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Compaq Presario 5000 Desktop PC support

Troubleshooting USB Connections (Windows XP, ME, and 98)

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This document pertains to HP and Compaq desktop computers with Windows XP, Me, or 98.
This document describes general troubleshooting tips for Universal Serial Bus (USB) devices in Windows 98 Second Edition, Me, and XP. Perform the steps in one of the following sections to find a solution.
NOTE: Some USB devices require USB device software drivers be installed before connecting the USB device to the PC, like multifunction printer/scanner/copiers. When installing a USB device always follow the installation documentation from the USB device manufacturer.

Does your PC support USB?

USB is not supported prior to Windows 98. USB 1.0/1.1 is supported in Microsoft Windows 98 Second Edition and later. USB 2.0 (and 1.0, 1.1) is supported in Windows XP Service Pack 1 and later. You cannot upgrade USB 1.0 or 1.1 hardware ports to the faster USB 2.0 standard.

How do I update my USB driver?

You can use the following steps to find and download the latest USB files used by Windows XP. If you have Windows 98 or ME, use Windows Update to obtain the latest USB updates (if any are needed or available).
NOTE:Many older HP computers do not support USB 2.0. In order to support USB 2.0, the motherboard must have USB hardware and a chipset that supports the 2.0 standard. If the device is a USB 2.0 device, and the port is not USB 2.0 compliant, the USB device may still work, but at the reduced transfer rates of USB 1.0 or 1.1.
  1. Connect to the Internet if the computer is not already connected.
  2. Open Device Manager: click Start, Run, and enter devmgmt.msc into the open field.
  3. Click the plus sign (+) next to Universal Serial Bus Controllers.
  4. Right-click one of the Host Controllers and select Update Driver Software.
  5. Follow the screens that open to find and install any available updates through Microsoft.
  6. Click Finish when done and repeat this process for other controllers.

Important information about Legacy USB Support

Most USB problems in Windows can be resolved by disabling USB Legacy Support in the BIOS.
NOTE:Your USB keyboard or mouse must have USB Legacy Support enabled in the BIOS to work with MS-DOS-based utilities and non-Windows modes. Before using the following steps make sure you have a PS/2 mouse and keyboard plugged in to the computer.
Use the following steps to enable or disable USB Legacy Support on your computer:
  1. Turn on the computer.
  2. When the first screen displays press F1 repeatedly until the setup screen displays.
  3. Use the Left and Right arrow keys to select the Advanced tab.
  4. Use the Up, Down, keys to select Legacy USB Support and then press Enter.
  5. Use the Up, Down, and Enter keys to select Enabled or Disabled and Enter.
  6. Press F10 to save settings and exit.

USB device not detected by the PC

Perform the following steps to troubleshoot the USB port when the computer does not detect a USB device:
  1. Check Device Manager to see if the device displays under the USB section or the Other Devices section. To do this, follow the procedures below:
    1. In Windows XP, click Start, right-click My Computer, and select Properties.
      In Windows 98 and Me, right-click the My Computer icon on the Windows desktop, and select Properties.
    2. In Windows XP, select the Hardware tab and click the Device Manager button.
      In Windows 98 and ME, select the Device Manager tab.
    3. Check for the USB device under the Universal Serial Bus controllers or under the Other Devices section.
    4. If the device is found under Universal Serial Bus controllers or Other Devices, Remove or Uninstall the device from Device Manager, disconnect the USB device, and restart the PC.
    5. Install the USB device software following the manufacturer's suggestions. Continue if the device name cannot be found in Device Manager.
  2. If the USB device is missing, double-click the USB Root Hub, click the Power tab, and then click Power Properties (if it is shown). The available ports and power usage is shown. If the displayed power is over 500mA, remove the devices and use a powered HUB. To check the properties of a HUB double-click HUB and the HUB information window will open.
  3. Remove high-speed USB cables that are over three meters and use high-speed cables that are less than three meters.
    Only use high-speed cables less than three meters with high-speed USB devices (Multifunction devices, scanners, and cameras).
  4. If the USB device is connected to a USB port on a keyboard, unplug it and plug it into a USB port on the PC or into a powered HUB.
  5. There may be an issue with the USB port. Try plugging into a different USB port. If the USB device displays in Device Manager after plugging the cable into a different port, then Uninstall and reinstall the USB device software driver.
  6. To work around the error message, enable Legacy USB Support :
  7. Disconnect all USB devices and use the following steps to remove the USB Host Controller:
    1. Restart the computer and press the F8 key repeatedly after the first screen displays.
      A Startup or Advanced Options Menu displays.
    2. Select Safe Mode and press ENTER to start Windows in Safe Mode.
    3. In Windows XP, click Start, right-click My Computer, and select Properties.
      In Windows 98 and Me, right-click the My Computer icon on the Windows desktop, and select Properties.
    4. In Windows XP, click the Hardware tab and then Device Manager.
      In Windows 98 and ME, click the Device Manager tab.
    5. Click the (+) plus sign next to the Universal Serial Bus.
    6. Select USB Root Hub, and then click Remove or Uninstall. Continue until all USB Root Hubs are removed.
    7. Close DeviceManager.
  8. Reinstall the Host controller:
    1. In Windows XP, click Start, click Search, and then click All Files and Folders.
      In Windows 98 and Me, click Start, click Find, and click Files or Folders.
    2. Set Look in to Local Hard Drive (C:).
    3. In the Named field type usb.inf, then click Find Now.
    4. Right-click USB, then Install.
    5. Restart the computer and verify that the USB Root HUB exists in Device Manager.
    6. Install the device software driver using the manufacturer's recommended method.
  9. Reconnect the USB device.
    Consult the manufacturer of the device for support if the device still fails to display.

