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DUO-CAPTURE EX, UA-22: SYMPTOM: Driver Will Not Install (Windows 10)

  • Updated

The following is troubleshooting information in the event that the Windows 10 driver will not install:

Notes:

  • The computer automatically downloads the Windows 10 driver from the Internet when connected to the computer.
  • Windows 10 Mobile is not supported.
  • This driver cannot be used in a virtual Windows environment, such as Hyper-V or Virtual PC. Mac computers running Microsoft Windows are not supported.

 Troubleshooting:

  1. Be sure that the COMPUTER tab on the back of the DUO-CAPTURE EX is set to either "44.1" or "48" and not "TAB". When the DUO-CAPTURE EX is set to TAB, the driver modes are ignored and the interface is setup to be connected to a tablet (i.e. iPad). If this needs to be changed, close down all software, turn off the DUO-CAPTURE EX, change the switch to 44.1 or 48 and then power DUO-CAPTURE EX back on.
  2. Be sure that the computer has a stable internet connection. One way to test this is to open a browser and try to watch a video online (e.g. www.youtube.com). If the video freezes or doesn't play, there may be a connection issue with your internet service provider. In this case, contact the internet service provider for assistance.
  3. When installing, you must log on as a user with administrative privileges on your computer.
  4. IMPORTANT: Close system monitoring/anti-virus software before installing.
    1. Temporarily turn off Windows Defender:
      http://www.wisecleaner.com/how-to/119-how-to-turn-off-windows-defender-in-windows-10.html
    2. If other system monitoring software such as anti-virus or anti-trojan programs are installed on the computer, you must temporarily turn them off until you’ve finished installing the driver.
  5. Close down all open software and windows so that the desktop is the only item visible on the screen.
  6. 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.
  7. The computer's device recognition may have failed. Disconnect the USB cable from both the DUO-CAPTURE EX's and the computer and then reconnect both.
  8. Try a different USB port on the computer.
  9. Try a different USB cable.
  10. If you are using batteries, try brand new, unused batteries.
  11. Try having Windows 10 search for the update:
    1. Connect the DUO-CAPTURE EX to the computer via USB.
    2. On the bottom left of the Windows 10 screen, click on the search box and type "update".
    3. Then select "Check for updates".
    4. Click on the "Check for updates" box. The driver should install automatically after a few minutes.
  12. If the DUO-CAPTURE EX is connected but cannot be used after waiting for 10 minutes, try installing the driver manually
    • Connect the DUO-CAPTURE EX to the computer using a USB cable.
    • Right-click the start button and then click "Device Manager".
    • In the View menu, click "Devices by type".
    • Click "Sound, video and game controllers" or "Other devices" to display the DUO-CAPTURE EX (or UA-22) device.
    • When the DUO-CAPTURE EX (or UA-22) device appears, right-click it, and then select "Update Driver Software".
    • Select "Search automatically for updated driver software".
    • Your PC starts searching for the driver, and the driver is installed automatically.
    • The installation is completed if the "Windows has successfully updated your driver software" message is displayed.
    • Click "Close".


If the "System Settings Change" dialog box appears, click [Yes] to restart Windows.
  13. If the problem continues, test on a different computer (if available) to rule out a malfunction.

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