PrintIntroduction
This document outlines some of the known incompatibilities between HP Scanjet scanners and other devices.
Specific computer models
Reference the following sections for information about issues and solutions with some specific makes and models of laptops and computer systems using the USB connection with HP scanners.
Toshiba laptops
Symptom
The scanner will not initialize.
Cause
The first Toshiba laptops that shipped with USB ports used an NEC USB Host Controller HW Rev 000 and 001. Some older systems ship with a USB OHCI host controller from NEC that has known issues with high-bandwidth devices.
You may experience issues with this host controller when using high-bandwidth USB devices such as scanners, printers, and modems. Toshiba now uses Revision 002 and later versions, which do work correctly.
The following Toshiba laptops have this known issue:
- Satellite 220, 300,310
- Satellite Pro 440, 460, 470, 480
- Portege 300
- Tecra 520, 530, 540, 550, 750 CDT
Solution
The only known solution for this issue with Toshiba laptops is to purchase a USB PCMCIA card.
IBM 300GL or IBM 300PL computers
Symptom
The scanner may exhibit one or more of the following symptoms:
- A "scanner not found" error message
- A "scanner not initialized" error message
- The scanner scans the top half of the page correctly but scans the bottom half in blocks that are the wrong size and may be green or purple.
Cause
USB ports on 300GL/PL computer systems may experience a communication problem. Specific combinations of universal serial bus (USB) controllers and USB device drivers may result in the USB device being able to send, but not receive any data.
(Double-buffering is not a hardware feature; nor is it stipulated in the USB 1.x and 2.x specifications. It is a software technique that failed to improve data throughput, and was therefore abandoned. The feature is undocumented, and unsupported by Microsoft. Attempted use of this feature may expose data latency issues in device driver IRP processing.)
Solution
If the driver for the USB device attempts to use double buffering mode, the device will be unable to receive data. This mode is not included in the PCI specification and therefore is not implemented on these systems.
Any device driver for a USB device connected to these systems should not use this mode. Contact the manufacture of the USB device to determine if the driver uses this undocumented and unsupported function.
Microsoft (
http://www.microsoft.com/
) (in English) is aware of this issue and has released Knowledge Base article Q281946 to address it.
E-Machine model 336e
Symptom
The HP Scanjet scanner does not initialize or start.
Cause
The cause of this issue is unknown.
Solution
This issue has been resolved by replacing the e-Machine model 336e with model 336i.
Quantex computer
Symptom
The HP Scanjet scanner does not initialize or start, or a scanner not found error message is displayed. Everything is installed correctly and the scanner displayss in Device Manager.
Cause
The USB is not fully enabled in the Basic Input/Output System (BIOS).
Solution
Enter the BIOS Setup, and then go to the Advanced Chipset
. Under the Enable the USB port entry, select Passive Release
.
If you do not know how to do this, or are uncomfortable with these steps, contact the computer vendor or manufacturer for assistance.
CAUTION: Do not change any other settings in the BIOS, as doing so could cause other computer hardware not to work.
Dell Latitude and Inspiron laptop
Dell has stated in Dell knowledge base document FA1021802, that a USB device such as a scanner or printer may not be detected or function correctly when connected to the USB port of a Dell Latitude or Inspiron computer system. This might be an issue with other models as well.
Symptom
Various communication errors may occur, including initialization and scanner not found.
Cause
USB devices normally obtain some power from the USB ports of the computer system. Some Dell computers do not provide enough voltage from the USB ports to power some USB devices.
Solution
If any USB device is not found or communications problems exist, then Dell recommends purchasing a powered USB hub to provide the USB devices with enough power to operate correctly. Using an available USB port from a USB keyboard can worsen this problem.
Dell Dimension Desktop computers
Symptom
Unexpected internal errors occur when scanning.
Solution
NEC NX series computer
Symptom
An HP Scanjet scanner gives a scanner not responding error message on a NEC NX series computer.
Cause
The NEC NX series machines come equipped with a Legacy mode USB BIOS that allows the USB keyboard to work in real-mode. This causes conflicts when the computer resumes operation after being in the suspended mode.
