Check Physical Connection | Check Drivers/System | Contacting Support

Check Physical Connection

First, make sure you've determined whether the physical connection is a factor:

• Confirm all cables are firmly connected.
• If possible, test the connection with another computer, or at least a different USB port.
• If your setup uses an extension cable, please try a direct connection between the computer and your Logitech device.

Check Drivers/System

After all physical connections have been checked, please ensure the driver is properly installed.

For Windows users:

1. Access Device Manager.
   • Select Windows Start then type “Device Manager” in the search bar to the right of the start icon.
2. Open “Imaging Devices” and confirm if your Logitech device is listed. 
3. If not listed:
   • Try a different USB port.
   • Make sure Windows Update is enabled.

Note: Windows Update is a Microsoft service that automatically downloads and installs updates/firmware over the internet to the operating system. For more information on updating your products, platform software, Windows Update, and more, please visit our update guide here: Google, Microsoft & Zoom Room Update Guides.

For Mac users:

1. Select the Apple icon at the top left of the screen.
2. Select “About this Mac” in the drop-down menu, and then “More Info” in the pop-up box.
3. Scroll down to the bottom of “About” in the Settings window to “System Report…”
4. This pop-up window will show you all of the device information regarding your system including your device.

Contacting Support

If your issue continues after completing the above steps, please collect the following details and submit a support ticket for assistance.

1. Description of your setup, what other devices are connected, which computer operating system you are using, etc.

• Note: If possible, please include a Wiring Diagram.

2. Details of where/when your connection/recognition problem occurs.
3. Results of trying the steps in the article above as well as any other troubleshooting you have attempted.
4. Device serial number.
5. Enter this information into our Contact Support form.