[Alan Anderson]

When you put the code wheel on the shaft, make sure you install it correctly. The side with the pattern goes toward the sensors on the encoder circuit board. It should fit the shaft very tightly so it's not going to slip. And you need to put it at the proper height off the board. Too far and it won't be read properly. Too close and you risk damaging the code wheel as it scrapes on the mounting screws.

If you were programming in LabVIEW, you could try the Motor With Encoder example to verify the proper wiring. Since you're using C++, that's not an easy option. Can you tell us exactly how the encoder is connected? Where does each wire go? You say the team has ruled out wiring issues, but that doesn't mean the team is correct. :-)