Cambrionix Thundersync2-16 Universal USB Thunderbolt 16 Port Hub User Manual

Cambrionix Thundersync2-16 Universal USB Thunderbolt 16 Port Hub

• Please note this product has been discontinued

Your Thundersync2-16 at a glance

The Thundersync2-16 has been designed to provide high-speed data transfer to USB-compliant devices and expand the endpoint limits. The Thundersync2-16 can charge attached USB devices without using a local computer. The Thundersync2-16 allows any USB compliant device to be charged at its optimum rate (up to 2.4A). The firmware can be updated to ensure the Thundersync2-16 can manage the latest devices. It is ready to charge out-of-the-box and sync devices when attached to a host computer. When a local (host) computer is attached, the host can control the operation of each port using software provided by Cambrionix. Device charging and synchronization can be monitored through Cambrionix’s LiveViewer Application, the Application Programming Interface (API) or Command Line Interface (CLI). Cambrionix’s monitoring and control software can be downloaded from https://www.cambrionix.com/software With your Thundersync2-16 there is a Thunderbolt™ 2 connection to the host capable of up to 480 Gbps. The upstream data transfer rate will be shared amongst the downstream connections.

Key Features

• Each high-speed port can transfer data up to 480Gbps
• Each port can charge devices up to 2.4A (12W)
• Up to 96 devices can be connected at once using multiple hubs

Safety

This user manual is for informational purposes only, it contains information for the start-up and operation of this product. Note: the contents and the product described are subject to change without notice. To avoid injuries and damage, observe the safety instructions in the user manual. This manual has been arranged to follow the IEC/ICEE 82079-1 standard. This is to facilitate the easier understanding and location of information relating to the Thundersync2-16. Any errors or omissions can be reported using our support ticket system (see Help and Support). This way, any issues that are discovered can be acted on quickly and we can update the documentation to reflect this. Understanding and observing the instructions in this user manual are prerequisites for hazard-free use and safety during operation. This user manual cannot cover all possible applications. If you would like additional information or if problems arise that are not sufficiently addressed in this manual, please ask your distributor or contact us directly using the means preferred, which are located on the back cover of this manual.

CAUTION

• Personal Injury and Damage to the Product
• Always observe the safety instructions in this user manual

Signal word panel
Depending on the probability of serious consequences, potential dangers are identified with a signal word, the corresponding safety colour, and if appropriate, the safety alert symbol.

CAUTION
Indicates a potentially hazardous situation that, if not avoided, may result in moderate or minor (reversible) injury.

CAUTION
Indicates a potentially hazardous situation which, if not avoided, may result in damage to the product and its functions, or to property in its proximity.

Safety alert symbol
Use of the safety alert symbol indicates a risk of injury. Observe all measures that are marked with the safety alert symbol in order to avoid injury

Pictograms
These symbols will be used throughout this documentation to alert to any potential dangers or any actions that must be taken.

Product modification
Cambrionix products are designed and manufactured to meet the requirements of UK and international safety regulations. Modifications to the product could affect safety and render the product non-compliant with relevant safety standards, resulting in injury or damage to the product.

CAUTION
An electric shock or personal injury may occur

• Do not modify the product in any way.
• Do not dismantle the product.
• Do not open the product

CAUTION

Fire, or personal injury may occur

• Do not obstruct air vents on the product.
• Do not cover the product in or place near combustible material.

CAUTION

• Damage to your product may occur
• Do not bend or compress any part of the product.

Power supply
This section describes the safety precautions you must follow when using the external power supply.

CAUTION

• An electric shock or personal injury may occur
• Do not use a damaged power cord or plug, or a loose power socket.
• Do not touch the power plug with wet hands.
• Do not allow liquids to come into contact with the unit or power supply.

CAUTION

• Damage to your product may occur
• Do not short circuit the Power Supply Unit (PSU) supplied with your product.
• Do not disconnect the power cord while the product is being used.
• Do not bend or pull the power cord with excessive force.
• Do not use a power supply that exceeds the power supply specifications within this manual

Storage and Installation
This section describes safety precautions you must follow when installing and storing your Thundersync2-16.

CAUTION

• An electric shock or personal injury may occur
• Do not place the power cord near heat sources.
• Connect the plug only to an earthed socket.

CAUTION

• Damage to your Cambrionix product may occur
• Operate the product only in an environment where the ambient temperature is inside the operating temperature range.
• Operate the product only in an environment where the relative humidity is inside the operating range.
• Be careful not to leave the power cord underneath a heavy object.

CAUTION

• Overheated power sockets may cause a fire
• Do not overload the power socket that your hub is connected to.
• Insert the power plug into the socket so that it is not loose.

CAUTION

• Overloading the brackets may cause a failure
• The rack brackets for all our products are not designed to be used in a mobile application, bracket failure could occur if the units are not supported fully e.g Shock during road transport.

