactly what information we need so your issue can be resolved as quickly as possibleπŸ‘‡

β€‹πŸ”Ž Find out more about the Cronus Community πŸ‘‰ here:

Controller Issues

Xbox Bluetooth Controller Pairs to Zen but Doesn't Work

If you are trying to use a wireless Xbox One controller using Bluetooth on an Xbox One console, you will also need a licensed wired Auth controller connected to the A1 USB Port. This is because an Xbox One requires Authentication with an original controller in order to bypass security challenges and pass-thru controller outputs to the console.

Authentication over Bluetooth is not possible, so a second Xbox One controller has to be connected to the A1 USB PortπŸ‘‡

Example: Wireless Bluetooth Xbox One Controller to Xbox One Console (Headset w/XB1 Pass-Thru)

As there is no headset audio support over Bluetooth, Cronus Zen has a bypass feature that allows you to connect your headset directly to the Pass-Thru Auth Controller (see above image).

If you wish to have a headset connected directly to your wireless XB1 controller, you can use an Xbox One Wireless Adapter instead as that supports Authentication wirelessly.

β€‹πŸ”Ž Find more detailed information about Xbox One ControllersπŸ‘‰ here:

Xbox One Wireless Adapter Disconnects

If your Xbox One controller is regularly disconnecting from the Xbox One Wireless adapter, or won't connect at all, it's most likely the adapter is either not strong enough or faulty. The good news is that this is separate from the Cronus Zen device, so the issue can be easily fixed by replacing the Xbox One wireless adapter. If you purchased the adapter from our store we will happily replace it with a brand new model.

Note: If your Xbox One controller is newer than a 1708 model or an Elite S2, you can also use Bluetooth which is built in to the Zen.

β€‹πŸ”Ž Find more detailed information about Xbox One Wireless AdaptersπŸ‘‰ here:

PS4 Controllers will not Pair to the Console after Pairing with Zen

If your DualShock 4 Bluetooth controllers have been paired to the Cronus Zen, but you now need to connect them back to the console and they are no longer working, it is because they have become unpaired from the console and you will need to run the pairing process again. On a PS4 this is done by connecting the controller to the console via micro-USB cable.

β€‹πŸ”Ž For more detailed information about pairing DS4 controllersπŸ‘‰ visit this page at PlayStation.com​

Headset Issues

Headset Not Working with Wireless PS4 controller

As there is no headset audio support over Bluetooth, Cronus Zen has a bypass feature that allows you to connect your headset directly to the Pass-Thru Auth Controller (see below image).

Important Notes: Only a wired Sony DualShock 4 CUH-ZCT2 (DS4v2) can support both headset audio and the built-in DS4 speaker. The older model Sony DualShock 4 CUH-ZCT1 (DS4v1) does not support Headset Audio and/or the built-in DS4 speaker.

Most third-party licensed PS4 Controllers (Wired/USB Cable Only) do support headset audio.

Example: Wireless Bluetooth PS4 Controller to PlayStation 4 Console (Headset w/PS4 Pass-Thru)

β€‹πŸ”Ž Find more detailed information about PS4 Controllers πŸ‘‰ here:

Headset Not Working with Bluetooth Xbox One Controller

As there is no headset audio support over Bluetooth, Cronus Zen has a bypass feature that allows you to connect your headset directly to the Pass-Thru Auth Controller (see below image).

​

Audio is Distorted / Breaking Up / Echoing

This usually happens when a script is using too much CPU load or if you are using the headset in a "crossover' scenario (PS4 controller on an Xbox One for example), not all headsets are designed to work efficiently in this scenario.

If you ever have an issue with audio, the simplest solution is to unplug the jack from your controller and plug it in again. This will reset most problems.

First test without any script loaded (this is called Slot 0 - the Collective Minds Gear Head Logo is displayed on the OLED screen). If the issue persists, try connecting your headset directly to the auth controller connected to the A1 USB Port. So, if you are on an Xbox One using a PS4 controller, connect the headset directly to the Xbox One auth controller (see image above).

Xbox One Wireless Adapter not Pairing with Wireless Headset

You must connect the headset directly to the controller with the 3.5mm audio jack. The controller can then be paired wirelessly to the wireless adapter that is connected to the A3 USB Port of the Cronus Zen (see image below).

If all has failed...

In the unlikelihood that your Cronus Zen error is still not resolved even after following all the Troubleshooting steps, then it's possible that your Zen has developed a hardware fault - but don't worry, you can return it to the original point of purchase to get it repaired or replaced under its warranty.