Palette doesn't show up in Mac OS USB list
AnsweredHi - I've tried trouble shooting the installation of the Palette App on my Macbook Pro multiple times.
The Mac doesn't show the Palette hardware in the USB list (in System Profile) and can't connect to the Palette core module.
If anyone has had a similar problem and knows how to fix it, please let me know.
THANKS -- Kevin
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Hey Kevin, sorry to see this happening.
If you're not seeing an entry for Palette Multi-Function Device in the system report, we can safely narrow down the issue to a USB port, USB cable/hub, or the Palette core itself.
Here's how to troubleshoot it:
- Remove any USB peripherals (ie hubs, extenders, etc) from between your Palette core and Mac; connect directly to a USB port.
- Switch the USB port you're connected to
- Switch the USB cable you're using to connect with
- If you have a second computer handy, connect the Palette core and see if it appears in the system report or device manager
Finally, if none of the above helps, please keep us updated—my colleague Mikayla will be in touch via email with next steps.
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Hi Andy--thanks for your reply.
We have actually done all of those things prior to contacting you (changing cables, removing all USB stuff, changing to other USB ports, and trying the same on a separate computer), still the same problem.
What shall we do for next steps?
Thanks, Kevin.
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In that case it's more likely to be the core. One of the cables you tried was the supplied one, correct?
For next steps: Please follow up via the email thread with support@palettegear.com; send your proof of purchase and shipping details. We'll get it sorted out.
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