DUO-CAPTURE EX: SYMPTOM: Computer Does Not Recognize the DUO-CAPTURE EX – Roland Corporation

The following information will help troubleshoot in the event that a computer does not recognize the DUO-CAPTURE EX:

COMPUTER SWITCH
- Be sure that the COMPUTER switch on the back panel is set to 44.1 or 48.
  NOTE: Do not set the switch to TAB or the DUO-CAPTURE EX is expecting to connect to an iPad tablet.
DRIVER

The power indicator light will not remain illuminated unless the driver has been installed successfully. Try installing the driver by downloading the file for your operating system here:
http://www.rolandus.com/products/duo-capture_ex/downloads/
When installing the driver, you must log on as a user with administrative privileges on your computer.
Close system monitoring/anti-virus software before installing. If system monitoring software such as anti-virus programs are installed on your computer, you must close them until you’ve finished installing the driver.
If the driver was already previously installed, try running the uninstall application included with the driver download, restarting the computer and then reinstalling the latest driver from the download above.

If using a computer with USB-C adapter, be sure to use a name brand or an Apple brand adapter.
Connect directly to your computer via USB.
* Do not connect to a USB hub while troubleshooting.
Be sure that you are connecting to a USB 2.0 port on your computer; or a USB 3.0 port with backwards compatibility. Check the USB 3.0 specifications of your computer to determine if there is complete support for USB backwards compatibility.
Try a different USB port on the computer.
Test with a different USB cable.
Note that connection issues can occur with an audio interface if a computer falls asleep while connected. If the DUO-CAPTURE EX does not work correctly after resuming from Sleep mode, you should exit all applications/software , disconnect the USB cable of the DUO-CAPTURE EX and reconnect it."
- Be sure to not play or record audio for a minute or so after the computer restarts--to allow the system to fully "wake up" and communicate with the DUO-CAPTURE EX completely.
- To avoid this from occurring, it's recommended to not put the computer in sleep mode.

If you are using batteries, try brand new, unused batteries. Alkalines are recommended.
If you're using USB bus power, be sure that the USB port that's being used is supplying at least 240 mA of USB bus power--as this is what is required to power the DUO-CAPTURE EX.
If a power supply is being used, be sure that it's a Roland brand PSB-100/120/230/240 or PSB-1U power supply only--3rd party power supplies can cause the unit to not operate properly.
Check Power Management Settings (Windows only):

Click on the Windows (or Start) icon on the bottom left of your screen.
Select Control Panel. The Control Panel window will appear.
On the top-right of the Control Panel window, set the “View by:” to “Small Icons”.
Click on "Power Options."
In "Choose or customize a power plan," select "High performance" or "Show additional plans."
In the High performance area, click "Change plan settings."
Click "Change advanced power settings."
In the Advanced Settings, click the “+” symbol for "Hard Disk," and click the “+”symbol for "Turn off hard disk after" to open it.
Click "Setting (Minutes)," and click the down arrow to change the setting to "Never."
Click [OK] to close the Power Options window.
Close the "Edit Plan Settings" screen.

If the problem still continues, test the DUO-CAPTURE EX on a different computer to determine if the issue is with the DUO-CAPTURE EX or the computer.