The Fretlight guitar goes through a very brief initialization process when first plugged into your computer. As soon as the Fretlight cable is plugged in on both sides, the fretboard will display the demo light pattern; which means that power is getting from the computer to the guitar. As soon as the computer recognizes the Fretlight, the lights will go out. You may even hear a sound telling you this has happened. If the lights do not go out, it means that something is prohibiting a proper connection.
Please make sure you are using all of the following connection guidelines.
1. Make sure that only one Fretlight program is running at a time.
2. Don’t have any other USB devices plugged into the computer at the same time as the Fretlight while testing the guitar. Those USB devices can be added back once the guitar is established as working and if it stops then you'll know which device is causing the issues.
3. Try all of the USB ports on the computer. The USB ports on the back of a desktop computer are recommended.
4. Test another USB devices on your computer to see if the port is creating the issue.
5. Make sure that you are not using a USB hub.
6. If your computer has an eSATA/USB combo trying using that connection specifically.
7. If you are on a Mac, make sure that you have the Studio installed even if you only plan to use Guitar Pro 6 or any of the other Fretlight software.
8. Only use our 10ft USB cable with an FG-500 series or Fretlight 5 Fretlight guitar as the 20ft cables are incompatible.
9. Try using a USB 2.0 ports when using Guitar Pro 6 instead of USB 3.0.
10. Make sure that you are in "Tablature Mode" when playing a song in Guitar Pro 6.
11. Make sure you only have the current Fretlight Studio 6 installed and none of the older standalone Fretlight programs like the Fretlight Lesson Player, or Fretlight Player software as those will block the newer software from working with the guitar.
Test the guitar. If it is still not working please complete the following steps to resolve any possible software issues.
Install or reinstall the Fretlight Studio if you are using 10.7 or higher
Test the software and reinstall if it still doesn't still work.
1. Run your Windows Updater until there are no more available recommend and optional updates.
2. Turn off Windows UAC (User Account Control) if you are using Windows Vista or above. A restart of your computer may be necessary.
3. Make sure the computer account being used for the installation is an administrator.
4. If the issue is at all with the Video Player go to the following linked page and select "K-Lite Codecs" in the "Media" section, click on download, and run to install.
5. Uninstall the Studio. Download the latest version of the Fretlight Studio from the following linked page. Then disable any and all antivirus, malware, firewall, etc type programs and install the software.
6. Test the software and guitar.
If those steps do not resolve the issue please complete the following steps one by one and test the software in between each step.
A. Update your drivers with the following free program. You do not need to install the Utilities version. Create a System Restore Point when asked.
B. Check all of the items in the "Runtimes" section on the following linked page, click Download, and run the downloaded file to install.
C. Test the software and guitar. Contact us if there is still an issue.