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If using the USB cable, you need to install a Virtual COM port driver; the software (at least the 777's) doesn't support direct USB.
Also make sure the connector is plugged into the radio correctly. Mine is a bit finicky (bad fit?) and I usually have to hold it pressed in [radio end] during read/writes to make sure it works okay, otherwise it disconnects during transfer half the time (or sometimes won't transfer at all). This is using the cheap ebay connector.
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