Unable to communicate with display; USB-adapter is not registering properly on computer

Potential Symptoms

  • Unable to communicate with Venus 1500/Display Studio or other display utilities.
    • Getting Connect failed or Unable to connect alert in Venus 1500 software.
    • Ipconfig results may show 0.0.0.0 for the D-Link and unable to ping the IP address set to D-Link.
  • D-Link adapter is not registering properly on the computer:
    • May not be showing in Network Adapters, Network Connections page, or device manager
    • May show it has an error in device manager.
    • May be trying to acquire a network address.
    • May just show in Network Connections as "disabled".

Environment

  • Product Family: Message Displays
  • Product: Galaxy
  • Component: D-Link USB to Ethernet Adapter
  • Control System: Venus 1500 v4

Cause

  • D-Link USB to Ethernet adapter is not registering properly with the computer.
    • Reminder: The D-Link adapter should always be set to 172.16.192.20 as it's standard configuration.

Resolution

Recommended resolution

  1. Go to  Windows Start Menu -> Control Panel -> Device Manager.
  2. Under Network Adapters, right-click on the network adapter being used for the sign (may be Local Area Connection or D-Link DUB).  (If the adapter does not show up in device manager, use the below secondary resolution).
  3. Select Disable.
  4. Wait about 30 seconds.
  5. Right click on D-Link again and select Enable.
  6. Right click again and select Properties, if there is a power management tab select it and uncheck Allow the computer to turn off this device to save power.

Secondary resolution by reseating adapter

  • Unplug the D-Link adapter from the PC and then plug it back in.  It is still recommended to perform step 6 on the recommended resolution.

For Temporary Operation

  • Restart computer.

KB ID: DD2020824


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