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:

  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 Apple 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.
  • 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).
  • 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 of the Mac.


 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:

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 Virtual COM Port (VCP) Driver provides an FTDI driver that the Open DMX USB requires to operate.
  • FTDI driver can either be installed onto your computer as a standalone installation or as part of additional software being installed onto your computer.


There are two different methods which you can try to get this to work:

  • Apple’s Virtual COM Port (VCP) Method: In this method, we will remove all non-Apple FTDI driver extensions from you computer. 

Note:

  • You must be logged into MacOS as an admin user (verify this from System Preferences > Users & Groups).
  • Any changes made int the terminal will revert back after a OS restart.

Steps

  1. Enter the following into your Mac's Terminal application to find all non-Apple FTDI drivers, removing all of these will leave only the Apple driver.
    • kextstat | grep -v apple.
  2. Then close all programs on your computer, unplug and re-plug your ENTTEC device into your Mac, before reopening the chosen software to see if the device has been located. 
  • FTDI driver Method: This method temporarily unloads Apple’s VCP Driver to allow another driver to be used. 

Note:

  • You must be logged into OS X as an admin user (verify this from System Preferences > Users & Groups).
  • The driver is automatically loaded after a system reboot. Apple’s VCP Driver can also be reloaded by entering the following into the Terminal application: sudo kextload -b com.apple.driver.AppleUSBFTDI
  • If there are more than one non-Apple VCP Driver installed this can still cause a conflict, to remove any unwanted FTDI drivers, enter the following into the Terminal: kextstat | grep -v apple

Steps:

  1. Unloading Apple’s VCP Driver, will give any other FTDI Driver on your computer control of the computer without conflict. Enter the following into the Terminal application:
    • sudo kextunload -b com.apple.driver.AppleUSBFTDI
  2. From here you can use a non-Apple FTDI driver with your device (if you previously tried the Apple’s VCP Method above, you may need to reinstall the non-Apple FTDI driver.
  3. Next, close all programs on your computer, unplug and re-plug your ENTTEC device into your Mac. Before reopening your the chosen software, use the steps above to see if the device is now recognised by the Mac.
  4. Upon completion, 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: Uninstall & Reinstall D2XX Drivers:

Using the FTDI driver method as described above, temporarily unload Apple’s VCP Driver.

sudo kextunload -b com.apple.driver.AppleUSBFTDI


Followed by removing all FTDI drivers

kextstat | grep -v apple


Next uninstall the FTDI D2XX driver from the Mac:

  1. Start a Terminal session (Go > Applications > Utilities > Terminal)
  2. Change directory to the /usr/local/lib (cd /usr/local/lib)
  3. Delete the library (rm libftd2xx.0.1.0.dylib)
  4. Delete the symbolic link (rm libftd2xx.dylib)
  5. Restart the Mac.

Then reinstall the D2XX driver:

  1. Visit the D2XX driver website
  2. Download the D2XX driver for the macOS version you are running and follow the installation instructions.


Finally, close all programs on your computer, unplug and replug your ENTTEC device into your Mac, before reopening the 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.