Do you have more USB devices plugged in besides the Tappecue?
Unplug all other devices, reboot the PC/MAC, then plug in the USB and power for the Tappecue, login to the setup program and try again.
This can be a problem in both the MAC and the Windows program.
The MAC/PC confuses the other devices with the Tappecue.
If you don't have more than one USB device and you are on Windows, make sure the drivers are installed properly.
See the other FAQ and video solution for installing drivers.