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Oxigen 49 not recognized by firmware updater

hello all

all of the suden my Oxigen 49 does not get recognized neither in pro tools nor by the firmware updater. im using win 10 i ve changed cables, i,ve tried all the usb ports available.
2 weird things happened: it shows twice in the Device Manager under Software Device and under Sound Controller. however, in pro tools 2019 keeps telling me that can not communicate with the device and to power cycle it.
weirdly it was working fine until this morning.
please if someone knows a solution or possible fix.
also, is virtually impossible to contact M-Audio techical support because they need a support code that i can not figure out how to get. anyone can help??
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  • Eliza (Official Rep) January 31, 2020 14:19
    Hey Mario,

    Thanks for posting!

    Sorry to hear that you're having trouble. since this unit is class-compliant, I recommend testing it with a different computer to see if you can establish a connection. If not, the issue is most likely with the unit's USB terminal. Power and data are sent on different pins in the UB jack, so it's possible that the data pins are damaged.

    Try this and let me know how it goes!
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