A common cause of not being able to find the device within your software is conflicting drivers, or multiple pieces of software open at the same time trying to access it at once.

Information:

  1. We recommend you make sure that your chosen lighting control software and the operating system are both up to date:
    1. To update MacOS see this Microsoft support article.
    2. Visit your lighting control software providers website to check for the latest version.
  2. 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 
    1. 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 known working software to verify all is working as expected
  3. Typically, 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).
  4. 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.

 

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 Task Manager.


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 Windows recognize the device?

Navigate to ‘Device Manager’ (right click Start Button > Device Manager).


Depending on your computer’s configuration, your OPEN DMX USB may show up as a ‘USB Serial Converter’, ‘USB Serial Device’ or under ‘Other Devices’ when detected. Unplugging and re-plugging your USB cable from the device should make the list refresh (this will indicate that it is being discovered).

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: Uninstall the device

After you have located it, right click, and select ‘Uninstall device’.

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

Step 4: Disk Clean-up

Run Windows Disk Clean-up as an Administrator and be sure to select ‘Device Driver Packages’ (this will remove any unnecessary drivers that could be conflicting).

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

Step 5: Uninstall FTDI Driver

  1. Close all programs
  2. Run the following application: https://www.ftdichip.com/Support/Utilities/CDM_Uninst_GUI_Readme.html
  3. Restart you computer
  4. Install the USB Driver onto the device as found in Device Manager. https://ftdichip.com/Drivers/D2XX.htm
    1. You will need to download the Windows version, to check if you need 32bit or 64bit:   Right-click Start Button>System, under System Type it will tell you what to download.
    2. Extract the zipped folder.
    3. Right-click the device under Device Manager (in the Ports (COM & LPT) dropdown)
    4. Select ‘Update Driver’
    5. Choose the driver you just downloaded

Step 6: Changing COM Port

In most cases, the USB port you plug the OPEN DMX USB into will automatically fall into an acceptable range with respect to the other elements of your computer’s communications ports, if you are having problems or conflicts between the ports, you may want to change the COM Port number the OPEN DMX USB is connected to.


Before making any changes, it is advisable to keep a record of which serial port has been used in each attempt to configure the hardware and drivers. That way you will be able to retrace your steps should you decide to go back and try something again but with different settings elsewhere.


We only recommend doing this if you've already closed all other applications and ensured you have the correct FTDI D2xx drivers installed.


Open Device Manager on your Windows machine. (Control PanelDevice Manager)

Expand the “Ports” section, and identify the DMX USB PRO, which usually is “USB Serial Port”.

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  • Make sure to take a note of this COM port to allow you to revert settings later if required.
  • Right-click on it and select “Properties”. Under “Port Settings”, click on “Advanced”, and you can then change the COM Port No. under this screen:


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