This guide is designed to help Open DMX USB / Open Widget users discover their device which is currently not being recognized or found by their macOS based software i.e. Footlight, LightKey, Millumin and QLC+.
Windows: Software not recognizing Open DMX USB
A common cause of not being able to discover the Open DMX USB in your software is conflicting drivers, or multiple pieces of software open at the same time trying to access it at once.
Initial checks:
- We recommend you make sure that your chosen lighting control software and the operating system are both up to date:
- To update macOS see this Apple support article.
- Visit your lighting control software providers website to check for the latest version.
- The OPEN DMX USB has a public API, which means that any 3rd party developer can use our code examples to allow their software to work with the OPEN DMX USB.
- The 3rd party developer is responsible for the implementation and maintenance of their software and compatibility with our devices.
- If you are unsure if your software is compatible, then we recommend using known working software to verify all is working as expected.
- We recommend QLC+ to verify a DMX output. (Use Input/Outputs to identify OPEN DMX USB and activate the output. Use the top row of faders in ‘Simple Desk’ to control each channel).
- Remember, only one program can access the OPEN DMX USB at a time. This means that if you already have software open that uses the OPEN DMX USB, it potentially could have ‘latched’ onto the USB port, your chosen software might not be able to access the OPEN DMX USB. This also means that you can’t use two pieces of software and merge the DMX onto the OPEN DMX USB output.
Troubleshooting:
Step 1: Closing all software:
Another piece of software may have latched onto the USB connection, meaning your lighting software cannot communicate with the OPEN DMX USB.
Closing all other software that is running is the best way to ensure the USB connection is not in use. Alongside closing programs you may wish to check the Activity Monitor to ensure nothing is using it in the background. (To access, simultaneously press down the [CMD] + [ALT] + [ESC] keys on your keyboard).
After closing everything, 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: Does the Mac recognize the device?
Access the Mac’s System Information window, this can be opened using Apple > About This Mac > System Report.
To the left of this window we select “USB”, from under the Hardware heading. Once selected on the right of the window, identify the device’s 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 the screengrab below, the device is connected using a USB2.0 hub connected to the Mac’s USB-C port.
If this doesn't appear, try the following before repeating this step:
- Use a different USB cable (under 1m in length).
- Try a different USB Port on your computer.
- Try a different computer to verify it isn’t the computer.
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 3: Driver conflict & driver approval:
If there are multiple FTDI drivers on your Mac there’s a potential for a conflict between them, preventing the software from seeing the ENTTEC device. Apple’s built-in Virtual COM Port (VCP) driver is all the Open DMX USB 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.
If you get stuck, please contact support with details of the step you got stuck on.