# Troubleshooting

This page provides troubleshooting information to resolve possible problems you might experience while using SharePort Utility.

The latest technical support information and downloads are available on our website at http://support.dlink.com/ .

- USB devices do not show up in SharePort Utility.
- An error occurs when I connect to a USB device using SharePort Utility.
- The last part of a job is not printed when I use the printer auto-connect function of SharePort Utility.

### USB devices do not show up in SharePort Utility.

If USB devices do not show up in SharePort Utility, the local connection as well as network settings between the device server and your PC need be checked.

Solution | Please check that the LEDs on the device server and on the Ethernet Hub (the one to which the device server is connected) are lighting properly. If the LEDs are not working properly, replace the AC plug or cable and reboot the USB device.

Solution | Usually, it takes about 30 seconds for a device server to be ready after it is powered on. Please wait until the device server becomes ready, and then click Refresh button in SharePort Utility again.

Solution | SharePort Utility needs to be added to the exception list of your security software. For details on how to register to the exception list, refer to the FAQ on our website at http://support.dlink.com/.

> Solution | First, check the IP Address of your PC. To check the IP Address, use the Windows Command Prompt. Select Start - All Programs - Accessories - Command Prompt. When the Command Prompt is started, execute the ipconfig command. Example of executing the ipconfig command
> Microsoft Windows [Version 6.0.6001] Copyright (C) 2006 Microsoft Corporation. All rights reserved. C:\Users\username>ipconfig (Press Enter) Windows IP Configuration Ethernet adapter Local Area Connection: Connection-specific DNS Suffix . : IPv6 Address. . . . . . . . . . . . : XX:XX:XX:XX:XX:XX:XX:XX Temporary IPv6 Address. . . : XX:XX:XX:XX:XX:XX:XX:XX IPv4 Address. . . . . . . . . . . . : 192.168.20.10 (IP Address of PC) Subnet Mask. . . . . . . . . . . . : 255.255.255.0 Default Gateway. . . . . . . . . : C:\Users\username>
Check that the IP Address of the PC is a proper address for communicating with the IP Address of the device server. If the PC and device server are in the same network segment but use a different network number in their addresses, you need to change either the PC's or device server's address. Also, if there is a router between the PC and device server, check that the default gateway address is properly configured.

> Solution | First, turn off the device server and open the Windows Command Prompt. Ping the IP address of the device server. Select Start - All Programs - Accessories - Command Prompt. When the Command Prompt appears, execute the ping command. Example of executing the ping command when the device server's IP address is 192.168.20.20
> Microsoft Windows [Version 6.0.6001] Copyright (C) 2006 Microsoft Corporation. All rights reserved. C:\Users\username>ping 192.168.20.20 (Press Enter) Pinging 192.168.20.20 with 32 bytes of data: (When there is a reply) Reply from 192.168.20.20: bytes=32 time<1ms TTL=128 Reply from 192.168.20.20: bytes=32 time<1ms TTL=128 Reply from 192.168.20.20: bytes=32 time<1ms TTL=128 Reply from 192.168.20.20: bytes=32 time<1ms TTL=128 (When there is no reply) Reply from XXX.XXX.XXX.XXX: Destination host unreachable. Reply from XXX.XXX.XXX.XXX: Destination host unreachable. Reply from XXX.XXX.XXX.XXX: Destination host unreachable. Reply from XXX.XXX.XXX.XXX: Destination host unreachable.
If there is a reply while the device server is turned off, it means there is another network device using the same IP address as the device server. In such a case, change the IP address of either the device server or the other network device.

Solution | Please check that the LED on the USB device is lit or blinking to see if the USB device is powered on. If the USB device is not powered on, improve the cable connection such as the AC adaptor, etc. Also, if the connected USB device is a self-powered (bus-powered) device such as an HDD drive, etc, it may require a power supply greater than 500mA, which is the standard power available through a USB interface. In such a case, use the AC adapter that came with the USB device so that enough power is supplied to the device.

Solution | Please check that the cable is properly plugged in to both the device server and the USB device. If you have a spare USB cable, replace the cable.

Solution | The device server does not support USB devices which operate using isochronous transfer. Please confirm that the connected USB device is not an isochronous device. For details on the USB device's specification, please contact its manufacturer.

### An error occurs when I connect to a USB device using SharePort Utility.

When a USB device is properly displayed in SharePort Utility but an error occurs when it is connected, the USB device's specification as well as PC settings need to be checked.

Solution | The device server does not support USB devices which operate using isochronous transfer. Please confirm that the connected USB device is not an isochronous device. For details on the USB device's specification, please contact its manufacturer.

Solution | Please connect the USB device directly to your PC and see what happens. If the USB device does not operate properly even if it is directly connected to your PC, the driver of the USB device is not installed on your PC properly. In such a case, please install the driver again. For details on how to install the driver, refer to the operation manual that came with the USB device.

### The last part of a job is not printed when I use the printer auto-connect function of SharePort Utility.

Solution | Extend the amount of time before SharePort Utility disconnects from the printer after a job is sent. Select the printer in SharePort Utility's main window and click the Properties button . In the properties dialog, click the Optional settings tab and then click the Confirm button. In the window displayed, extend the time in the Time before disconnecting after print job is sent field. For details, refer to How to Use a Printer.

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