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Sounds like you don't have the device driver on you computer for the sewing machine. Question: Did it ever work? If it used to work but doesn't now, try using a different cable from the computer to the sewing machine. You can also try rebooting the computer (with the sewing machine connected and powered up) to see if it will locate the machine.
I have Windows Vista; I also had a similar problem; found out that I could only use the usb port on my computer exclusively for sewing as the driver software seems to conflict;
Also, having said that, go to Pfaff.com & download the free driver upgrade and see if that will get you started good luck deb
I have somewhere that installation diskette (with the old SW version). If I'm not mistaken it was not included with the sewing machine but sold separately with the embrodery arm that we bought together with it some 10 years ago. Email me to email@example.com if you need more help.