If you are having difficulties connecting your Elevate to the web app, make sure you try the following:
1) CHECK YOUR CABLE: The first 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.
2) 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
3): 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.
4) 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 |
5): 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.
6) 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.