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Troubleshooting USB Chipset Issues

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Symptom

There may be a problem with the Universal Serial Bus (USB) controller chipset driver or computer settings if the HP all-in-one product fails to install or if other communication problems occur. The motherboard chipset is a set of computer instructions on a microchip that controls the communication between the computer, the Windows operating system, and any peripherals or add-in computer cards.
NOTE: Before trying to correct chipset problems, consult with the manufacturer of the computer to determine if there is a new Basic Input/Output System (BIOS) available for the computer. Ask for guidance if you are uncomfortable or unfamiliar with changing system settings on the computer.

Identifying the USB chipset

The USB chipset must be identified before determining if there is a problem. Complete the following steps to identify the USB chipset:
  1. Right-click the My Computer icon on the Windows desktop, (in Microsoft® Windows XP, click Start to locate the My Computer icon) and then click Properties .
  2. Based on the version of Windows, do one of the following:
    • When using Windows 98 and Me, click the Device Manager tab.
    • When using Windows 2000 and XP, click the Hardware tab, and then click the Device Manager button.
  3. Locate and click Universal Serial Bus Controller . There should be two entries listed below Universal Serial Bus Controller. One entry is the USB Root Hub and the other is the USB controller. Write down the information for the USB Universal Host Controller (UHC).

Solving problems with specific USB UHC chipsets

This section describes many, but not all, USB chipsets commonly installed in computers. If there is not information listed about the USB UHC chipset installed in the computer, please contact the manufacturer of the computer or the motherboard for further help and any possible BIOS updates.
NOTE: After making changes it may be necessary to reset Windows Plug and Play. Follow the directions in the Reinstalling the drivers with Plug and Play after making changes section to reset Windows Plug and Play.

Intel 82371AB, EB, MB, SB and AB/EB

Intel 82371AB, EB, MB, SB and AB/EB were some of the first USB host controllers. Intel has identified several problems with these controllers. Windows does not always identify a device when it is connected to the system or the device and computer may stop communicating when the system comes out of screen saver, suspend, or other power-saving modes. The symptoms can occur randomly, so it may be difficult to identify the cause.
Intel greatly improved the 82371 AB/EB controller, which was the last of the series. There are fewer problems with the 82371AB/EB chipset, but problems still may occur. Intel is not planning any long-term fixes to any of these issues. You may want to try the following solutions.

Intel 82371SB Chipset only

Change the Intel 82371SB chipset driver to the Intel 82371AB or AB/EB driver. Complete the steps below to change the chipset driver to the 82371AB or 82371AB/EB driver:
Windows 98, ME and 2000
  1. Right-click My Computer , and then click Properties .
  2. Click Device Manager . (In Windows 2000, click the Hardware tab, and then click Device Manager .)
  3. Locate and click the Universal Serial Bus Controller entry.
  4. Double-click Universal Host Controller, and then click the Driver tab of the Universal Host Controller Properties.
  5. Select Update Driver, and then click Next .
  6. Select the second option to "Display a list of drivers and select the desired driver". Click Next .
  7. Click Show all hardware . Click Intel from the list of manufacturers.
  8. Select 82371AB/EB . If it is not available, select 82371AB USB Host Controller from the models information. Click Next to continue. Follow the directions to complete the installation of the new driver.
Windows XP
  1. Click Start , right-click My Computer , and then click Properties .
  2. Click the Hardware tab, and then click Device Manager .
  3. Locate and click the Universal Serial Bus Controller entry.
  4. Double-click Universal Host Controller , and then click the Driver tab of the Universal Host Controller Properties.
  5. Click Update Driver.
  6. Click Install from a list or a specific location , and then click Next .
  7. Click Don’t search, I will Choose the driver to install ,and then click Next .
  8. Remove the checkmark from Show compatible hardware .
  9. Select Intel from the list of manufacturers.
  10. Select 82371AB/EB . If it is not available, select 82371AB USB Host Controller from the models information. Click Next to continue. Follow the directions to complete the installation of the new driver.
  11. Click Finish when the driver is loaded, and then click OK .

