This guide is for users providing additional information on an active Support Ticket.
If you are running into a detection issue with devices in the NZXT CAM software, we may need to gather additional information for the USB environment used for the device. Most CAM powered hardware will detect as a USB-based device. Before starting, please download and extract the USB Tree Viewer program from the link below:
USB Device Tree Viewer by Uwe Sieber
| Why do we use USB Device Tree Viewer instead of USBView? |
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USBView lacks additional features used by our team to identify and resolve detection related issues. Additionally USBView exported files are not compatible with USB Device Tree Viewer. USBView also requires installation of the Windows Driver Development Kit. USB Device Tree Viewer is a standalone, portable application that can be easily downloaded and run from the link above. |
How do I export my USB Device Report
A step we may request while troubleshooting your system is to provide a USB Device Report from your system. This will allow our team to check the connected devices and see if any conflicts are being detected or if a device is improperly connected.
To export a report from your system, click File and choose Save XML Report. To provide the report to your agent simply attach it as a reply to your ticket email.
What else can I do with USB Device Tree Viewer?
USB Device Tree Viewer is a powerful program with many options, however for NZXT products they can be useful to detect how device is connected and see by Windows. For example, if you have an NZXT that requires a higher speed USB connection like the Signal HD60 or Signal 4K30 you can use USB Tree Viewer to confirm if the device is properly detecting in high speed mode.
The Signal HD60 requires a USB 3.2 Gen 1 header for proper operation. USB Device Tree Viewer can easily confirm the port used for the connection.
For more information on USB Device Tree Viewer, please see the official documentation on the download page.