Document2

FAQ-XPE:002-08/14

Device Connectivity

Products affected:

  • ColorMunki Smile
  • ColorMunki Display
  • ColorMunki Photo
  • ColorMunki Design
  • i1 Studio
  • I1 Display Pro

In response to the following range of questions

Q1.      I have installed the software on my new PC/Mac and when trying to calibrate, the software just comes back with ‘Device not found’.

Q2.      The software does not seem to recognise the device when it’s plugged into a USB socket.

Q2.      The calibrator is plugged into a USB socket on my PC but the software says ‘device not found’

Problem Explanation:

The most common cause is the X-Rite drivers, which can be remedied as follows. Please note the separate response for Apple (A and B) and Macintosh users (E and F). If this does not resolve your issue, this document also includes further possibilities (G and H).

The Solutions:

A) Apple Macintosh – Fix Driver Permissions

On occasion, the Macintosh hard disk can become confused as to who has what permissions to do what and where. This can cause the device to not be found by the X-Rite software.

There is a utility that can generally remedy this situation. Proceed as follows:

  • Close all running applications
  • Open the Mac hard drive
  • Navigate to “Applications/Utilities/Disk Utility”
  • Double-click to launch the “Disk Utility” application
  • Click on the “First Aid” tab
  • Select your hard drive in the left panel then click on “Repair Disk Permissions” in the main window

Depending on the speed of your processor, the size of your hard drive, and the number of files that you have stored, this process can take several minutes to complete. Once this task is completed, attempt to install the software again. In virtually all cases, this repair does the trick.

If this does not fix the problem go to C to manually restart the driver:

B) Apple Macintosh – X-Rite Device Services Reinstall

If the permissions repair does not fix the issue, reinstalling the XRD device services can help. These can be downloaded from

Mac OSX 10.7-10.10

http://xritephoto.com/ph_product_overview.aspx?action=support&id=1509

Unplug the device, close all running applications, unzip the installer and run. Once the installer has finished reboot the Mac, plug in the ColorMunki and run the software.

C) Apple Macintosh – Manually Start X-Rite Device Services (XRD)

  • Navigate to MacHD > Library > Application Support > X-Rite > Frameworks >XRiteDevice.framework >Versions > B > Resources
  • Double-click on ‘xrdd’, a Terminal window opens, leave this open for the time you are using i1Display Pro / CM Display / CM Smile
  • Launch software, the device will now be recognised successfully

D) Apple Macintosh and Windows PC – USB 3 Port Issues

Even though USB 3.0 was designed to be backwards compatible with USB 2.0 devices, there have been some users reporting device connection issues with USB 2.0 devices.  Some examples of X-Rite USB 2.0 devices are: i1Display Pro, ColorMunki Create, ColorMunki Smile, ColorMunki Photo, ColorMunki Design, ColorMunki Display, i1Display 2, i1Pro, and i1Pro 2.

Basic instrument connection troubleshooting is advised such as: reboot the computer, try another USB port (USB 2.0 if available), turn off or set exclusions in virus protection software, try a powered USB hub, etc.

Some recent MacBook Pro and MacBook Air laptops might come with only USB 3.0 and Thunderbolt communication ports.  While these have been the most commonly reported computers with this USB 2.0 device-to-USB 3.0 port connectivity issue, there have been similar reports on PCs as well as other Macs using USB 3.0.  The common thread appears to be USB 3.0 at this time, not necessarily operating system or manufacturer.

X-Rite customers have reported to X-Rite Technical Support that the use of a powered USB 2.0 hub has been the most successful resolution to this connectivity issue.   This seems to be the simplest and least invasive way to resolve this issue.

Purchase a powered USB 2.0 hub, connect the hub to the computer’s USB 3.0 port, and then plug the device into the hub.  If a powered USB 2.0 hub is not available, try connecting to a monitor’s USB port if so equipped.

E) Windows PC – Driver Restart – ColorMunki Photo and Design Only

We have experienced recent updates from Microsoft blocking communications between our software and the USB device.  In most cases, uninstalling the driver and reinstalling solves the problem.

With the device plugged in

  • In the control panel select Hardware and Sound. In the devices and printer section select ‘Device Manager’ this will opens the Device Manager window.
  • In the Device Manager look for X‐Rite Devices and double click the icon.
  • If the ‘Xrite Devices’ is missing, please go to point B to reinstall the drivers.
  • If the ‘Xrite Devices’ is available, right click the ColorMunki icon and select uninstall.
  • In the window ’Confirm Device Uninstall’ ensure the ‘Delete the driver for this device’ is un-ticked and click OK.
  • Unplug the ColorMunki and wait 10 seconds before plugging the device back in.
  • The ColorMunki icon in the ‘Xrite Devices’ will then show again.
  • Run the ColorMunki software as normal.
  • If this does not fix the problem try reinstalling the driver as follows:

F) Windows PC – Clean re-install of X-Rite Device Services (XRD)

If none of the above has worked and the device is still not connecting, it could be that the XRD is not starting or has not installed properly.

We recommend the following procedure for clean re-install of XRD (profiling software does not need to be re-installed):

  • Disconnect measurement device from computer
  • Quit profiling software Tray Application, if running (right-click on Tray icon 
bottom right in Windows Taskbar, select Quit).
  • Go to Start > Right Click on Computer > Manage ->Services and Applications->Services and Stop X-Rite Device Services.
  • Go to Systems Control Panel and uninstall X-Rite Device Services Manager
  • Go to C:\ProgramFiles(x86)\X-Rite and see if there is a folder named Devices. If so manually remove it and empty the trash.
  • Go to C:\Windows\SysWOW64 or to C:\Windows\system32 and see 
if XriteDevice.dll is present. If it is, manually delete it and 
empty the trash.
  • Restart computer (ignore evtl. upcoming errors from Tray apps)
  • Install new version of XRD
  • Restart computer….
  • Connect device and launch software.

If this does not fix the problem check points D and G of this PDF.

G) Connection Issue On PC With Microsoft Security Essentials (XP, Vista and Windows 7)

Microsoft Security Essentials (MSE) is an increasingly popular and free security suite. It can be installed on Windows XP, Vista, and Windows 7 & 8.  X-Rite Applications have detected some instrument detection issues when a customer has MSE running on their computer.  As with most other anti-virus/firewall vendors, simply setting exclusion or program permissions for the X-Rite program will correct the issue. For MSE, use the following instructions:

  1. Disconnect the X-Rite measurement device
  2. Open MSE by going to Windows “Start” > “All Programs” > “Microsoft Security Essentials”
  3. Select the “Settings” tab and then click on “Excluded files and locations” on the left panel
  4. Click on “Browse” on the right side of the window and then navigate to (C:) > Program Files (or “Program Files (x86)” in 64-bit OS) > X-Rite
  5. Click on the “X-Rite” folder to highlight it and then select “OK”
  6. Select “Add” on the right side of the window and then “Save Changes” at the bottom of the window
  7. Close MSE and restart the computer

Connect your X-Rite device after restarting and load the driver automatically if prompted.  Open the appropriate X-Rite program and test your device.