This error usually appears with one of the error messages listed below and has specific troubleshooting steps associated with it. Additionally, some driver-level troubleshooting might be necessary depending on the issue.
Error messages
Could not find or get calibration file
Unable to find sensor device or sensor is unplugged or incorrect sensor is plugged in
Error 101 / Error 103 / Unable to get image file size - retry?
Error 102 / Problem Setting Size 2 Parameters / Problem Setting Size 1 Parameters
Please note: we advise consulting with your IT support before changing any Windows configuration or applying driver updates.
XDR sensor drivers
If the articles mentioned above do not solve the problem, you can troubleshoot the sensor drivers using Device Manager to confirm they are functioning properly. The XDR Clarity sensor should be displayed as XDR Clarity Size 1 or Size 2 in the Device Manager as shown below. The XDR Anatomic sensor should be displayed as EV71JU213 or EV71JU215.
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Troubleshooting driver errors
Unknown Device
This issue usually arises when the XDR sensor driver is not installed. Our sensor drivers can be downloaded by clicking here. If you are still having issues:
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Make sure the sensor is securely connected to the computer's USB port
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Verify the sensor's connection to the computer and determine if a USB extender or hub is in use. Remove any extenders or hubs and connect the sensor directly to the computer
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Ensure the USB port is working properly by trying it with other USB devices
Unknown USB Device (Device Descriptor Failed)
- Unplug the XDR sensor from your computer
- Download the driver update by clicking here
- Extract the contents of the zip file and place EV71JU213.hex and EV71JU215.hex in
C:\Windows\System32 - Plug the XDR sensor back in and verify the sensor is working correctly
Code 39: Bad Image error or A driver cannot load on this device
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Disabling memory integrity through the Windows Security settings under Device Security will resolve the issue.
