Heres an shot in the dark:
I have an HP laptop, it has both USB2 and USB3 ports.
I was having a communication issue with a cable used to interface with my car's ECU (ala Fast and Furious). The manufacturer told me to try it on a USB2, not USB3 port, and it solved the issue.
Look up in your manual, see which port is USB2, and verify, you're not on a USB3. Worth looking into.
Hope it helps
Otherwise, go here:
http://www.apogeedigital.com/support/contact-support
They answer in under 48 hours.