Hardware Not Detected by PaletteApp

 

In rare cases, PaletteApp may not recognize a connected kit, displaying the above graphic instead. Here are some steps to ensure that your kit is connected and recognized properly:

1. Verify your USB connection

• USB hubs can cause instability; connect the core directly to your machine for best results.
• Check your USB cable for any foreign objects, bends, or breaks; try another USB cable.
• If you're connecting to a tower, try connecting to a rear port rather than a front port. These are generally more reliable as they are mounted directly on the motherboard.

2. Quit and Restart Palette Processes

macOS

1. Open Activity Monitor
2. Search for Palette
3. Quit all instances of PaletteApp and Palette Service (or Palette Service Helper)
4. Re-open PaletteApp

Windows

1. Open Task Manager
2. Locate PaletteApp and Palette Service (or Palette Service Helper) under the "Processes" tab
   Note: These will be under Apps and Background Processes, respectively, on Windows 10
3. End all matching tasks
4. Re-open PaletteApp

3. Connect the Core module by itself

• Remove all other modules and connect ONLY your core.
• Check modules for signs of damaged or missing contacts along each edge. Re-attach modules one-by-one to check for connectivity.

4. Try a clean re-installation of PaletteApp

• Follow these steps to clear all PaletteApp files from your system and re-install fresh
• Restart your computer after re-installation

5. Check your System Report for Palette hardware

macOS

• Select the Apple icon from the top left corner of your display
• Choose "About this Mac"
• Choose "System Report" from the lower middle (example above)
• Choose "USB" from the left sidebar
• Verify that "Palette Multi-Function Device" is listed. If it is not, please contact Palette support.

Windows

• Using Windows search bar, search and select "Device Manager" or "devmgmt.msc"
• Select "Sound, Video, and Game Controllers"
• Verify that "Palette Multi-Function Device" is listed. If it is not, please contact Palette support.

6. Re-install the Palette Core firmware

• Ensure that your kit is connected directly to a USB port; do not use a USB hub when re-installing firmware.
• Follow the steps here to re-install your Core firmware.

Contact Us

If the above steps do not resolve the issue, please contact our support team so that we can help.