Cue Cable Not Recognized

[MylesAway]

Hey, I have a windows 10 surface book 2 that I was running cuelux on, version 1.3.97 and everything was working great, nothing has changed since last time and today windows says “USB device malfunctioning / not recognized”. I can plug it in to my Mac running 1.3.96 and everything works great. PCB Version 1.2, firmware version 1.03. So far I have tried uninstalling cuelux and reverting back to 1.3.95 with no luck. Any suggestions?

Thanks!

[Michael Chiou]

Hello @MylesAway,

I sounds like a driver issue. I would recommend that you uninstall Cuelux and try installing it again. At the end of the installation it should be prompting you to install the drivers. Is that happening?

Greetings,
Michael.

[MylesAway]

I had tried this when it was failing and it prompted for driver install which was completed, however the cable still wouldn’t work. I gave up and used my Mac for the event. Yesterday when I went to put more tile into fixing the problem, I plugged in the cable to the PC and it worked fine. So maybe the cable is getting worn out?

[Michael Chiou]

Hello MylesAway,

I am sorry for answering so late, It does sound like a windows issue although you could always send us the cable so the we can inspect it and fix it if there is something to fix.

Greetings,
Michael.

[MylesAway]

I have replaced the usb cable part of my cuecable as it was getting old, however as suspected the cable works fine on my Mac but continues to not be recognized by windows 10. Do you know where the driver is located on windows 10 so I can try manually selecting it in the device manager?

[Michael Chiou]

Hello @MylesAway,

If it works on MacOS then it should work on Windows as well, that means that there was no issue with the cable. I would recommend that you try an other Windows system to see if it doesn't work there either or if it is just this system that it doesn't work.

Greetings,
Michael.

[MylesAway]

Can you please tell me where the cue cable driver is located in the windows file system? I would like to try manually selecting the proper driver.

[Michael Chiou]

Hello @MylesAway,

You can locate the executable for the drivers in. "C:\Program Files (x86)\Visual Productions\Cuelux10403\driver".

Greetings,
Michael.

[MylesAway]

I have purchased a 2nd cable and it works great 100% of the time, so I believe I will need to have this older one updated. Is it possible to send it back and have it's firmware updated? If so where do I send it?

Thanks!

[Bootsy van der Zande]

Hi,

I suspect it is a hardware malfunction.
I've contacted you via email regarding your Cuelux cable.

Greetings,
Bootsy