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.
Last Updated: 7/26/2019
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.
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.
Verify the issue by doing the following:
- Close AlphaSmart
Manager 2 if it is open, and disconnect the NEO device from
- Open Device
Manager by browsing to Start > Settings > Control Panel > System > Hardware.
Leave this window open.
- 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.
- 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.
- 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
- After the computer
restarts, connect the NEO to the computer via USB and open
AlphaSmart Manager 2. A Found New Hardware Wizard should appear.
- If prompted to
search Windows Update, choose No, not this time and then click [Next].
- On the next
window, keep the recommended option to Install the software automatically.
Click [Next] again.
- When the Windows
Logo Testing warning appears, choose to Continue Anyway. The Hardware Wizard
should finish at this point.
- 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
*Beginning March 5, 2010, NEO Manager replaced AlphaSmart
Keywords: 6995260, dell, touch, never, connects, asm, alphaword, ZKBAlphaSmart: ZKBArchive
NEO is a trademark
of Renaissance Learning, Inc. and its subsidiaries, registered, common law, or pending registration in the United States and other countries.