If you have confirmed that you are using the supported Relay setup guide and have completed the standard Windows driver checks and your Windows system or your organization’s computer-management settings are preventing the analyzer from being made available normally, please contact your IT team to check the computer’s driver, USB and browser policies.
Hand the issue to your company IT team when:
- Windows Update or Optional Updates is unavailable or says it is managed by the organization.
- You cannot open Device Manager without administrator credentials.
- The driver remains unavailable after the initial check, one update scan and one final attempt after restarting.
- Windows does not react when the Bugcount analyzer is disconnected and reconnected.
- The Device Manager displays an unknown device or warning symbol.
- The Device Manager shows the COM port, but the supported browser does not show it after one retry.
- There are USB restrictions, endpoint security, managed browser settings, a virtual machine or remote desktop.
- Resolving the issue would require changing system or security settings.
Please share the Bugcount analyzer connection requirements below with your IT team, so they have the technical information needed to investigate.
Connection Requirements
Bugcount connects to Luminultra Relay as a USB serial device.
Supported setup
- Windows computer
- Supported Chromium-based browser
- Relay: relay.luminultra.com
- USB-C to USB-C cable supplied with the Bugcount analyzer
- Analyzer connected directly to the computer, rather than through a dock or USB hub
- Analyzer powered on and displaying its Home screen
Expected Windows device
In Device Manager, the analyzer should appear under Ports (COM & LPT) as:
Silicon Labs CP210x USB to UART Bridge (COM#)
The COM number will vary by computer.
The required driver is normally provided through Windows Optional Updates as an update beginning with: Silicon Laboratories Inc. – Ports
Please confirm that
- Windows detects the analyzer when it is connected and powered on.
- The Silicon Labs CP210x/CP2102N USB-to-UART driver is installed.
- The device appears under Ports (COM & LPT) without a warning symbol.
- Windows Update or organizational driver policies are not preventing the driver from being offered or installed.
- USB serial devices are not blocked by endpoint-security or device-management policies.
- The supported browser is permitted to request local serial-port access for relay.luminultra.com.
- The connection is being made directly on the computer, rather than through a remote desktop or virtual environment.
Completing the connection
- Once the analyzer appears as a working COM port:
- Open or refresh Relay.
- Select Device not connected.
- Select the corresponding CP2102N USB to UART Bridge Controller (COM#) entry.
- Select Connect.
- Relay should then display Analyzer connected.