All Intel 82371 chipset versions

Try the steps below one at a time. If the problem goes away after performing a step, do not continue with the remaining steps.
  1. Disconnect and then reconnect the USB cable to the all-in-one.
    1. Disconnect the USB cable from the HP all-in-one.
    2. Wait five seconds, and then reconnect the USB cable to the all-in-one. This is also known as "hot plugging". In extreme cases it may be necessary to restart the computer as well.
  2. Complete the following steps if Windows 2000 and an HP Officejet G, K, V or PSC 700 series is installed on the computer:
    1. Go to the HP all-in-one Support Web site.
    2. Select the appropriate product and operating system.
    3. Download and install the HP USB Standby Patch.
  3. Check with the computer or motherboard manufacturer for any BIOS updates.
  4. Install a powered USB hub:
    1. Purchase and install a powered USB hub.
    2. Connect the USB devices through the hub.

Intel 82801 AA, Intel 82801BA, and Intel 82801BAM

These Intel chipsets may have intermittent communication or connection problems. Try the solution below to correct the problem. The solution should work in most cases. If the solution fails, check for updates to the computer's BIOS with the computer or motherboard manufacturer.

Solution steps for Windows 98, Me, and 2000

Replace the existing driver with the Intel 82801AB driver. This driver is compatible with the original chipset but includes different driver files. Complete the following steps:
  1. Right-click My Computer , and then click Properties .
  2. Click Device Manager (in Windows 2000, click the Hardware tab, and then click Device Manager ).
  3. Locate and click the Universal Serial Bus Controller entry.
  4. Double-click Universal Host Controller , and then click the Driver tab of the Universal Host Controller Properties.
  5. Select Update Driver , and then click Next .
  6. Click the second option Display a list of drivers, and then select the desired driver. Click Next .
  7. Click Show all hardware . Select Intel from the list of manufacturers.
  8. Select 82801AB USB Host Controller from the models information. Click Next to continue. Follow the directions to complete the installation of the new driver.

Solution steps for Windows XP

Replace the existing driver with the Intel 82801AB driver. This driver is compatible with the original chipset but includes different driver files. Complete the following steps:
  1. Click Start , right-click My Computer , and then click Properties .
  2. Select the Hardware tab, and then click Device Manager .
  3. Locate and click the Universal Serial Bus Controller entry.
  4. Double-click Universal Host Controller , and then click the Driver tab of the Universal Host Controller Properties.
  5. Select Update Driver .
  6. Select Install from a list or a specific location . Click Next .
  7. Select Don’t search. I will Choose the driver to install . Click Next .
  8. Remove the checkmark from Show compatible hardware . Intel should be selected from the list of manufacturers.
  9. Select 82801AB from the models information. Click Next to continue. Follow the directions to complete the installation of the new driver.
  10. Click Finish after the driver is loaded, and then click OK .
If the steps above do not correct the issue, check with the computer or motherboard manufacturer for BIOS updates or purchase and install a powered USB hub.

VIA chipsets

VIA 3038 Universal Host Controller

Several popular computer motherboards, such as the Abit KT7 Series and Shuttle, use the VIA 3038 chipset. HP has identified communications problems that may occur with this chipset. Complete the following steps to resolve the problem:
  1. Remove the HP all-in-one software, and then disconnect the USB cable from the HP all-in-one.
  2. Update the Via 4-1 driver from the www.viatech.com Web site (in English)
  3. Update the Via USB filter driver from the www.viatech.com Web site (in English).
  4. Install the all-in-one. If the installation still fails, remove the HP all-in-one software, disconnect the USB cable from the all-in-one, and contact the manufacturer of the computer or motherboard to obtain the latest BIOS version for the computer.

