Known issue with USB-to-CAN V2 and recent Windows 10 updates?

Hi,

We have a fairly simple software tool which has been running on a laptop with a USB-to-CAN V2 without problems for over a year. Suddenly in May 2021, it stopped working.

We’ve reinstalled Windows 10 from scratch, installed the VCI 4 driver, and retried with the same results. In our software and in CANanalyser, it appears as though both channels are disconnected Both channels behave identically (no activity) if I try to send a message on CANanalyser.

I’m able to use the same USB-to-CAN V2 several other laptops running Windows 10 and if I send a message on channel 0 in CANanalyser I see some activity.

The other laptops I tested on are running Windows 10 Enterprise 18363. The laptop where it’s not working is running Windows 10 Professional build 19042 which lines up with the issue starting in May…

I’m planning to try a few of the troubleshooting tips suggested here in the next week. I’ll try updating the firmware on the USB-to-CAN V2 and I’ll try running it using a powered USB hub.

Wondering if anyone here can help me understand whether there is a known issue introduced by the recent Windows release which may have caused the device to stop working suddenly only on that laptop.

Hi @calb,
I haven’t heard of any issues with new versions of windows 10.

Does the device show up correctly in device manager? Try uninstalling the device from device manager then scanning for device changes to make sure it is picking up the new driver.

Deryck

Yeah, it shows up in device manager, and it shows as registered to the Ixxat VCI 4 driver (not a generic usb device). I did initially try your suggestion un/reinstalling in device manager. Like I said, we also had the entire laptop wiped and Windows reinstalled, then the VCI driver. Still no luck.

It seems that communication with the USB-to-CAN V2 works correctly. It shows as connected in our custom software and in canAnalyser. But communication with the CAN device doesn’t work, only on this particular laptop, and only as of last month. Before that it worked fine.

I would think the issue would be with the CAN phy besides the fact that its working on other PC’s. Is there an update for the USB drivers or chipset on that pc?

Have you updated the firmware on the USB to CAN yet?

I am going to open a case in out ticketing system to see if the Ixxat engineers have any input.

My colleagues had the following questions regarding the setup.

  1. The laptop where it’s not working is running Windows 10 Professional build 19042
    which lines up with the issue starting in May…

1.1. Could you please update to Windows 10 20H2 and
let me know if the problem still occurs?

1.2. Could you please let me the exactly Laptop type?

  1. We’ve reinstalled Windows 10 from scratch, installed the VCI 4 driver

    Could you please let me know the exactly VCI V4 version number?
    VCI V4.0.939.0? (See the “control panel | programs and features | IXXAT”)

  2. Could you please let me know the product version of the used USB-to-CAN V2.
    (You can find the product version on the label of the USB-to-CAN V2)
    (or please send me a photo of the label on the USB-to-CAN V2)

  3. Which firmware is running on the USB-to-CAN V2?
    (You can find the version of the running firmware in the device manager
    “USB-to-CAN V2 properties | hardware info”)

    Please update the firmware up to V1.7.0 if any older firmware are running
    and let me know if the problem still occurs.

  4. I’ll try updating the firmware on the USB-to-CAN V2 and
    I’ll try running it using a powered USB hub.

    Could you please let me the result?

  5. Does the problem occurs with another USB-to-CAN V2 on this laptop?

  6. Could you please let me know the use case of your USB-to-CAN V2?

Hello @calb,

Any more details on this before I mark this as solved?

Hey deryck,

I’ll be doing more troubleshooting on this issue later this week, and I can provide an update then.

Thanks.