How to troubleshoot USB issues?

Posted on by Sangram

The below topics are covered:

  1. Incompatible operating system
  2. Prevent power loss from the USB port
  3. Device or computer hardware issue
  4. Mode dial switch incorrectly set for accessing computer
  5. Cable disconnected, loose or defective
  6. Faulty USB connector on computer
  7. Incorrect USB or device setup in Windows
  8. Checking USB and  device status in Device Manager
  9. USB port incorrectly configured in BIOS
  10. USB controller or root hub disabled in Windows Device Manager
  11. USB controller IRQ conflict
  12. Software and hardware installed in wrong order
  13. USB chipset issue
  14. Removing USB entries from the Windows device manager.
  15. Windows XP USB 2.0 driver not installed

 

1. Incompatible operating system

Microsoft Windows 95 and NT operating systems are not compatible with USB technology. The following Operating Systems support USB technology. Other Operating Systems may support USB technology, but may not be compatible with the  devices.

  • Windows 98
  • Windows 98 Second Edition
  • Windows Millennium Edition
  • Windows 2000 Professional
  • Windows XP Professional Edition
  • Windows XP Home Edition
  • Mac OS 8.6 / OS 9.x / OS X.x

NOTE: To ensure compatibility between the operating systems and  device, the operating system must be factory pre-installed. To check the Windows operating system, click Start, the windows version is mentioned on the left side of the Start menu. For further information, please refer to the system requirements for your  USB device.

2. Prevent power loss from the USB port

  1. Click Start, Control Panel.
  2. If necessary, click Switch to Category View.
  3. Click Performance and Maintenance.
  4. Under Control Panel Icon, click the System icon. The System Properties window displays.
  5. Click the Hardware tab.
  6. Click Device Manager. The Device Manager window displays.
  7. Select Universal Serial Bus controllers.
  8. Right-click USB Root Hub.
  9. Click Properties. The USB Root Hub Properties window displays.
  10. Click the Power Management tab.
  11. Clear the check box next to Allow the computer to turn off this device to save power box. (This will prevent a power loss to the USB port.)

Click OK to close the USB Root Hub Properties window.

3. Device or computer hardware issue

If you are unable to turn on your  device, follow the Instruction Manual. Some  products such as  Digital cameras and camcorders save battery power by turning off automatically if you do not use it for a certain length of time. If you still cannot turn on the device when following the instructions, use a fully charged battery or connect the camera to the AC power with its AC power adapter. Then turn it on. After turning on your  product (and reconnecting if necessary), follow the software instructions in order to work with it.

4. Mode dial switch incorrectly set for accessing computer

Make sure your  product is turned on and the mode dial (if applicable) is correctly set. Refer to your Product Instruction Manual for more information. After checking the hardware settings on your  product, follow the software instructions in order to use your product with your computer.

5. Cable disconnected, loose or defective

Check the cable connections on your  product and the computer. Make sure the connectors are firmly attached. Please check if there are defects on your cable. If the cable is broken or kinked, get a new cable.

6. Faulty USB connector on computer

One of the USB connectors on your computer may be faulty. To check this, connect the USB cable of your  Device to the other USB connector on your computer. (Most computers have two USB connectors located next to each other). It is not necessary to turn off the computer before connecting the cable to the other USB port.

7. Incorrect USB or device setup in Windows

After checking the hardware issues, check the status of USB and your  product in the Windows Device Manager using the steps below:

