My PTZ Pro 2 isn’t recognized by my computer

If you have plugged PTZ Pro 2 into a USB port and after several minutes the device is not recognized in the system or not showing up in your applications, please try the following to ensure whether it is a connection issue rather than problems with your hardware:

1. Check your setup: Are all cables and connections plugged in tightly and correctly?

2. Try a different USB port: Sometimes a USB port on your system may have an issue.

3. Try a different computer: Does the PTZ Pro 2 work fine on another system?

4. If PTZ Pro 2 is connected through a USB hub or extender on the computer side, try plugging directly into the USB port: Some external hubs or extenders may not have adequate power or specifications to support PTZ Pro 2.

For Windows, open Device Manager to check that the driver is properly installed.

1. Device Manager in the Windows Operating Systems.

2. You can access Device Manager by a) hitting the Windows Start then b) typing “Device Manager” in the search bar to the right of the start icon.

3. Open “Imaging Devices” and confirm if Logitech PTZ Pro 2 is listed. If not listed:

• Try a different USB port

• Check if Windows Update is enabled.

• You can access Windows Update by selecting the Windows start icon and typing in Windows Update in the search field. Windows Update settings is controlled by the Administrator of your system, so if you are working in a professional environment, you may need to contact your IT department.

4. If Logitech PTZ Pro 2 is listed but has a yellow exclamation point, then try the following:

• In Device Manager, right-click on PTZ Pro 2 device with the yellow exclamation icon, and select Update Driver.

• In the Update dialog, select Update Driver.

• Select Search automatically for updated driver software.

• Select the Logitech PTZ Pro 2 driver that is listed.

5. If Logitech PTZ Pro 2 is listed without a yellow exclamation point, please then try the following to make sure the latest updated driver is installed:

• In Device Manager, right-click on PTZ Pro 2 device, and select Update Driver.

• In the Update dialog, select Update Driver.

• Select Search automatically for updated driver software

• Select the Logitech PTZ Pro 2 driver that is listed

 For macOS:

1. Select the apple icon at the top left of the screen.

2. Select “About this Mac” in the drop down menu, and then “System Report” in the pop-up box.

3. In the System Report, if the camera is properly recognized, it will be listed under “Camera” as “Logitech PTZ Pro 2.”

4. You may see Logitech Camera instead of PTZ Pro 2 as the video device. In order to select PTZ Pro 2 as your video device, select Logitech Camera. Unlike on a Windows computer, the webcam is labeled by the manufacturer name instead of the specific device name available within the USB descriptor.

If you have taken all these steps and still have an issue, you may have a faulty device or cable.  If you have another PTZ Pro 2 and can try the cable (s) from that device, we recommend trying that first, and if the problem persists, please contact technical support.