The P Series Drive Support Tool software uses a USB connection to communicate with the P Series Drives for configuration/troubleshooting, etc. When the Setup Wizard or the Firmware Update tool option is selected, separate executables are spawned for those features. These separate executables will close any existing USB connection and then open a new USB connection for their use in communicating to the drive. The connection driver the software packages use is a generic "HID-compliant device" driver in Windows.
Note - if you can't establish the main USB connection in Drive Support Tool, see this FAQ post instead: P Series Troubleshooting - Drive Support Tool USB communications / driver Windows 10 (WIN10) and 7 (WIN7)
We have some reported cases where the initial USB connection works, but the connections from the Setup Wizard or Firmware Update tool do not.
In the Setup Wizard you will get the error dialog noting "Device cannot be identified."
With the Firmware Update Tool, you will get the error dialog noting "Device cannot be opened."
Several possible things could block this secondary USB connection. The primary one that has been reported, is other HID compliant USB devices installed on your PC that then conflict with the generic one the Drive Support Tool relies on. In those cases, temporarily disabling those drivers can allow the Drive Support Tool connections to all work correctly.
It's possible your anti-virus or VPN (if remote) settings might block this secondary USB connection but other HID compliant device driver conflicts are the most likely cause (even if the other device is not plugged in, that driver may still get loaded in Windows on startup or stay in memory after the device is unplugged).
glh May 2022