Need Moderator help for Unknown Device error

[telder1969]

I bought a Space Navigator a few months ago, and was unable to get it to work. I kept getting an error "unknown device" so I returned it. Two weeks later, my replacement came. Same problem with it.
This is extremely frustrating. Productivity is not the same without this device.

I have read on some other threads about a firmware update that has solved this problem. Is there a moderator out there that can help me. PLEASE.

System:

Hewlett-Packard HPE=597c
Intel i7-2600
8 GB RAM
64 Bit Windows 7 Ultimate
Solidworks 2012

[Barbara]

Hello telder1969 -

The forum thread where this has been discussed has several suggestions for what to do if a device is not recognized. In order to update the firmware a PC has to be able to initially recognize the device.

The suggestions that have worked for others are to switch to a rear USB port, if it is a laptop switch to AC power or switch to a different PC to run the firmware update.

Have you been able to try it on a different PC ? Device recognition is rarely a problem on XP so if you have an XP PC available that may be easist.

----------
Barbara

[telder1969]

* replacing the navigator with a new one
* updating the driver
* connecting to every usb on my computer
* resetting the navigator using the two button procedure
* re-booting

The strange thing is, it works on some occasions, but rarely. Sometimes when I disconnect and reconnect, it will work for a while, then randomly quit.

[telder1969]

I do have a second pc that runs windows xp that i could use to install the firmware update.

I assume I would need to download the latest drivers from the website first. Is this correct?

[Barbara]

Hi telder1969 -

Yes, by installing the software on the second PC it should allow the Space Navigator to be recognized there.

After the 3dxsoftware installation, Windows adds the Microsoft HID driver that completes device recognition. On XP this usually happens behind the scenes but in Win7 you may see the message 'Windows is installing the software for your new hardware.' It is the HID driver this message refers to and it is this component that gets it elevated from 'unknown device' to 'USB Human Interface Device'.

-------------------
Barbara

[telder1969]

Ok, I have installed the Navigator software on my family PC. It seems to be working fine there. Now, If you can get it going on my cad station (see specs above), I would be forever grateful.

[Barbara]

Hello telder1969 -

Contact tech support they will assist you and send you the firmware if needed.

-----------------
Barbara

[telder1969]

Thank you for the link to the firmware update. So far so good. I talked to 3dconnexion tech support, apparently there are some newer mother boards that the device was having difficulty with.

I would suggest this for anyone having an unknown device error on a new system.

Tony

[Vake1986]

Hallo,

I got exactly the same problem with my SpaceNavigator. It worked just fine until after a Windows update. Now I always get "unknown device" error. I already tried the steps suggested in this discussion. Nothing worked. My device is 4,5 months old.

Ralph

[Vake1986]

Hallo,

I got exactly the same problem with my SpaceNavigator. It worked just fine until after a Windows update. Now I always get "unknown device" error. I already tried the steps suggested in this discussion. Nothing worked. My device is 4,5 months old.

Ralph

[Barbara]

Hello Vake1986 -

The type of "unknown device" error that the firmware update is able to correct is one that happens with the initial connection to the PC. When we see this happen after a Windows update rather than when the Space Navigator is first connected, the cause is more likely permissions that are returned to defaults with the update.

To correct the problem you can right-click on the downloaded 3dxsoftware and use 'Run as administrator'.

If the SpaceNavigator does not start when the installation completes, use the 2-button restart described in other posts holding down both buttons while plugging into a rear USB port then start the driver manually.

Have you tried the Space navigator on a different PC?
-----------------------
Barbara

[Vake1986]

Hallo,

I did everything but it still doesn´t work. I reinstalled the newest software as administrator and tried every USB port on my PC. Once with the reset and once wihtout. I even deactivated all firewall and security software and tried starting the driver manually. But I still get the same "unknown device" error.
So I tried on my laptop and there it works instantly after plugging it into any usb port. (My laptop is 2 years old and my PC 4 months.)

[Vake1986]

Hallo,
I still got the same problem with my device. So i want to ask a moderator if it would be possible to get that firmware upgrade aswell. I realy need my spacenavigator to function. Thanx.
Ralph

[ngomes]

Hi Vake1986,

It may be better for you to get in touch with our Technical Support team. Contact details are available here.

[Barbara]

Hello Vake1986 -

If you are still seeing a problem, the suggestion from ngomes to contact support is the way to go. They will work with you to resolve it.

----------------
Barbara