This type of issue can be caused by a third-party program attempting to access the device, breaking the connection to the CAM software.  As the CAM software needs to maintain exclusive access to a CAM powered device, any interruption can result in loss of functionality or a Communication to the device has failed message.

Identifying Software Conflicts

The most common cause of this issue is a third-party program conflict, such as another RGB program attempting to access a controller or a monitoring program attempting to access a fan sensor.  To narrow down a conflicting program, we recommend using the Process Explorer tool from Microsoft.

• For most systems, run the procexp64 program.
• For older systems running a 32-bit OS, run the proexp program.

Once you are in Process Explorer, select Find > Find Handle or DLL from the top menu (or press CTRL+SHIFT+F) to open the Search dialogue.  From here we will need the Physical Device Object name for the device in question.  This can be found through the Device Manager:

• Right-click the Start Menu (Windows Icon) at the bottom of your screen and choose Device Manager.
• Right-click the affected NZXT device, then choose Properties.
  • If the device is not visible (i.e. an NZXT RGB Controller), click View in the top bar and choose Devices by container.  Expand the exposed device and right-click the HID-compliant vendor-defined device, then choose Properties.
• Select the Details tab, then choose Physical Device Object name from the Property dropdown.
• Right-click the Value and choose Copy

Paste the Physical Device Object name in to the Process Explorer Search, then click Search.  This will expose all programs currently attempting to access the device.

If only the NZXT CAM program appears, there should be no active conflicts preventing the device from being detected.  If you see another program listed however, check the settings of that program to disable any features that may be attempting to access the CAM powered hardware or uninstall the affected program(s).

Update your Chipset Drivers & BIOS

Another common fix for disconnect issues with CAM powered hardware is outdated Chipset Drivers or BIOS.  For the latest chipset drivers, please refer to your motherboard manufacturer's support page or the chipset provider (AMD or Intel) for more information.

For BIOS updates, please check out our guide below:

Updating your NZXT Gaming PC BIOS

This guide is primarily written for NZXT Gaming PCs, however it does include steps for various motherboard manufacturers.