49 replies to this topic

[Sky King]

Sorry you are having problems. Try connecting your mount to a different laptop or desktop. Does Device Manger give an error?

[Jade B]

Hmm I'll try that tonight. Thanks for the suggestion! I've also just written an email to Celestron support. Really hoping this will get resolved in the coming week.

[Jade B]

Update: Connected it to a different device, but CPWI was still unable to recognise the USB. I also got a notification from windows that the USB device was not recognised, and device manager said something about a configuration description error. 

[Sky King]

If it throws errors on two windows computers, could be the problem is with your hand controller. I think the usb board is in the hand controller, but could be in the mount. mlord would know which it is. Trying a different hand controller would be easy enough, they are on CN Clasified often. Likely Celestron will tell you to update your hand controller firmware and try again.

[mclewis1]

There's no "usb board". There is only a built in usb interface on the hand controller (one board). Only the CGX mount also has a built in usb interface on the mount itself.

 

Jade, Assuming you haven't used a bad USB device driver on both PCs (and there isn't a bug in CPWI) it does look like you've got a bad hand controller. I'd take a magnifying glass or loupe and take a good close look at the mini USB connector on your hand controller, you're looking for bent/damaged connections. Otherwise I think a replacement hand controller is in order. Any + model from any scope (with any v5 firmware) can be used as long as you first re load the correct Alt Az firmware ... you'll want to end up with NXS 5.xx hand controller firmware.

Edited by mclewis1, 25 June 2024 - 02:26 PM.

[Jade B]

I've checked the port in the hand controller. Nothing seems to be out of the ordinary... Pics attached.

 

Celestron got back to me today and sent me Prolific v408 to download as well as suggested me to use CFM. Tried both, didn't work. I just sent another email back to them, hopefully I can get a reply tomorrow.

 

They did suggest getting a different cable, and that is the one thing I haven't tried so far. I've been hesitant to spend $20 on another cable but if this issue still persists by Celestron's next reply, I will go get one.

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Edited by Jade B, 26 June 2024 - 04:45 AM.

[mlord]

They did suggest getting a different cable, and that is the one thing I haven't tried so far. I've been hesitant to spend $20

$4, not $20.  And that's without me even looking very hard for one.  Dollar stores probably sell them too!

https://www.amazon.c.../dp/B003L18SHC/

[mclewis1]

"They did suggest getting a different cable, and that is the one thing I haven't tried so far."

 

I thought the OP said on the 17th of June that they were going to the store to get a new cable? Others including myself have assumed that this was done already and our posts and suggestions reflect this.

 

Mini B USB cable, most often used by older digital cameras, cheap and easy to find.

[Jade B]

I had a lot of stuff on that week so I wasn't able to get a new cable then, apologies. I did get a new cable today though, and yeah I'm still facing the same issue. I don't really know what to do at this point.

[mclewis1]

So you have removed all associated software/drivers on one PC and re done the setup from scratch, used a different app, you have tried a different PC, and you have used two different USB cables ... and you still can't connect to the hand controller from the PC?

 

You most likely have a bad hand controller. So either get a different one (make sure to load the correct NXS firmware) or use an alternative connection (WiFi, etc.) and bypass the HC using a PC or phone/tablet.

[mlord]

I had a lot of stuff on that week so I wasn't able to get a new cable then, apologies. I did get a new cable today though, and yeah I'm still facing the same issue. I don't really know what to do at this point.

1. Where on the planet are you located?

2. If you do get a new Nexstar+ HC to replace that one, I'd like to offer to get the old one from you.  Message me if that happens.

 

Cheers

[Jade B]

So you have removed all associated software/drivers on one PC and re done the setup from scratch, used a different app, you have tried a different PC, and you have used two different USB cables ... and you still can't connect to the hand controller from the PC?

 

You most likely have a bad hand controller. So either get a different one (make sure to load the correct NXS firmware) or use an alternative connection (WiFi, etc.) and bypass the HC using a PC or phone/tablet.

Yup, that is correct. Over the past hour I've been going through all the suggestions in this thread so far, but with my new cable this time, and still I am unable to connect my computer to the HC. 

 

Lenovo did call me back today though and I told them the whole situation again (Why do they assign a different person to the same case each time?!), and the agent said that there is a very good chance that the driver is not compatible with my laptop model.

 

My laptop is a Lenovo IdeaPad Gaming 3 15ARH7, running Windows 11. 

 

I forgot to mention earlier on this thread but the setup did work ONCE. This was a whole year ago though. Back then, I didn't even download a Prolific driver. I only downloaded the Prolific driver to connect to another mount, a HEQ5, and that worked too. But it seems that after downloading Prolific, the connection with my own mount stopped working. This was a detail I did bring up at the very start of my Celestron support ticket. Apologies, it must have slipped my mind when I started this thread.

