# Troubleshooting ud512 **URL:** \ **Category:** Technical support and Library\ **Created:** [August 29, 2018, 1:45am UTC](https://vistaforum.chroma-q.com/t/troubleshooting-ud512/303 "2018-08-29T01:45:10Z")\ **Posts on this page:** 1\ **Page:** 1
**Author:** ![VistaSupport](https://sea2.discourse-cdn.com/flex016/user_avatar/vistaforum.chroma-q.com/vistasupport/32/14_2.png) [@VistaSupport](https://vistaforum.chroma-q.com/u/VistaSupport)\ **Post date:** [August 29, 2018, 1:45am UTC](https://vistaforum.chroma-q.com/t/troubleshooting-ud512/303/1 "2018-08-29T01:45:10Z")
**TROUBLESHOOTING UD512** **The UD512 interface is not recognised in Windows or Mac** _ **Notes** _ _ **:** _ _It is recommended that all non-essential USB devices be disconnected during this procedure; essential USB devices such as mice and keyboards can be left connected._ _Only Chroma-Q or legacy Jands USB devices are required to be plugged /unplugged during this procedure._ _These instructions are for Windows 10 and Vista software V2.3(17736) or later. Earlier versions of Vista must be updated before proceeding._ **Procedure** Disconnect the computer from the internet. This is usually most easily achieved by unplugging the computers Ethernet connection. Windows 10 regularly searches the Internet for updated drivers and no Internet prevents Windows loading new drivers in the middle of this procedure. Open the Device Manager by clicking in the Windows search bar and typing "device manager", then selecting "Device Manager Control Panel" from the list. A new window will open showing a list of the connected device categories. Categories can be expanded by clicking on the arrow on the left of each entry. Plug the USB device into the computer. After a second or so the Device Manager list should refresh as Windows discovers the new device. Find the Jands device and double check it’s the correct one by plugging it in and out a few times while watching for the change in the Device Manager list. When you’re certain you have the device, proceed to step _If the list doesn’t refresh when the device is plugged in, Windows isn’t seeing the device:_ _Try un-plugging the device and plugging it back in._ _Try another computer USB port._ _Try another USB cable._ _Restart the computer._ _Try another computer._ _Launch Vista._ _If the list cannot be made to refresh when plugging/unplugging it from the computer, then the device is probably faulty._ Right click on the device and select "Uninstall". If presented with the check box to "Delete the driver software for this device", tick the check box. Click OK. The driver will be removed, and the dialogues will close. If the computer asks to reboot, select "No". Unplug the device, wait a moment for the device manager list to refresh, then plug it back in, and wait again for it to refresh. If the driver has been successfully deleted the device will appear under "Other Devices" - in this case proceed to step 9. If it does not appear under "Other Devices", repeat steps 4 through 8 until it does. This may take multiple repeats before the correct result is obtained. Unplug the device Reboot the PC **Update the Drivers** _All Chroma-Q or legacy Jands USB devices should be disconnected and Vista not running at this point._ Open a command prompt by typing "command" into the search bar and selecting "Command Prompt Desktop app" from the list of matches. Change to the disk drive where the Vista software is installed e.g. type "c:[enter] " Change directory to the Vista USB software directory e.g.; type "cd Program Files (x86)\Chroma-Q\Vista3\WinUsbDriver [enter]". Note **case is not important** in this command. Type "windowsusbdrivers --justInstall[enter]". Note **case is important** in this command. Click "Yes" to allow the program to make changes to your computer. The program will take a minute or so to run as it loads each Jands USB device driver. It will generate a window similar to that on the next page just prior to completion. **Load the Drivers** If the USB device is mains powered (S1, S3) then power cycle it, briefly switch it off and back on again. Plug in the device to the computer and wait for the Device Manager list to refresh. Check the device appears under "Universal Serial Bus Devices". Watch for a popup dialogue similar to "Device driver successfully loaded" as the device is plugged in. Run Vista and click through any startup dialogues, then create a new show. Check for correct operation of the USB device. Reconnect the computer to the Internet if necessary. _When running properly the USB wing products will appear in the "Universal Serial Bus Devices" at the bottom of the list._ #### **Mac “Cannot open UD512” Errors:** Occasionally Mac security setting will prevent the UD512 Installation App from running in later versions of OSX. If you receive a UD512 error in Vista please use the steps below to reinstall the UD512 driver. Open your Hard Disk \> System \> Library \> Extensions folder. If you can find a ‘JandsUD512.kext’ file in this folder, delete it. Double click the installer file to mount the disk image (if it’s not already mounted). Open the Terminal app (normally found in the Applications \> Utilities folder. Type or paste these lines (one at a time) and press Enter after each command: cd /Volumes/Vista\ V2/Extras sudo cp -r JandsUD512.kext /System/Library/Extensions sudo chown -R root:wheel /System/Library/Extensions/JandsUD512.kext sudo chmod -R u+w,og-w /System/Library/Extensions/JandsUD512.kext sudo touch /System/Library/Extensions/JandsUD512.kext exit #### **Erratic operation, or the UD Interface is not recognized** The UD Interfaces are USB powered, meaning they obtain their power from the USB device they’re plugged into. In particular, un-powered hubs and some laptops have been known to cause problems due to a limited output power capability. In this case, connect a powered USB hub between the UD512 and the computer. A powered hub is one that obtains its power from an external source, such as a plugpack/AC Adaptor. If the issue is not yet resolved after these steps, please contact our technical support [vistasupport@chroma-q.com](mailto:vistasupport@chroma-q.com)\*\*