When suspecting issues with the USB ports on the operator panel, there can be multiple causes.

1. None of the USB ports work

The first possible cause is that the USB device plugged into the port is faulty. Check if the device being used for testing works at all by plugging it into a USB port on the PC. If this still does not work, the USB device or the port on the PC is faulty. Besides this, there can be multiple causes for the issue.

1.1 There is a fault in the USB cable

Verify that the operator panel is plugged into the PC using a USB-A to USB-B cable. The supplied cable can be locked into place using the two screws on the plug, for this reason, it is always advised to use the included cable in favor of an aftermarket cable.

Check if the cable works by plugging it into a different USB-B device if one is available.

Additionally, temporarily remove the external power cable (if used) and see if the Power indicator on the front of the device lights up orange. If the indicator is dark, the cable or operator panel may be broken.

Lastly, the operation of the cable can be checked by verifying that the operator panel gets detected by the software. This can be checked on the operate screen. There will be a message "OP communication start".

Correctly working operator panel device as signified by the OP communication start message.

Try a different cable than the one being used to verify the cable to be the culprit.

1.2 Windows selective suspend is suspending the device

It is unlikely to cause an issue on all USB ports of the operator panel, but the Windows selective suspend setting may cause the operator panel to not work correctly. Refer to Chapter 2.2 of this article for a resolution to this issue.

2. The Ext. Powered USB ports do not work

When the USB ports labeled "Ext. Powered" do not work, there can be two causes. Verify if one of these is the cause of the problem first.

2.1 The external power supply is not used or defective

Two of the five USB ports can only be used when external power is applied because the USB port from the PC cannot be expected to supply enough power for all five USB ports plus the operator panel itself.

The operation of the power supply can be verified by the color of the Power indicator on the front of the device. An orange indicator means that the device is powered by the USB connection. A green indicator means the device has detected external power and has switched to using the external power.

USB-powered (left) vs Externally powered (right)

Verify that you are using an original power supply, or that the power supply used is compatible. The power supply has to be 24V DC 1A with a center-positive 5,5 x 2,1mm barrel plug.

2.2 Windows selective suspend is suspending the device

Windows includes a feature to put USB devices in a low-power state when no devices are being used. This will save energy on battery-powered devices but can cause issues with certain USB devices. The externally powered devices cannot recover from the low power state and will therefore not work.

When experiencing issues with USB devices connected to the USB hub, we advise turning off USB selective suspend for the utilized Windows power plan.

This setting is available in Settings -> Power & Sleep -> Additional Power Settings -> Change Plan Settings (for the current selected plan) -> Change Advanced Plan Settings -> USB Settings -> USB selective suspend setting.

USB selective suspend setting

After applying this setting it may be necessary to unplug the operator panel and plug it back in. Additionally, it is important to apply this setting to any of the power plans that may be used when working with your machine.

3. One specific USB port does not work

When multiple USB ports of a similar type (Ext. Powered or regular) do not work it is most likely one of the above causes. However, when only a single USB port does not work and the device used to plug into it is verified to work correctly, that specific port is most likely broken.

Defective products can be sent in for repair, visit our RMA page for the terms and the RMA form.