USB Problems

LaTech · Posted: Thu, 12 Jan 2006 16:28:42 Post Subject: USB Problems

Ok...This is a lengthy problem, so please bear with me...

So, a call came in the other day that Art (not Linkletter) was having a problem with his keyboard. He came back to his desk and the keyboard wouldn't work anymore. Someone went there, verified that the keyboard wouldn't work and changed it out for a new keyboard.

A couple days later, he called in again saying his keyboard wasn't working again. I went over there and verified that it wasn't working again. I unplugged the keyboard (USB) and plugged it back in. That "fixed" the problem. The keyboard worked again. I said in my ticket that if it happened again that we might want to replace his computer because of bad USB connectors in his present computer.

A couple days later, he called back up with the same problem. I went over there and switched out his computer for a brand new computer on which everything worked. I hooked up everything and it all worked fine. I installed his printer (USB), Keyboard (USB) and mouse (USB)...all of which worked fine.

A couple days later, he called again with the same problem. The only thing I could think of was that maybe he had a bad power strip or something. I took a brand new power strip over there and replaced the one he had. Everything seemed to work fine.

The next morning, we got a call with the same problem. I did a lot of research on the internet and found that there are times that agreed with my power idea...but more linking with USB and power than anything. I checked the power save settings, and they were right. So, I decided that maybe removing one of the USB devices might normalize the problem. I hooked the printer up via parallel cable and left it at that.

Two days pass with no calls...I think all is well. Wrong. I was just told that he's having the same problems as before. I just took a UPS over there in the hopes that maybe there was something wrong with his wall power and that it would level out the power.

Please bear in mind...this computer is EXACTLY like 100 other computers that are deployed all over campus...and his is the only one with the problem (his older computer was only 6 months old and there are 100 of those deployed with no problems).

Does anyone have any ideas as to what might be causing this and what else I can try to solve this problem?!

Frustrated...

LaTech

Kilamon · Rated XXX Joined: 22 Mar 2005 Posts: 811

Sounds like maybe the user is doing something to cause it. Does he have a USB flash drive? Ask him what he was doing when the keyboard stopped working.

LaTech · Posted: Thu, 12 Jan 2006 17:43:47 Post Subject:

No USB flash drive. Sometimes, he's doing nothing (not at the computer). Other times, he'll be working on the computer and it will pop up the message about the keyboard (Unknown USB Device). I did some looking and according to what I read, the keyboard is the least important thing to the computer...so if it looses enough power, it will drop it first. The fact that it's USB may mean that when it's dropped, it won't "reconnect". But WHY is that happening? That's what I don't get.

Kilamon · Rated XXX Joined: 22 Mar 2005 Posts: 811

Did you check the event log?

T-shirt · Posted: Thu, 12 Jan 2006 19:27:15 Post Subject: Re: USB Problems

LaTech · Posted: Thu, 12 Jan 2006 20:02:36 Post Subject:

I haven't switched out the mouse yet...and that's something that I can try. As for power, yes to both. I've checked the hibernate settings as well as the root hub settings. The mouse is a laser mouse...so I'll try that tomorrow.