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Troubleshooting installation driver issues when trying to connect a Bugcount® analyzer Relay™

  • Updated

I'm trying to connect my Bugcount analyzer device to Relay but the installation driver is not appearing on 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 the driver does not appear

Keep the analyzer connected and turned on.

  1. Go back to the main Windows Update screen. 
  2. Select Check for updates. 
  3. Wait for Windows to finish checking. 
  4. Return to Advanced options → Optional updates → Driver updates. 
  5. Look again for Silicon Laboratories Inc. – Ports. 

Do not repeatedly select Check for updates. If the driver is still missing, continue to the next step.

3. Restart and check one final time

  1. Disconnect the analyzer from the computer. 
  2. Restart the computer. 
  3. Sign back in. 
  4. Reconnect the analyzer directly to a USB-C port. 
  5. Turn on the analyzer and leave it on the Home screen. 
  6. Wait approximately 30 seconds. 
  7. Run Check for updates once more. 
  8. Return to Optional updates → Driver updates. 

Install the Silicon Laboratories driver if it now appears.

If it is still unavailable, check whether Windows can see the analyzer.

4. Check whether Windows recognizes the analyzer

This step only checks the devices connected to your computer. You will not need to change, remove or update anything.

Open Device Manager

  1. Select the Windows Start button. 
  2. Type Device Manager. 
  3. Select Device Manager from the search results. 

Windows may display this message:

Do you want to allow this app to make changes to your device?

Select Yes.

Device Manager is a Windows system tool. You are only opening it to view the connected analyzer.

If you are asked for an administrator password or cannot open Device Manager, contact your organization’s IT team.

Find the analyzer

In Device Manager:

  1. Find Ports (COM & LPT). 
  2. Select the arrow beside it to expand the section. 
  3. Look for: Silicon Labs CP210x USB to UART Bridge (COM#)

The COM number may be different on your computer. For example, you may see COM3, COM4 or another number.

If the Silicon Labs device appears

The driver is installed and Windows recognizes the analyzer.

Note the COM number, then continue to Connect the analyzer in Relay.

If Ports appears, but the Silicon Labs device does not

Leave Device Manager open.

  1. Disconnect the analyzer. 
  2. Wait a few seconds. 
  3. Reconnect it. 
  4. Watch the Device Manager list to see whether anything appears or changes. 

If available, try one other USB-C port on the computer.

Do not right-click, update, uninstall or disable any devices.

If Ports does not appear

Disconnect and reconnect the analyzer while watching the Device Manager list.

The Ports section may appear only after Windows recognizes a serial device.

If nothing changes after reconnecting the analyzer and trying another direct USB-C port, contact your organization’s IT team.

If a device has a yellow warning symbol

Do not modify the device.

Take a screenshot showing the device and warning symbol, then contact your organization’s IT team.

5. Connect the analyzer in Relay

Once the analyzer appears in Device Manager as a working COM port:

  1. Return to Relay. 
  2. Refresh the page once. 
  3. Confirm the analyzer is on its Home screen. 
  4. Select Device not connected at the top of Relay. 
  5. In the browser window, select the entry beginning with: CP2102N USB to UART Bridge Controller
  6. Select the entry with the same COM number shown in Device Manager. 
  7. Select Connect. 

Relay should display Analyzer connected.

If the COM port does not appear in Relay

Confirm that it appears in Device Manager, then:

  1. Close any other Relay tabs. 
  2. Close any other application that may be using the analyzer. 
  3. Refresh Relay. 
  4. Try connecting one more time. 

If Windows shows the COM port but the browser still does not, your organization’s browser or device-management settings may be preventing serial-port access. Contact your IT team and share the Bugcount analyzer connection requirements document.

[Link: Bugcount analyzer connection requirements for IT]

If the port appears but Relay cannot connect

If the correct CP2102N port appears in the browser but Relay fails to connect, contact Luminultra Customer Experience.

Include:

  • A screenshot of the analyzer in Device Manager 
  • The COM number 
  • A screenshot of the browser connection window 
  • Any error message shown 
  • Whether Relay briefly showed Analyzer connected 
  • The approximate time of the connection attempt 

When to contact your IT team

Contact your organization’s IT team when:

  • Windows Update or Optional Updates is unavailable or managed by your organization. 
  • Device Manager requires an administrator password. 
  • The driver remains unavailable after the update and restart steps above. 
  • Windows does not react when the analyzer is disconnected and reconnected. 
  • Device Manager displays a warning symbol. 
  • Windows shows the COM port, but the browser does not. 
  • Your organization restricts USB devices, driver installation or browser permissions. 

Share the Bugcount analyzer connection requirements document with your IT team so they have the technical information needed to investigate.

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