Thanks for posting with your issue, I’ll be happy to help!
Could you please let us know what operating system your PC runs, as well as whether you’ve installed the appropriate driver for that OS? We’ll need to know what OS you run on to recommend the right steps.
If you’ve already tried installing drivers and found this didn’t help, please shoot a mail to email@example.com with the output of the PlugDebug tool attached. These details will help us verify whether the driver installation completed successfully and recommend the right troubleshooting steps.
Instructions to download and use PlugDebug on both OS X and Windows are here: