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Hue + not detected by CAM

Kraken 61 no problem but Hue + is not detected. Reinstalled the software, no welp, swapped usb headers between kraken and Hue, no help. Running latest CAM software as of today

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    Pimmp shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →
    completed  ·  AdminJohnny Hou (Product Team, CAM ) responded  · 

    Hi everyone,
    I’m going to list some troubleshooting steps here. If you’ve tried all of them and HUE+ is still not detected, I would recommend contacting our customer service team for a replacement. So here are the steps:

    1) Check to see that your HUE+ unit and LED strips are lit up. If the strips are not lit up that means you have not connected them properly or they are malfunctioning. Make sure to connect the 5V to the 5V at the end of the strips.
    2) If everything is connected properly and it’s all lit up, try performing a fresh installation of CAM. You may have missing drivers and that’s why you can’t see the HUE+ tab.
    3) If step 2 doesn’t work, try cycling the USB connection by unplugging the USB header and either re-plugging it back in or using a different USB header.
    4) Some users have reported having faulty USB cables so if you have a spare one around try it. We are aware of this issue and are working with the hardware team to ensure we have quality cables in the future.

    If none of the above steps work, please submit a bug report through CAM. Sorry for the inconvenience you guys are facing. I really hope everyone can get their HUE+ working!

    78 comments

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      • Michael M commented  ·   ·  Flag as inappropriate

        I was having this problem the other day and none of the solutions here were of any help to me. So I tried figuring out on my own and was successful. This worked for me but there is no telling if it will work for you. You will also need to have CAM already installed.

        First in devices and printer I saw MCP2200 USB Serial Port Emulator. Just leave that alone. If you removed it just unplug the hue+ and plug it back in and it should come back.

        Next head over to Device Manager. For me there was a section called Ports (COM & LPT). In the drop down the only device I had was USB Serial Device (COM3). Right click it and go to properties.

        Go to the Port Setting tab and under Flow control select Hardware. I'm not sure why this made a difference but it did. Do not change any other setting in this tab.

        Next go to the driver tab and select update driver.

        Next click on browse my computer for driver updates.

        Then pick the Let me pick from a list of available drivers on my computer.

        On this screen I had 3 options. The currently selected one was USB Serial Port.
        Change it to one that says USB Serial Device then click next.

        After that restart your computer and relaunch CAM and it should work.

        If it doesn't then I'am sorry because it is what I did and it worked for me.

      • Billy Littlefield commented  ·   ·  Flag as inappropriate

        +1 to Zdravko Stoychev's solution below, that worked for me.

        1. Search Windows for 'Services'
        2. Find 'Device Install Service' and 'Device Setup Manager'
        3. For each, right click then set startup to 'Automatic'
        4. Apply changes

      • Stan Evans commented  ·   ·  Flag as inappropriate

        Hello everyone. I suffer with your pain as I share your frustration trying to get this garbage to work. What's really confusing is why won't NZXT just tear the device down and rebuild it from the bottom up! The same should be done with CAM. All this would hopefully result in a workable device. ALTERNATIVE: Refund our money! However, we will never be able to recover the wasted time we've spent trying to do NZXT.s job.

      • RegretBuyingNZXT commented  ·   ·  Flag as inappropriate

        This is what fixed it for me:

        Remove the internal micro USB cable that comes with your Hue+ or Grid+ V2 and replace it with a "normal" micro USB cable (something you would use for your phone for example).

        You can either route that cable outside of your case into your motherboard, or use the USB connection of the NZXT Internal USB Hub. Works!

      • Zdravko Stoychev commented  ·   ·  Flag as inappropriate

        Found solution for me:

        Preamble: I had issues when the Hue+ had not been detected in CAM. If I did unplug and plug the USB from motherboard, Hue+ was detected in CAM (needed to restart of the CAM first). So it was really annoying to remove case`s glass panel for just this.

        Reading other comments here, I have discovered that there were two Windows services set to Manual start mode - the "Device Install Service", and "Device Setup Manager" services. I set these to "Automatic". Then after PC restart the Hue+ was properly detected in CAM.

        Hope this helps!

      • Connor commented  ·   ·  Flag as inappropriate

        Yeh I'm at a loss too. My hue+ was working when I first got it but now the "HUE+" tab won't show up in my CAM program. After I restarted my PC it stopped working. I'm not really sure what to do, I've replaced the cable, USB plug in location, I've reinstalled the software, went into x64 chipset drivers and tried a install and repair and still nothing. If anyone has an idea please let me know. Thanks.

      • David Autrey commented  ·   ·  Flag as inappropriate

        I went to Devices and Printers and removed Asetek USB Device and MCP2200 USB Serial Port Emulator then unpluged the usb from the Hue+ installed the driver through CAM and after a reboot was fine
        Ive done this twice once on install and once after v.3.3.3 update no issue for bout a year after install should be fine this go round
        always wait to update CAM check support often

      • Sonny commented  ·   ·  Flag as inappropriate

        Here I thought I was the only one with the problem.

