US

Device Connectivity

Products affected:

In response to the following range of questions

Q1.      I have installed the software on my new PC/Mac and when trying to calibrate, the software just comes back with ‘Device not found’.

Q2.      The software does not seem to recognise the device when it’s plugged into a USB socket.

Q3.      The calibrator is plugged into a USB socket on my PC but the software says ‘device not found’.

***Please Note***

In the current version of the ccProfiler application there is a button to reset the device to ensure the drivers are running correctly. Please try clicking the ‘Reset Device’ button in the ‘Application Help’ section at the bottom of the main home screen. Once this is clicked, wait for 30-45 seconds for the drivers to re-activate. The device should then connect correctly.

If this does not help please try the additional trouble shooting tips below.

Problem Explanation:

The most common cause of this issue is the X-Rite drivers. If the ‘Device Reset’ does not fix the connection, please try the following.

The Solutions

A) Apple Macintosh – X-Rite Device Services Reinstall

Usually reinstalling the XRD device drivers on the Mac fixes this. These can be downloaded from here:

Unplug the device, close all running applications, unzip the installer and run. Once the installer has finished reboot the Mac, plug in the device and run the calibration software.

B) Apple Macintosh and Windows PC – USB 3 Port Issues

Even though USB 3.0 was designed to be backwards compatible with USB 2.0 devices, there have been some users reporting device connection issues with USB 2.0 devices.

Basic instrument connection troubleshooting is advised such as: reboot the computer, try another USB port (USB 2.0 if available), turn off or set exclusions in virus protection software, try a powered USB hub, etc.

Some recent MacBook Pro and MacBook Air laptops might come with only USB 3.0 and Thunderbolt communication ports.  While these have been the most commonly reported computers with this USB 2.0 device-to-USB 3.0 port connectivity issue, there have been similar reports on PCs as well as other Macs using USB 3.0.  The common thread appears to be USB 3.0 at this time, not necessarily operating system or manufacturer.

Calibrite customers have reported to Calibrite Technical Support that the use of a powered USB 2.0 hub has been the most successful resolution to this connectivity issue.   This seems to be the simplest and least invasive way to resolve this issue.

Purchase a powered USB 2.0 hub, connect the hub to the computer’s USB 3.0 port, and then plug the device into the hub.  If a powered USB 2.0 hub is not available, try connecting to a monitor’s USB port if so equipped.

C) Windows PC – Clean re-install of X-Rite Device Services (XRD)

If none of the above has worked and the device is still not connecting, it could be that the XRD is not starting or has not installed properly.

We recommend the following procedure for clean re-install of XRD (profiling software does not need to be re-installed):

D) Connection Issue On PC With Microsoft Security Essentials (XP, Vista and Windows 7 & 10)

Microsoft Security Essentials (MSE) is an increasingly popular and free security suite. It can be installed on Windows XP, Vista, and Windows 7 & 8. ColorChecker Applications have detected some instrument detection issues when a customer has MSE running on their computer.  As with most other anti-virus/firewall vendors, simply setting exclusion or program permissions for the X-Rite program will correct the issue. For MSE, use the following instructions:

  1. Disconnect the ColorChecker measurement device
  2. Open MSE by going to Windows “Start” > “All Programs” > “Microsoft Security Essentials”
  3. Select the “Settings” tab and then click on “Excluded files and locations” on the left panel
  4. Click on “Browse” on the right side of the window and then navigate to (C:) > Program Files (or “Program Files (x86)” in 64-bit OS) > X-Rite
  5. Click on the “X-Rite” folder to highlight it and then select “OK”
  6. Select “Add” on the right side of the window and then “Save Changes” at the bottom of the window
  7. Close MSE and restart the computer

Connect your device after restarting and load the driver automatically if prompted.  Open the appropriate program and test your device.

 

If you require further help with this product not listed above, please raise a support case

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