[colLab] Connection > Failed to connect the controller

Symptoms

The error message "Failed to connect the controller" appears on the scanner status window.

Solutions

[1] Check the power source.

• Make sure the USB cable and the power cable are connected and the power is turned on.

• Check that the power adapter light is switched on, in green. If you see a red light on the adapter, there is a problem with the power connection. Try a different power outlet.

• When the scanner starts, check if the Medit logo appears by the projector light. If the logo doesn't appear even when there are no connection issues and the power is on, the scanner is likely to have hardware issues. Contact your reseller to get it repaired as soon as possible.  

[2] Check the USB cable connection and try a different USB port.

• Change the USB 3.0 port to the motherboard USB port. Turn off the scanner first and shut down the computer. Connect the scanner cable to the motherboard USB port and restart the computer. Wait until the booting process is complete and then start the scanner to check if the issue is resolved.
• Install the PCI card onto your computer and change the USB 3.0 port to the PCI card.

[3] Check the USB serial port status in Device manager and update or reinstall the drivers.

• Go to the Device Manager > View and click Devices by connection.

• If the scanner is connected properly, you will be able to find the following items:

- Identica Blue / Light

: Medit USB Remote NDIS Network Device

: Medit ML USB 3.0 Camera

: Medit ML USB 3.0 Camera

: USB Serial Port (COMx)

- Hybrid

: Medit USB Remote NDIS Network Device

: Medit CB USB 3.0 Camera

: Medit ML USB 3.0 Camera

: Medit ML USB 3.0 Camera

: USB Serial Port (COMx)

- T-series

: uEye UI-325x Series

: uEye UI-325x Series

: USB Serial Port (COMx)

 

• If USB Serial Port(COMx) appears, right-click on the USB Serial Port(COMx) and select Update driver or you can choose Uninstall device to reinstall it.

•  Select Update driver and browse the driver installer.

: If you have the USB flash drive provided with the scanner, select USB > Utility > Driver.

: If you have downloaded the software online, set the location as the following.

C:\Users\Medit 1\Downloads\colLabInstaller_2.x.x.x\Utility\Driver

• Refresh the Device Manager and check if the issue has been resolved.

: Select the Action tab in Device Manager and click Scan for hardware changes or click the Scan for hardware changes button.

•  Missing hardware

  : If the USB Serial Port (COMx) is not found in Device Manager, and there are no "Other devices" listed, this indicates that the device is not detected. Even if Windows does not have the proper driver support for the device, the device should still be listed under Other devices or Unknown device.

  Try turning off the computer, disconnecting and reconnecting the scanner, and turning the computer back on. If Windows still does not detect the device, the cause of the problem could be either the device is not compatible with your Windows version or hardware issues. Please contact your reseller for further support.

[4] Update the Windows system.

• Update your Windows.

a) Open the Settings menu and go to Update & security > Windows Update.
b) Click Check for updates.
c) After installing updates, restart your PC and complete the update process.

• Update the chipset driver of your PC.

a) Open Start and then click Control Panel > Device Manager.
b) Select View > Devices by Type.
c) Expand System Devices.
d) Double-click the Intel chipset device from the list.
e) Select the Driver tab.
f) Click Update Driver.

 

[5] Try a different COM port.

• Identify whether the problem is the cable or the port by changing the COM port.

a) Open the Device Manager by Windows Key + R. Type devmgmt.msc and press Enter.
b) Expand the Ports (COM & LPT) section.
c) Right-click the COM port and select Properties.
d) Click the Port Settings tab and click Advanced.
e) Change the COM port number to an available COM port number.

 

[6] Try a different USB cable should you have an extra scanner cable.

[7] Uninstall the colLab software and reinstall it.

[8] Try on another computer if possible.