Fitting Unit Board Not Detected

Product(s): Measure · Primus · Unity
Applies to version: All current versions
Audience: External – Customers
Difficulty: Medium
Estimated resolution time: 10–30 minutes
Last updated: 2026-06-27
Article type: Troubleshooting guidePrimus

Quick summary

The Measure device is not recognized by the PC or software. This guide helps you resolve connection issues, muted sound settings, and - if needed - perform a hardware reset to restore board detection.

⚙️ Before you begin

Have a spare USB cable available for testing.
Make sure you can access the back of the Measure device (you'll need a straightened paperclip or SIM ejector pin for the reset step).
Close the Measure software before starting.

Step 1: Disconnect additional devices

Are multiple devices connected to the Primus board?

✅ Yes → Disconnect everything except the power cable and USB cable. Retry detection.
❌ No → Proceed to Step 2.

→ Check if the issue is resolved. If yes - one of the disconnected devices was causing a conflict; reconnect them one at a time to identify it. If no - continue to Step 2.

Step 2: Verify cable connections

Are all cables securely and correctly seated?

✅ Yes → Proceed to Step 3.
❌ No → Reconnect all cables - USB, power, and accessories - making sure each connector is fully inserted.

→ Check if the issue is resolved. If yes - you're done ✓. If no - continue to Step 3.

Step 3: Try a different USB cable and port

Have you tested with a different USB cable and a different USB port on the PC?

✅ Yes → Proceed to Step 4.
❌ No → Replace the USB cable with a known working one and connect to a different USB port directly on the PC.

→ Check if the issue is resolved. If yes - you're done ✓. If no - continue to Step 4.

Step 4: Connect directly to the PC

Are you using a USB extension cable or USB hub?

✅ Yes → Disconnect all USB extenders or hubs. Connect the Primus board directly to a USB port on the PC.
❌ No → Proceed to Step 5.

→ Check if the issue is resolved. If yes - you're done ✓. If no - continue to Step 5.

Step 5: Check Windows sound settings

Is Primus muted or disabled in Windows Sound settings?

✅ Yes → Take these steps:

Go to Control Panel → Sound.
Right-click Primus → Enable.
Right-click again → Set as Default Device.
Make sure the volume slider is not at zero.

→ Check if the issue is resolved. If yes - you're done ✓. If no - continue to Step 6. * ❌ No → Proceed to Step 6.

Step 6: Perform a hardware reset

If the board still isn't detected, a hardware reset may restore it to a detectable state.

Disconnect all cables from the board: USB, power supply, and transducers.
Locate the reset pinhole on the back of the board.
Insert a straightened paperclip or SIM ejector pin into the pinhole and hold the reset button down.
While holding the button, connect only the USB cable.
Continue holding for 3 seconds until the LED blinks once per second.
Release the button. The LED should stay on briefly, then turn off.
Open Device Manager (right-click Start → Device Manager) and confirm the board appears.
Launch Primus - it should detect the default firmware and prompt you to update.

→ Check if the issue is resolved. If yes - you're done ✓. If no - proceed to the escalation path below.

🔺 Escalation path

If none of the above steps resolved the issue, contact Auditdata Support.

Please have ready:

Product name and version number
Device model and serial number
Firmware version
Your account name and contact details
Which steps above you already tried
Exact error messages or codes shown
Screenshots if available

✅ Expected outcome

After completing these steps, the board should appear in Device Manager and be recognised by Primus, Measure, or Unity. If a firmware update prompt appears after the reset, complete the update before using the device.

📝 Additional notes

The hardware reset (Step 6) clears the board's connection state - it does not erase patient data or calibration files stored on the PC.
If Primus prompts for a firmware update after the reset, do not skip it; the update restores the board to its correct operating state.
Related articles: No Power or Board Not Detected · Device Unresponsive – Power LED Always On · PRIMUS - Failed Hardware Diagnostics

Need more help? Visit the Auditdata Help Centre or contact our support team.