Windows 98 SE only : VIA chipset and/or an AMD processor

Microsoft (R) has indicated that there is a problem with Windows 98 Second Edition when the computer has an AMD processor faster than 350 MHz or when a VIA technologies USB host controller is installed. Microsoft resolved this problem in Windows Millennium Edition. Microsoft documented the problem and provided a solution in Microsoft's knowledge base article, Document Q240075 - USB Devices May Not Work In Windows 98 SE (in English).
To find out if the computer is equipped with an AMD processor, check the General tab of the Device Manager to identify the type of processor installed in the computer.
The USB Host Controller driver (UHCD.SYS) has a timing problem that may cause the USB device not to enumerate under certain conditions. You can download an update to UHCD.SYS from Microsoft (R). Complete the following steps to determine if you need to update UHCD.SYS:
  1. Click Start , click Find , and then click Files or Folders .
  2. In Named , type UHCD.SYS
  3. Verify that Look in has the C: drive listed and that Include Subfolders is selected.
  4. Click Find Now .
  5. When the search is complete, right-click the UHCD.SYS file, and then click Properties .
  6. Click the Version tab and check the version number. If the version number is not 4.10.2223 or later, download the update from Microsoft.

Problems with Windows 2000 and an older VIA USB chip set

Windows 2000 does not support VIA technology chipsets later than REV_05. Microsoft has also confirmed that Windows 2000 and the VIA Technologies VT83C572 PCI-to-USB Chip sets are incompatible. For more information, please read Microsoft documents Q246755 and Q233163 (English). Go to the Microsoft Web site, click Search Knowledge Base , and then enter the document numbers to search for these documents.
The same error may occur with the Intel 82371 AB/EB USB host controller chipset. Possible symptoms include the following:
  • The computer stops or fails to respond when certain USB devices are connected.
  • A Stop: 0x0000000A - IRQL_NOT_LESS_OR_EQUAL error message occurs.
  • Driver Plug and Play may not occur.

AMD K7 (Athlon CPU) motherboards

Some VIA chipsets have a computer BIOS section to set Chip Performance Speed . The BIOS section may also be labeled System Performance . This setting should be set to Normal instead of Strong, Turbo, Optimal or Fast. Contact the manufacturer of the computer for help with the computer BIOS if necessary.

ALI Chipset

After completing the steps for a solution below, test the device to see if it works before trying the next solution.

Solution 1

Contact the manufacturer of the computer or motherboard for a new system BIOS update. Install any new updates that are available.

Solution 2

Check the BIOS settings. Get assistance from the manufacturer of the computer if necessary. The settings should be set as shown in the table below. Some settings may not be present depending on the BIOS version.
BIOS SettingSet to
Plug and Play Operating System Enabled - Pentium(R) and Pentium Pro Disabled - Pentium ll, lll and lV.
Interrupt Requests (IRQs) Assigned Auto or Operating Systems (OS)
USB or USB Keyboard Enabled
BIOS Controlled Power Management Support Disabled
ACPI Disabled

Solution 3

If you use Windows 98 Second Edition, download and install an updated Openhci.sys file from Microsoft. The file and the explanation are included in Microsoft document Q253697 (English). (To check the version of Windows, right-click My Computer ,and then click Properties .)

Solution 4

Complete the following steps to change the driver for the USB Host Controller to the standard OHCI USB Host Controller:
  1. Right-click My Computer , and then click Properties .
  2. Click Device Manager (in Windows 2000, click the Hardware tab, and then click Device Manager ).
  3. Locate and click the Universal Serial Bus Controller entry.
  4. Double-click Universal Host Controller , and then click the Driver tab of the Universal Host Controller Properties.
  5. Click Update Driver , and then click Next .
  6. Select the second option to Display a list of all drivers . Click Next .
  7. Select Standard Universal PCI to USB Host Controller (Microsoft) . If more than one is listed, select the one with the most recent date following the entry.

AMD USB host controller

USB devices may operate intermittently with the AMD USB chipsets used on some of the first AMD Athlon-equipped computers. Microsoft may have a fix for this issue in their Knowledge Base Document Q241134 (in English). No other solution is available.

SIS 7001 USB host controller

After completing the steps for a solution below, test the device to see if it works before trying the next solution.

Solution 1

Contact the manufacturer of the computer or motherboard for a new system BIOS update. Install any new updates available.

