This is just a users forum not customer service. If nobody knows they don't post. When you tried the update did you turn off your AV and is your Adobe Flash up to date? Did you try different USB ports? Make sure it's connected direct and not using a hub. If it's a desktop use a port on the back.Also don't use a cable longer than the one supplied. What OS are you using and is it up to date? Do you have another PC to test it on?