If you are having difficulties connecting your Elevate to the web app, make sure you try the following:
1) RESTART YOUR COMPUTER AND BROWSER: This should be the first step you take. Sometimes a quick restart can alleviate this issue.
2) CHECK OR SWAP YOUR CABLE: The next thing you should do is check to ensure your USB cable is working. Swap it out with a different one if needed. This is typically the culprit in many instances. Also ensure that if you are not using the stock cable that comes with the unit, that you are using a USB data cable and not a charge-only cable.
3) TRY A DIFFERENT USB PORT: Try plugging your unit into a different USB port on your computer to see if this alleviates the issue as well.
4): ENSURE YOUR UNIT IS POWERED ON: The Elevate will need to be powered on in order to connect to the web app. Make sure your 9-12v power supply is secured in your unit and that the Elevate is powered on completely.
5) CHECK YOUR BROWSER SETTINGS: It is possible that your browser may have settings which are restricting access to your unit. Check the following settings in your browser:
| ENTER IN CHROME'S ADDRESS BAR | REQUIRED SETTING |
|---|---|
chrome://settings/help | Version 89.x.x or later |
chrome://settings/content/usbDevices | Sites can ask to connect to USB devices |
| chrome://settings/content/hidDevices | Sites can ask to connect to HID devices |
| chrome://settings/content/javascript | Sites can use JavaScript |
If you are using Microsoft Edge, try the following:
| ENTER IN EDGE'S ADDRESS BAR | REQUIRED SETTING |
|---|---|
| edge://settings/privacy/sitePermissions/allPermissions/usbDevices | Toggled on |
| edge://settings/privacy/sitePermissions/allPermissions/javaScript | Allowed |
6): CHECK YOUR BROWSER POLICIES: System administrators often use policies to lock down browser features for security reasons. To check these policies:
- In Chrome: Navigate to chrome://policy
- In Edge: Navigate to edge://policy
Look for any policies with "WebUsb" or "WebHid" in their names.
7) CHECK YOUR SECURITY SOFTWARE: If you are using third-party anti-virus, anti-malware, or corporate EDR/DLP software, you may also need to do the following:
- Temporarily disable the security software to see if the issue is resolved.
- Check the security software's logs for any blocked activity related to Chrome, Edge, or the specific USB device.
- Create exceptions or "allow" rules within the security software for the specific application or device.