# Troubleshooting

This page provides troubleshooting information to resolve possible problems you might experience while using SX Virtual Link.

- Please also visit our website at https://www.silextechnology.com/ for the FAQ and the latest information about our device servers.
- Please contact our customer support center if your problems are not listed in the online help or on our website, or are not resolved by the supplied information.

  Customer Support Center
  | E-mail
  USA; | support@silexamerica.com
  Europe; | support@silexeurope.com
  Japan; | support@silex.jp

- USB devices or device servers do not show up in SX Virtual Link.
- An error occurs when I connect to a USB device using SX Virtual Link.
- The last part of a job is not printed when I use the printer auto-connect function of SX Virtual Link.
- USB device is disconnected when a disconnect request is received.
- I can use and connect the device server in a wired LAN but cannot communicate with it in a wireless LAN.
- Wireless communication is interrupted or cut off.

### USB devices or device servers do not show up in SX Virtual Link.

If USB devices do not show up in SX Virtual Link, the local connection as well as network settings between the device server and your PC need be checked.

Solution | Please check that the LEDs on the device server and on the Ethernet Hub (the one to which the device server is connected) are lighting properly. If the LEDs are not working properly, replace the AC plug or cable and reboot the USB device.

Solution | Usually, it takes about 30 seconds for a device server to be ready after it is powered on. Please wait until the device server becomes ready, and then click Refresh button in SX Virtual Link again.

Solution | SX Virtual Link needs to be added to the exception list of your security software. For details on how to register to the exception list, refer to the FAQ on our website at https://www.silextechnology.com/.

Solution

First, check the IP Address of your PC.
To check the IP Address, use the Windows Command Prompt.

1. Select Start - All Programs - Accessories - Command Prompt.
2. When the Command Prompt is started, execute the ipconfig command.

> Example of executing the ipconfig command

> Microsoft Windows [Version 6.0.6001]
> Copyright (C) 2006 Microsoft Corporation. All rights reserved.
> C:\Users\username>ipconfig (Press Enter)
> Windows IP Configuration
> Ethernet adapter Local Area Connection:
> Connection-specific DNS Suffix . :
> IPv6 Address. . . . . . . . . . . . : XX:XX:XX:XX:XX:XX:XX:XX
> Temporary IPv6 Address. . . : XX:XX:XX:XX:XX:XX:XX:XX
> IPv4 Address. . . . . . . . . . . . : 192.168.20.10 (IP Address of PC)
> Subnet Mask. . . . . . . . . . . . : 255.255.255.0
> Default Gateway. . . . . . . . . :
> C:\Users\username>

Check that the IP Address of the PC is a proper address for communicating with the IP Address of the device server.
If the PC and device server are in the same network segment but use a different network number in their addresses, you need to change either the PC's or device server's address. Also, if there is a router between the PC and device server, check that the default gateway address is properly configured.

Solution

First, turn off the device server and open the Windows Command Prompt.
Ping the IP address of the device server.

1. Select Start - All Programs - Accessories - Command Prompt.
2. When the Command Prompt appears, execute the ping command.

> Example of executing the ping command when the device server's IP address is 192.168.20.20

> Microsoft Windows [Version 6.0.6001]
> Copyright (C) 2006 Microsoft Corporation. All rights reserved.
> C:\Users\username>ping 192.168.20.20 (Press Enter)
> Pinging 192.168.20.20 with 32 bytes of data:
> (When there is a reply)
> Reply from 192.168.20.20: bytes=32 time<1ms TTL=128
> Reply from 192.168.20.20: bytes=32 time<1ms TTL=128
> Reply from 192.168.20.20: bytes=32 time<1ms TTL=128
> Reply from 192.168.20.20: bytes=32 time<1ms TTL=128
> (When there is no reply)
> Reply from XXX.XXX.XXX.XXX: Destination host unreachable.
> Reply from XXX.XXX.XXX.XXX: Destination host unreachable.
> Reply from XXX.XXX.XXX.XXX: Destination host unreachable.
> Reply from XXX.XXX.XXX.XXX: Destination host unreachable.

> If there is a reply while the device server is turned off, it means there is another network device using the same IP address as the device server. In such a case, change the IP address of either the device server or the other network device.

Solution | Please check that the USB devices are powered on properly. If the USB devices are not powered on, power them on.

Solution

Please see the Web page of the device server.
If the message "An over-current was detected and the USB port shut down. Please reboot the device server." is displayed, bus power has been cut off. In such a case, unplug all USB devices from the device server and reboot it.
Please use the AC adapter bundled with your USB device if available.
If you are using USB devices that run on USB Bus power, it is recommended to avoid using two or more devices at once, so that the total power used does not exceed the maximum power capability of the device server.

Solution | If the device server is properly displayed in SX Virtual Link (in device server view) but the connected USB devices are not displayed, unplug the USB device and then plug it back into the device server again.

Solution | Please check that the cable is properly plugged in to both the device server and the USB device. If you have a spare USB cable, replace the cable.

Solution | Please check your device server's specification. To use USB devices that operate via isochronous transfer, you need to have a device server with support for isochronous transfer.

### An error occurs when I connect to a USB device using SX Virtual Link.

When a USB device is properly displayed in SX Virtual Link but an error occurs when it is connected, the USB device's specification as well as PC settings need to be checked.

Solution | Please check your device server's specification. To use USB devices that operate via isochronous transfer, you need to have a device server with support for isochronous transfer.

Solution

Please connect the USB device directly to your PC and see what happens.
If the USB device does not operate properly even if it is directly connected to your PC, the driver of the USB device is not installed on your PC properly. In such a case, please install the driver again.
For details on how to install the driver, refer to the operation manual that came with the USB device.

### The last part of a job is not printed when I use the printer auto-connect function of SX Virtual Link.

Solution

Extend the amount of time before SX Virtual Link disconnects from the printer after a job is sent.
Select the printer in SX Virtual Link's main window and click the Properties button . In the properties dialog, click the Connect tab and then click the Confirm button. In the window displayed, extend the time in the Time before disconnecting after print job is sent field.
For details, refer to How to Use a Printer.

### USB device is disconnected when a disconnect request is received.

Solution

Disable the auto-disconnect setting in SX Virtual Link.
Select the USB device in SX Virtual Link's main window and click the Properties button . In the properties dialog, click the Disconnect tab and clear the Allow auto-disconnect when a Request Use is received check box.
For details, refer to USB Device Operational Settings.

### I can use and connect the device server in a wired LAN but cannot communicate with it in a wireless LAN.

If you are using a wireless device server, please check the operating status as well as the wireless settings.

Solution | If a network cable is connected at power on, the device server starts itself in wired LAN mode. In such a case, unplug the network cable and restart the device server.

Solution | Connect a network cable to the device server and check the wireless LAN settings.

### Wireless communication is interrupted or cut off.

Solution | Please improve the position, location and radio conditions of the device server.

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