Line Card Not Found

This message always means that the PhoneTree software is having trouble recognizing the PhoneTree hardware. This common problem of the computer not recognizing a USB peripheral can occur with any USB device, not just PhoneTree.

If the information in the link does not resolve your issue, try the following:

Question: I keep getting a message that says “Line Card 1 was not found, but is required for this operation.” What does this mean?

Answer: This message always means that the PhoneTree software is having trouble recog nizing the PhoneTree hardware. This common problem of the computer not recognizing a USB peripheral can occur with any USB device, not just PhoneTree. See “Line Card 1 was not found” Error Message for more information.

Cause: The PhoneTree software failed to detect the presence of the PhoneTree USB hardware because the Windows® Device Manager failed to load, or unloaded, the PhoneTree USB device driver.

Symptom: The Windows® Device Manager (in Windows XP: right-click on My Computer and select Properties. Under the Hardware tab, click Device Manager) does not show the PhoneTree USB entries (e.g., PhoneTree 01..., PhoneTree USB...).

Solutions: Try the following remedies in order:

Cause: Electrical glitch, upgrade of PhoneTree or Windows® operating system, installation of a new program, or any other Windows® anomaly

Remedy: Reboot the PhoneTree hardware (disconnect the black power cable for 15 seconds) then reboot your computer. Reconnect the PhoneTree hardware's power cable after your computer has finished rebooting.

Cause: Power Management is enabled under Windows® XP

Remedy: To manage power, Windows® XP will attempt to disable USB when a device is not used. As the default behavior, this often does not work properly and may cause Windows® to not properly recognize a USB device (including PhoneTree). Fix this problem by completing the following steps:
  1. Right-click on the My Computer icon on the Windows® desktop or in the Start menu.
  2. Click Properties then click Hardware.
  3. Click Device Manager.
  4. Double-click the Universal Serial Bus Controllers branch to expand it.
  5. Right-click on USB Root Hub, and then click Properties.
  6. Click Power Management.
  7. Disable Allow the computer to turn off this device to save power.
  8. Repeat Steps 5 through 7 for each USB Root Hub.
  9. When finished, click OK and close Device Manager.
  10. Disconnect the power cable from the PhoneTree unit, wait 20 seconds, then reconnect the power cable.
  11. Wait for Windows® to recognize your new hardware and loads the drivers. This step may take several minutes.
Cause: The PhoneTree unit is not receiving power

Remedy: Confirm that the PhoneTree wall transformer is plugged into the “Power” port on the back of the unit, and that the other end is plugged into an operational wall outlet. The green power indicator light on the front of the unit will be ON.

Cause: Starting PhoneTree software before Windows® finishes booting

Remedy: Whenever restarting your PC, be sure all boot activity has completed prior to starting the PhoneTree software. Be sure your mouse pointer is NOT showing the “hourglass” for at least 10 seconds prior to starting the PhoneTree program.

Cause: The PhoneTree system's USB cable is not properly connected or is faulty

Remedy:
  1. Confirm that the PhoneTree USB cable is firmly plugged into both the USB port on the back of the PhoneTree unit and the other end is plugged into an available USB port on the back (or front) of your computer.
  2. Unplug the PhoneTree USB cable from the back (or front) of your computer and try plugging it into a different USB port.
  3. Replace the PhoneTree USB cable with a different USB cable.
  4. Connect another USB device to the same USB port on your computer and check to see if the device is recognized in the Windows® Device Manager (in Windows XP: right-click on My Computer and select Properties. Under the Hardware tab, click Device Manager).
Cause: Failure of Windows® USB drivers to “wake” properly from a sleep condition

Remedy: If PhoneTree works reliably from a reboot, but fails after the computer has been idle for an extended period, disable sleep mode and/or your screen saver and reboot. To edit this setting
  1. Right-click on a blank area of your desktop and choose Properties.
  2. Click Power.
  3. Click the Power Schemes tab.
  4. Set Turn off monitor, Turn off hard disks, and System standby all to Never. Next, click the Hibernate tab
  5. Disable Enable hibernation. Then, click OK.
  6. Click OK on the Display Properties screen to exit and return to your desktop.
Cause: Improperly installed PhoneTree USB driver software

Remedy: Uninstall the PhoneTree software from the Control Panel in Windows® (Start > Control Panel >Add/Remove Software). Then reinstall the PhoneTree software from the original disc. Note: Any calling lists and settings will be retained and will not be affected by this procedure.

Cause: Corrupt PhoneTree USB driver software

Remedy:
  1. Disconnect your PhoneTree’s USB cable from the computer and the PhoneTree power transformer.
  2. In Device Manager, remove the USB Root Hub by right-clicking on the My Computer icon (on your desktop or in the Start menu) > Properties > Hardware tab > Device Manager.
  3. Right-click on USB Root Hub under Universal Serial Bus controllers and select Uninstall.
  4. Restart your PC then reconnect the PhoneTree power transformer and the USB cable to the computer.
Cause: Windows® upgrade may be required

Remedy: It is HIGHLY RECOMMENDED that you install the latest Service Pack for your Windows® operating system (available here, from the Microsoft web site). Please note that PhoneTree Pro and Lab is compatible with Windows® 2000, Windows® XP, and Windows® 2003.

Cause: Some USB host controllers have documented shortcomings when handling high speed bulk data transfers and should not be used with PhoneTree or other real-time hardware.

Remedy: Install an approved USB host controller. Please contact PhoneTree Customer Support at 800.555.0559, or email us for more information."

Can’t find what you need?

Support technicians are available Monday-Friday, 8:30am-5:30pm ET. Use the “Contact Support” link below to submit a ticket, or you may call us at 800.555.0559.

Note: You must have an active annual service agreement to receive support. To check on the status of your agreement, please call 800.951.8733 ext.1112.

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