        So here's my case, I got my Kraken x62 working a few days back, with all the RGB goodness and all. But since I updated the damned software yesterday, the HUE+ controller can no longer be found. I've tried switching USB slots, reinstalled drivers etc. but nothing worked. Apparently, the only thing that does work is reinstalling my previous download of the freaking software and not updating it, and I DON'T WANT TO DO THAT EVERY FREAKING DAY!!! I mean come on NZXT, stop publishing updates if it's not gonna work perfectly or at the very least work like the previous version of the software. Gosh!!! I do hope it gets a fix soon though, cause regardless of the crappy software bugs, NZXT still remains to be my best bet in AIO coolers. I just really had to say what's on my mind. Cheers!!!

      • Anonymous commented  ·   ·  Flag as inappropriate

        I have to constantly uninstall & reinstall CAM to get the lighting options back. I am inches away from saying "the hell with it". It's not the crap cable that came with the unit but the terrible software. NZXT continues to pump out new cases & products before completing some actual quality control on what is existing. CAM is what is stopping NZXT from being one of the best in their market.

      • Anonymous commented  ·   ·  Flag as inappropriate

        Right... I had the hue+ for more than 2 months and was working fine. Suddenly it stopped...

        To describe the issue first:
        -The light on the hue+ is on
        -The fans have no light in them
        -hue+ doesn't show up in cam

        Note! the first time I ran the fans a few months back they didn't light up until I put the cam and restarted the pc.

        What I have tried till now:
        -PCI updates (MEI), thats the device manager -> software devices
        -reinstall cam (more than 5 time)
        -changed the usb port
        -tried another usb cable
        -CHECKED THE CONNECTION, seriously, its fine
        - I also tried the \Driver Installation Tool\ but it doesnt seem to want to run on my os, asks me to contact the retailer

        If anyone has any other suggestion I am willing to try :)
        Hope someone can solve this problem :/

      • Logan Stewart commented  ·   ·  Flag as inappropriate

        Here's how I resolved my issue (after either seeing I couldn't use some of the fixes listed, or other fixes just not working):
        In my device manager, I saw that the PCI Simple Communications Controller had not installed any drivers. Once I manually found and updated the drivers for that, it worked outright for me!

        Hope this can help at least one person.

      • Anonymous commented  ·   ·  Flag as inappropriate

        Resolved:

        Check in device manager if there is any faulty driver in the USB section.. if you see a warning update the driver and your HUE+ driver will be installed

      • Kyle commented  ·   ·  Flag as inappropriate

        The solution superb mentioned "C:\Program Files (x86)\NZXT\CAM\ChipsetDriver\Driver Installation Tool\x64" worked for me but on windows 10. thanks!

      • superb commented  ·   ·  Flag as inappropriate

        I just figured it out for my problem: There were two services disabled on my Windows 8.1, the "Device Install Service", and "Device Setup Manager" services. I set these to "Automatic", started the "Device Install Service", then installed the driver by finding the .ini file in: C:\Program Files (x86)\NZXT\CAM\ChipsetDriver\Driver Installation Tool\x64 or if you're a 32bit system: C:\Program Files (x86)\NZXT\CAM\ChipsetDriver\Driver Installation Tool\x86

        The driver installed. I opened CAM, and it recognized it, and it is doing the firmware update as we speak.

      • superb commented  ·   ·  Flag as inappropriate

        Just bought one of these a few weeks ago for Christmas. Finally opened it yesterday. Did a lot of rearranging in my case (I have the original Hue, and had another pair of led strips to replace with the Hue+).

        Hue+ powered on, all white light on the leds. Went to Windows with the latest CAM version installed. Went to "Install NZXT Drivers" (I already have the Kraken X40 installed), it started installing, then it did nothing. Rebooted. Still no Hue+ in CAM. After some research, I found it wasn't installing the drivers. Tried uninstalling, and reinstalling to the version 3.1.37 Frank Hank posted with no results.

        I tried going to the Device Manager, uninstalling the MCP2200 Serial Bus driver and rebooted. Nothing.

        Tried going to where the drivers are located in the NZXT folder in Program Files. When I tell device manager where it is, it returns with a "The data is invalid" error for the driver, and doesn't install.

        Tried changing out the USB cable with an external one, and plugged it in the back. Nothing.
        Tried power cycling/unplugging the USB and Power while the PC was on. Nothing.

        Now I've gotta wait until support contacts me, or I find a decently working solution. Meanwhile, my computer is half apart while I wait to see if I can put it back together, or rip this thing back out and prey it works in my second PC.

      • Anonymous commented  ·   ·  Flag as inappropriate

        Hi,
        Had same problem, HUE+ didn't work.
        Tried solution suggested by Frank Hank here in the comments. IT WORKS! Just use his link for 3.1 version of CAM software. Thanks a lot !!!

      • eros commented  ·   ·  Flag as inappropriate

        caray que dolor de cabeza,....me pasa igual, las cintas led son indetectables ahora, por mas que instalo y reinstalo la aplicacion cam, a lo mucho que da en luz blanca y otras no prende para nada, sera la calidad de esos productos nose, pero si fueran baratitas no molestaria mucho, pero no, ojala sea posible una solucion ya que empezaba a creer en NZXT y solo me esta dando resultados nada alentadores, saludos y alguien por ahi con alguna solucion?.

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