Solution
Unplug the scanner power cord, wait 30 seconds, and reattach it. This will reinitialize the scanner drivers.
Hitachi Visionbook Plus 4000 series
Symptom
An HP Scanjet scanner gives a scanner not responding error message on a Hitachi Visionbook Plus 4000 series laptop computer.
Cause
USB is disabled on these machines due to power problems with the laptop. The laptop does not properly support high-powered bus-powered devices.
Solution
Use a small computer system interface (SCSI) or parallel interface to connect the scanner to the computer system.
NOTE: This document only applies to HP Scanjet scanners using the USB interface. Please remember to try the HP Scanjet scanner on an interface other than USB, such as parallel or SCSI, where it applies. The above information was referenced from the following Web sites:
http://www.microsoft.com/
(in English)
http://www.dell.com/
(in English)
http://www.usbman.com/
(in English)
Multiple USB issues including the use of hubs
Under most circumstances, using a USB hub is not recommended. When switching USB ports, shut down the computer system before disconnecting the HP Scanjet scanner.
NVIDIA nForce chipsets
Symptom
The HP Director application will stop responding when a scan is attempted if the HP Scanjet 3500c series scanner is attached to a computer system with an NVIDIA nForce chipset.
Cause
A USB signal-integrity problem causes the scanner to fail. Other USB devices are not affected. The issue is dependent on an NVIDIA nForce chipset, a USB cable, and an HP Scanjet 3500c series scanner combination and does not happen 100 percent of the time.
Solution
Attach the HP Scanjet 3500c series scanner to a powered USB hub that is connected to the computer system.
Use the instructions below to determine if the computer system in use has an NVIDIA nForce chipset installed.
- Open the System Properties window:
- In Windows XP, click Start , right-click My Computer , and then click Properties . The System Properties box will open.
- In Windows 98, Me, and 2000, right-click My Computer , and then click Properties . The System Properties box will open.
- Click the Hardware tab, and then click Device Manager . The Device Manager will open.
- Click the Plus(+) next to System Devices to expand the category.
- In the System Devices category, look for multiple entries beginning with NVIDIA nForce. If there are entries that begin with NVIDIA nForce, then the computer system is using that chipset.
Digital Research technology
Symptom
The HP Scanjet scanner will not respond or scan multiple times when attached to the Digital Research Technology hub.
Solution
Attach the HP Scanjet scanner directly to the USB port on the computer system.
Belkin USB hub
Symptom
The HP Scanjet scanner does not respond when connected to Belkin USB hub.
Cause
- The power adapter does not supply enough power for the hub to be able to support four full bus-powered devices.
- The hub always reports itself as a self-powered device, even when being used as a bus-powered device.
Solution
By using the power adapter, the hub will not report to itself as a self-powered device. If there are four devices plugged into the hub, there may be intermittent problems.
CATC USB bus-powered hub
Symptom
The HP Scanjet scanner does not respond when connected to CATC USB bus-powered hub.
Cause
A hub sometimes fails with a low-speed device, such as a keyboard, mouse, or joystick.
Solution
Use only self-powered devices.
Unixtar USB hub
Symptom
The HP Scanjet scanner does not respond when connected to a Unixtar USB hub.
Cause
The hub always reports itself as a self-powered device, even when being used as a bus-powered device.
Solution
Always use the hub power adapter.
USB keyboard with hub
Symptom
An HP Scanjet scanner is not responding on a computer that also has a USB keyboard with a hub.
Cause
The hub on the Samsung USB keyboard sometimes enumerates itself incorrectly as a self-powered device. This causes performance issues with the hub portion of the keyboard.
Solution
There is no workaround. Use low-powered USB devices such as a mouse, gaming devices, or self-powered devices with this keyboard.
Rev 04 CMD USB
Symptom
After upgrading the computer system and having a PCI add-in USB host controller from CMD, the following string may display in Device Manager: Rev 04 CMD USB controller not supported by Microsoft
.
Solution
Microsoft does not support this device. Contact CMD about getting a filter driver that should enable the machine to work.
NOTE: One or more of the URL’s above will take you outside of the Hewlett-Packard Web site. HP does not control and is not responsible for information outside of the HP Web site.
