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Troubleshooting

If you experience any issues with your ThunderSync5-C16 PD, try the following steps. If the issue is not resolved, contact your local vendor or Cambrionix. For Cambrionix Support see Help and Support on our website.

Common troubleshooting tips​

  • If you connect the same device directly to the port the hub is in, does it appear to the OS?
  • If you plug a device (phone, USB stick) into the hub, does it appear in the OS (Device Manager / System Information etc.)?
  • Are you using a Thunderbolt™ host cable? (USB Type-C does not equal Thunderbolt™.)
  • Is the Thunderbolt™ cable connected to a Thunderbolt™ port?
  • Try switching cables with ones that are known to work, or use a cable from a hub that is working.

Logging through Cambrionix Connect​

If we need to investigate a bug or issue, we may ask for logs. To obtain a zip of the logs:

  1. Open Cambrionix Connect.
  2. Select the Computers tab.
  3. Select localhost or the name of the computer you are obtaining logs from.
  4. Click Hub API.
  5. Expand API Logging Sections → Advanced logging settings.
  6. Tick Select all and click Save.
  7. Reproduce the issue, note the time and date, then go back to the API page and press Zip logs.
  8. Un-tick Select all, save, and send the logs to support.

The API keeps a maximum of 20 logs at 256 MB each.

Default log locations​

  • Windows: C:\ProgramData\Cambrionix
  • macOS: Library > Logs > Cambrionix
  • Linux: /var/log/cambrionix

Hardware failure / flashing LEDs​

If the hardware fails, the LEDs can flash in a pattern to indicate the type of failure. If no downstream port LEDs are on, the red power LED may flash in a pattern (e.g. four short blinks followed by eight long/short flashes, representing a binary error code). Refer to Cambrionix support or the error code list for interpretation.

No power​

The ThunderSync5-C16 PD is powered by an external PSU. If the hub does not power on, check that the mains cable and PSU are connected and the mains supply is on. Check the Power Specifications and Hub Specifications. If the PSU or cable is damaged, replace with a compatible part (PSU part number 200656).

Device connection issues​

For device detection, connection drops during updates, or unstable connections, see Cambrionix Connect documentation and support. Tips include: ensuring the device is trusted on the host, using OEM cables, and in some cases disabling CDP or setting ports to always on via advanced settings or the API. For endpoint limits, reducing the number of devices or using USB 2.0 can help.

Hub connection issues​

Hub not connecting to host: Ensure USB/Thunderbolt drivers on the host are up to date. FTDI drivers may be required: https://ftdichip.com/drivers/.

Cannot access the COM port: An error such as "COM (number) could not be opened (Access is denied)" usually means another application is using the COM port. Close other applications that use the COM port before opening it again.

Using with a headless system​

If you are using a headless system with no GUI and need to enable logging for support, create the logging config file manually:

echo '*=DEBUG' > /etc/opt/cambrionix/cambrionix.log.cfg

Reproduce the problem, then zip the logs from:

/var/log/cambrionix

You may delete the config file when finished:

/etc/opt/cambrionix/cambrionix.log.cfg

Software troubleshooting​

Some users have noted that the API can cause high CPU usage; this can sometimes be linked to the API recorder service. If you are not using it, we recommend uninstalling it. For general program uninstallation, use your operating system’s standard method (e.g. Settings > Apps).

Firmware update​

If you have older hardware with firmware below the version required for the Cambrionix Hub API, update to the latest firmware using the Command Line Updater: https://www.cambrionix.com/cambrionix-clu.