MacOS: Software not recognizing DMX USB Pro

This guide is designed to help DMX USB Pro users discover their device which is currently not being recognized or found by their MacOS based software such as ENTTEC EMU, Chamsys MagicQ, D::Light LightKey, QLabs and QLC+.

Software not recognizing DMX USB Pro on Windows

Two causes of not being able to find the device within your software are conflicting drivers, or multiple pieces of software open at the same time all trying to access the device.

Information:

1. We recommend that you make sure that your chosen software and the operating system are both up to date:
   1. To update your operating system, please visit the Apple support article.
   2. To update the software, please visit the developers website.
   3. ENTTEC EMU: Using the link provided, download the latest version of EMU.
2. The DMX USB PRO is Open Source Hardware, this means that 3rd party developers can use our API (instructions) to allow their software to work with the DMX USB PRO.
   1. Please check with the 3rd party developer that the DMX USB PRO is supported. The 3rd party developer is responsible for the implementation and maintenance of their software and compatibility with our devices.
   2. If you are unsure if your software is compatible, then we recommend using our EMU software or QLC+ (Use Input/Outputs to identify DMX USB PRO and activate the output. Use the top row of faders in ‘Simple Desk’ to control each channel).
   3. Only one program can be trying to control your USB device at a time. This means that if you already have software open (for example ENTTEC Pro Manager) which may have ‘latched’ onto the USB port your chosen software might not be able to access the DMX USB PRO. This also means that you can’t use two pieces of software and merge the DMX onto the DMX USB PRO output.
   4. A list of known compatible software can be found in our knowledge base.

Mac OS Troubleshooting:

Step 1: Closing all software:

The USB device might have ‘latched’ onto a different piece of software running. Please close all software that is running. You might need to access the Activity Monitor (simultaneously press down the [CMD] + [ALT] + [ESC] keys on your keyboard) to close down any programs running in the background.

Please unplug, re-plug and try to discover the device in your chosen software. If you get stuck, please contact support with details of the step you got stuck on.

Step 2: EMU

Open the ENTTEC EMU software, using the Settings cog in the top right of EMU, navigate to the Output tab. Use the Rescan for device and your device should appear within the list.

If the device does not appear, skip to Step 3

Configure the device

First, ensure that the device is Enabled using the switch on the right. Once you do this, the green LED on the DMX USB Pro and Pro Mk2 should start to flash which indicates the device is receiving DMX.

Next click on the Setting cog next to the switch. Here we can re-flash/change the firmware on the device at the top of the screen, to do this use the drop down, select a firmware (for DMX USB Pro we suggest testing on the DMX only firmware version), then click Update Firmware.

Within this page, we should also click the Set Parameters to Default followed by the Set DMX Parameters button.

Test the output

If you close out of both these settings pages you will be on the main EMU page.

From here you can patch a fixture in the Patch window (located in the top right). Add a fixture to the patch grid, close the Patch window and then use the green faders. Next if you go to ‘DMX Send' then under 'Source' select 'Test Patterns’, your device should now be outputting DMX to your lights. Choose different patterns for different effects.

• If you still don't have output, check the steps below:
  1. Make sure the DMX cable is going out of the DMX OUT port on the device
  2. Change the DMX cable to a known good cable
  3. Change the lighting fixture you're controlling to a known good fixture

Step 3: Does the Mac recognize the device?

To check this we access the Mac’s System Information window, which can be opened using Apple>About This Mac>System Report.

To the left of this window we select USB, which is under the Hardware heading. Once selected on the right of the window, we would need to identify the devices name. Unplugging and re-plugging your USB cable from the device should make the list refresh (this will indicate that it is being discovered).

In this example, the device is connected using a USB2.0 Hub connected to the USB-C of the Mac.

If this doesn't appear, you may need to try the following before repeating this step:

• a different USB cable (under 1m in length). The DMX USB Pro uses the Type-B USB connector; the Pro Mk2 uses the Type-B Micro connector.
• a different PC

Please unplug, re-plug and try to discover the device in your chosen software. If you get stuck, please contact support with details of the step you got stuck on.

Step 4: Driver conflict & driver approval:

If there are multiple FTDI drivers on the Mac there is a potential for a conflict between the drivers, preventing the software from seeing the ENTTEC device. Apple’s built-in Virtual COM Port (VCP) driver is all the DMX USB Pro / Pro Mk2 needs to operate, so in most cases you do not need to install any additional FTDI driver.

On recent macOS versions, the system may block the USB driver until you approve it. Open System Settings > Privacy & Security, scroll to the Security section, and if you see a message that software was blocked, click Allow, then restart your Mac and reconnect the device.

After approving, close all other software on your computer, unplug and re-plug your ENTTEC device into your Mac, then reopen your chosen software to see if the device has been located.

Please unplug, re-plug and try to discover the device in your chosen software. If you get stuck, please contact support with details of the step you got stuck on.