Welcome to this detailed tutorial on how to resolve problems when USB-connected hardware doesn't work properly on The Wonder platform, usually due to missing compatible drivers or recognition failures in the remote session. The Wonder is a cloud desktop platform accessible exclusively through Chrome browser, offering a complete virtual environment without any need to install local drivers or additional software on your computer, tablet or phone. This characteristic is essential, as it ensures you can connect USB devices directly and use them in the remote session without configuring drivers locally, simplifying use on various devices, such as laptops, tablets or smartphones.

Designed for families, The Wonder's family plan includes unlimited users, Windows in the latest version, updated Office package (Word, Excel and PowerPoint), unlimited storage in MYDOCS, personalized email (@thewonder.email) and VoIP telephony with unlimited calls. The platform supports USB hardware redirection, allowing locally connected devices to be recognized and used in the remote session without installing drivers on the local device. This is possible thanks to WebUSB technology integrated with Chrome, which manages redirection securely and efficiently.

However, some hardware may not be recognized immediately due to compatibility restrictions, driver licenses or pending tests. This guide details how to check USB device recognition, explore alternatives, request support for driver inclusion and participate in the community voting system to prioritize installation of drivers for specific hardware or driver updates. The process takes 10 to 20 minutes per request, with additional steps for voting, and is applicable to all Wonder plans.

Why This Happens and the Benefits of Requesting and Voting for Compatibility?

The Wonder uses Chrome's WebUSB technology to redirect USB hardware connected to your computer, tablet or phone directly to the remote session, without requiring driver or software installation on the local device. This means that when you connect a USB device, such as a printer, the browser manages communication, and necessary drivers are provided in the cloud, making the process simplified on any Chrome-compatible device. However, recognition depends on two compatibility checks:

Local Check by Hardware Type: Devices like keyboards and mice are not redirected, as the browser manages them natively. Others, like printers, scanners, flash drives or others, go through user approval for redirection.
Remote Session Check by USB ID: Each device has a unique USB ID (format xxxx:xxxx, like 1234:abcd), which identifies the manufacturer and model. If the USB ID isn't in the cloud's compatibility list, the device may not work due to missing specific drivers.

This absence can occur due to pending compatibility tests, license restrictions for proprietary drivers or prioritization of popular devices. Requesting support or voting for hardware inclusion offers significant benefits:

Simplified Use on Any Device: As drivers are managed in the cloud, you can use USB hardware on computers, tablets or phones without installing anything locally, ideal for families with heterogeneous devices.
Family Personalization: Add support for essential hardware, such as graphics tablets for art classes or scanners for documents, without local configurations.
Security and Automatic Updates: Cloud drivers are updated automatically, eliminating security risks and the need for local maintenance.
Cost-Effective: In the family plan, standard compatibilities have no extra cost; premium hardware may require additional subscriptions, but redirection via WebUSB is free.
Community Participation: Voting allows users to influence the list of supported hardware, prioritizing popular devices.

Prerequisites:

Active Wonder account with dashboard access.
Updated Chrome browser (version 89 or higher, compatible with WebUSB).
USB hardware connected to computer, tablet or phone.
Hardware details: name, model, USB ID (if available), manufacturer link and problem description.

If you're new, consult the registration tutorial to create an account.

Step 1: Checking Hardware Recognition on The Wonder

Connect the USB hardware to your computer, tablet or phone and start a Wonder session via Chrome. WebUSB will detect the device automatically, without needing to install drivers locally, and display a permission request for redirection.

Initial Approval: Click "Allow" in Chrome's pop-up to authorize redirection. This starts the local check by hardware type.
Exceptions: Keyboards and mice are not redirected, working natively via browser. Other devices, like webcams or printers, are redirection candidates.
Remote Session Check: In the cloud desktop, open Windows Device Manager (Windows + X > "Device Manager"). Locate the hardware. If it appears as "Unknown Device" or with a yellow exclamation point, it indicates missing cloud drivers.

