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Troubleshooting: USB
USB Problems: Proper USB connectivity is essential for
error-free performance of the R5000-HD. USB 2.0 is mandatory, since the
speed requirement for streaming HDTV data is not met otherwise. It is
recommended that whenever possible, to use the embedded USB controller
available on your motherboard. PC manufacturers work closely with
vendors to ensure compatibility between the various components included
with their products. If there are driver or firmware updates, you are
more likely to have the latest fixes already in place by the
manufacturer. With add-on cards it is up to you to resolve any issues.
You may report a problem with USB card "A" when used with
motherboard chipset "B" to the manufacturers but the likelihood
of it getting attention is a lot less than if a major manufacturer
of computers has a similar problem that can potentially affect thousands
of customers.
That being said, there are times when you must use an add-on USB card,
or the embedded controller is presenting problems. These may include
halted transfers, corrupt data or hard crashes. These differ from an
exception generated by an application which is more gracefully handled
by Windows. USB hosts that perform satisfactorily
doing things like downloading pictures from cameras, etc., can be of
varying quality when it comes to handling real-time, streaming data. The first
recourse is to always check with the manufacturer for any driver updates. Use the Device
Manager to update or "roll back" drivers on a particular
device to check if the issue is resolved.
Re-installing drivers is almost always of little or no use. Windows Device Manager
will inform you if the device is working properly or not, and
re-installing a driver should not be undertaken as a first response.
Early feedback has shown that USB PCI cards
manufactured using NEC or Intel chipsets have been the most consistently
trouble free and have yielded very good results. Since it is often hard
to discern what chipset is used in a particular brand of USB card, we
hope to present a supplier matrix at some point in the near future.
R5000-HD Driver: There are currently no known issues associated with the
driver included with the R5000-HD. In the event an update is required, it
will be made available in the download area with instructions on how to
install it. In the event that Windows presents an "Unrecognized
Device" message upon plugging in the R5000-HD, this can usually be
resolved by clicking on the tray message and following the advice
(Windows will advise you to re-attach the USB device). Unplug it, wait
at least 5 seconds and then re-attach it. If Windows still fails to
recognize it, unplug it again, leave it unplugged and then also unplug
the your STB from its AC power source. Wait for 5-10 seconds, then first
plug in the R5000-HD to the USB port and wait for Windows to recognize
it. Now, start the R5000-HD application and make sure it can communicate
successfully across the USB connection (should end up with a
"Ready" message). Plug in the receiver and use as normal.
In the event that the USB device is still unrecognized or ignored when plugged in, there could be a hardware failure and your
R5000-HD may need to be returned for service. Always consult with
Nextcom before returning any equipment and obtain a repair
authorization.
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