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TPS40400: Fusion Digital Power Designer I2C Issue

Part Number: TPS40400


I have a customer who has designed the TPS40400 onto their board, and they are having an issue connecting to Fusion Power Designer. They are using the TI USB Interface Adapter (connecting only SDA and SCL, not the Alert line), and they are getting the message shown below:

They verified they are seeing the correct input and output voltage for the regulator. Do you have any ideas why they can't connect to the GUI via i2c? I can share their schematic if need be.