Having USB communication issues with a Torpedo unit
Are you experiencing USB communication issues between your USB-equipped Two notes device and encounter the following window while your unit is connected via USB to your computer?
Your issue might strongly be linked to:
- A fault with the USB cable. Please note, USB-A to micro-USB cables are fragile - as such, they can suddenly stop working as a “Data Cable” but can still operate as a “Charging-only Cable”
- Use of a “Charging-only Cable” as opposed to a “Data Cable” required by our Torpedo Devices
To troubleshoot your connectivity issue, please action the following checks:
- Remove any USB hub - or USB extension cable - between the Two notes device and your computer to ensure a direct connection between the unit and the computer
- Please try multiple different compatible USB cables and different USB ports on your computer
- Please also test each USB cable between your phone (or a similar mass storage device) and your computer. If the storage device is seen by your computer, transfer data from the storage device to your computer (i.e. a photo, a doc, etc.). This step will help determine if the provided cable is working and if it is the required “Data Cable” variant. Please note, it is virtually impossible to tell the difference between a “Charging-only Cable” and a “Data Cable” without trying to transfer a file between a mobile device/mass storage device and a computer
If none of the steps listed above solve your issue:
- Please submit a ticket on the Two notes Helpdesk
- Please attach the Torpedo Remote log file to the ticket (see here)
- Please also submit your full contact details (name, address, email address & phone number) as the team may need to send you a Two notes USB cable for a further evaluation
Having issues?
Our support team is here to assist you! For any enquiries, please head over to our Help Desk and submit a ticket to speak directly to one of our in-house specialists.
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Please be advised, we are currently running a limited Help Desk Service from the 20th December 2024 to the 13th January 2025. Rest assured, your enquiry is of the utmost importance to Two notes Audio Engineering and our support team are committed to resolving your enquiry as a matter of priority upon their return. |