Issue "Primus serial number is " when starting the Primus software
The issue happens after the Windows update changes the sound card driver. 2 possible scenarios:
Scenario 1: The previous driver is avaiable. Please follow the steps from the screenshots below:
- Open Device Manager (right-click on the Windows icon on the Task Bar -> Device Manager)
- Proceed with the driver update
- Click Next and finish the installation
- Reboot the computer
Scenario 2: The previous driver is unavailable:
- Open Device Manager (right-click on the Windows icon on the Task Bar -> Device Manager)
- Proceed with the driver removal
- Reboot the computer
The driver will be reinstalled and the Primus device should work.
Related Articles
Technical Instructions for Use & User Manual - Primus
This document aims to provide instructions on setting up Primus and installing and configuring the Primus software. It also includes essential information on safety measures, maintenance, and calibration. The Fitting Unit is a general term combining ...File - Downloading Primus software
Mark your calendar for our November release! We're thrilled to announce some transformative changes to our beloved Primus Software! Driven by our commitment to continuously enhance your user experience, we've made significant updates that we're ...Primus Fitting Unit (PFU) is displayed as Not connected
The status bar in Primus when device is Not connected: Checklist: Reconnect a USB cable and power supply Try another USB port on the computer Try another USB cable If a connection is via hub/switch, connect directly to the computer Check that the ...Hardware error displayed in Primus
1. Run hardware diagnostic test Enable Hardware Diagnostic Test in Tools > Settings > General > Common Start the test under Tools > Hardware Diagnostic Test Select the device (Measurement or Hearing Instrument), all needed parameters, and press Start ...How can I access support tools in Primus?
Using Help in Primus you can get access to How To Videos - Providing step by step guides to install, use and customise Primus settings. Training videos can also be found here User Manual and Instructions for Use documents - these can be accessed ...