Throttle Quadrant 'Unknown Device' [Archive]

View Full Version : Throttle Quadrant 'Unknown Device'

g-eddy

7th November 2004, 06:22 PM

I am WinXP SP2, DX9c, FS9.1, FSUIPC 3.41 registered, and my machine is fully up to date with BIOS, MB drivers, Graphics drivers, and my CH Pro Pedals work perfectly throughout the problems I am having with the newly delivered Throttle Quadrant.
This problem occurs with or without the new CM Software 3.5.
The Problem -
The Throttle Quadrant appears to install normally under WinXP. It is recognised in the Windows, Control Manager/Game Controllers list and can initially be tested successfully in Properties, for the button and axes functions.
However, as soon as any attempt is made to set up the TQ in FS2004, with or without FSUIPC installed, it 'drops out', i.e. it becomes totally inactivated and Windows reports the TQ as an 'Unknown Device'.
It makes no difference if different USB ports are used and the only way to get the device activated again is to unplug it, wait for 10mins, or restart and reconnect. This usually gets Windows to recognise and install the TQ again, but only until an attempt is made to use it.
Does anyone have an idea what may be going on here?
This looks similar to the recent thread "Success!! CM 'No Devices Found' Solved".
In hope
Eddie J

Bob Church

8th November 2004, 01:06 AM

Is it coming up "Unknown" in the Device Manager or "Unknown" in the Game Controllers applet? In the first case, it would have to be a problem at enumeration time, I don't think I've ever seen that happen after it was successfully detected initially. The second case would be more likely. Joysticks show "OK" in the Game Controllers applet so long as the X and Y axes work, but if you go to the calibration screen it will change when it starts looking for other axes.

In either case, it sounds like some sort of hardware problem. Can you try it on another machine? No need to install anything, just plug it in, let Windows detect it, and then see if all 6 axes work in the Game Controllers test applet.

- Bob

The StickWorks
http://www.stickworks.com

g-eddy

8th November 2004, 02:03 PM

Originally posted by Bob Church@Nov 8 2004, 01:06 AM
Is it coming up "Unknown" in the Device Manager or "Unknown" in the Game Controllers applet? In the first case, it would have to be a problem at enumeration time, I don't think I've ever seen that happen after it was successfully detected initially. The second case would be more likely. Joysticks show "OK" in the Game Controllers applet so long as the X and Y axes work, but if you go to the calibration screen it will change when it starts looking for other axes.

In either case, it sounds like some sort of hardware problem. Can you try it on another machine? No need to install anything, just plug it in, let Windows detect it, andÂ* then see if all 6 axes work in the Game Controllers test applet.

- Bob

The StickWorks
http://www.stickworks.com
<div align="right">8053
[/quote]

Bob
Thanks for this.
Good news and bad news!
The TQ is now consistently coming up as an 'Unknown Device' in Device Manager, USB Controllers list.
Rebooting or reconnecting makes no difference.
I have transferred the TQ to another machine, also WinXP SP2, and immediately I have an identical situation, 'Unknown Device' in Device Manager, USB Controllers list.
The 'good' news is that this appears to tie the problem to the hardware.
The bad news is that the hardware must be faulty.
I think that one of the confusing things about this problem has been that Windows has sometimes detected the TQ and it has been possible to get as far as the TQ setup stage in a game, i.e. FS2004, when the device becomes lost to Windows.
Is there anything that I could possibly do to remedy the hardware short of sending it back?
Thanks
Eddie J

Bob Church

8th November 2004, 03:06 PM

There's no way you could fix it. Even if it were something simple like a broken wire, if you open the case you void the warranty and I don't think it's worth the risk since it could be something more troublesome. Enumeration problems, the unknown device in Device Manager, are usually the result of something in the USB system itself, but in that case it's the initial enumeration that seems to fail, e.g. it's dead at startup. Going "Unknown" later like you describe is strange. The more normal circumstance is that the controller stops working but still shows OK in Device Manager, etc. Anyway, I'd talk to CH or the people you bought it from and see about getting an exchange.

- Bob

The StickWorks
http://www.stickworks.com

g-eddy

9th November 2004, 06:42 PM

Originally posted by Bob Church@Nov 8 2004, 03:06 PM
There's no way you could fix it. Even if it were something simple like a broken wire, if you open the case you void the warranty and I don't think it's worth the risk since it could be something more troublesome. Enumeration problems, the unknown device in Device Manager, are usually the result of something in the USB system itself, but in that case it's the initial enumeration that seems to fail, e.g. it's dead at startup. Going "Unknown" later like you describe is strange. The more normal circumstance is that the controller stops working but still shows OK in Device Manager, etc. Anyway, I'd talk to CH or the people you bought it from and see about getting an exchange.

- Bob

The StickWorks
http://www.stickworks.com
<div align="right">8067
[/quote]

Thanks for this Bob,
I am still waiting for a reply from CH Products. My supplier is going to be cooperative with a replacement if it is required but they have suggested that I wait for the response from CH Products, just in case they have any other suggestion.
Appreciate your effort.
Eddie J

Bob Church

9th November 2004, 11:49 PM

Hi Eddie,

Well, hang in there. Michael was out of town all last week and when I talked to him yesterday, it was just a faint voice from under a pile of email. He's probably still wading through those and a bit swamped at the moment. I'm sure he'll get back to you shortly.

