Troubleshooting: No Connection to the Device

Modified on Mon, 23 Oct 2023 at 04:11 AM

The following messages can appear in the software application:

"The device is not connected to a USB3.0 port".

This message is shown when the USB cable of the device is not connected to a USB3.0 slot (with SS symbol). Please connect the USB cable of your imaging device to a USB3.0 slot in the laptop. The stickers below are placed on the laptops accompanied by the Omni, indicating correct and incorrect USB3.0 ports.

"Please connect the device", even though the USB cable was plugged into a USB3.0 slot of the laptop and the power cable is connected.

When this message is shown, it could be the case the the USB cable was connected before the power cable. When this is the case, please disconnect all cables, connect the power first and then plug in the USB cable.

"Please connect the device" or "Please connect to USB3.0", still exists even though the power is connected first and the USB cable is connected second. 

Try connecting the USB to another USB3.0 slot in the laptop/tablet. If this message persists, there could be an issue with the USB3.0 drivers in your system. If automatic updates are turned on, the USB drivers can be set non-functional. Ensure automatic updates are turned off and manually install available updates when the Axion device is not running. When this was the case, restarting your laptop should resolve your issue. 

If these troubleshooting steps did not resolve your issue, feel free to send an email to and we'd be happy to help!

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