If the device isn't recognized or doesn't work, note the error message (e.g., "Driver not found") and proceed.

Tip: Confirm that the hardware works locally.

Step 2: Exploring Internal Alternatives for USB Hardware

Before opening a ticket, check if there are compatible hardware in The Wonder's list. Access the dashboard and go to "Knowledge Base" > "Compatible Hardware" to consult the dynamic list, updated weekly. As drivers are managed in the cloud, you don't need to install anything locally, even when testing alternatives.

Examples:

For unrecognized printers, try generic Windows drivers or cloud printers.
For scanners, use apps like NAPS2, compatible with redirected USB hardware.

If no alternative meets your needs (e.g., a professional audio dongle), proceed to request compatibility.

Security tip: Avoid connecting unknown devices to prevent malware. Prefer hardware with drivers digitally signed by the manufacturer.

Step 3: Requesting Support for Compatibility or Driver Updates

In the dashboard, go to "Support" > "Open Ticket" and select "USB Hardware Problem". The form will be pre-populated with the USB ID, if detected, but complete:

Hardware Name and Model*: E.g., "Logitech Webcam C920".
USB ID*: E.g., 046d:082d.
Problem Description*: E.g., "Not recognized in remote session due to missing drivers".
Manufacturer Link*: Official URL (e.g., logitech.com/support).
Request Reason*: E.g., "Needed for family online classes".
Family Plan Impact: How many users will benefit.
Optional Attachments: Screenshots of the error or Device Manager.

Send the ticket and receive confirmation by email. Support analyzes within 48 hours, checking compatibility.

Practical tip: Use The Wonder's VoIP for real-time support.

Step 4: Voting for Hardware Compatibility or Driver Updates

If the hardware isn't in the compatibility list, participate in community voting in "Hardware Voting" in the dashboard:

Search Hardware: Check if the device or USB ID has already been suggested.
Create New Suggestion: Click "Suggest New Hardware" and fill out:
- Name and Model*: Exact name.
- USB ID*: Pre-populated, if available.
- Official Link*: Manufacturer site.
- Description and Justification*: E.g., "Webcam for online classes".
- Category: Peripherals, Storage, etc.
Send Suggestion: The hardware enters the voting list.
Vote: Click "Vote" for existing suggestions. Limit of 5 monthly votes.
Track Progress: Popular hardware is prioritized. Check weekly.

Notifications are sent if the hardware is approved, with drivers installed in the cloud.

Advanced tip: Mobilize family members to vote for the same hardware, increasing chances.

Step 5: Following Up and Implementing the Response

Monitor in "My Tickets" or "Hardware Voting". Possible results:

Approved: Drivers added in the cloud; reconnect the hardware without installing anything locally.
Update Scheduled: Wait for notification.
Rejected: Reasons like incompatibility; alternatives suggested.
More Information Needed: Respond to the ticket.

After approval, test the hardware and configure parental controls, if necessary, all without local configurations.

Tip: Use VoIP for follow-up.

Advanced Tips and Troubleshooting

Maximizing the Process:

Create one ticket per hardware.
Follow The Wonder blog for updates.
Test the latest versions.

Troubleshooting:

Redirection Failed: Check Chrome permissions or update the browser.
USB ID Not Detected: Use tools like USBDeview locally.
Vote Not Registered: Confirm vote limit.
Unexpected Rejection: Present appeal with details.
Response Delay: Use 24/7 chat.
Incompatibility: Consider USB adapters.

Conclusion: Simplifying USB Hardware Use on The Wonder

This tutorial taught you how to check, request and vote for USB hardware compatibility on The Wonder, taking advantage of WebUSB for redirection without installing drivers locally on computers, tablets or phones. With cloud-managed drivers, you personalize the family experience in a secure desktop, with updated Windows, recent Office, unlimited storage and VoIP. Community voting allows prioritizing useful devices. For more help, contact [email protected] or access the help center. Connect your devices and enjoy the convenience!

How to Proceed When USB-Connected Hardware Doesn't Work Due to Missing Drivers on The Wonder