Debugging USB Devices on Windows

Failing to detect a KeepKey

Here is Microsoft's default Debugging instructions.

On your Windows PC, you might experience a problem with a USB device. Older USB hubs and devices may be incompatible with Windows 10. I’ll help guide you through some troubleshooting steps you can try to help identify and fix the problem.

Things to Try First

• Try plugging the USB device into a different USB port.
• Try unplugging all other USB peripherals.
• If the USB device has a power switch, power the device off and on.
• Make sure you’ve tried restarting Windows.

View Your devices in the control panel

View your devices in the Device manager

Hardware and Sound/Device Manager

If either the control panel or device manager does not show the KeepKey or if they do not recognize the device as “KeepKey Interface,” you may need to update your USB drivers.

A helpful USB device installer is Zadig.io

Zadig
USB driver installation made easy. Zadig is a Windows application that installs generic USB drivers, such as WinUSB…
zadig.akeo.ie

(Be careful of the ads and installer clicks on the site)

Here is a direct link to download: https://github.com/pbatard/libwdi/releases/download/v1.5.1/zadig-2.9.exe

(WinUSB drivers are the default)

KeepKey Device Info on Windows:

• Vendor ID (VID):
  2B24
• Product ID (PID):
  0002

Common issues:

• Replace the USB cable.
• Remove any USB hubs and attempt to connect directly.
• Some users have reported adding a USB hub. This may change the VendorId of the device and can reset cache settings on Windows. If you have a USB hub handy, you can test this.

Advanced users can use the KeepKey CLI:

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(Note: Windows 7 is End of Life. KeepKey Desktop does NOT support Windows 7. It is not recommended you attempt it, but CLI users may be an option for advanced users.)

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