Software and/or interface do not work
1. Check the USB interface
Connect the interface to the computer. You should see 3 LEDs turn on, green, yellow, and red. Green
should be blinking slowly. Yellow should be completely on. Red should be blinking fast.
If non of the LEDs are on, check the back of the interface, there is a small switch that turns power
ON/OFF. If only the yellow LED is on, then your interface is broken, please contact your retailer to have it
replaced.
2. Check software/interface communication
Connect the interface to the computer BEFORE you start the software. After you open the software, the
green LED should start blinking fast. If you go to the “?” menu, then “About”, a popup window will appear
with our logo in it. You should be able to read software name and a release date for the software. If there
is good communication between the software and the interface, you should see a description of your
interface inside this box as well.
If the green LED is not blinking fast, or you do not see the red letter description, there is no
communication between the software and the interface. You probably did not install the drivers correctly.
3. Check the interface drivers
If you are using Windows XP, reconnect your interface to any USB port (a different one, if possible).
Windows will tell you whether the hardware found is new or already installed in your computer.
If it is new, the NEW HARDWARE WIZARD window will appear. Insert the installation CD in your
computer, and select Automatic Search (if you do not have the installation CD, go to the
Support/Downloads section in our website). Click “Continue Anyway” when Windows asks you about
verification.
After this, Windows should tell you that your device is ready to be used. Restart the software and check
communication (previous step).
4. Double-check interface drivers
If during the installation of the drivers, when asked about Windows verification and compatibility, you
selected "Stop installation" instead of "Continue anyway", the drivers will not be installed correctly.
To check if the drivers were installed correctly, you should go into
- Windows Control Panel - System - Hardware - Device Manager
You will see a list that includes all USB devices. If the interface is connected and the drivers are installed
correctly, the name of the device will be "Intelligent Usb Dmx Interface". If, on the contrary, you read
"Unknown device" with a yellow exclamation point next to it, the drivers are not installed correctly.
To fix this:
- Uninstall unknown device
- Disconnect USB interface, wait a couple seconds, and reconnect
- The "Add New Hardware Wizard" will appear, just follow the instructions (previous step)
- Make sure you select "Continue anyway" when asked about Windows verification and compatibility
5. Test on a different computer
If nothing seems to work, please try testing on a different PC before contacting your retailer to get an
exchange. Typically, you should only ask for an exchange if:
- No LEDs turn on, even when you have moved the power switch in the back of the interface
- Only the yellow LED turns on
- The drivers seem to be installed correctly, but the interface/software does not work, and the Device
Manager name for the USB device is "SUIDI-OUT" instead of "Intelligent Usb Dmx Interface”
Troubleshooting
MyDMX V1.0
13. Troubleshooting
Page 39