Getting Started

This manual provides a reference for end-users installing for the first time and using their hub afterwards. As well as a guide for product safety-related information. The Thundersync2-16 is intended to be used in an indoor static environment in which the environment falls within the tested specifications to provide charge, sync and management functionality. Please see the physical specifications section of this manual for information on the environment specifications. 4.1.

Unpacking your product
When you have received your product, please check the packing slip inside the box to ensure all contents and quantities are correct before opening. This is to avoid retesting and repackaging any items that are not required. When opening the packaging, use a suitable method to open the box i.e, do not use a knife. This is to ensure the product is not damaged.

CAUTION
Personal Injury and Damage to the product There will be a label on the hub advising you to read the User manual before use. This will need to be removed before use as it may be covering host ports, vents etc.

What’s Included

• Thunderbolt™ 2 Cable (to provide communication between the host system and hub) l
• Thundersync2-16 Hub
• 2m Mains power cable (Country specified on order including fuse for the UK plugs)

Connecting to the mains
Periodic inspections should be made to power supply cables and any USB cables for any signs of damage. If any damage is found, replace the damaged cord before further use. Please note that USB specifications require a minimum 100 mA charge current to be available during data transfer. As indicated in above, if the attached device has a BC1.2 compliant CDP port, the device can draw up to 2.4A whilst transferring data. 4.4.

Charging
Your Thundersync2-16 will allow your device to charge at the maximum rate possible up to 2.4A. The way that charging takes place is the Thundersync2-16 will provide the device with a capability to charge and the devices USB charging controller will determine the maximum amount of charge it wants to draw down. Although a maximum charge rate of 2.4A is possible, the device itself determines the exact rate and as such you may not see the maximum amount of charging on every device type that is connected.

Cables
Some USB cables are data transfer only, and some are power delivery only. There are also options that can handle both tasks. Be sure to verify a cable’s abilities before purchasing it and select a cable which can handle the speeds and power transfer that you require. We would advise using the cable that was provided with the device to connect to our hubs. 4.6.

Registration
You may register your product at www.cambrionix.com/product- registration

Help and Support

FAQs and help can be found on the Help page here

• www.cambrionix.com/help_pages/help.

You can raise a support ticket for more in depth support here

• https://cambrionix.atlassian.net/servicedesk/customer/portals

You can also download any of our manuals and keep up to date at the link here l

• www.cambrionix.com/product-user-manuals

When contacting support, please supply the product information for the hub in question. This can be found on the Device Information Plate which is either on the underside or back of the unit. Providing serial and Purchase order numbers, can help identify your specific product and speed up the process.

Using your Thundersync2-16

In this section, you can find information using your hub in charge or sync application. You can also find information on managing your hub, changing port modes, connecting multiple hubs to one host and using Cambrionix Software. 5.0.1

LED States
Your Thundersync2-16 has inbuilt LEDs used to show the state of the ports, devices and the power state. These LEDs can be configured to support your use case; this can be controlled either by using the API to send commands directly or through separate software. When the hub is powered on all the available LED’s will flash once and then revert to the default behaviour mentioned below.

Fan Behaviour
Your Thundersync2-16 has an inbuilt fan used to cool the product when internal temperatures rise above a set threshold. On power up the fan will spin for approximately a second before turning off. The temperature at which the fan should begin to cool the device is 35 °C, the fan will be at max speed when the internal temperature reaches 45. Once the Thundersync2-16 is below internal temperature of 35 the fan will switch off. With the Thundersync2-16 there is also an internal power supply that has its own fan which will continuously be active with a very low sound level (less than 47db at full load)

Using without connecting to a host
When the Hub is switched on and is not connected to a local host computer it is automatically configured to charge devices using its intelligent charging algorithm. Connect the devices to be charged to any of the available ports (not the Host Port) using USB-compliant cables. Once the devices are connected, the algorithm will detect the highest charge rate allowable for each attached device. Charging at the optimum rate (up to 2.4A) specified by the manufacturer will commence once profiling is complete. Depending on the state of charge of the device attached, this may take tens of seconds.

Using when connected to a host

Connecting the Hub to a host computer
You can use either Thunderbolt™ host port on the rear of the hub to connect to your host system; there are two ports on the rear, so you can use one port to connect the host and the other port to daisy chain multiple hubs.

Charging
When the Host Port is connected to a local computer, the hub defaults to Sync mode and charge currents are determined according to USB Implementers Forum (USBIF) Super-Speed USB3 specifications. If the attached device complies with USB-IF Battery Charging specification BC1.2 and supports Charging Downstream Port (CDP), the hub can provide high-speed charging at 1.5A. If the connected device does not comply with BC1.2, the charge current will be limited to 500mA in compliance with USB specifications. If you wish to limit the charging to your devices whilst connected to your host system then you can disable CDP. You can disable CDP through Internal hub settings either by going through the advanced settings and turning “Sync charge” off or through the API and disabling it via code. For example, the instructions would be below using the command line. The CLI commands for turning off the sync charge options, with a 1 or 0 per port.

