Knowledge Base

Article 6995260

When attempting to connect my NEO device to AlphaSmart Manager 2 with a Direct USB connection, I am not prompted for a Found New Hardware Wizard, and my device is not recognized.


Product: NEO

Platform: Windows

Last Updated: 7/26/2019


Issue:

When attempting to connect my NEO device to AlphaSmart Manager 2 with a Direct USB connection, I am not prompted for a Found New Hardware Wizard, and my device is not recognized.

Reason:

This has been reported by customers running the DellTouch application, and is caused by custom Human Interface Device drivers that interfere with the communication between the NEO device and the AlphaSmart Manager 2* software.

Resolution:

Verify the issue by doing the following:

  1. Close AlphaSmart Manager 2 if it is open, and disconnect the NEO device from the computer.
  2. Open Device Manager by browsing to Start > Settings > Control Panel > System > Hardware.  Leave this window open.
  3. Connect your NEO to the computer via USB.  Once connected, pay close attention to the Device Manager window.  The list of devices will collapse and re-expand to indicate that something has been connected to the computer.
  4. Now open AlphaSmart Manager 2.  Again, once you open this application, pay attention to the Device Manager window.  If you see the list collapse and re-expand, check for a device that has a yellow exclamation point or question mark (may be labeled AlphaSmart Communication Driver).  If you see this, go to KB #6726927 for resolution.  If you do not see Device Manager refresh when AlphaSmart Manager 2 was launched, proceed to step 5.
  5. Uninstall the DellTouch application from Add/Remove Programs.  Go to Start > Settings > Control Panel and double click on Add/Remove Programs.  Select the DellTouch application and click [Remove]. Once uninstall is complete, reboot the workstation.
  6. After the computer restarts, connect the NEO to the computer via USB and open AlphaSmart Manager 2.  A Found New Hardware Wizard should appear.
  7. If prompted to search Windows Update, choose No, not this time and then click [Next].
  8. On the next window, keep the recommended option to Install the software automatically.  Click [Next] again.
  9. When the Windows Logo Testing warning appears, choose to Continue Anyway.  The Hardware Wizard should finish at this point.
  10. When complete, the NEO device should now switch to indicate that it is connected, and you can resume normal use.

Specific features of the DellTouch application will be removed after this uninstall, however typical keyboard functions will be unaffected.  If you would like to reinstall DellTouch, it is available for download from Dells support site (http://support.dell.com/support/downloads/index.aspx). 

NOTE:  Other keyboard manufacturers may also have special Human Interface Device drivers that could interfere with the communication between the NEO device and AlphaSmart Manager 2 software.  If you are experiencing symptoms like the above and do not have the DellTouch application, consult your keyboard manufacturers documentation for assistance removing any custom Human Interface Device drivers or applications.

*Beginning March 5, 2010, NEO Manager replaced AlphaSmart Manager 2.


Keywords: 6995260, dell, touch, never, connects, asm, alphaword, ZKBAlphaSmart: ZKBArchive

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