No video on Windows

General
1

Hello. I connected the Nreal air device on my Widows 10 Laptop with config below and the video does not work, just the sound works.
Config:
Acer
Intel Core i7-6500U 2.5GHz
NVIDIA GeForce 940MX with 2Gb Dedicated VRAM
8 Gb DD4 Memory
256 Gb SSD

The same device worked normally on another Windows 10 Laptop with config:
MSI
Intel 7 Gen Core i7-7700HQ
NVIDEA Geforce GTX 1060 6GB GDDR5
16Gb DDR4-2400MHz
256 GB SSD + 1TB HDD

For both application, I updated the firmware through Nreal Air - Activation and firmware update from both Chrome and Edge

Would you please help me?
Thanks

2

Hi, please try to check if the USB driver and xHCI protocol version are different on these two PCs. Try to downgrade the driver version of the first PC.