This can also be done via the API if this is easier. Just supply that string (joined with \n) like:

Note that settings_reset clears any previous settings, so if you need to retain something else, it would be better to issue settings_display first, which gives you the entire settings which you can then modify and re-issue in entirity.

Data Transfer
If you wish to transfer data, change applications, restore or update your mobile device, a data connection to a local host computer is required. The Cambrionix API and software is compatible with macOS®, Windows™ and Linux® operating systems and can transfer data between these operating systems and many mobile operating systems such as iOS™ and Android™. In order to transfer data, connect the host port to your local (host) computer using a Thunderbolt™ 2 compliant cable. Any devices connected to the hub will now appear as if they were connected to the host computer’s USB port.

Scalability
USB controllers generally have an endpoint limit, limiting the number of devices that can be enumerated when connected to the USB3 port of a local computer. USB3 port xHCI host controllers in most computers limit the number of endpoints enumerated between 64 and 128. Mobile devices enumerate as more than one endpoint, and complex devices with touch panels often enumerate as 5 or 6 endpoints. Consequently, the number of devices that can be successfully enumerated is typically limited to less than twenty. By using Thunderbolt™ connectivity and incorporating host controllers inside the hub each port can handle up to 16 endpoints. If you wish to synchronise more devices, multiple hubs can be daisy-chained to allow up to 96 devices to be managed simultaneously from a single host computer. To daisy-chain multiple hubs, each hub needs to be connected to mains power individually, then the first hub in the chain should be connected to the local computer through one of the Thunderbolt™ ports. The next hub in the daisy-chain is connected using one of its Thunderbolt™ ports to the remaining Thunderbolt™ port of the first hub. A third, fourth and fifth hub can be added in the same way, connecting the available Thunderbolt™ port of the previous hub to one of the Thunderbolt™ ports of the next device in the daisy chain. Using this approach, a maximum of six hubs can be linked together, allowing 96 devices to be synced from a single host computer. For more information on endpoints, connecting multiple devices, and calculating how many devices you can connect to your host system please see our technical note on endpoints. It Is possible to daisy-chain different thunderbolt 3 products together e.g., TS3-C10 and TS3-16 .

anaging Ports & Your Thundersync2-16

Each port on your Thundersync2-16 can be managed either individually, or all together. You can turn the ports off and on, change the port mode, or change various other settings applicable to the Thundersync2-16 more information can be found in the LiveViewer section under Internal hub settings. This can be done through LiveViewer, the CLI or by connecting to the hub via the API.

Port Modes

Charge| Turn specific ports or the whole hub to charge only mode (no data connection, hub emulates an OEM charger)
---|---
Sync| Turn specific ports or the whole hub to sync mode

Off

| Turn specific ports on or off or switch the whole hub on or off (no power and no data channels open, mimics unplugging the device)

Switching port modes

You can switch between port modes by using LiveViewer, the CLI or by connecting to the hub via the API. If you switch a port off then this will stop any connection taking place to the USB device and would mimic unplugging the USB device completely from the host system. If you are in Sync mode and then switch to Charge mode the USB device will disconnect briefly whilst the profiling process takes place. Once the profiling has taken place, and a charging profile is selected, the device will then draw a charge rate, which will be defined by the charging controller within the USB device. The charging profile will limit the maximum amount that the device can draw. If you are in Off or Charge mode and switch to Sync mode the USB device will disconnect briefly whilst a data connection is opened, the USB device will then become available to the host as if the USB device is connected directly to the host, and will be able to sync data at a maximum rate of 480 Gbps. The Thundersync2-16 will also charge the device whilst connected. It is impossible to have a data connection to a USB device without any power negotiating, you can reduce the charging rates available by disabling CDP (Charging downstream port). You can disable CDP through Internal hub settings either by going through the hub settings and turning “Sync charge” off or through the API and disabling it via code. For example, using the command line, the instructions would be as below.

Charging Profiles
To ensure attached devices charge at their optimum rate, our smart USB hubs come with the below intelligent charging profiles built in:

devices)
3| Samsung
4| 2.1A (Profile 1 but with a longer timeout)
5| 1.0A (Typically used by Apple)
6| 2.4A (Typically used by Apple)

Firmware

The firmware can be kept up to date using our LiveViewer software. As part of delivering an easy user experience, our LiveViewer application is now a set- and-forget solution. The LiveViewer application will discover your USB hub’s firmware and present an update for you. To update the firmware, first, go to the firmware section of LiveViewer. Here you can see the available Firmware versions to install to the hub. The current firmware version on the hub is displayed in the firmware section alongside the hub’s name. This will appear red if a newer version is available or green if it is the most up to date .

To install the firmware onto the hub click the hub(s) connected that you want to update, the latest firmware will be automatically selected, if you wish to change the firmware version you are updating to then this can also be done. Once selected press the update button at the top and the update will commence.

