Connectivity issues include situations when connected device is either completely blank and / or the HOME button is temporarily lit and / or there are Loupedeck logos on the touch screen for a couple of seconds, before the device goes blank again.
Are there any lights on the device?
NO
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Use a different USB port, or USB hub.
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Connect the device directly to the computer if possible.
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Try connecting Loupedeck with another USB cable (any USB 2.0 or higher cable, no longer than 5 meters).
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If possible, try connecting Loupedeck to another computer that also has Loupedeck software installed.
YES
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Please check that Loupedeck software is running.
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If Loupedeck software is already running, please restart the software while having the device connected.
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If Loupedeck software restart does not help, restart your computer while having Loupedeck device connected.
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Connect the device to a different USB port, or USB hub
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If using any VPN software, switch it off to see if it is causing this behaviour (this can be the case with devices running older firmware versions).
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Temporarily turn off your firewall or any antivirus software to see if it is causing this behaviour.
OS Based Troubleshooting Tips
Windows
Devices running older firmware version:
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Open Device Manager.
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Expand Network Adapters and locate Remote Compatible Device listed there.
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Right-click on it and make sure it is enabled.
Devices running newer firmware version
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Open Device Manager.
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Expand Ports menu and locate USB serial device (COMx).
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Right-click on it and make sure it is enabled.
Additional tips
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Open Device Manager
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Click on View tab at the top
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Select Devices by container
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Expand Loupedeck CT / Loupedeck Live
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Right-click on each device listed there and disable them.
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Right-click on each device listed again and enable them.
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Restart your PC.
Or
- Open Search
- Search gpedit and select Edit Group policy (Control panel)
- Select Computer Configuration > Windows Settings > Security Settings > Local Policies > Security Options
- Find System cryptography: Use FIPS compliant algorithms for encryption, hashing, and signing status
- If Enabled, please Disable this
- Reboot your PC
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MacOS
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Open System Preferences.
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Click on Network.
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See if Loupedeck is listed among devices.
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If it is not there, please add it manually with + sign.
Additional tips
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Click on the small Loupedeck icon at the top menu bar
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Select Troubleshooter.
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In the next window, click on Reset Network Adapters.
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Reboot your Mac while having the device connected.