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
- Open Activity Monitor
- Search for Palette
- Quit all instances of PaletteApp and Palette Service (or Palette Service Helper)
- Re-open PaletteApp
Windows
- Open Task Manager
- 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 - End all matching tasks
- 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.
Comments
0 comments
Please sign in to leave a comment.