CAUTION

• Your Thundersync2-16 may not function correctly
• Do not downgrade firmware onto a new product

CAUTION

• Your Cambrionix Firmware may get corrupted
• Do not interrupt the Firmware update process. Do not disconnect the power during the update process.

CAUTION

Your Cambrionix Hub may not be visible or become unresponsive If you have older hardware with Firmware version number lower than 1.83 then the hub may not be compatible with the Cambrionix API and will need to be updated to the latest version of Firmware using the Command Line Updater which can be downloaded and installed from the following link. https://www.cambrionix.com/firmware

CAUTION

A new version may be available
Ensure you have the latest version of Firmware installed on your hub. These updates will often contain new features, fixes for bugs and performance improvements

Software

Cambrionix provides interfaces by which the Hub can be monitored and managed:

• LiveViewer
• Cambrionix Connect
• Cambrionix API
• Command Line Instructions

LiveViewer or Cambrionix Connect can use the API to interact with the devices through a user-friendly application, or the API can be used to provide other protocols that send translated string commands. The Thundersync2-16 uses string commands to communicate with the host system. These can be sent via the virtual serial port of the Thundersync2-16 directly, There are different channels for both our LiveViewer application and the API. The channels are Beta and Release. We would recommend using the release version of both the API and LiveViewer. We will push bug fixes and updates through Beta before it is merged into the Release version. If you have found a bug that we have a fix for, the Beta releases may already have addressed these and implemented fixes.

Installing Software
Cambrionix has software that can be used to manage the devices and your hub using different host systems. This section has instructions and information on using our software on three of the most popular host systems. Our software is available to download from www.cambrionix.com/software, you will find software available for Windows™, Mac® and Linux® Systems. Linux® OS systems tested with our software are Ubuntu 18.04 LTS or Debian 9; some other OS versions based on the two mentioned will work. Some different Linux® OS versions may work, but we dont test against other distributions. To install on Mac® and Windows™ systems, download the install files from the above link, once downloaded run the install process and dialogue boxes will help you through installation and initial set-up. For Linux® systems, download the install files from the website at the above link. Once downloaded, you can either install it from the desktop GUI or the command line via:

after this command you will need to enter the file name that has just been downloaded from our website.

LiveViewer
LiveViewer is an application downloaded from www.cambrionix.com/products/liveviewer. Once downloaded and installed on the host computer, LiveViewer allows you to switch the ports on and off and set the port mode. LiveViewer’s home page shows the hubs available, by selecting a hub you can obtain the following information about all the ports:

• Status (Attached/disconnected)
• Mode (Charge/Sync/Off)
• Profile (Charging profile)
• Duration (How long the device has been attached)
• End time (Time the battery reaches a threshold (full) level)
• Current (Quick charge current in mA)
• Energy (Present energy rate)

Tick boxes adjacent to each port symbol allow that port mode to be changed when the “enable port controls” is selected. LiveViewer shows the hub rail voltages, time since switched on, total current and power, and temperature. Further details on LiveViewer are available on our website. www.cambrionix.com/products/liveviewer

Internal hub settings
Within your hub, there are some specific controllable settings called ‘internal hub settings’. These are a variety of different settings for your Thundersync2-16. You can navigate to the Internal hub settings by opening LiveViewer and selecting the hub you want to connect to. Once you have chosen the connected hub, navigate to the below icon on the top right of the screen from LiveViewer or Connect

Once you have pressed this you will be taken to the Internal hub settings section where you can view and change the Internal hub settings, including reverting back to default factory settings.

Setting name

|

Description

| Default value
---|---|---

Friendly Name

| Define the friendly name for this device. Limit of 31 characters. This name will appear in the device’s system information if set.|

Empty

Attach Threshold (mA)

| The attach threshold is the device current (mA) level at which the hub can determine that a device (iPhone etc.) has been attached to a port. The attach threshold may need to be increased if the device (iPhone etc.) is connected to a Cambrionix port with a cable that includes an LED or other electronics. It may also need to be increased if you are using a device (iPhone etc.) with a 3rd party sled/holder/case (such as a barcode scanner or battery pack) that contains electronics or charging pass-through|

10

Setting name

|

Description

| Default value
---|---|---
Charged Threshold (mA)| The charged threshold is used to determine if the device is probably charged. If the drawn power goes below this mark for 2 minutes, then we set a charged flag|

100

Temperature Max (°C)|

Sets Maximum temperature before the shut-down of ports

|

70

Remap Ports

|

Change the ordering of the ports from the default

| Sequential order
Default Profiles| Change the default profile for specific ports. Use 0 for default operation|

0

Ports On

| Configure which ports to be always powered regardless of attach status. This must only be used in conjunction with a default profile|

Off

Sync Charge| Enable CDP on a per port basis| On
Alt Sync Charge| Enable alternative method CDP to support some hardware. This has no effect if Sync Charge for that port is disabled.|

