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Windows 10: My Device Is Not Recognized by the OneSync Software or Computer. What Can I Do?

If you're using Windows 10 — especially on a new computer or a corporate network with high security settings — the Hexoskin device driver may not install correctly the first time you connect the device to your PC. This can result in a blank screen when launching the Hexoskin OneSync software.

 

✅ Solution: Reinstall the Hexoskin Driver

Follow these steps to resolve the issue:

  1. Disconnect all other USB devices from your computer, except for your keyboard, mouse, and the Hexoskin device.

  2. Open the Device Manager:

    • Click the Windows search bar and type: Device Manager and open it

  3. In Device Manager:

    • Look for an unidentified device listed under Ports, Universal Serial Bus or Other Devices(COM & LPT) (e.g., COM1, COM2, etc.)

    • Right-click the unidentified device and select Uninstall device or Remove.

  4. Download the Hexoskin Drivers:   Download the drivers

  5. Install the driver:

    • Extract the contents of the .zip folder.

    • Locate the file with type Setup Information (.INF)

    • Right-click the .INF file and select Install

Once installed correctly, your Hexoskin device should appear automatically in OneSync. 


Please note that performing any changes via the Device Manager requires admin privileges. Check with your organization's IT department if needed.



Once you've resolved the driver issues, don't forget to assign your Hexoskin SmartDevice before connecting it to a shirt. See this article for more details: Assigning the SmartDevice to a User.


Should you still experience issues with your computer not recognizing your SmartDevice, please contact our support team at support@hexoskin.com and share a screenshot of your Device Manager screen so we can assist you with the next steps.