USB device troubleshooting using the example of a P280 (status: April 2018)

Only Swyx tested and released devices are supported, USB devices of other manufacturers may cause problems or may not support all functions. An error analysis by the support can therefore only be carried out on devices from our product range.

• Is there a device or cable defect?
  i.e. does the device work on another workstation PC?
• Has the USB cable been replaced?
  Defective or inferior cables can cause malfunctions.
• Is there an incompatibility of the USB chipsets?
  i.e. does the USB device work on a workstation PC of another PC manufacturer?
• Is USB3.0 backward compatible with USB2.0?
  i.e. does the device work if it is operated on a USB2.0 port?
• Is the current firmware installed on the USB device?
• Has the additional software required to operate some USB terminals been installed in the current version (e.g. JabraDirect)?
• Is the standard playback device available and correctly configured?

If no other audio device is available in addition to the device used for telephony (e.g. onboard speakers, external speakers on the sound card of the PC, ...), such a device must be installed and configured as a Windows standard playback device. Some sound cards can only be selected/configured after loudspeakers have been connected.

• Do other VoIP applications (Skype, Lync, ...) run in the background?
  If so, please quit and prevent them from starting automatically.
• Is a virus scanner running in the background?
  

  Some virus scanners can, for example, block the USB interface of the PC and thus prevent the use of the USB terminal device. Files and network ports blocked by the virus scanner can also lead to malfunctions. Please uninstall the virus scanner as part of the troubleshooting process. Stopping the services is not sufficient in many cases. Once the troubleshooting is complete, it can of course be reinstalled if it does not cause the malfunction.

• Does the manufacturer of the PC sound card run applications in the background (e.g. surround sound emulation, keyboard noise reduction, ...)?
  Please uninstall them to avoid interference with USB devices. After completion of the troubleshooting, these can of course be reinstalled if they do not cause the malfunction.
• Does a media playback APP (ITunes, Mediaplayer, VLC, ...) run in parallel?
  If yes, please quit and prevent its autostart if necessary.
• Was the operating system installed with a Windows DVD or is it a pre-installed OEM version?
  If it is an OEM version, the reinstallation of the operating system with an original Microsoft Windows DVD (no OEM version) can solve the problem. Reinstalling using the manufacturer's recovery function will not produce the desired result.

If, after the above points have been checked/performed, the problems still occur, please proceed as follows:

• Exit SwyxIt!
• Remove ALL USB devices (except mouse and keyboard).
• Run the USBDeviceClear tool (32 or 64 bit version) and click on "Clear Out Unplugged" to delete all USB devices that are no longer present.

Uninstall SwyxIt!

If the following registry entries/folders still exist after uninstalling, please delete them manually:

HKEY_CURRENT_USER\SOFTWARE\Swyx

HKEY_LOCAL_MACHINE\SOFTWARE\Swyx

HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Swyx

c:\ProgramData\Swyx\

c:\Program Files (x86)\SwyxIt!\

c:\Users\USERNAME\AppData\Local\Swyx\

c:\Users\ USERNAME \AppData\Roaming\Swyx\

Starten Sie den PC neu.

Check the power management of ALL USB ports in the Device Manager and turn off the power save mode.

If the power output of the USB port on the PC is not sufficiently dimensioned, an external active USB hub (with separate power supply) can help to limit the problem, so it is not a general recommendation.

If a notebook is affected, avoid using a docking station if possible when troubleshooting.

Now re-establish the USB connection to the USB end device and wait until the Windows hardware detection is completed and the device is fully detected and ready for operation.

The USB end device should always be operated on the same USB port. Changing the USB port can lead to problems which must then be corrected again with the USBDeviceClear tool.

Install SwyxIt! "User-defined". Make sure that you install the current SwyxWareServer version.

During the custom installation select that SwyxIt! should not be added to the autostart folder, i.e. that it should not be started automatically when the PC is put into operation.

This ensures that all USB interfaces are available before SwyxIt! is started manually.

Check the audio mode settings in SwyxIt! (example P280)