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GS-911 Diagnostics-v2304-2

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WayneC:
Tthe screenshot suggests the laptop is not completing connection to GS911, turn off USB power savings

JJ MARECHAL:
How to turn off USB power savings

For the installation of the Legacy version it is also necessary to connect the GS911 and the USB connection is done well without problem then why the Diagnostics blocks you it

WayneC:

--- Quote from: JJ MARECHAL on May 22, 2023, 08:36:07 AM ---How to turn off USB power savings

For the installation of the Legacy version it is also necessary to connect the GS911 and the USB connection is done well without problem then why the Diagnostics blocks you it

--- End quote ---

Good point, so probably not the issue, USB power savings is set in W7 Device Mgr

Perhaps log a support ticket with Hexcode as it is odd  https://www.hexcode.co.za/contact-us-1

Francois Barnard:

--- Quote from: JJ MARECHAL on May 21, 2023, 08:23:40 AM ---Good morning

Windows version: 7

GS911 red USB connection (no Wifi)
Old software already installed without problem (a French version provided at the time with my GS and the current Legacy without problem)

But impossible to install "GS-911Diagnostics-v2304.2" on the laptop I use to work on my R 1250 RT.

On the other hand installation on my office computer (W7 also) without problem.

Where is the bug?
THANKS

--- End quote ---

Hi JJ,

As Wayne correctly indicated the installer cannot open USB comms with your GS-911 device for some reason. Can you please make sure of the following before retrying the install:
- Restart the Laptop
- Close all other possible instances of GS-911 (Legacy)/GS-911 Wifi Utility, etc that might be open
- Run GS-911 Diagnostics installer as administrator: right-click and "Run as administrator"

If that still does not work, please send us the System info by Right-clicking on My Computer->Properties to show the Windows edition info (Service Pack, etc). My suggestion is to open a support ticket by sending a mail to support@hexgs911.com to help you get it working. But please note that our Windows 7 support is best effort: Windows 7 support has been ended my Microsoft themselves many years ago

Kind regards,
Francois

JJ MARECHAL:
Hello everyone

OK that works.
I swapped the usb key driving the mouse with the GS 911 and the mouse refused to work. I launched the installation of the Diagnostic version and the miracle it works perfectly.

So I did what was necessary to reactivate the other USB and everything was back to normal (mouse and GS911).

Thank you all for your info which helped me to solve the problem and sorry for the inconvenience.

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