On

Display Mode

|

Change display mode for hubs that have extended LEDs

| Current (mA)

Flags

|

Change various flags

| None selected

Stagger (ms)

| Introduce a delay between ports turning on when either host is detected or mode is switched to Sync. 0-9999ms|

3000

Stagger_offset (ms)| An additional delay to add before starting the staggered process. 0- 9999ms|

0

Charging Downstream Port (CDP) Being enabled means that a port is capable of transferring data and charging the device at the same time with a higher current than just data syncing alone. With CDP enabled the hub can supply up to 1.5A
If you disable CDP you will receive the notification “This Hub has the Charge Downstream Port UCS mode disabled. This could limit the maximum current seen on some ports.” This notification is there to ensure you havent turned this off by accident and can still have the highest charge available.There is more information on the Internal hub settings and how to manage them in our CLI manual. which can be found at the link here.

CAUTION

A new version may be available
Ensure you have the latest version of LiveViewer installed on your host system. These updates will often contain new features, fixes for bugs and performance improvements

Cambrionix API
The Cambrionix API allows you to monitor and control each port in detail and to integrate these functions into your own workflow processes. The API comprises a daemon (which is a program running in the background) that can be downloaded from www.cambrionix.com/products/api and installed on the host machine. Port information and control can be provided through the API. Calls are sent as a request to the API to “Get” port, device or Hub information, or “Set” port functions. A library of sample code is downloaded along with the API from the following link www.cambrionix.com/products/api and can be found within the program files under ‘examples’. These can help you integrate many of these functions into your process work-flow alongside the complete user manual.

CAUTION
A new version may be available Ensure you have the latest version of API installed on your host system. These updates will often contain new features, fixes for bugs and performance improvements

Updating Software
By using LiveViewer you will be able to automatically download and install the most up to date software (LiveViewer and the Cambrionix API) By going into the settings section on the left-hand side of LiveViewer, you can navigate to the general tab, and under this can see the options for keeping both LiveViewer and the API up to date.

By default LiveViewer will check for updates regularly or, if you prefer, you can change to a manual update selection. You can also select which version of the software you would like to use between the Beta or Release options. You can also select historic versions of the API and LiveViewer to install. When you have some software updates available, you can select Install Now to begin the installation process; a progress bar will appear to show the installation status. From this bar, you can also view the release notes for the version of the software you are looking at.

Removing Software
If you wish to uninstall the software (Cambrionix LiveViewer, Cambrionix API and the Cambrionix Recorder Service) from your host system, the following steps can do this.

Windows™
To remove the software from a Windows™ system, you can do so by going into “Add or remove programs” finding the software you wish to remove, selecting it and pressing “Uninstall”

macOS®
To remove the software from a macOS® system, locate the application in the Finder, drag the application to the Trash, or select the application and choose File > Move to Trash. You may be asked to enter the name and password of an administrator account on your Mac®. Then to completely delete the application, choose Finder > Empty Trash. Alternatively, use the below instructions.

You’ll be asked to enter your account password. When you enter it, nothing is visible on the screen. You will need to confirm removal, it will ask for your confirmation, press the enter key or Y key: Keep in mind that you’ll have to use the exact package name in the apt remove command otherwise, it will show ‘unable to locate package error‘. You can type the first few letters of the program you want to uninstall, and then hit the tab key. It will show all the installed packages that match those letters at the beginning of their names.

Command Line Instructions (CLI)
Command Line Instructions can be used to control and monitor the functions of the hub and attached devices. To use the command-line interface a serial terminal emulator must be installed on the host computer. Examples include PuTTy, Serial, ZTerm, and Minicom. If you would like more information, please look at our more in-depth information here: www.cambrionix.com/cli Two example commands can be seen below, you can use these commands to check hub information and health.

Ceaning your Thundersync2-16
Cleaning the product is generally not required, although in some instances it may be necessary if excess dirt/ dust/ hair has accumulated, or if minor liquid spillages have occurred on the module during operation or storage.

CAUTION

Electric shock or personal injury may occur
If there is a dirt/ spillage over a ventilation slot, external data/ power connector or product aperture, please remove power from the unit without touching the liquid and seek advise before reapplying power

• Ensure that the product is switched off and the power cord is removed from the product. Hold the power cable by the plug and do not touch either the plug or the power cord with wet or damp hands as an electrical shock may result
• Wipe the product with a clean, dry and soft cloth. Do not use detergents which contain alcohol, solvent or surface-active agents. Do not spray water or detergent directly onto the product
• Mildly dampen a soft and dry cloth in water and wring thoroughly to clean the product as required
• Dry the product thoroughly once the cleaning has finished
• Reconnect the power cord and use your product as advised once cleaning is complete

Product Specifications

The Thundersync2-16 is manufactured in the UK

Input Power Requirements

Rail value limits

Consumables and Placing Orders
Below is a list of any Consumable products you may require for your Thundersync2-16 including the cables you will require to connect devices to the hub.

