TROUBLESHOOTING USB COMMUNICATION FAILURES

ISSUE

USB communication failures can be caused by a myriad of things, including incorrect operating system settings, USB hardware conflicts, incorrect software configuration, or hardware failures. 

Note that this article is primarily intended to help isolate USB communication issues with Paramount Robotic Telescope mounts, but may be helpful troubleshooting communication issues using other USB devices, including, but no limited to, cameras, focusers, filter wheels, weather stations, and dome controllers.

RESOLUTION

Step 1:

Microsoft Windows

The Paramount's USB hub requires power through the USB cable (so that it can be USB 2.0-compliant).  The Windows operating system's Selective Suspend feature can suspend power to USB devices, rendering USB 2.0-compliant devices that are connected to the computer inoperable.  See Software Bisque Technical Support Article Number 1236 for details how to resolve this Windows operating-system issue that can cause USB communication failures.

MacOS

Users have reported that the Mac OS X El Capitan and MacOS Sierra operating systems can introduce USB communication failures when the Paramount mount is connected to an Icron USB hub.  One reported solution is to replace the Icron hub with a SIIG hub.

Step 2

Microsoft Windows

Driver-level USB3 conflicts with USB2 on the computer can result in USB communication failures. Consult your computer's documentation for instructions how to disable USB3 from BIOS to see if the behavior persists.  Related article.

Step 3

Corrosion on cables, connectors, and ports on devices that are left outside for extended periods of time can cause unreliable USB communication.  Use a commercial electronics spray cleaner on all the cable connectors and ports.

Step 4

Use the process of elimination to isolate communication errors by doing the following daytime, bench (using the most basic, possible mount configuration):

• Physically disconnect every USB device from the computer, except the USB device that is reporting USB communication failures.
• Use a short length (3 meter or 15 foot or shorter), high-quality USB cable to the USB device.
• Power the USB device directly using the OEM power supply (nothing in between, no junctions, no through the mount cabling, etc.) to a clean, grid-based power source.
• Ensure there are no extra peripherals anywhere in the physical chain between computer and the USB device.
• Do not use VNC, Remote Desktop, or any other virtual software that might sit between the computer with the USB port that the mount is plugged into.
• Do not run any third-party automation software that communicates with the USB device.
• Connect TheSky only to the USB device (no other hardware selections in TheSky, for example, no filter wheel, no focuser, etc. A New Imaging System Profile can facilitate this as it clears all hardware selections while preserving your existing selections in a profile you can reselect later).
• Connect to the mount and leave for a while and or slew it around and see if error occurs.

Step 5

For Paramount mounts, check that the physical USB port is not bent, or otherwise damaged, and that the USB connector is soldered to the MKS 5000 control board.  

1. On the outside of the Electronics Box, inspect the port labeled USB (mini USB connector) for damage.  We've had reports of damaged USB connectors and pins that prevent successful communication.  See left photo below.
2. Once the board is removed, look closely at the board solders and connection to see if there are any "visible" issues and that all the solders look okay.  See right photo below.
3. Double-check that the USB cables are properly seated on the MKS 5000 board.  Details about each cable are in this document: http://www.bisque.com/sc/media/p/63292.aspx.

Step 6

Dangling cables can become snagged or loose over time, resulting in unreliable communication.  Ensure the USB cabling remains plugged in at all times by adding some type of cable strain relief (such as velcro straps) to prevent unwanted movement of the USB cable that is attached to the device.

If you are uncomfortable, or unable to perform any of the above troubleshooting steps, consider returning the mount or MKS 5000 board to Software Bisque for diagnosis and service (if possible).  See the following links for details how to proceed.

Return Paramount for Service Procedure | Warranty Replacement Procedure | Non-Warranty Replacement Procedure