 

Anyway, I've never been able to 100% uninstall Prolific as well. Yes, I do go to device manager > uninstall driver > attempt to remove driver software > restart PC, but as mentioned in my previous posts, the driver always reinstalls itself automatically each time I plug the cable back in. And Yes I have also deleted all of the related Prolific registry keys in my laptop as well as ensure that windows setting to automatically reinstall drivers is OFF. 

 

Genuinely, I'm at wits end. 

 

Celestron got back to me and said for the 3rd time to reinstall prolific. Doesn't work again. But they did also ask for proof of purchase so I'm sending that over to them today when I have time to dig for the receipt.
 

So the issue may be with a bad HC, but I am still stumped at how it could have "broke" just within 1 year? 

[Jade B]

1. Where on the planet are you located?

2. If you do get a new Nexstar+ HC to replace that one, I'd like to offer to get the old one from you.  Message me if that happens.

 

Cheers

I'm located in Singapore. I have no issue with sending you my previous HC if Celestron is sending me a new one. Going to have to wait a little more to see what Celestron says next. 

 

Again, really appreciate everyone taking the time to help me out. I really want this to work as well.

[mclewis1]

Was the second PC tried also a Lenovo? and also running Win11? 

If so I might withdraw my comment about the bad hand controller. From your further clarification it does sound like a persistent device driver problem could still be at the root of things. 

 

I've heard general comments about this kind of thing (broken legacy drivers with no work around using newer drivers) from folks running Win 11 but not with the OS continuing to prevent any similar driver from being used. There were similar legacy driver issues when Win7 and 10 were initially released but there was usually some sort of fix with a newer driver.

 

I'll back out of any further suggestions as I also don't have the required Win11 specific expertise. 

 

It's really not supposed to get this complicated.

[mlord]

Win11 was so simple here. The correct driver was auto-installed by Windows Update. No need to hunt for it.

[whizbang]

Your cable needs to be able to do data transfer.  There are A LOT of USB cables that are for battery charging only.

 

I still suggest trying a "data transfer" USB cable.

[Jade B]

Was the second PC tried also a Lenovo? and also running Win11? 

If so I might withdraw my comment about the bad hand controller. From your further clarification it does sound like a persistent device driver problem could still be at the root of things. 

 

I've heard general comments about this kind of thing (broken legacy drivers with no work around using newer drivers) from folks running Win 11 but not with the OS continuing to prevent any similar driver from being used. There were similar legacy driver issues when Win7 and 10 were initially released but there was usually some sort of fix with a newer driver.

 

I'll back out of any further suggestions as I also don't have the required Win11 specific expertise. 

 

It's really not supposed to get this complicated.

The second PC I tried connecting is a Asus vivobook running Win10. 

 

Yeah, it's mindboggling how complicated this issue is getting. 

[Jade B]

Your cable needs to be able to do data transfer.  There are A LOT of USB cables that are for battery charging only.

 

I still suggest trying a "data transfer" USB cable.

Hmm, I am fairly certain my (new) cable is a data transfer USB cable though. I will link the exact product here.

 

https://www.elecomsi...le-u2c-m-series

Edited by Jade B, 30 June 2024 - 01:44 AM.

[mlord]

Try a different cable regardless. Basic troubleshooting!

[Jade B]

Try a different cable regardless. Basic troubleshooting!

At this point I've already tried 2 different cables... I don't know if buying a third cable is going to help.

[Jade B]

Been swamped with work so I haven’t been able to update, but, Celestron’s response to me was to contact the store I bought my telescope from, that’s what I’m gonna do either today or over the weekend. Good thing’s that my telescope is still under warranty I believe.

[Jade B]

Dropped my mount off at the store. Waiting for a reply now.

[Jade B]

[SOLVED] Relieved and happy to say that the problem is finally fixed after 2 months! The store told me that the issue was with a bad hand controller. They replaced it, and the connection to my laptop/CPWI works now. 

[Sky King]

[SOLVED] Relieved and happy to say that the problem is finally fixed after 2 months! The store told me that the issue was with a bad hand controller. They replaced it, and the connection to my laptop/CPWI works now. 

Way to go!! Thanks for updating with the resolution. Clear skies!

[Heisenberg]

OMG. I have no idea what chipset I'm working with on my Celestron but I bought it in 2017 and I'm using Windows 11. I've had the driver problem. Frustrating. I can't explain everything I did to get it to work but this youtube video helped. I also had to use 7-zip to extract the file the guy recommended instead of the standard windows extract. So many things are picky in making this work. My cables work from 2017, my controller works from 2017 so for those having problems with something like my setup you might have some luck with the following:

 

Here's the video. I can now connect to my scope on a cloudy day today (:

 

https://www.youtube....h?v=6_gLaqlhf48