EST-IRSPOT-2 EST Kit with IR Spot (Thermopile)

We have purchased two of these kits. One is having issues not taking the temp until the Surface tablet is restarted. Once restarted it will again start taking temps but after sometime it will stop again. When it stops the Surface tablet will not even detect the sensor has been unplugged. Out of these two kits we have already had to send one sensor back and now we are having this problem. I do not understand why we are having this issue.

since you have two kits, are they installed the same way? with the same room temp, the same software installed on each? also when the scanning stops , does the software itself stop? the surface? or it just wont show any value on your screen? meaning you can still navigate through the software or your surface?.

Make sure you have the same settings as your other kit to make sure that you don't have issues with the thresholds or other settings.

are they installed the same way?
Yes
with the same room temp
Yes
the same software installed on each?
Yes
does the software itself stop?
No
the surface?
No
or it just wont show any value on your screen?
It will not take temp, show value, or even detect the sensor has been unplugged

Does the sensor work? So that the led lights up and that it does the scanning when connected to the Surface (without showing the values). If so, then it looks like a Windows configuration issue which we can try to remotely fix.