Files that will be requested:
1. A Support Report from the AnywhereUSB Plus WebUI (Latest view):
System [Drop down menu] -> Support Report -> Small download button in upper right
2. A Support File from the Manager:
Help -> Create Support File
(If this is not present, such as in the Linux Manager, provide the output of Help -> System Messages as well as look for ~/.AnywhereUSB/awusb.log*)
3. A screenshot of the Windows Device Manager section with the USB device present (If possible, before and during).
4. A screenshot of the AnywhereUSB Plus Manager window while the issue occurs.
General questions that will be asked:
Have you attempted the latest firmware and Manager versions?
When did this issue first occur, what is the occurrence rate?
Is this a physical machine or a VM?
Is RDP in use during this issue?
What is the Ping between the PC and the hub?
Have you already tried troubleshooting suggestions offered in any Digi KB articles? If so, which KB article(s)?
What is the model of USB device in question as written physically on it?
What must be done to recover? For example, does power cycling the AnywhereUSB Plus recover?
If the unit is digitally inaccessible, what is the status of the light/LEDs physically on the unit?
If you attach a "wired" USB keyboard to the AnywhereUSB, in place of the USB device in question, does the USB keyboard work? This is a simple test - just open Notepad and type on the keyboard.
Does the USB device in question work as expected when connected directly to a physical (as opposed to virtual) computer?
Last updated:
Dec 31, 2024