Issue: Optimeye Charge Case not connecting to PC

Symptoms:

• The entire Charge Case, or individual rows (7 Slots per row) do not allow for the relevant devices to be detected by the PC (Middle LED on devices not flashing)

Expected Behaviour:

Devices plugged in to any charge case row or slot should be detected by the PC (indicated by the Middle LED flashing).
If an individual Device cannot be detected by the PC, see Individual Device(s) not connecting to the PC (S5/X4)

Causes:

• Internal Hardware fault in the Charge Case, usually an issue with one or more of the 5 USB Hubs (this usually causes a single row to not work)
• Faulty USB Cable or USB Port on PC, Charge Case
  
  
• Faulty Charge Case Power Adaptor, or issue with Powering the Case
  
  

Troubleshooting Steps:

• Check/Ensure that the charge case is powered, by ensuring the Light in the Charge Case is illuminated when the Power Adaptor and cord(s) are connected to a power point.
  
  
• Check if other rows of the charge case allow devices to connect to the PC, to determine if the issue is specific to a single row.
  
  
• Check if other USB Ports on the PC allow for device detection
  
  
• Check if the PC's 'Windows Device Manager' is recognising the case under "Universal Serial Bus Controllers".
  The case should display as five (5) "generic USB Hubs" four (4) for each row of the case and one (1) that joins the four rows together. (This allows only the 1 USB cable to connect 28 devices to the PC.)
  
  
  
  
  • If you see less than 5 Hubs there will be an internal hardware fault, please Contact Support for further investigation
    
    
  • If you see nothing change in device manager from when the case is not connected compared to when the case is connected, try another USB cable
    (USB to B-type cable) 
    
    
  • If there are erroneous Hubs displaying, try right clicking and updating the driver. Browse, and follow the path: C:\Program Files\OpenField Release\Drivers
    
    
    
    
    
    
  • Else, right click and disable the device(s) then right click and enable device(s)
    
    
    
    
• If all troubleshooting steps are exhausted, Contact Support for further assistance.