Topic

Data exchange via USB between maxon controllers and the maxon software "... Studio" for configuration has worked flawlessly up to now. However, after installing Windows 11, it is no longer possible to establish a connection with EPOS4, ESCON, or ESCON2. Data exchange via USB cannot be established even when different EPOS4 or ESCON devices are connected that work perfectly with other PCs via USB. 

• What can be the cause of the "blocked" USB communication?
• How to solve this issue?

Technical background

maxon's "Motion Studio", "ESCON Studio", and "EPOS Studio" software uses Windows standard HID (Human Interface Device) drivers for data exchange via USB.

maxon's software therefore does not require the installation of special USB drivers for data exchange. USB communication is fully based on Windows standards. HID is a standard driver for Windows operating systems. HID allows all types of USB devices (e.g. keyboard, mouse, camera, headset, etc.) to be used without the need to install special drivers from the device manufacturers (such as maxon).

Testing procedure

First recommended check:

Confirm that EPOS4 or ESCON is detected by Windows "Device Manager"!

The linked Support Center document below contains instructions on how to use the Windows Device Manager to check whether the maxon controller is recognized by Windows HID:
-> EPOS4 / IDX: Action steps in case of failing USB connection
(This also applies to the ESCON and ESCON2, even though the document only mentions EPOS4 / IDX.)
 

Second step:

Identify what is blocking USB data exchange.

If the Windows “Device Manager” recognizes the controller and the HID list reacts when plugging in / unplugging the affected EPOS4, ESCON, or ESCON2, there is probably no defect of the controller present, and the USB cable and USB interface also appear to be o.k., i.e. there must be another cause for the problem.

Unfortunately, we have received a few rare reports in the past that outdated third-party software or drivers (which are no longer 100% compatible with Windows 11) have blocked the motor controller's access to the HID driver. However, it is very time-consuming and requires administrator rights on the PC to analyze which software is responsible for the blocked state. The attached English document "Win11_Blocked-USB-Check.pdf" describes this analysis process and the tools required.

After identifying, uninstalling, or "killing" the specific third-party software, it was possible to re-establish an USB connection between "EPOS Studio" (resp. "ESCON Studio" or "Motion Studio") and the EPOS4, ESCON, or ESCON2.

The attached document describes in detail how to determine the cause or software that is blocking HID access.

To do this, it is necessary to install several third-party analysis software tools to identify the cause that is blocking HID usage by the motor controllers:

1. Download and extract the “USBTreeView.exe” tool:
   https://www.uwe-sieber.de/usbtreeview_e.html#download 
2. Download and extract the WACOM STU HID Diagnostic Tool “hidinfo.exe”:
   https://developer-support.wacom.com/hc/en-us/articles/9354478692503-STU-HID-Diagnostic-Tool 
3. Download and extract the Sysinternals Handle tool “handle.exe”:
   https://learn.microsoft.com/en-us/sysinternals/downloads/handle 
4. Download and extract the Sysinternals Process Explorer “procexp64.exe”:
   https://learn.microsoft.com/de-de/sysinternals/downloads/process-explorer 
   Process Explorer is a more powerful version of the Windows Task Manager. It offers the option to search for process IDs (pid from the output of the handle.exe tools) if the name of the process is not informative enough. In the Process Explorer, you might then see the parent process and could also “kill” it immediately using the context menu if required.
    
5. Please read the attached document "Win11_Blocked-USB-Check.pdf" for the necessary details on how to use these software tools and how to identify and fix the “blocked USB” problem.

We apologize for any inconvenience. However, we are confident that these tests will help you successfully resolve the USB issue.

Good luck!