8. Checking USB and  device status in Device Manager

  1. Right-click My Computer on the Windows desktop and then click Properties.
  2. Click the Device Manager tab to display the Device Manager window as shown at the right. (For Windows 2000 systems, click the Hardware tab and then the Device Manager button.
  3. In the Device Manager list, click the + sign next to Universal serial bus controller.
  4. Verify that a USB host controller and a USB root hub are listed below Universal serial bus.
  5. If Universal serial bus controller, USB host controller or USB root hub are not listed, close the Device Manager and go to USB port incorrectly configured in BIOS.
  6. If Universal serial bus controller, USB host controller and USB root hub are listed but one or more display a yellow exclamation point, go to USB controller IRQ conflict
  7. If you have Windows XP, right-click the Host Controller and select Properties from the drop-down menu. If you see this status message in the Properties window: The drivers for this device are not installed (code 28), go to Windows XP USB 2.0 driver not installed .
  8. If Universal serial bus controller, USB host controller and USB root hub are listed but one or more display a red X, go to USB controller or root hub disabled in Windows Device Manager.
  9. If your  device is listed in the correct location without a yellow exclamation point, go to USB chipset problem.
  10. If your  device does not appear in the correct device category, or if your  device is incorrectly listed under Other Devices, go to Software and camera installed in wrong order.

9. USB port incorrectly configured in BIOS

NOTE: The procedure in this section is intended for advanced users only. Incorrect BIOS settings could prevent your computer from starting or operating normally. If you are not experienced in making changes to your computer BIOS, consult your computer instructions or contact your computer manufacturer for assistance before attempting the steps below.

  1. Follow the instructions of your computer to view the BIOS settings. These settings are sometimes called CMOS settings or system setup.
  2. To view the BIOS settings, press a key, such as F2 or Delete, just after you turn on the computer. Instructions often appear on the screen briefly when you turn on the computer. Also check the instructions and manuals provided with your computer.
  3. Look for USB Interface or a similar setting in the Advanced Setup, Peripheral Configuration or another section of your computer BIOS settings.
  4. Follow the onscreen instructions or read the computer documentation to enable the USB port.
  5. Follow the onscreen instructions to save the new settings and restart the computer.
  6. Turn on your  device and follow your software instructions to start using your  product with the computer.

10. USB controller or root hub disabled in Windows Device Manager

  1. Right-click My Computer on the Windows desktop and then click Properties.
  2. Click the Device Manager tab. (On Windows 2000 and XP systems, click the Hardware tab and then the Device Manager button.)
  3. In the Device Manager list, click the + sign next to Universal serial bus controller.
  4. Click the line in the Device Manager containing the red X.
  5. Click the Properties button. (On Windows 2000 and XP systems, click Properties on the Action menu.)
  6. In the Communications Port Properties box, click the Resources tab.
  7. Re-enable the USB device by clicking the Enable Device button and follow the onscreen instructions.

11. USB controller IRQ conflict
If the USB universal serial bus controller, the USB host controller, or the USB root hub is displayed in the Windows device manager with a yellow exclamation mark, your computer probably has an IRQ conflict. To resolve this issue, refer to your computer instructions or contact your computer manufacturer. After you resolve the IRQ conflict (usually by disabling an infrequently used device to make its IRQ available for the USB port), turn off and follow your software instructions in order to use your  device with the computer.

12. Software and hardware installed in wrong order

For a proper setup, a USB Device Driver must be installed on your computer before your  device is connected to your computer. If you have installed the software and hardware in the wrong sequence, follow these steps:

  1. Right-click My Computer on the Windows desktop and then click Properties.
  2. Click the Device Manager tab. (On Windows 2000 and XP systems, click the Hardware tab and then the Device Manager button.)
  3. Disconnect the USB cable from the computer.
  4. On the Device Manager tab, click the + next to other devices. Then click the device representing your  device (below Other devices) to highlight it.
  1. In Windows 98 and Millennium, click Remove and click OK – Follow the onscreen instructions to remove the device from the Device Manager.
  2. On Windows 2000 and XP systems, click Uninstall on the Action menu and click OK to confirm your action. Follow the onscreen instructions to remove the device from the Device Manager.
  3. Reconnect the USB cable.
  4. Follow the software instructions to start using your  device with the computer.

13. USB chipset issue
Some USB controllers (called the USB chipset) installed on computer motherboards are known to have problems communicating with some USB devices. Use the following steps to determine whether your connection problem results from the USB chipset on your computer and to obtain a software utility or patch to solve the problem.

