Why am I getting a "Connection Error" message on Relay, after plugging in the Bugcount analyzer to my computer?
Before you begin
Confirm that you are using:
- A Windows computer
- A supported Chromium-based browser, such as Google Chrome or Microsoft Edge
- The USB-C to USB-C cable supplied with the Bugcount analyzer
- A direct connection to the computer, without a dock or USB hub
Turn on the analyzer and leave it on the Home screen throughout the setup process.
Bugcount cannot connect to Relay through a remote desktop or virtual computer.
If it is the first time connecting your Bugcount analyzer device with the Relay™ platform on your PC, you will need to install the Windows-provided driver before use:
Go to your Windows Optional Updates settings if prompted, to open and complete the driver installation.
- Once the driver is installed, Relay™ will guide you through connecting your Bugcount analyzer to the platform.
Using the Device Setup Guided Tour, Relay™ will walk you through:
Detecting your Bugcount analyzer device
Installing any required drivers (if not already installed)
Confirming the device connection
Follow the prompts in Relay™ to complete the connection.
a) Select the Bugcount analyzer device type:
b) Install the driver, if it is the first time connecting the device to the PC:
c) If Windows asks whether Relay can open Settings, select Open Settings.
d) When prompted on your PC, select "Download & Install". The version number shown on your computer may differ from the example.
e) When the installation is complete, return to Relay and continue to Connect the analyzer in Relay.
f) Follow the instructional prompt to connect the Bugcount analyzer device:
These steps ensure your Bugcount analyzer is properly recognized by Relay™ and ready for testing.
Why is the installation driver not appearing on my computer?
If the installation driver does not appear, please follow the troubleshooting guide below:
Troubleshooting installation driver issues when trying to connect a Bugcount® analyzer Relay™ – myLuminUltra