topic Re: Cisco Webex Desk Pro - USB C connection issue. in Webex Devices

Cisco Webex Desk Pro - USB C connection issue.

norman.lim — Mon, 20 Sep 2021 08:25:36 GMT

I just received two units of Cisco Webex Desk Pro from my HQ.

I have issue with the USB C connection with one of them.

When I connect the USB C cable to a Windows 10 laptop, it doesn't detect any devices of the Cisco Webex Desk Pro.

I tried to swap the cable between both Desk Pro, but both cable give same result, could not detect any devices of the Cisco Webex Desk Pro. I received message "The last usb DEVICE you connected to this computer malfunctioned, and Windows does not recognize it".

When I connect using HDMI cable, it could detect the monitor and speakers of the Desk Pro.

I have no issue with the other unit, when I plugged the USB C cable to my Windows 10 laptop, it detected the Camera, Microphone, Speaker and Monitor of the Desk Pro.

Please let me know how to solved this issue.

Re: Cisco Webex Desk Pro - USB C connection issue.

Nithin Eluvathingal — Mon, 20 Sep 2021 09:26:48 GMT

Are you trying to Use Cs kit Pro as you Camera and Mic for a meeting on your windows machine making use of Usb Passthrough. if yes AFAIK cs kit pro doesn’t support that. USB passthrough is support only on Deskpro and CS kit MINI.

Re: Cisco Webex Desk Pro - USB C connection issue.

norman.lim — Mon, 20 Sep 2021 08:52:32 GMT

No. I don't have Codec Pro. I have only Cisco Webex Desk Pro.

Re: Cisco Webex Desk Pro - USB C connection issue.

Nithin Eluvathingal — Mon, 20 Sep 2021 09:31:18 GMT

I got confused,

Both working and non working are of same firmware version ?

could you please try a different USB-C cable.

if Smartnet available I would suggest to raise an RMA.

Re: Cisco Webex Desk Pro - USB C connection issue.

norman.lim — Mon, 20 Sep 2021 09:36:03 GMT

I have two units of Desk Pro. Both units have updated RoomOS version.

One unit is working well.

The other unit has issue with the USB-C connection.

I tried to swap the USB-C cable but it does not help.

I just opened this case to Cisco Case Manager website.

Thanks for your response.

Re: Cisco Webex Desk Pro - USB C connection issue.

Khalidsg — Tue, 12 Oct 2021 21:11:41 GMT

Check if there is any security control application that may block USB ports.

Re: Cisco Webex Desk Pro - USB C connection issue.

patrick blazy — Fri, 30 Sep 2022 08:40:47 GMT

I've got the same problem on Mac and Windows, already changed the cable, reboot all the devices. Could it be a physical issue and how to fix it ?

Re: Cisco Webex Desk Pro - USB C connection issue.

kevinbr453 — Fri, 30 Sep 2022 13:06:09 GMT

@patrick blazy wrote:
I've got the same problem on Market-Promocode and Windows, already changed the cable, reboot all the devices. Could it be a physical issue and how to fix it ?

What version of Cisco are you using?

Re: Cisco Webex Desk Pro - USB C connection issue.

patrick blazy — Fri, 30 Sep 2022 13:19:31 GMT

I've just checked the update this morning using 10.19.1.5
I think it's a physical issue, I've open a call to Cisco about that