  1. Right-click My Computer on the Windows desktop and then click Properties.
  2. Click the Device Manager tab. (On Windows 2000 and XP systems, click the Hardware tab and then the Device Manager button.)
  3. Click the + sign next to Universal serial bus controller.
  4. Write down the chipset identifying information as shown in the figure on the right.
  1. Contact your computer manufacturer or go to their website to inquire about updates or patches available for your chipset.
  2. If an update or patch is available, obtain and install it according to the instructions provided with it. If no USB software update or patch is available, or if one is available but you still cannot use your  product with your computer, contact your local CustomerinformationCenter.

14. Removing USB entries from the Windows Device Manager
Cleaning up USB can only be done when your computer is in SAFE MODE.

  • Windows 98 – The following procedure can resolve Windows conflicts by removing old/unused device entries that are installed in virtual mode.
  • Windows XP and 2000 – Removing USB devices in Safe Mode will make the OS  refresh the USB driver stack and may cause a shift in IRQ assignment.
Microsoft Windows 98 Startup Menu
1. Normal
2. Logged (BOOTLOG.TXT)
3. Safe mode
4. Safe mode with network support
5. Step-by-step confirmation
6. Command prompt only
7. Safe mode command prompt only
Enter a choice: 1       Time remaining: 06

To start Windows in SAFE MODE:

  1. Press the F8 or Ctrl key just before the Windows logo appears.
  2. When the Start Up Menu appears, select SAFE MODE.
  3. Windows will inform you that you are in SAFE MODE.
  4. If you are using a USB mouse you may not have mouse support.

NOTE:  If you remove the USB entries completely then it may create problems for the users who have both USB keyboard and mouse connected. Connect at least one PS2 device (mouse or keyboard) that will enable you to browse the device manager.

Removing USB Completely

If USB is sharing an IRQ with another device and you are attempting to free the IRQ, or you need to refresh the USB driver stack, you must remove ALL USB elements completely.  Windows will refresh the USB driver stack when you reboot to Windows Standard mode. In Windows Standard Mode (when the computer has started normally, no Safe Mode)

  • Unplug all USB devices except keyboard and/or mouse.
  • Uninstall the software for the USB peripheral devices.
  • Shutdown and start Windows in Safe Mode – Device Manager
  • Restart Windows in Safe Mode – go to Control Panel – System Properties – Device Manager.
  • In the View Tab, select the Show Hidden Devices Option

The order of removal must be followed exactly:

  • Delete USB peripheral devices (Scanners, Printers, Cameras etc.)
  • Delete HID and/or Composite USB (Human Interface Devices)
  • Delete USB Root Hub(s) (Universal Host Controllers)
  • Delete USB Host Controller(s) (Universal Host Controllers)

Please note that you can browse in Safe Mode using the keyboard Tab, by pressing Alt, Crtl and Arrow keys. The Universal Serial Bus Controller and Human Interface Device headings should disappear completely from the Device Manager.  Before starting Windows in Standard Mode:

  • Insert the Windows CD into the CDROM drive and browse to Look in ( For example D: / Win98, where D is the letter of the CDROM drive on your system), Win9X folder on the CDROM when/if prompted.
  • Unplug all the USB devices before starting Windows.
  • USB does NOT like to share it’s IRQ with another device especially when the user is employing sophisticated USB peripherals.   Even though Windows may report NO conflict, if USB is sharing its IRQ with another system peripheral, (i.e. video, sound, SCSI etc.), that is often the source of the problem.  (IRQ Holder for PCI Steering is NOT considered another device)

  15. Windows XP USB 2.0 driver not installed
If your computer has a USB 2.0 controller built in, it may not have a Windows XP driver installed. Use this procedure to download and install the correct driver.

  1. Download the USB 2.0 Windows XP driver from the Microsoft website  or check for new USB drivers on your computer manufacturer’s website.
  2. Follow the instructions on the Windows Update site or the manufacturer’s website to install the driver.
  3. Reconnect the USB cable to the camera.

Follow the software instructions in the Instruction Manual to start using your  product with the computer.

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