If you are having an issue where a device is not detected in the CAM software, one of the first steps we recommend is to make sure that your CAM powered device is visible to Windows.  If a device cannot be seen by Windows, other programs may not be able to see or connect to the device.  For this guide we will use the Device Manager built into Windows.

How do I open the Device Manager?

To open the Device Manager, right-click the Start Menu and choose Device Manager.  To make devices easier to find, we recommend changing the View option to Devices by Container.

Checking for Devices

While using Devices by Container, all connected devices will appear in the way that the operating system itself can identify them.  For the above example, the following NZXT products are visible:

• Function Elite MiniTKL Keyboard
• SwitchMix
• Capsule Elite
• Control Hub (included with the H9 Flow RGB+)
• Kraken Elite (2024)

My device isn't visible, what do I do?

If your device is not visible then there may be a malfunction preventing the device from being identified or there may be a physical connection issue.  

Check for Unknown USB Devices

The first step would be to check if Windows itself can see an unidentified USB device by changing the View option to Devices by Type and expand the Universal Serial Bus controllers group.

The most common error is going to be Device Descriptor Request Failed and occurs when the device does not provide Windows itself with an identifier.  To fix this you'll need to try power cycling the device itself.

1. Right-click the device and choose Uninstall device.
2. Shutdown the PC and unplug the power cable.
3. Press and hold the power button for 30 seconds to drain residual power from the system.
4. Allow the PC to sit for an additional 5 minutes without power to ensure the power is drained.
5. Plug the power cable back in and start the PC as you would normally.
6. If no device is present, right-click your computer's name at the top of the Device Manager and choose Scan for hardware changes to re-detect any devices.

If no device is present at all or if the Unknown USB Device errors continue then you will want to check the physical connections.

Check Physical Connections

For this next step it is recommended to shutdown your PC before opening it to check connections.

An improper or incompatible connection can result in a device not detecting or providing an error for detection.  Most NZXT products will connect via a 9-pin USB 2.0 Internal Header which tend to be located along the bottom edge of a motherboard.  It is recommended to connect NZXT devices directly to a motherboard without the use of hubs or splitters.

Once you've confirmed that the device is connected directly to the motherboard, the next step is to check the connection itself.  While many motherboards will include a plastic barrier around the USB 2.0 headers to guide a proper connection some motherboards may have bare headers without this barrier.  A common issue we have seen is users plugging the cable in slightly out of alignment as shown in the picture above.

Another troubleshooting step is to try switching the device to another header.  Most mATX and ATX motherboards tend to include at least two (2) USB 2.0 headers so it is recommended to try switching the device to another header to see if it detects properly.

After confirming the connection or changing headers, power on the PC and check the Device Manager and CAM to see if the device is detected.  If the device is still invisible to both Device Manager and NZXT CAM, the device itself may need to be replaced.

If your device is still within its warranty period, reach out to our Customer Support team for further assistance.  Be sure to include the following information with your request:

• Shipping Address
• Proof of Purchase (Invoice or Receipt from an authorized reseller)
• Device Serial Number