Issue: Individual Device(s) not connecting to the PC

Symptoms:

• The S5/X4 device will not be detected by the PC, so will not appear in Windows Device Manager or in OpenField
  
  
• The Middle LED on the device will not flash, when plugged in to a Single Cradle or Charge Case slot (that is connected to the PC via USB)
  
  
• Other Devices are detected fine by the PC and OpenField, and their middle LED flashes when connected.

Expected Behaviour:

When an Optimeye Device has established USB communications to the PC, the middle LED will flash.
The Device will be displayed in Windows Device Manager as an OPTIMEYE Device in the COM Port section (when no USB Booster is in use)
 

Causes:

• Device Driver has been uninstalled or corrupted in the PC
  
  
• The Device is faulty and is no longer able to communicate via USB
  
  
• The Single Cradle, Charge Case, or individual Charge Case slots no longer allow for USB communications
  
  
• The USB port on the PC has become faulty

Troubleshooting Steps:

The below steps are performed without the use of a USB Booster

• Try plugging the unit in to different Charge Case Slots, to see if the issue is with a specific Slot
  
  
• Try connecting a different unit to the same Charge Case slot, to see if the issue is specific to the Device
  
  
• Try connecting the Single Cradle or Charge Case into a different USB Port in the PC
  
  
• Attempt to connect the Device to a different PC with OpenField installed, to determine if the issue is PC Specific
  
  
• Check if the PC's 'Windows Device Manager' is recognising the device under "Ports (COM & LPT)" as an 'OptimEye' device
  
  
  
  
• If there is an erroneous Device showing under "Ports (COM & LPT)", or in 'Universal Serial Bus Controllers' when the Device is plugged in:
  
  
  • Try right clicking and updating the driver, then Browse, and follow the path: C:\Program Files\OpenField Release\Drivers
    
    
    
    
    
    
    
    
    
    
  • Also try right clicking and uninstalling the device, then unplug and reconnect the device
    

• If all troubleshooting steps are exhausted, Contact Support for further assistance.