If you require any spare parts, such as the power cable or Thunderbolt™ 2 cable, these can be ordered by quoting the product part number and the spare part number (available from the Getting Started section).  These can be ordered from the reseller or solution partner you purchased your Thundersync2-16 from, or from Cambrionix directly.      To find one of our partners local to you please visit www.cambrionix.com/partners where you can learn about the local vendors and distributors that can assist you and find their contact information.

Troubleshooting

If you experience any issues with your Thundersync2-16; please try the following troubleshooting steps, if the issue is not addressed in this section, please get in touch with your local vendor or Cambrionix. To contact Cambrionix Support please see Help and Support.

Common troubleshooting tips
Some tips and information to check first.

• If you directly connect the same device 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 to the OS (device manager/system info etc.).
• Try switching the cables with ones that are working/ use cable from a hub that is working.

Logging through LiveViewer
If you are experiencing a bug or an issue, we may ask you to obtain some logs of the behaviour, to see in more detail what is happening. To get logs of the behaviour use the following steps to get a zip file of the logs.

1. Open LiveViewer (if this is not already downloaded, then go onto our website and download both the API and LiveViewer) www.cambrionix.com/software
2. Once in LiveViewer, on the left-hand side of the screen, select the settings section.
3. Once in the settings section, select the API tab.
4. In the API section click the “cog” button on the right hand side of the local API
5. Click the “select all” tick box and then the save button.
6. After this is enabled, use the hub in a way that causes the issue you are seeing.
7. Wait for the issue to occur, i.e. device disconnects.
8. Make a note of the time and date that the issue occurs then go back to the API page in LiveViewer, and press the zip logs.
9. Once you have the logs un-tick the “select all” box and save your settings.
10. Send the logs to us for us to take a look at.

The API keeps a maximum of 20 logs at 256Mb each, so the latest one is usually smaller. If a crash occurs, you would see a smaller log file and the next instance of API shuffles the existing ones

Hardware Failure
If the Hardware fails the LEDs can flash in a pattern to determine the type of failure. The power LED will flash the pattern if no LEDs are present on the downstream ports. The unit will blink four times, followed by eight long or short flashes, which then repeat. The flashes are a number in binary which match a number in our error code list. i.e if the LED flashes the following – BBBB SLSSSLSS, the binary number is 01000100.

Device connection
If you are seeing any device connection issues please read through the following trouble shooting steps to see if this resolves the observed behaviour.

Device issues when updating
We have found that during updates on some devices the connection can be dropped or lost on the device, this is due to devices going in and out of the bootloader and requiring different power levels. In most instances disabling CDP and changing the ports to always be on has resolved this issue for our customers. You can disable CDP through Internal hub settings either by going through the advanced settings and turning “Sync charge” off or through the API and disabling it via code. For example, the instructions would be below using the command line.

You can set the ports to always be on through Internal hub settings through the advanced settings and turning “Ports On” settings to always on for each port. When you set the port to always be on you will need to set a default profile on each port for when the port(s). There is a desription for each profile within LiveViewer or Cambrionix Connect.
Unstable device connection
Some devices can have unstable connections with your host system through the Thundersync2-16. We have only observed this behaviour in a very few amount of devices, disabling CDP and setting the ports to always be on has resolved all issues and the connections are stable. You can disable CDP through Internal hub settings either by going through the advanced settings and turning “Sync charge” off or through the API and disabling it via code. For example, using the command line, the instructions would be as below.

You can set the ports to always be on through Internal hub settings through the advanced settings and turning “Ports On” settings to always on for each port. When you set the port to always be on you will need to set a default profile on each port for when the port(s). There is a description for each profile within LiveViewer or Cambrionix Connect.

Battery information for Android
If you are observing an issue displaying battery information on Android devices ensure firstly you have ADB tool installed and open then try these things in order.

1. Check that developer options are enabled on the android device, and then that USB debugging is also enabled.
2. If you have done this step and it still does not work, go to Developer Options and click ‘Revoke USB debugging authorisations’. Unplug the cable and reconnect.
3. If this still doesn’t work, turn off the developer options at the top, re-enable it, and re-enable ‘USB Debugging’.
4. You can get detailed info directly from ADB at each step to diagnose things:

Unknown devices
Sometimes, within Liveviewer and device manager, the connected device may show up as an unknown device. This can be due to the host system needing to be trusted on the device. This can be done on the device itself on the initial connection. This could also be due to an insufficient number of endpoints available on the USB controller in the host system. This limitation within the USB controller can only be resolved if you connect fewer
USB devices to the controller in question. For Apple devices there is a setting called “USB accessories” which can be activated, Once activated it will reduce the amount of times a device will need to be unlocked/ trusted. More information can be found at the link https://support.apple.com/en- gb/HT208857.

