if your unit does not show up in your web browser, for updating or sample management etc, then there are a number of troubleshooting steps that you can take yourself, before contacting support. first and foremost:
- make sure your unit and computer are on and properly powered.
- try to connect using a different usb port in your computer.
- try to connect using a different usb cable.
- try a different computer altogether.
on macOS you can try opening the System Information.app:
Macintosh HD > Applications > Utilities > System Information.app
- open the Hardware tab on the left.
- select USB.
- see if you can find the unit listed in the USB Device Tree section.
if your unit is visible here, it means that the usb cable is working and that the unit is correctly detected by your computer. this means the issue is with the web browser.
- make sure you are using a web midi compatible browser.
- try using a different web browser, or a browser window in incognito mode.
- make sure to allow web midi or try resetting the web midi permissions.
make sure to allow the use of web midi:
if you've accidentally blocked web midi access you can manage and reset this setting:
you can manage and reset the web midi settings for your browser:
try connecting again, and if it still does not show up in system information.app or in your browser then feel free to contact support for further assistance.