Make sure that you have followed the instructions in Connect to your machine using USB over IP. If you still cannot find your USB device in the VirtualHere Client, please try the following:

• Connect a USB hub or USB adapter between the edge gateway and the USB device.
  • This has resulted in devices being found that previously could not be found.

If you're still unable to find your USB device, the VirtualHere developer, USB driver developer, or serial converter manufacturer may be able to assist you.

• Contact the VirtualHere developer, explain your problem, and include any potential VirtualHere error messages.
  • VirtualHere error messages can be found in the edge gateway's internal log, by searching for "virtualhere".
• Contact the USB driver developer or serial converter manufacturer for assistance, depending on your setup.
  • Perhaps this is a known issue or there may be a newer or specifically an older driver version available to help resolve your problem.

If you are able to find and mount your USB device in the VirtualHere Client, but are unable to use it in your software, please try the following:

• Are you using a serial converter (e.g. RS232 to USB)? Make sure that your software either provides the option to configure a timeout or has a high timeout configured already.
  • If this is not the case, the software is unable to communicate over the internet, because communication over the internet will always have a much slower response time compared to a local (serial) connection. If you are unsure, contact the developer of the software.
• Try waiting a few minutes longer.
  • Once a USB device is mounted in the VirtualHere Client, it may take a moment for the USB device to appear in your software (15-30s). Depending on your connection and USB device, it may take several minutes.
• Improve the connection between your computer and the USB device. A few tips:
  • Change the VPN connection type to UDP in both the edge gateway and your own VPN Client settings.
    • This can positively improve the connection performance to your machine (PLC, HMI, etc).
  •  Connect the edge gateway to a different VPN server.
    • In rare cases, the automatically selected server may not provide the most optimal performance for you.
  • Use a wired connection.
    • If you're using a cellular or Wi-Fi connection, switching to a wired connection will generally result in a more stable and often also faster connection. This applies to both your own computer's connection and that of the edge gateway.

If you're still unable to connect to your USB device, the VirtualHere developer, USB driver developer, or serial converter manufacturer may be able to assist you.

• Contact the VirtualHere developer, explain your problem, and include any potential VirtualHere error messages.
  • VirtualHere error messages can be found in the edge gateway's internal log, by searching for "virtualhere".
• Contact the USB driver developer or serial converter manufacturer for assistance, depending on your setup.
  • Perhaps this is a known issue or there may be a newer or specifically an older driver version available to help resolve your problem.