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Some laptops are unstable with Impera/Neets keypad controllers using USB

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We have received some reports from installers that they are experiencing an unstable connection to their Oscar, Echo and Echo Plus keypad controllers.

Error description

1. It takes a long time to detect the Impera controller when connected via USB (around 20-25 seconds)
2. Unstable communication ("Get information" and project upload fails or takes a long time)

We have mostly seen it being an issue on Echo, Echo Plus and Oscar. 

 

We have experienced issues with the below models, but there are others as well using the latest Intel 11th Gen chipset..

Lenovo ThinkPad T15

Lenovo ThinkPad E15

Lenovo ThinkBook 15 G2 ITL

Asus TUF Gaming FX504G

You can see in Windows settings > System > About this PC, which generation of chipset it is using. i.e. 'Intel(R) Core(TM) i7-8565U CPU @ 1.80GHz 1.99 GHz' is a 8th Generation chipset. 

Workaround

Connect the Impera keypad controller to an external USB hub instead of directly to the USB ports in the laptop.

Solution

Reported to RnD