PPK2 not detected by device manager / windows 11

[Elias Lima]

Hi,

I just bought a new PPK2. After installing "nRF Connect for Desktop", when I plug USB into PPK2, Windows 11 shows USB Device Not Recognized error.

I tried with different cables and computers with the same error. I believe drivers are missing. Can anyone tell me how to install the correct driver or how to solve the problem?

Thanks.

[Charlie]

Hi Elias,

You do not need a driver for PPK2, it is installed automatically.

1) There are two use ports on PPK2, can you confirm that you are using USB DATA/POWER?

2) Did you test with a Win10 machine?

Best regards,

Charlie

[Elias Lima]

Hi Charlie,

Yes, I'm using Data/Power.

No, I didn't try on Win10.

On device Manager it says:

Unknown USB Device (Device Descriptor Request Failed).

and 

Windows stopped this device because it encountered problems. (Code 43)

I've tried all the suggestions, but I believe it didn't find the correct driver.

I removed all software and reinstalled it without success.

Is there any way to completely remove the software  with all drivers to re-install? If I use the stand uninstall of windows, still a lot of register entrees (REGEDIT).

Only once it worked and I got the report bellow, then it stop working.

Thanks,

Elias

# nRFConnect System Report - 2022-12-16T19-05-39.611Z

- System: System manufacturer System Product Name
- BIOS: American Megatrends Inc. ALASKA - 1072009
- CPU: 1 x Intel Core i7-8700K 3.7 GHz 12 cores (6 physical)
- Memory: 25.4 GB free of 31.9 GB total
- Filesystem: C: (NTFS) 1.8 TB 7.7% used

- OS: Microsoft Windows 11 Pro (10.0.22000) Windows ia32

- Versions
- kernel: 10.0.22000
- git:
- node: 14.16.0
- python: 3.9.10
- python3: 3.10.8
- nrf-device-lib-js: 0.4.13
- nrf-device-lib: 0.12.8
- nrfjprog DLL: 10.16.0
- JLink: JLink_V7.66a

- Connected devices:
- E0A5ABE3F537 : COM6
- : COM1

- Current device:
- name: PPK2
- serialNumber: E0A5ABE3F537
- cores: Unknown
- website: www.nordicsemi.com/.../Power-Profiler-Kit-2

[Turbo J]

Code 43 is the br0ken device code - the device is nor longer able to correctly talk "USB" at all.

I'd try a new USB cable fist, but that code implies hardware problems.

[Charlie]

Hi Elias,

This could be an OBF(Out of box failure) if you did not successfully use this PPK2 with a PC before. You can further test it with another PC or test another PPK2 with your PC if you are able to get one to confirm.

Try to contact the local distributor or our sales team to get replacement for a broken PPK2.

Best regards,

Charlie