Depending on the version of software you have the drivers may not have loaded correctly. Try using a USB port on the back of your computer and see if it loads the drivers then. If not you may need to reinstall the software and the downloader. You may need to uninstall the DB CIF Cam depending on the version of software you have. The reason for this is if the camera was connected to the computer before the software was installed then Windows loads the most generic drivers it can find for the camera. From then on if the camera is connected to the computer Windows continues to load those drivers and not the correct drivers. Simply connecting to a different port can correct this or reinstalling all of the software can correct this.