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EL Display Hub Voc repository
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Not COnnecting #1608

Closed edh-git closed 1 year ago

edh-git commented 1 year ago

Product:EasyCanvas

Device OS:iOSbr><br>e-mail:seansaro@gmail.com<br
I paid for the pro/full version, used it once and now it wont connect and work at all. I have it on my laptop and on my ipad, runnning both with a usbc to lighning cable and still not connecting. It says no device connected on the pc version and waiting for connection on the ipad but never connects. Please help correct the error or refund the twelve dollars I paid for the app.

EL_Display_bf61904b-f7b1-4ace-9e00-e2e1042aa2ee.zip

AdamPark0030 commented 1 year ago

@james-kim-Devguru

답변

Hi, customer. We are an Easy&Light support team.

First of all, I apologize for the inconvenience.

As a result of reviewing the logs and symptoms you sent, it is suspected that the USB port has insufficient power or poor connection.

"Screen Transfer" has a large amount of data processed over USB, so even if the connection between the PC and the device appears normal, actual communication may fail.

Please take the following steps to resolve this issue.

  1. Verify that the connection between the PC and the tablet is normal.
  2. Replace the USB cable (use a genuine cable if possible).
  3. Change the USB port connected to the PC (using the rear port).
  4. Connect to the external power USB hub.

If the problem does not improve even after proceeding with the above measures, please contact us again with a new PC log and application log.

Currently, only PC logs exist in the log you sent, so there is a difficulty in accurate analysis. If you explain the PC log, the application log, and the symptoms in more detail, you can analyze them accurately and quickly Please send both PC log and application log even if it is inconvenient.

[FAQ] Log Acquisition Guide: http://www.easynlight.com/en/supporteasycanvas/?faq=54

Thank you.

Ea​​sy&Light

james-kim-Devguru commented 1 year ago

해당 사용자에게 아래와 같이 회신하였습니다.

제목

Re: [EasyCanvas - 1608] Not COnnecting

본문

Hello, customer. We are an Easy&Light support team.

First of all, I apologize for the inconvenience.

As a result of reviewing the logs and symptoms you sent, it is suspected that the USB port has insufficient power or poor connection.

"Screen Transfer" has a large amount of data processed over USB, so even if the connection between the PC and the device appears normal, actual communication may fail.

Please take the following steps to resolve this issue.
    1. Verify that the connection between the PC and the tablet is normal.
    2. Replace the USB cable (use a genuine cable if possible).
    3. Change the USB port connected to the PC (using the rear port).
    4. Connect to the external power USB hub.

If the problem does not improve even after proceeding with the above measures, please contact us again with a new PC log and application log.

Currently, only PC logs exist in the log you sent, so there is a difficulty in accurate analysis.
If you explain the PC log, the application log, and the symptoms in more detail, you can analyze them accurately and quickly
Please send both PC log and application log even if it is inconvenient.

[FAQ] Log Acquisition Guide:
http://www.easynlight.com/en/supporteasycanvas/?faq=54

Thank you.

Ea​​sy&Light