- Bob

The StickWorks
http://www.stickworks.com

g-eddy

10th November 2004, 12:06 PM

Originally posted by Bob Church@Nov 9 2004, 11:49 PM
Hi Eddie,

Well, hang in there. Michael was out of town all last week and when I talked to him yesterday, it was just a faint voice from under a pile of email. He's probably still wading through those and a bit swamped at the moment. I'm sure he'll get back to you shortly.

- Bob

The StickWorks
http://www.stickworks.com
<div align="right">8096
[/quote]

Hi Bob
Thats what you get when you leave the office!
Have now heard from Michael, and have sent the info that he has asked for.
Will let you know what happens.
Eddie J

g-eddy

20th November 2004, 01:17 PM

Originally posted by g-eddy+Nov 10 2004, 12:06 PM-->
<!--QuoteBegin-Bob Church@Nov 9 2004, 11:49 PM
Hi Eddie,

Well, hang in there. Michael was out of town all last week and when I talked to him yesterday, it was just a faint voice from under a pile of email. He's probably still wading through those and a bit swamped at the moment. I'm sure he'll get back to you shortly.

- Bob

The StickWorks
http://www.stickworks.com
<div align="right">8096

Hi Bob
Thats what you get when you leave the office!
Have now heard from Michael, and have sent the info that he has asked for.
Will let you know what happens.
Eddie J
<div align="right">8109</div>
[/b][/quote]

Bob
by now, please notice the dates of this thread, I am apalled at the failure of CH Products to come back with any support for the problem I am having with my TQ.
I provided the information that was requested, about two weeks ago, and since then, zilch!
I see in the hardware section that there is also some disquiet about quality problems with the TQ.
Now I don't know if my TQ is a hardware or a software problem. It looked at first like a software problem but now it looks to me like a hardware/firmware problem in the TQ.
What I do know is that someone at CH should be giving Tech Support.
What is going on at the Works?
Eddie J

Bob Church

20th November 2004, 03:56 PM

Hi Eddy,

I just don't know what to tell you, Eddy. CH has always been very good about support, it's odd that you can't seem to connect with them. Are you close enough to the factory that calling them on the phone is an option?

- Bob

The StickWorks
http://www.stickworks.com

g-eddy

20th November 2004, 04:35 PM

Originally posted by Bob Church@Nov 20 2004, 03:56 PM
Hi Eddy,

I just don't know what to tell you, Eddy. CH has always been very good about support, it's odd that you can't seem to connect with them. Are you close enough to the factory that calling them on the phone is an option?

- Bob

The StickWorks
http://www.stickworks.com
<div align="right">8357
[/quote]

Hi Bob
I am from England.
No emails have been rejected back to me, and yesterday, before your day started, I even sent one to the Sales Director, Debby McDowell, but there has been nothing in reply.
If you can establish what is going on I would be very grateful.
Thanks
Eddie J

Bob Church

21st November 2004, 02:27 AM

Hi Eddy,

Well, it's a mystery. If you're sure the email addresses are correct I don't know why you're not getting a response. Since the pedals work okay, though, my best guess would be that there's something wrong with your TQ. For things outside the US, the normal CH policy seems to be to have you talk to the people you bought it from and let them help you resolve it. The aim is to avoid making it necessary for you to ship it all the way back to the US I think. Anyway, that would be my next step - talk to whoever you bought it from and see what they have to say. Maybe they can help or will exchange the unit for you.

- Bob

The StickWorks
http://www.stickworks.com

g-eddy

21st November 2004, 12:04 PM

Originally posted by Bob Church@Nov 21 2004, 02:27 AM
Hi Eddy,

Well, it's a mystery. If you're sure the email addresses are correct I don't know why you're not getting a response. Since the pedals work okay, though, my best guess would be that there's something wrong with your TQ. For things outside the US, the normal CH policy seems to be to have you talk to the people you bought it from and let them help you resolve it. The aim is to avoid making it necessary for you to ship it all the way back to the US I think. Anyway, that would be my next step - talk to whoever you bought it from and see what they have to say. Maybe they can help or will exchange the unit for you.

- Bob

The StickWorks
http://www.stickworks.com
<div align="right">8373
[/quote]

Thanks for this Bob,
In a previous message in this thread I mentioned that my supplier was willing to do an exchange but preferred that there was some input from the manufacturer, CH Products, before rushing down this road, especially as we are dealing with a very recently released new device.
In the nature of things suppliers are not the experts when a difficult problem arises. Also they are very well aware that there will be additional cost involved even in shipping between Belgium and England.
I am perfectly sure that the email addresses that I have been using are the correct ones for CH Products, they came from their site!
What appears to be wrong here is that either CH Products, is unable to cope with technical support at this point in time, even to provide an acknowledgement, a possibility, but not a liklihood, or that there is an abdication or conspiracy of silence at CH Products, because there are a large number of problem devices in the field and they do not have a solution.
Failure to respond merely heightens this suspicion and I apologise in advance if I am wrong in holding this view.
Without a statement from CH Products, there may be no point in sending the device back to the supplier for an exchange.
I continue to welcome your advice and to be grateful for any influence that you bring to bear on this serious issue.
Eddie J