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VTouch Troubleshooting: Difference between revisions

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Revision as of 03:31, 28 March 2023

Troubleshooting

Problem Solution
You install the UPDD driver and still cannot find the device.
  1. Run console and view the error information.
  2. When the driver is installed you may see the following message:
  3. Ensure the software has been enabled, otherwise the driver will not be able to access any USB devices. This can be checked in: System Preferences > Security & Privacy > General.
You want to remove the setting files before installing a new version of UPDD.
  1. Open a terminal window.
  2. Run the following commands:
  • upddprocesses stop -c
  • defaults delete com.touch-base. upddcommander
  • upddprocesses start -c
The touch function is not working, and your MacBook cannot detect the touch screen anymore.
  • Please uninstall and reinstall the driver again.
NOTE: The uninstall removes the system extension and the install installs the system extension again so that the user can “Allow” our software.
USB C connection issue.

Many reports of USB connection issues are related to a “bad” USB cable and replacement cables have resolved the issue.

At other times, these failures have been seen when using USB extenders or incompatible USB hubs, such as reported with a Sabrent USB 3 hub. It has also been reported that some touchscreens failed with USB 3.1 Gen 2 hubs but were okay with a standard USB 3 hub.

Directly connecting the USB device with a standard short USB cable normally resolves the issue and/or when connected directly via two USB-A/C adapters. Also when going through Apple’s own USB-C Digital AV Multiport Adapter (which is reported as USB 2 according to “ioreg -p IOUSB”).

If a USB extender is in use and failing, it’s possible that:

  1. There is not enough power going to the extender.
  2. The extender is not fully USB compliant.
  3. The extender is trying to handle HID and making incorrect assumptions.
  4. The extender is not compatible with the Operating System’s USB stack.


Online Support Center

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