Solution 2

Check the BIOS settings. Get assistance from the manufacturer of the computer if necessary: The settings should be as follows, but some settings may not be present depending on the BIOS version:
BIOS SettingSet to
Plug and Play Operating System Enabled - Pentium and Pentium Pro Disabled - Pentium ll, lll, lV and AMD.
IRQ's Assigned Auto or OS
USB or USB Keyboard Enabled
BIOS Controlled Power Management Support Disabled
BIOS support for DMA (If present) Disabled
Write Prefetch (If present) Disabled
ACPI (If present) Disabled
Enhance Chip Performance (If present) Enabled

Solution 3

If you use Windows 98 Second Edition, download and install an updated Openhci.sys file from Microsoft. The file and the explanation are included in Microsoft document Q253697 (in English). (To check the version of Windows, right-click My Computer and click Properties .)

Solution 4

This chipset is normally only used with an AMD K6-2, K6-3 or Athlon processor-equipped system. When this controller is used in combination with in Windows 98 SE, you need to get a filter driver from Microsoft.

Solution 5

Complete the following steps to disable USB error detection:
  1. Right-click My Computer ,and then click Properties .
  2. Select Device Manager to view the Device Manager (in Windows 2000, click the Hardware tab, and then click Device Manager ).
  3. Locate and click the Universal Serial Bus Controller entry.
  4. Double-click Universal Host Controller , and then click the Advanced tab of the Universal Host Controller Properties.
  5. Select Disable USB Error Detection . Click OK .
  6. Restart the computer to see if you have resolved the problem.

Solution 6

Complete the following steps to change the driver for the USB Host Controller to the standard OHCI USB Host Controller:
  1. Right-click My Computer , and then click Properties .
  2. Select Device Manager to view the Device Manager (in Windows 2000, click the Hardware tab, and then click Device Manager ).
  3. Locate and click the Universal Serial Bus Controller entry.
  4. Double-click Universal Host Controller , and then click the Driver tab of the Universal Host Controller Properties.
  5. Select Update Driver , and then click Next .
  6. Select the second option to Display a list of all drivers . Click Next .
  7. Select Standard Universal PCI to USB Host Controller (Microsoft) . If more than one is listed, select the one with the most recent date following the entry.
If communication repeatedly fails between the computer and the HP all-in-one, unplug the USB cable from the computer and reconnect the cable. If this fails to restore communication, restart the computer. This is an extreme measure, so it is best to try all other solutions first.

NEC universal host controllers

This chipset is normally found in Toshiba and some IBM portable computers. Microsoft has created a patch for computers using this chipset. The information is contained in their Knowledge Base Document Q244594 (in English).

Reinstalling the drivers with Plug and Play after making changes

After making any changes, Windows may need to reinstall the drivers through Plug and Play. The following steps explain how you can help Windows Plug and Play again.
  1. In the Device Manager, look for Imaging Device , Other Devices , or entries with DOT4 or 1284.4 in the name. If you see any of those entries, click on the (+) to the left of the entries. If none of the entries is present, remove the HP all-in-one software and then reinstall it.
  2. If there is a listing for Other devices or Unknown Devices, look below the entry for an all-in-one entry that has a question mark or exclamation point next to it. Highlight the all-in-one entry with the question mark or exclamation point, and then click Remove . (Click Action , and then Uninstall in Windows 2000 and XP.) A dialog box will prompt you to remove the device. Click Yes or OK .
  3. If you see an Imaging Device entry, highlight the all-in-one entry below Imaging Device, and then click Remove . (Click Action , and then Uninstall in Windows 2000 and XP.) Confirm the deletion.
  4. If you see a DOT4 entry, highlight the all-in-one entry listed below DOT4 , and then click Remove .(Click File, and then click Uninstall in Windows 2000.) Confirm the deletion.
  5. If you see a DOT4Print or IEEE 1284.4 compatible printers entry, highlight the 1284.4 compatible printer entry listed below DOT4Print or IEE 1284.4 , and then click Remove .(Click File, and then click Uninstall in Windows 2000.) Confirm the deletion.
  6. If you see a DOT4USB or IEEE 1284.4 Devices entry, highlight the all-in-one entry listed below DOT4USB or IEEE 1284.4 Devices , and then click Remove .(Click File, and then click Uninstall in Windows 2000.) Confirm the deletion.
  7. Unplug the USB cable from the computer.
  8. Reconnect the USB cable to the computer. Windows will detect the all-in-one and add the correct entries to the Device Manager.

