On some rare occasions, users may find that their GT3X/GT3XE devices do not show up in the ActiLife Device Grid when they are connected to their computer; the LED will blink or remain solid, indicating that the device is communicating with the computer, but it is absent from ActiLife. What may have happened is that due to a bug in the USB controller's firmware, the device has become disabled in the Windows Device Manager or the drivers for the device have been removed. To resolve this issue, the user simply needs to re-enable the device or reinstall the drivers. After following this procedure, your device should show up in ActiLife.
** This article does not apply to GT3X+/ActiSleep+/wGT3X+/wActiSleep+/wGT3X-BT/wActiSleep-BT devices **
To do this, first connect your device. Then press and hold the Windows Key on your keyboard and then press the R key. This will open the Run Dialog. In this dialog box, enter "devmgmt.msc" (without the quotes) as shown in the following screenshot and click OK.
This will open the Device Manager. Expand out the Universal Serial Bus Controllers. You should see a device listed under that heading called "ActiGraph USB Device". If it has a Downward Facing Arrow (or a Red X, for Windows XP) on it as shown in below, simply right click on it and choose Enable.
If it has a Yellow Exclamation Point on it, right click and choose Update Driver.
Then choose "Browse my computer..."
In the next screen, enter "C:\Program Files\ActiGraph\Drivers" as the location of the drivers and check the option to include subfolders and click Next
After a few moments, you should see a confirmation screen that the drivers were successfully installed. You can then click Close.
You can then click Close. The device should now be listed under the Universal Serial Bus controllers category.
It should also now be visible in the ActiLife Device Grid.
If you have more than one device with this issue, please repeat this procedure for each of them.
If you need any further assistance, please go to our support portal at https://help.theactigraph.com/home. From there, you can view many helpful FAQ's and Troubleshooting Articles; log in to check any existing Support Requests; or create a new Support Ticket if you are unable to find a solution. You can also email us at email@example.com or give us a call at (877) 497-6996, Monday through Friday, 8 am to 5 pm CST.