Cannot connect any more devices
Sometimes, you may reach the endpoint limit of your USB controller and this may stop you from being able to attach any more devices to your host system. You can create more space is to change connections from USB3 to USB2. You can change the connection by disabling USB3 in the BIOS on startup. A much simpler way is to use USB2 cables instead of USB3 cables, limiting the connection to USB2.

Hub connection issues
If you there are issues with the hub and connecting to your host system, please see below troubleshooting solutions.

Hub not connecting to host
If you see that the Thundersync2-16 is not connecting to the host system, one of the issues may be caused by the USB drivers on your host system not being up to date. It is good practice to ensure you have the latest drivers and updates installed on your host system, which is usually handled by the OS, but sometimes may require an update directly from the USB host controllers manufacturer, which will be found on their website. USB drivers required are FTDI drivers, which can be found on the site https://ftdichip.com/drivers/.

Cannot access the COM port
You may get an error message stating “COM (and then a number) could not be opened (Access is denied)”. This is because an application has control over the COM port that the hub is connected to, and no subsequent application can access the hub. To resolve this, you will need to close any other applications that are using the COM port before trying to use the COM port.

Using with a headless system
If you are using a headless system with no GUI, then and you require to enable logging for support issues, you can use the following command to create the logging cfg file manually:

Then after re-producing the problem, you can zip the logs from the folder

You may delete the file below when you are finished with it.

Software troubleshooting
Some users have noted that the API can cause a high level of CPU usage. This can sometimes be linked to the API recorder service. If you are finding this and you are not using it then we would recommend to uninstall it from your system entirely. Information on how to uninstall programs can be found in the Removing Software section.

Firmware Update
If you have older hardware with Firmware version number lower than 1.83 then the hub may not be compatible with the Cambrionix API and will need to be updated to the latest version of Firmware using the Command Line Updater which can be downloaded and installed from the following link. https://www.cambrionix.com/firmware

Disposal

Disposal of Old Electrical & Electrical Equipment (Applicable in the European Union and other European countries with separate collection systems) This product is subject to Directive 2012/19/EU of the European Parliament and the Council of the European Union on the waste electrical and electronic equipment (WEEE), and in jurisdictions adopting that Directive, is marked as being put on the market after August 12, 2005, and should not be disposed of as unsorted municipal waste. Please utilize your local WEEE collection facilities in the disposition of this product and otherwise observe all applicable requirements. Cambrionix PRN (Producer Registration Number) For the UK is “WEE/BH191TT”.

Returns and Damaged Products

If you wish to return or fix a damaged product first look at the terms on our website www.cambrionix.com/terms-conditions Before a product is returned please contact support using the methods detailed in the Help and Support section.

What if my order arrives with an issue?

• If you have received your order in a damaged box and/or the product has physical damage please contact Cambrionix Customer Support or your distribution partner. Please provide photos of the damaged box and/or product when contacting Customer support.
• If an item in your order does not have physical damage but is not functioning properly or will not power on, please contact Customer Support or your distribution partner and provide as much information as possible and including any steps followed to troubleshoot internally.
• Please include photos of the damaged box and product when contacting Customer Support.

Note: If you have received your order in a damaged box and the damage was indicated to the courier, please provide us with a copy of the delivery note detailing this.

What happens after I have requested a Return?

• If you have not purchased the Product(s) direct from Cambrionix please contact the vendor the item was originally purchased from for their returns process.
• Once you have notified Cambrionix of your return, Cambrionix will arrange for the collection of the product(s), or provide instructions and details for you to return the product direct.
• When returning your product(s), please only send back the items that were advised through the support process.
• Return your product(s) in the original packaging where you can. Where original packaging is not available, use suitable packing methods, which will ensure that the product cannot be subject to impact damage. i.e. double-walled cardboard box with 50mm of soft material.
• Product(s) not returned in their original condition may result in additional costs, please refer to the warranty and terms section on our website.
• Where Cambrionix arranges collection, return shipping will be free, unless Cambrionix notified you otherwise.
• When contacting us about returning a product please provide the following information.
  • Collection Address
  • Weights and Dimensions WxDxH (m) of shipment
  • Preferred collection date and time.
  • Product serial number(s) (this can be found on a label on the rear or underside of the unit)
  • Purchase order number(s)

Terms and Conditions

The use of Cambrionix hubs is subject to the Cambrionix Terms and Conditions, the document can be downloaded and viewed using the following link. https://downloads.cambrionix.com/documentation/en/Cambrionix-Terms-and- Conditions.pdf

