Dongle will not connect

DJ FLOVVMember

I just received my mydmx 3.0 dongle and I can not seem to get it to connect at all. I have a windows 10 PC, and have been using the software for a few weeks now without the dongle. First I tried connecting it through the device preferences but that didn't do anything. Then I tried going into the hardware manager, but it kept just saying something along the lines of no devices found. THen I tried registering it on the webstore/SUT, but it just keeps telling me to disconnect and reconnect my interface and I am not sure what to do from here. I have tried seemingly every combination of disconnecting, clicking, and reconnecting. The dongle isn't even showing up in my device manager and the USB light comes on for about 2 seconds every time I plug it in. It is also displaying "EA" or "ER" on the dongle. Anyone have any idea of what I may be doing wrong?

8/25/214:47 PM

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Jingles8302Admin

Hi, sorry you are having issues.
What release date of the software are you using?

8/25/217:39 PM

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DJ FLOVVMember

I am using the June 18, 2021 software, but I am not sure what the firmware date is on the dongle itself (Since I can't even connect to it). I replaced the cable and now I am at least able to get it to show up in my device manager. It is saying that it is an unkown usb device and that the device descriptor request failed (code 43).

8/25/218:53 PM

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DJ FLOVVMember

I also tried running the windows hardware and devices troubleshooter and that did not provide any insight either. I also tried plugging this into another computer and got the same error (with both cables)

8/25/219:23 PM

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Jingles8302Admin

Hi, the June 18th 2021 release requires the MyDMX 3 box's firmware to be updated via the hardware manager.
so with the hardware manager that comes with the June 18th 2021 release, you should run it, but make sure mydmx 3 software isn't running, then launch Hardware manager and try to run the firmware update.

8/26/219:34 AM

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DJ FLOVVMember

THank you for the advice, but how do you open the hardware manager without opening mydmx? I don't appear to have a standalone application for it, and have been opening it through mydmx. The hardware manager also closes when I exit mydmx.

8/26/2112:03 PM

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Jingles8302Admin

Hi, you can run just the hardware manager by going to this file path.
C:\MyDMX3\HardwareManager then double click the "HardwareManager.exe" to launch it.

8/26/2112:06 PM

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DJ FLOVVMember

I ended up having to re download the software, but the dongle still will not show up in the hardware manager (even without mydmx running) or in the web store to register it. And it is still coming through my PC as an unrecognized device

8/26/2112:55 PM

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Ayeshh MadinMember

THank you for this info , i tried to run with this same issue then i found solution from tech site and solve my issue .

9/14/217:16 AM

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