Why has my partner window gone dark and unable to be switched on?

June 08, 2021

When the I-13 or I-16 device is powered on, the partner window should become active.  If the partner window remains dark and does not respond, it may be due to Windows updating the driver to an incompatible driver.  Please follow the steps below to roll back to the correct driver and get the partner window responding again.

  1. Open Device Manager
  2. Expand "Universal Serial Bus controllers"
  3. You should see a driver labelled "USB Serial Converter".  Right click on "USB Serial Converter" and select Properties.
  4. Choose the Driver tab
  5. Select Roll Back Driver. 
  6. You will now be asked if you are sure and will be forced to choose why you are rolling back.  Select either of the first two options.
  7. Select Yes
Your partner window should be back.  You can close out of the Properties window and Device Manager window. 
If you continue to have problems, please contact technical support.