Troubleshooting installation and setup

Here are some troubleshooting steps for common installation and setup problems.

Failure to connect to device

Probably the most common problem is a failure to connect to the Azure Sphere device. This problem can occur for many reasons and may trigger any of several error messages, depending on which tools or applications encounter it. The following error messages may indicate a failed connection:

  • An error occurred. Please check your device is connected and your PC has been configured correctly, then retry.
  • Could not connect to the device. Check if your device is connected to the PC. The device may be unresponsive if it is applying an Azure Sphere operating system update; Wait a few minutes and then retry. If this issue persists, try uninstalling and reinstalling the Azure Sphere SDK.
  • An unexpected problem occurred. Please try again; if the issue persists, please refer to aka.ms/azurespheresupport for troubleshooting suggestions and support.
  • Failed to retrieve device ID from attached device: 'Could not connect to the device; please ensure it is attached.'
  • Failed to establish communication with device after recovery.

Failure to connect may occur for any of these reasons:

  • The board is not connected by USB to the PC.

  • The board is not powered.

  • The TAP-Windows adapter is not installed or is not configured correctly.

  • The Azure Sphere Device Communication Service has not yet started.

To resolve the problem, start with these basic steps:

  1. Ensure that the device is connected by USB to the PC.

  2. If the device is connected, press the Reset button on the device. Wait ten seconds or so for the device to restart, and then try the failed command again.

  3. If the error recurs, unplug the device from the USB port, plug it in again, and wait for it to restart.

  4. If the error recurs after restart, use the View Network Connections control panel to check that the adapter exists and is configured to use IP address 192.168.35.1. To access this control panel, press Start and type "ncpa.cpl". Right-click on the Azure Sphere device to view its properties. If Azure Sphere is not visible or does not have the correct IP address, reinstall the Azure Sphere SDK.

If none of these steps solves the problem, try the solutions that follow.

Check the power to the board

If the MT3620 board appears "dead" or unresponsive, the problem could be a lack of power.

Make sure that the real-time clock (RTC) is powered, by either the main 3V3 power supply or a coin cell battery, as described in the MT3620 development board user guide.

MT3620 development boards are shipped from the factory with a jumper header across pins 2 and 3 of J3, which powers the clock from the main power supply. Check that the header has not been dislodged or removed.

Check the TAP-Windows adapter configuration

Azure Sphere tools communicate with attached development boards by using an IP network over USB. This requires the TAP-Windows adapter from OpenVPN Technologies. The Azure Sphere SDK installation procedure installs this adapter on your PC if it is not already present.

However, if a different version of the TAP-Windows adapter is already installed, or if the Azure Sphere device is not connected to the first instance of the TAP-Windows adapter, the Azure Sphere tools may fail to connect to your device.

To determine whether the problem is related to the TAP adapter, first find out how many TAP adapters are installed on your PC, and then modify the installation if necessary.

To determine how many TAP adapters are installed on your PC:

  1. Open Control Panel.

  2. In Windows Settings, select Network & Internet, and then select Change Adapter Options. You should see only one TAP adapter, as in the screenshot:

    One TAP Adapter

    If you see more than one TAP adapter, or if you see only one TAP adapter but its name is not Azure Sphere, follow these steps to uninstall all TAP adapters and reinstall the SDK. If you see no TAP adapters, reinstall the SDK.

To uninstall the TAP adapters:

  1. Click Start and type "Device Manager".

  2. In Device Manager, open Network Adapters and select TAP-Windows adapter:

    Device Manager with TAP adapter

  3. Right-click TAP-Windows adapter and select Uninstall Device. In the dialog box, check Delete the driver software for this device, then click Uninstall.

  4. Open a command prompt as Administrator and run the following Powershell installer script:

    powershell -ExecutionPolicy RemoteSigned -File "%ProgramData%\Microsoft\Azure Sphere\TapDriverInstaller\TapDriverInstaller.ps1" Install

    If the installation succeeds, restart the Azure Sphere Device Communication Service:

    net stop AzureSphereDeviceCommunicationService

    net start AzureSphereDeviceCommunicationService

  5. Reinstall the Azure Sphere SDK Preview for Visual Studio.

Failure to create three COM Ports

After you set up an MT3620 development board, you should see three COM ports in Device Manager. If you see only one or two, as in the following screenshot, you may have a problem with the FTDI driver:

Device Manager shows two COM ports

To resolve this problem:

  1. Open Device Manager by clicking Start and typing "Device Manager."

  2. Under Universal Serial Bus controllers, select "USB Serial Converter A." Right-click the name, select Uninstall Device, and delete the driver if given the option:

    Uninstall device and delete driver

    Repeat this step for "USB Serial Converter B" through "USB Serial Converter D. As you uninstall the USB Serial Converters, you should see the USB Serial Ports also disappear from the Device Manager window.

  3. Unplug your development board from your PC and plug it back in again. "MSFT MT3620 Std Interface" should appear with a triangle warning icon, which indicates no driver is available.

  4. Right-click on one of the "MSFT MT3620 Std Interface" devices and select Update driver. Choose "Search automatically for updated driver software." Updating one should fix them all. You should now see three USB Serial Ports in the Ports section.

USB errors

If the following error occurs after you attach an MT3620 development board, you may have a USB error:

Windows has stopped this device because it has reported problems. (Code 43) A USB port reset request failed.

To resolve this error, try these steps:

  1. Plug the device into a different USB port on the PC. If the error occurred when the device was plugged into a USB hub, plug it into a port on the PC instead.

  2. If the problem recurs, plug the device into a powered USB hub. In some cases, USB ports do not provide adequate power for the board, so a powered hub may solve the problem.

PC drops connection to Azure Sphere

If your PC can connect to the Azure Sphere device, but often drops the connection, you may have a conflict in the IP subnet.

Azure Sphere uses subnet 192.168.35.*. If you have other software that uses the same subnet, either disable that software or limit the range of IP addresses that it uses.

Currently, you cannot change the range of IP addresses that Azure Sphere uses.