Support

Technical Support Questions

Expansion Cards (PCI/PCIe/CB/EC/USB)

If you install a new PCI or PCI Express expansion card and Windows will not load or Windows cannot detect your expansion card, there are some quick tests that you can perform to identify the issue. 

  • Turn off the computer, unplug the power cord, and remove the expansion card. Put the card back into the computer, making sure to apply firm pressure across the entire card. If the card is on an angle, it can cause issues and may not function properly. 

Note: This is a common problem with PCI Express x1 expansion cards.

  • Move the expansion card to another PCI or PCI Express slot. 

Note: PCI Express expansion cards work in PCI Express slots that are longer than the cards and do not use the entire slot's capabilities. PCI Express expansion cards do not fit or work in PCI expansion slots, and PCI expansion cards do not fit or work in PCI Express expansion slots.

  • Put a different expansion card in the slot that is experiencing the issue with the new expansion card.
  • Put the new expansion card in another computer.
  • If you completed the previous steps and determined that the problem is not with the card or expansion slots on the motherboard, update the motherboard's BIOS.

To determine if Windows detects your expansion card, you need to check Device Manager to see if the card is listed under the appropriate heading or listed with an error. An example of an appropriate heading for a USB controller card is Universal Serial Bus controllers. The expansion card is listed in Device Manager as the name of the chipset. You can find the name of the chipset on the Technical Specifications tab for the product ID on http://www.startech.com/.

To open Device Manager, press the Windows key + R, type devmgmt.msc, and press Enter.

To determine if Mac OS detects your expansion card, you need to check System Information to see if the card is listed under the appropriate heading or is listed with an error (for example, Device has not been configured). An example of an appropriate heading for a network card is Ethernet Cards. The expansion card is listed in System Information as the name of the chipset. You can find the name of the chipset on the Technical Specifications tab for the product ID on www.startech.com/Support.

To open System Information, complete the following:

  1. In the upper-left screen, click the Apple icon.
  2. Click About This Mac.
  3. Click More Info or System Report.

If you installed a new PCI or PCI Express expansion card and Mac OS cannot detect the card, you can complete the following troubleshooting tasks to help to resolve the issue:

  • Turn off the computer, unplug the power cord, and remove the expansion card. Put the card back into the computer, making sure to apply firm pressure across the entire card. If the card is on an angle, it can cause issues and may not function properly.
  • Move the expansion card to another PCI or PCI Express slot.

Note: PCI Express cards work in PCI Express slots that are longer than the card and do not use the entire slot's capabilities. PCI Express expansion cards do not fit or work in PCI expansion slots, and PCI expansion cards do not fit or work in PCI Express expansion slots.

  • Put a different expansion card in the slot that is experiencing the issue.
  • Put the new expansion card in another computer.

If you completed the previous steps and determined that the problem is not with the card or expansion slots on the motherboard, you may need to update the EFI firmware on your system.

To determine if Windows detects your expansion card, you need to check Device Manager to see if the card is listed under the appropriate heading or listed with an error. An example of an appropriate heading for a USB controller card is Universal Serial Bus controllers. The expansion card is listed in Device Manager as the name of the chipset. You can find the name of the chipset on the Technical Specifications tab for the product ID on https://www.startech.com/.

To open Device Manager, press the Windows key + R, type devmgmt.msc, and press Enter.

If you install a new CardBus or ExpressCard expansion card and Windows cannot detect the card, there are some quick tests that you can complete to identify the issue. 

  • Turn off the computer, unplug the power cord, and remove the expansion card. Put the card back into the computer, making sure to apply firm pressure across the entire card. Press the expansion card as far into the slot as it can go. The expansion card should click into place. 
  • Put a different expansion card in the slot that is experiencing the issue with the new expansion card.
  • Put the new expansion card in another computer.
  • If you completed the previous steps and determined that the problem is not with the card or expansion slots on the laptop, update the motherboard's BIOS.

To determine if Mac OS detects your expansion card, you need to check System Information to see if the card is listed under the appropriate heading or is listed with an error (for example, Device has not been configured). An example of an appropriate heading for a network card is Ethernet Cards. The expansion card is listed in System Information as the name of the chipset. You can find the name of the chipset on the Technical Specifications tab for the product ID on https://www.startech.com/Support.

To open System Information, complete the following:

  1. In the upper-left screen, click the Apple icon.
  2. Click About This Mac.
  3. Click More Info or System Report.

If you install a new CardBus or ExpressCard expansion card and Mac OS cannot detect the card, you can complete the following troubleshooting tasks to help to resolve the issue:

  • Turn off the computer, unplug the power cord, and remove the expansion card. Put the card back into the computer, making sure to apply firm pressure across the entire card. Press the expansion card as far into the slot as it can go. The expansion card should click into place. 
  • Put a different expansion card in the slot that is experiencing the issue with the new expansion card.
  • Put the new expansion card in another computer.

If you completed the previous steps and determined that the problem is not with the card or expansion slots on the motherboard, you may need to update the EFI firmware on your system.

To check if Windows detects your USB device, you need to go to Device Manager to see if your USB device is listed under the appropriate heading or listed with an error. For example, an appropriate heading for a USB serial adapter is Ports (COM & LPT). The USB device is displayed in Device Manager under the name of the chipset. To find the name of the chipset for your product, navigate to https://www.startech.com, search for your product, and click the Technical Specifications tab.

To open Device Manager, press the Windows key + R, type devmgmt.msc, and press Enter.

If you install a new USB device and Windows cannot detect the USB device, you can perform some quick tests to rule out potential issues. 

  • Open Device Manager and then disconnect the USB device from your computer. Wait a few moments and then reconnect the device. You should see a device disappear from Device Manager when you remove the device, and it should appear again when you reconnect the device.
  • Connect the USB device to another USB port.
  • Connect the USB device to another computer.
  • Update the USB device drivers.

To determine if Mac OS detects your USB device, you need to open System Information on your computer to see if your USB device is listed under the appropriate heading or is listed with an error (for example, "Device has not been configured"). Examples of appropriate headings for a USB video adapter include "USB without the driver installed" or "Graphics and Displays". The USB device is displayed in System Information, under the name of the chipset. You can find the name of the chipset by navigating to https://www.startech.com/Support, searching for the product ID, and clicking the Technical Specifications tab.

To open System Information, complete the following:

  1. In the top-left of the screen, click the Apple icon.
  2. Click About This Mac > More Info > System Report.

If you install a new USB device and Mac OS does not detect it, you can complete the following tests to identify the issue:

  • Open System Information and disconnect the USB device from your computer. Wait a few minutes, and click File Refresh Information. Reconnect the USB device. You should see a device disappear from System Information when you remove the USB device, and it should appear again when you reconnect it.
  • Connect the USB device to another USB port.
  • Connect the USB device to another computer.
  • Update the USB device drivers.

Customer Support

Find answers for sales, orders and resellers and other related topics.

Product

Where do I find the Product ID?