Driver installation problems

Symptom: You receive an "Access Point Not Detected" error when opening the configuration dialog in Mobility Lab or Moveo Explorer

Symptom: Some or all of your hardware does not show up as detected in the Motion Studio configuration dialog.

Note: Make sure that you are using a USB cable that can be used for both charging and data transfer. Some USB cables provided by phone manufacturers, for example, are only intended for charging purposes and lack the ability to transfer data. Using such a cable will manifest similar symptoms as not having the drivers installed.

Note: the following information only applies to the Windows operating system. Linux and Mac OSX do not require driver installation in order to use our hardware.

The problem: Drivers are not installed

The drivers needed for our hardware devices are installed during the our software installation process (e.g., Mobility Lab). If you skipped this process, you may have to manually install them. Re-installing them will also force your operating system to search for attached hardware and try to install the drivers again, which may help in some situations.

Solution: In the installation folder for your installed APDM application and double click on the "dpinst.bat" file. This will guide you through the installation process for all of our hardware drivers. There are several of them, as this will install the drivers for all versions of our hardware components. After this is complete, your hardware should be detected when plugged in and the drivers should be installed automatically.

The problem: Driver installation stuck on "Searching Windows Update..."

As of Windows 7 Microsoft has enabled installation of drivers from Windows Update by default. That means when you plug in a USB mouse, printer, keyboard or one of APDM's USB devices, you need to wait for Windows to finish searching for the driver on its Windows Update servers over your internet connection. This can even happen if you just move a USB device from one port on your computer to another. The process of searching the Windows Update servers for a driver can sometimes result in long wait times for your devices to be installed correctly. In some situations, it may prevent successful driver installation completely. For example, some hospitals, universities, and other institutions may disable outside connections to Windows Update to keep their network of computers more maintainable and safer from intrusion. Unfortunately, this can also prevent your hardware from working correctly. The process of contacting the Windows Update servers is unnecessary, as our software packages install all of the required drivers locally on your computer, and there are no drivers on the Windows Update servers to find.

Multiple Solutions

  • Skip Windows Update for an individual device. When the driver installation is underway, there is typically a graphical tool visible in your toolbar that opens up the "Driver Software Installation" dialog. Here you may see an entry indicating "Searching Windows Update...". If you look at the bottom of this dialog, you are provided with option to "Skip obtaining driver software from Windows Update". Click this if the installation process appears stuck, and the installation should proceed without issue.
  • Disable your network connection. In some cases, the above fix does not work, and the installation dialog gets stuck on the "Searching Windows Update..." even if you click on the button to skip this process. If this is the case, turning off your internet access forces Windows to skip the process of contacting their servers. Note, however, that if the "Driver Software Installation" dialog is still open even after you have clicked the option to skip the process, you may have to first reboot your computer (or kill the process from Task Manager if you know how to do that). Here are the proposed steps: 1) unplug all APDM devices from your computer, 2) reboot your computer, 3) turn off networking, 4) confirm you network is disabled by attempting (and failing) to connect to an external web site from a browser, 5) plug in your APDM devices, 6) wait for your drivers to all install, 7) re-enable networking.
  • Change the search order for drivers such that your local computer is first checked. If you take this route, Windows will first check your local computer for an appropriate driver and will only contact the Windows Update servers if no local driver is found. Many people believe this is what the default Windows behavior *should* be, and there is little risk in making this change. To make this change, go to your search bar, type "Device Installation Settings", and select the matching option. Then select "No, let me choose what to do" and select second option "Install driver software from Windows Update if it is not found on my computer".
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