1. Ensure the current Edgeport driver is installed.
2. If possible, connect the Edgeport directly to the computer - not through a USB hub, not through a USB active extension cable, etc. - using a short, known-working USB cable.
3. Close any related software applications and/or services, i.e. software that is configured to open the Edgeport's serial (COM) ports.
4. In normal operation, while the Edgeport is installed, ready for use, and idle, the System Status LED should blink slow Green.
Note: The Edgeport/1 model does not have a System Status LED.
4. In Windows Device Manager, there should be an "IonMultiPortSerial" category, with one or more Edgeport components in that category. One or more Edgeport COM ports should be present in the Ports (COM & LPT) category. There should be NO Edgeport-related components with Yellow warning icons (gray/purple (?) icons are OK).
5. Unplug all serial cables from the Edgeport, leaving only the USB cable connected from the Edgeport to the PC, then unplug/replug the Edgeport's USB cable.
6. Launch the Edgeport Configuration Utility from the Start Menu. The Edgeport should be listed in the General tab. Double-click the Edgeport, to expand it, and ensure all of the serial (COM) ports are listed, each with a unique COM port number.
7. Select the Edgeport, click "Test Ports", leave all of the settings at their default values, then click "Begin Test". Each port should either Pass or Fail the test. Note which ports Pass vs. Fail. Run the test a few times in a row by clicking Begin Test each time. The progress bar at the bottom should move from left-to-right during each test. If all ports constantly Pass the test, this suggests the Edgeport is in working order. If one or more of the ports Fail the test, the Edgeport may be defective, but more likely, it's due to a COM port conflict.
Troubleshooting COM port conflicts:
Ports that Fail the Edgeport's confidence are usually due to COM port conflicts. For example, if one of your Edgeport's serial ports is configured for COM 3 and you have another device attached to that computer that's also configured for COM 3 (such is commonly the case with modems) then that port would likely (but not necessarily) Fail the confidence test. This is because COM port numbers should not be shared.
Bluetooth devices, other USB-to-serial converters, and onboard serial ports commonly cause conflicts. Check Windows Device Manager to see if you have any of those devices and what their COM port numbers are.
It's generally advisable to avoid COM ports COM 1 and COM 3 since onboard COM ports are usually configured for COM 1 and modems are usually configured for COM 3. The safest bet would be to use higher COM port numbers, as long as your software supports them.
The Edgeport's COM port configuration can be changed, if needed, by clicking the "Configure" button in the Edgeport Configuration Utility. If you do change one or more COM port numbers, click OK twice then unplug/replug the Edgeport's USB cable.
A great test is to configure the Edgeport's COM port numbers to 101 and up - i.e. 101, 102, 103, and 104 for an Edgeport/4 - as these COM port numbers are likely not already used. Afterwards, run the confidence test as described above.
A. When re-configuring Edgeport COM port numbers, if you see an error message saying the COM port numbers are already in use, please ignore it. This message is not always accurate. Instead, trust the results of the confidence test.
B. If you have a loopback plug, connect it to the serial port(s) being tested, and uncheck "Use Digital Loopback". Looback plugs are not shipped with Edgeports, so the default option is the Digital Loopback test.