Use of Trademarks, Registered Trademarks, and other Pro-tected Names and Symbols

This manual may make reference to trademarks, registered trademarks, and other protected names and or symbols of third-party companies not related in any way to Cambrionix. Where they occur these references are for illustrative purposes only and do not represent an endorsement of a product or service by Cambrionix, or an endorsement of the product(s) to which this manual applies by the third-party company in question. Cambrionix hereby acknowledges that all trademarks, registered trademarks, service marks, and other protected names and /or symbols contained in this manual and related documents are the property of their respective holders “Mac® and macOS® are trademarks of Apple Inc., registered in the U.S. and other countries and regions.” “Intel® and the Intel logo are trademarks of Intel Corporation or its subsidiaries.” “Thunderbolt™ and the Thunderbolt logo are trademarks of Intel Corporation or its subsidiaries.” “Android™ is a trademark of Google LLC””Chromebook™ is a trademark of Google LLC.” “iOS™ is a trademark or registered trademark of Apple Inc,in the US and other countries and is used under license.” “Linux® is the registered trademark of Linus Torvalds in the U.S. and other countries” “ Microsoft™ and Microsoft Windows™ are trademarks of the Microsoft group of companies.” “Cambrionix® and the logo are trademarks of Cambrionix Limited.”

Cambrionix Patents

Title

|

Link

| Application Number|

Grant Number

---|---|---|---
Syncing and Charging Port| GB2489429| 1105081.2| 2489429
CAMBRIONIX| UK00002646615| 2646615| 00002646615
CAMBRIONIX VERY INTELLIGENT…|

UK00002646617

|

2646617

|

00002646617

MOD IT DS| GB2591233| 6089600| 6089600
MOD IT| eSearch| 007918669| 007918669
MOD IT| 90079186690001| 007918669-0001| 90079186690001
MOD IT| 90079186690002| 007918669-0002| 90079186690002
MOD IT| 90079186690003| 007918669-0003| 90079186690003
MOD IT| 90079186690004| 007918669-0004| 90079186690004
MOD IT| 90079186690005| 007918669-0005| 90079186690005
MOD IT| 90079186690006| 007918669-0006| 90079186690006
MOD IT|  | 195761| 195761
MOD IT DS|  | 30202007995X| 30202007995X
MOD IT MM|  | 30202007994Y| 30202007994Y
MOD IT STACK|  | 30202007993P| 30202007993P
MOD IT DS| 6077253| 6077253| 6077253
MOD IT DS| 3a2f8b88e935| 202012311| 202012311
MOD IT DS|  | 195759| 195759
MOD IT DS|  | 329440-001|
MOD IT DS|  | 29/735,477| D936,001
MOD IT| 6077254| 6077254| 6077254
MOD IT MM| 6077255| 6077255| 6077255
MOD IT MM| 2a6ebe915fe9| 202012310| 202012310
MOD IT MM|  | 195758|
MOD IT MM|  | 329441-001|

Title

|

Link

| Application Number|

Grant Number

---|---|---|---
MOD IT MM|  | 29/735,479|
MOD IT| 6077256| 6077256| 6077256
MOD IT STACK| 6077257| 6077257| 6077257
MOD IT STACK| 081a4b9c69eb| 202012312| 202012312
MOD IT STACK|  | 29/735,475| D936,000
MOD IT DS LUGS| 6089601| 6089601| 6089601
MOD IT MM| 6089602| 6089602| 6089602
MOD IT DS LUGS| 6089603| 6089603| 6089603
MOD IT STACK| 6089604| 6089604| 6089604
MOD IT| 6089605| 6089605| 6089605

• Cambrionix Limited
• The Maurice Wilkes Building
• Cowley Road
• Cambridge CB4 0DS
• United Kingdom
• +44 (0) 1223 755520
• enquiries@cambrionix.com
• www.cambrionix.com
• Cambrionix Ltd is a company registered in England and Wales with the company number 06210854
• 2023-05 Cambrionix Ltd. All rights reserved.

References

• Command Line Instructions
• Cambrionix: USB Hub Experts - Smart Managed USB Hubs
• Command Line Instructions
• Help Home - Cambrionix
• Partners - Cambrionix
• Product Registration - Cambrionix
• Product User Manuals - Cambrionix
• Cambrionix API - Cambrionix
• LiveViewer - Cambrionix
• Software - Manage Your Devices With Cambrionix Software
• Terms & Conditions - Cambrionix
• Jira Service Management
• IP Australia | Australian Design Search
• IP Australia | Australian Design Search
• IP Australia | Australian Design Search
• Allow USB and other accessories to connect to your iPhone, iPad or iPod touch – Apple Support (UK)
• Firmware & Updates - Cambrionix
• Software - Manage Your Devices With Cambrionix Software
• Terms & Conditions - Cambrionix
• Find a registered design - GOV.UK
• Find a registered design - GOV.UK
• Find a registered design - GOV.UK
• Find a registered design - GOV.UK
• Find a registered design - GOV.UK
• Find a registered design - GOV.UK
• Find a registered design - GOV.UK
• Find a registered design - GOV.UK
• Find a registered design - GOV.UK
• Find a registered design - GOV.UK
• Find a registered design - GOV.UK
• Find a registered design - GOV.UK
• Find a registered design - GOV.UK
• Find a registered design - GOV.UK
• Find a registered design - GOV.UK

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