Error: HI-SPEED USB Device Plugged into non-HI-SPEED USB Hub

The following error opens after a USB is connected to the computer:
HI-SPEED USB Device Plugged into non-HI-SPEED USB Hub
This message does not indicate a failure of the device, but instead is an indication that the hi-speed device will not be able to perform using a higher transfer rate. The effects of this message may not be noticeable, but can be:
  • More delay before a page is sent to a USB printer.
  • More time to fully scan a page.
  • More time to fully load images from a camera to the computer.
  • More time to download files from a USB storage device.
This message can occur when:
  • A hi-speed device is connected to a USB 1.0 or 1.1 port on the computer.
  • A hi-speed device is connected to a USB 1.0 or 1.1 external hub or device (like a keyboard) that is then connected to any version of USB port on the computer.
  • A high-speed device is connected to a hi-speed USB 2.0 port, but the connection is poor (cable too long, inferior cable type, low power situation).
To help correct these issues, ensure the following items are true:
  • The USB port used is truly a USB 2.0 port. For most HP and Compaq desktop computer you can refer to the motherboard specification support document on customer care for this information. Some motherboards have both USB 1.1 and 2.0 ports.
  • The connection between the hi-speed USB device and the computer uses hi-speed compatible cabling. Cable lengths should be 3 meters or less. Look for any problems with the cable; pinches, bends, or cuts.
  • The computer and the USB device are connected to power sources that are being used by too many other devices. Try connecting the computer and device directly to another power outlet. If the computer is using upgraded hardware, such as extra memory and hard drives, make sure the total power consumption is not more than what the power supply is rated for. If so, upgrade the power supply.
  • If the computer has a hi-speed 2.0 USB port and is using Windows XP, updating the USB controller for some types of USB hardware is known to increase the USB throughput and prevent this error. To do so, use the following steps:
    1. Connect to the Internet if the computer is not already connected.
    2. Open Device Manager by clicking Start, Run, and enter devmgmt.msc into the open field.
    3. Click the plus sign (+) next to Other Devices.
    4. If there are any references to USB, such as USB Host Controller, right-click the name and select Update Driver Software. Follow the information in the screens that open to download and install any available updates.
      The name in other devices should be removed and added to the proper category (Universal Serial BUS Controllers).
    5. Test the USB device again. If the message appears, continue using these steps. If the message no longer opens, you are done.
    6. If there are no more references to USB in the other devices category, click the plus sign (+) next to Universal Serial Bus Controllers.
    7. Right-click the name of one of the Universal Host controllers and select Update Driver software.
    8. If any downloads were installed, test the USB device to see if the message continue to appear.

USB devices stop working unexpectedly in Windows XP

If you have a USB device attached to the computer that works, but quits working for no apparent reason, please refer to the following HP support article to resolve the problem: USB Devices Quit Working Unexpectedly in Windows XP .

