If you encounter and issue where VisionKeys is intermittently freezing after short periods of use the issue is typically one of the following. Both can be resolved easily, so stick with this guide to pick that path that matches what you're experiencing.

1. Another Stream Deck application is running & attempting to connect to the device.
2. The Stream Deck is being disconnected due to the operating systems power management.

Another Stream Deck Application

The most common application is the Elgato app/service. VisionKeys does not require this app to be installed for operation. When this application is open is will continue to try poll the device which will disconnect it from VisionKeys.

If this is the case, close the Elgato app while using VisionKeys.

NOTE: The app may have a running service in your taskbar (menubar for mac). After closing the app window check for the App icon in the taskbar and be sure to close it there as well. This service will sometimes auto-run when you login to the computer. So, it may be beneficial to go into the app settings and set it to not auto-run when your computer is turned on.

USB Power Management

If the Stream Deck restarts or stops responding and you don't have a second Stream Deck based application running then the issue is likely power related. The first step is to identify exactly how how have the Stream Deck connected:

1.  Are you connected through a USB hub?
2. Are you connected directly to a USB port on the computer?

Connected through a USB hub/dongle

If you're connected through a hub these are notorious for causing issues with higher powered USB devices. For testing, you can plug the Stream Deck directly into you computer and you will likely see the issue go away. If the issue persists, continue below to configure power management.

If you need a hub for your setup, use a high quality "powered" hub. A powered hub provides another external source of power via a plug.

Connected directly to the computer

If you're directly connected to the computer the solution is simply disabling power management for the USB controller or the device itself.

If you're on a mac, click here to follow this short guide by Apple

If you're on Windows, perform the following steps:

Step 1: Open Device Manager by pressing the "windows" key on your keyboard and start typing "Device Manager" without quotes. Once you computer finds the app select it to open and you should see a window like this.

Step 2: With your stream deck connected (close VisionKeys), expand the "Human Interface Devices" and you'll likely see a lot of items... Mine personally appears as "USB Input Device". The way you confirm this is while you have "Human Interface Devices" expanded unplug the stream deck and the list with auto-refresh. If you see the particular "USB Input Device" go away, that confirms it's the stream deck. Plug it back in so you can then right click on the device and access the properties:

On the Device Properties window select the "Power Management" tab and uncheck "Allow the computer to turn off this device to save power".

Now restart VisionKeys and give it a test. You'll likely see the issue go away. If the issue persists, please open a new ticket with the button at the top of this page so our team can further assist you.