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My Mac does not recognize the LeapStart when it is plugged in. What should I do?

--My Mac does not recognize the LeapStart when it is plugged in.
--My Mac gives me an error message when I plug in my LeapStart.

Symptoms

  • Nothing happens when I plug in the LeapStart, my Mac does not recognize it.
  • Error dialog “Error”
  • Error dialog “Device not found in Device Tree”
  • Error dialog “The disk you inserted was not readable”

Basic Troubleshooting

If your computer is not recognizing the LeapStart when connected to your computer, please see the suggestions below to successfully connect your device.

  • Install fresh alkaline batteries into your LeapStart or LeapStart 3D.
  • Please use the USB cable provided.  If the USB cable that was provided with your LeapStart is not available, please ensure that you are using a high-quality alternative.
  • Attempt to plug the LeapStart into another available USB port on your computer.
  • Restart your computer and attempt to re-connect your device

Step 1:  Check if the Driver is Authorized by MacOS

Let's check to see if the driver is correctly authorized by your Mac.  With the device connected to your Mac and turned on:

  1. From the Apple Menu, select "About this Mac"
  2. On the About This Mac dialog, click the “System Report” button
  3. Look under “Software” and click “Disabled Software”
  4. Do you see an entry named: com.leapfrog.driver.LfConnectDriver ?

Yes. Entry is showing – Authorize the driver on your Mac:

  1. Restart your Mac
  2. For instructions to authorize the LeapStart driver, please click here and complete the steps outlined.  When complete, restart your Mac.
  3. Launch the LeapFrog Connect application
  4. Connect and power on your LeapStart

No.  Entry is not showing – Continue to Step 2:

Step 2:  Check if the Driver is Installed on the Mac

Let's check to see if the driver is correctly installed on your Mac.  With the device connected to your Mac and turned on:

  1. From the Apple Menu, select “About this Mac”
  2. On the About This Mac dialog, click the “System Report” button
  3. Look under “Software” and click “Extensions”
  4. Do you see an entry named: LfConnectDriver?  If so, what is the Version Number listed?

Yes.  Entry is showing.  The version is 1.18.4. – Go to Step 3 below.

Yes.  Entry is showing.  The version is different than 1.18.4 – Update the driver:

  1. Download the driver installer found here.
  2. Run the installer upon completion of download.
  3. When the installer is complete, please restart your Mac.
  4. If you have not already ensured that the driver has been authorized, please follow the driver authorization steps found in Step1.  More information can be found here.  
  5. After the authorization steps have been completed, restart your Mac.
  6. Launch the LeapFrog Connect application.
  7. Connect and power on your LeapStart device.

No.  Entry is not showing – Uninstall and Re-install the LeapFrog Connect Application using the LeapFrog Customer Service Utility:

To uninstall the LeapFrog Connect application from your Mac, please download the LeapFrog Customer Service Utility found here.

  1. Select the option "Uninstall LeapFrog Connect 2"
  2. Select the uninstall type labeled "Complete.  ... Like it was never there." and click ok.
  3. When the uninstall process is complete, reboot your Mac.
  4. Download the latest LeapFrog Connect installer for your device at LeapFrog.com/Connect
  5. Install the LeapFrog Connect software application.
  6. Connect and power on your LeapFrog device.

Step 3:  Check if the LeapStart is Recognized by the Mac

Let’s check to see if the device is recognized by your Mac with the device plugged in via USB and powered on:

  1. From the Apple Menu, select “About this Mac”
  2. On the About This Mac dialog, click the “System Report” button
  3. Look under “Hardware” and click “USB”
  4. Do you see a LeapFrog device listed under the USB Device Tree?

Yes.  The LeapStart is listed under USB Device Tree – Put the LeapStart into “Repair Mode” to establish a connection.

LeapStart Repair Mode:

  1. With your LeapStart connected to your Mac and the LeapFrog Connect application open, turn off the LeapStart.
  2. Press and hold the Volume Up button on the LeapStart.
  3. While still holding down the Volume Up button, press and hold the Power button.
  4. When the light above the power button starts flashing between Red and Amber, release both buttons.
  5. This will put the device into Repair Mode and allow the LeapFrog Connect software to begin an update on your LeapStart.

If these steps don’t work, please try the following:

  1. With the device connected to the computer, close the LeapFrog Connect software and turn off the LeapStart.
  2. Press and hold the Volume Up button.
  3. While still holding down the Volume Up button, press and hold the Power button.
  4. When the light above the power button starts flashing between red and amber, release both buttons.
  5. This will put the device into Repair Mode and allow the LeapFrog Connect software to begin an update on your LeapStart.

No.  The LeapStart is not listed. – Please contact the LeapFrog Customer Support team by completing a Support Request Form

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  • 26-Dec-2019
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