Problems with power

Some USB chipsets may cause problems related to power. USB devices obtain the power to drive USB communication from the computer through the USB cable. The computer can detect a device at power levels as low as 100mA, but 500mA may be required to maintain high-speed communication with a full power USB device. This problem exists on some computers, USB hubs and USB-connected peripherals that act as hubs. The following symptoms that may indicate power-related problems:
  • Plug and Play does not detect the HP all-in-one during installation.
  • The HP all-in-one functions only partially or is frequently disconnected.
  • The HP all-in-one will only work if other devices are disconnected.
  • The computer restarts when you try to use the HP all-in-one.
The known problems that have to do with power are listed below, but other devices may also have these problems. In general, any Plug and Play or communication problem that is not due to a USB chipset or cable may be due to a problem with power. Complete the following steps to check the power properties of the root hub:
  1. Right-click My Computer , and then click Properties .
  2. Select Device Manager (in Windows 2000, click the Hardware tab, and then click Device Manager ).
  3. Locate and click Universal Serial Bus Controller entry.
  4. Double-click USB Root Hub to open the USB Root Hub Properties.
  5. Click the Power tab, and then click Power Properties . Windows displays the amount of power available and the amount of power used. When the computer and peripherals are idle, the power usage will be lower than when the computer is active. Please note that Windows may or may not report the information correctly.

USB ports on USB keyboards may not supply enough power

Certain USB keyboards do not provide enough power to drive a full-power USB device (such as a printer, scanner, or all-in-one). You should not use this type of USB keyboard to connect other USB devices. These keyboards have two integrated USB ports that only supply about 100 milliamps of power. Disconnect the HP all-in-one from these ports and connect it directly into the USB port on the computer. You may also purchase and install a powered USB hub, and connect the all-in-one through the powered hub.

How to choose USB hubs

Make sure the hub is a powered hub and that the power adapter is plugged in. Some powered hubs do not include the power adapter as a standard item. The hub must be plugged into a power source . Some hubs also have problems handling more than four full-power USB devices. You can connect a maximum of five hubs to the system. If the all-in-one product has trouble with a hub when they are connected together or there are more than four devices on the hub, move the unit to the hub directly connected to the computer USB port unless there are known issues.
Figure 1: A powered USB hub

Intermittently lose access to USB devices with Wild File GoBack installed

Wild File GoBack is a system restoration utility that is sometimes loaded onto computers by the manufacturer of the computer. Earlier versions of this application can cause loss of connection to USB devices. To correct this problem, download and install the latest version (2.1e or later) from the Wild File support Web site.

Dell blue screen IRQL_Not_Less_or_Equal error in Windows 2000 SP1

Dell document FA1049867 indicates that there can be a problem with a version of the file disk.sys. There was a problem with version 5.0.2195.2095 of this file that would cause a blue screen error when a user attached USB devices. Complete the following steps to determine if this is the problem:
  1. Click Start , click Search , and then click Files or Folders .
  2. Type disk.sys in the search line and then click Searchnow .
  3. If you see more than one listing of the file, look for the file in the C:\WinNT\System32\Drivers folder.
  4. Right-click the file in the C:\WinNT\System32\Drivers folder, and then click Properties .
  5. Click the Version tab of the Properties dialog box.
  6. Check the version number. If the version number is 5.0.2195.2095 or lower, upgrade to Windows 2000 Service Pack 2 or contact Dell to obtain and install a newer version of disk.sys.

The problem is not resolved after trying the solutions in this document

  • Contact the manufacturer of the computer to see if there are any known USB issues that are not included in this document.
  • Contact HP customer care.

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