To determine which is at fault, please do the following items.
Unplug the USB cable from the head of the camera and the computer.
Ensure that the USB port on the computer is a USB 3.0 port. You will be able to determine this by seeing if there is a blue USB plug on the computer or looking for the letters SS adjacent to the USB port. If you are a Meibox 1.0 Software user, the original port may not work any more as the newer software requires faster speeds. If there are other USB ports available, test the remaining ports to see if they are able to detect the camera system.
Load software to determine if the software is detecting the camera system. If the software is detecting the camera system, it is likely the computer with the issue has a faulty USB port. If camera is not detecting with a second computer system, contact us for further instructions. The device may need to be inspected. Contact us for additional support instructions.