Generic device Troubleshooting Guide & F.A.Q.
This guide covers issues about generic USB device connectivity
Please follow the troubleshooting steps below and provide the corresponding answer where required:
- Make sure that you have installed the latest software.
Download and install our Unity Platform from: pegasusastro.com/download/ - Does the device show up in Unity platform with some error? Please provide a screenshot.
- Does the device show up as a COM port in Windows device manager or under a USB device listing utility such as USB treeview?
Please plug in the device and send us a screenshot of the USB device tree’s section that shows or should show the device. - Please connect ONLY the PegasusAstro device to your computer and observe the COM port assigned. Connect the rest of your devices and look out for any COM port conflicts.
- Was there a firmware update in progress that was interrupted or failed to complete?
- If the device has a power LED indicator, please describe its behavior, i.e. lit or dead, blinking 4 times every 4 secs etc
- How do you power the device? Are you using our PSU? If not, describe in detail and send us a screenshot of your PSU and its plug
- Please verify that you are powering the device with the proper plug type, i.e. 2.1mm/5.5mm or 2.5mm/5.5mm center positive [photos]. Provide a photo if unsure
- Before making the assumption that the device is not working, please be sure to try it also on a SECOND computer with a different USB cable and, if possible, with another PSU
- If the device failure follows some incident, please describe. It will save both us and YOU considerable time and effort!