USB devices are detected by the computer but are not working properly

Perform the following steps to troubleshoot the USB port when a USB device is not working properly:
  1. Unplug all USB devices connected to the computer. This includes thumb drives, printers, and video cameras. If you are using a USB mouse and keyboard, temporarily use PS/2 devices if available, otherwise leave them connected.
  2. In Windows XP, click Start, right-click My Computer, and select Properties.
    In Windows 98 and Me, right-click the My Computer icon on the Windows desktop, and select Properties.
  3. In Windows XP, click the Hardware tab and then Device Manager.
    In Windows 98 and ME, click the Device Manager tab.
  4. Click the (+) plus sign next to the Universal Serial Bus.
  5. Select USB Root Hub, and then click Remove. Continue until all USB Root Hubs are removed.
  6. Close DeviceManager and restart the PC.
  7. If the USB device that is having problems came with software and it was not previously installed, install the software now following the manufacturer provided instructions.
  8. Reconnect the USB device that was having problems and test it to see if it works.
    The device should now work properly. If problems persist, continue using these steps.
  9. Right-click the My Computer icon and select Properties.
  10. In Windows XP, click the Hardware tab and then Device Manager.
    In Windows 98 and ME, click the Device Manager tab.
  11. Open Universal Serial Bus Controllers by clicking the plus sign (+).
    One of the following four conditions are displayed:
    • Unknown Device - If the device displays as an unknown device, check the following items:
      • If the USB device is connected to a USB port on a keyboard or hub, unplug it and plug it into a USB port on the computer.
      • The device may not be getting enough power. If other USB devices are connected to the system, remove all other USB devices (except keyboard and mouse) and try a different available USB port. If this solves the issue, use a powered USB hub to power more devices.
    • Other Device - If the device displays under Other Devices the USB ports are working but the device software drivers need to be installed. Unplug the USB device and install the software drivers.
    • Device Name Displays - If the name of the device is shown, the USB port is working properly. There is a physical problem with the device or there is an issue with the device software drivers. Try disconnecting the USB device, uninstalling the device's software (if any), and then reinstalling the software. Restart the PC and try connecting again. Refer to the manufacturer of the USB device for more information.
    • Device Not Listed - If the device is not listed at all, continue to the next section; USB device not detected by the system.
  12. Still not working? Disconnect the USB device and use Microsoft System Restore to go back to a date when the device was working properly. Do NOT plug the USB device in again until the system is idle (no other major software programs, like virus scanners or Video players, are open).

The front USB ports do not work

If your computer came with USB ports on the front of the computer and they do not work, a cable inside the computer may have become unplugged. First though, make sure that the USB ports at the rear of the computer work by plugging in a USB device into the rear port. If the device is not recognized in the rear port, then use the other sections in this document to resolve the problem. Use the following steps to see if the front USB ports have become disconnected from the motherboard:
CAUTION:This product contains components that can be damaged by electrostatic discharge (ESD). To reduce the chance of ESD damage, work over a noncarpeted floor, use a static dissipative work surface (such as a conductive foam pad), and wear an ESD wrist strap connected to a grounded surface.
  1. Turn off the computer, unplug the power cable, and position the computer so that you can easily work on it. If necessary unplug cables and move it to table over a non-carpeted floor.
  2. Remove the side panel. If needed, you can find instructions that specifically match your computer by searching HP Customer Care (at the top of this page) using the PC model number and the terms "opening the case".
    Figure 1: Removal of side panel (your PC may look different but is similar)
     Image of the side panel being removed.
  3. Look inside the computer. Wires coming from the USB PCA board at the front of the computer are routed to a set of USB pins on the motherboard. Check to see if this connection is secure. If the wires are not connected or are partially connected, secure the wires to the proper USB connection on the motherboard.
    To find where the USB connector is located on the motherboard, look for 5 pairs of pins with a label that starts with USB, JUSB, FRONT_USB, or F_USB. If your motherboard has two sets of pins, F_USB1 and F_USB2 for example, use the lower number first. You can also refer to the motherboard specification that matches your specific model of computer. Find the motherboard specification from the Product Information category of your PC's HP Customer Care Support and troubleshooting Web page.
    Figure 2: An example of front USB wires connecting to the motherboard
     USB connection on motherboard
  4. After the Front USB wires are securely connected, replace the side panel.
  5. Plug in the power cable (and the mouse and keyboard if they were disconnected).
  6. Make sure that there are no devices or cables connected to the front USB ports.
  7. Turn on the computer and wait for Windows to find the new hardware.
  8. You can use the front ports after Windows has installed drivers for the USB ports.

Error: Activation failure of BIOS USB

Enable Legacy USB Support in the Basic Input/Output System (BIOS) by using the steps listed in Important information about Legacy USB Support .
NOTE:If the steps in this document failed to resolve your issue, the USB port may have failed. If your PC was purchased after 2001, it probably contains a software program called PC Doctor or HP Hardware Diagnostics. Use one of these software products to help verify the failure before calling support or repairing the computer. For more information, see the HP support document Using PC Doctor (Windows XP) . If you receive an error code after running a test, you need to Contact HP (in English) for further assistance. Write the error code number down to provide it to a support agent.
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