There are a number of things that can cause that and here are a couple of steps to help you:
1. Check if you have the controller properly connected to the correct motherboard USB header and MOLEX power. Some motherboards have multiple USB headers, so please refer to the motherboard manual to find the appropriate one.
2. Try restarting the computer. Sometimes the controller needs to be power-cycled.
3. Check if you have any other D-RGB/RGB software running and disable it.
4. If this is happening on a fresh install of Windows 10 and you don't see the controller in the Windows Device Manager, then the controller could be faulty and you should contact our customer support.