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Axiom Air 32 Mini - problem with USB 3

Hello. I wanted to use a support code for this, but I registered my new keyboard and didn't even get that email I'm supposed to receive, so I'll try here.

I've identified my problem. I'm using Win7, drivers for the keyboard are installed, they work perfectly on MuseScore. Problem is, it only works on USB2, and my only USB2 port is a bit far from what's comfortable for me. Before I buy something else (like a longer cable, the one that came with the keyboard is super short) I want to try to fix this software issue for the USB3 port.

Whenever I plug in the keyboard to a USB3 port, Windows says it doesn't recognize it. When I go to device manager, it's listed as "unknown device". It seems I can set it to use a specific driver installed on my computer, but I really don't know what's the name of the file I'm supposed to tell it to use. I know I installed it, and there is an uninstaller as well, but I don't know more. Windows won't find it on its own, too.

I hope you can help me with this, thanks.
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  • Hey Cecilia,

    Thanks for posting!

    Sorry to hear that you are having trouble! I would recommend updating your system's USB drivers as they may be outdated. Your computer's manufacturer will have driver updates available on their website so I recommend checking that first.

    If after updating the drivers you are still having trouble, I do recommend using the USB 2.0 port instead. The Axiom is an older product and sometimes will have issues transmitting over USB 3.0 ports.

    Let me know if you have any questions!
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  • Hello, thanks for replying. I don't know which manufacturer I should contact anyway, since I made my computer with several pieces many years ago. I did attempt to update the intel USB drivers with help from a friend who knows more about this than I do. But it didn't seem to work.

    I couldn't use the USB2 port with a USB extension cord I had at home either, not sure why. I'm currently waiting for a new, longer mini USB-USB cable on the mail and I hope it works. But I wish I knew this sooner, to be honest. This also seems to be only a problem for Win7 users.
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  • So the cable arrived and it doesn't work. I still don't know what this cable needs to work, I bought one with 5 pins and ???? just what does it need, this is incredible. The short one messes up with my programs all the time because it disconnects accidentally because it's too short.
    • Hey Cecilia,

      Sorry to hear that you're still having trouble. It sounds like you purchased a 5-pin MIDI DIN cable. The Axiom doesn't have a MIDI DIN port so you won't be able to connect the controller with it.

      If you need a longer cable to connect your Axiom, you'll want to look for a USB A to Mini-USB cable. These are standard across the industry and can be ordered online or purchased at your local electronics store.
    • No, sorry, I maybe didn't explain myself correctly. I meant I purchased a mini-USB that is 5 pins as well. Mini-USB to USB. But not that one, not the others I had at home worked. Windows said it didn't recognize the device (with the keyboard only). My frustration comes from not knowing what does this mini-USB to USB cable need to work, since I thought this one would. This is the link where I got it from, by the way: https://www.ebay.es/itm/Cable-3m-Carg...
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