USB device not connecting

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Technofreak

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#215465 28-Jun-2017 19:14

I have a device which collects data which is then downloaded onto a computer using OEM software via a USB connection.

I have installed the OEM software successfully. When I plug in the device to my laptop for the first time it installs the drivers. However the device will not talk to the software. I can see the device in Control Panel when it's plugged in.

I installed the same version of the OEM software (using the same zip file I used on my laptop) onto a Notebook and connected to the device successfully.

Both computers are running Windows 7, one Starter Edition and the other Home Premium. It's the Starter Edition one that works. Unfortunately the OEM software doesn't scale to the screen size so some of the window isn't viewable on the smaller screen on the Notebook, and the screen resolution is at the maximum so I'm unable to find a way to see the whole window.

I'm suspicious the problem may be related to an earlier unsuccessful attempt to set the device up on my laptop. I think there may be a corrupted file in the OEM software I loaded initially. Even though I'm doing an uninstall and a reinstall I don't think it's doing a fresh reinstall, but instead reusing the old files.

Does anyone have any ideas on what my problem might be?

How can I be sure I've done a completely fresh reinstall?

Thanks.

Sony Xperia XA2 running Sailfish OS. https://sailfishos.org The true independent open source mobile OS
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#1808463 28-Jun-2017 19:35

You could try to uninstall the software through a program like ccleaner or malwarehunter. Followed by a registry clean via the same program.

Do a full shutdown & restart & clean the registry once again. Also check that the destination folder has been removed & if not delete it.

That should clear out specific files left behind by that software. Then do a fresh installation of the software.

This may help & it's worth a short before looking for corrupted windows files. Best of luck.

Technofreak

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#1808478 28-Jun-2017 19:59

Thanks

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lNomNoml

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#1808482 28-Jun-2017 20:04

Use Revo Uninstaller, after uninstalling the program reboot,reinstall the software again using admin rights. if it still doesn't work try disabling UAC or running as admin

gzt

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#1808523 28-Jun-2017 21:42

No idea. Try uninstall the driver from device manager then restart the machine and provide drivers if prompted. It's probably not that easy.

solutionz

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#1808531 28-Jun-2017 22:29

Device is probably a USB virtual serial adapter which has been automatically assigned a COM port different to what the software was expecting by default.

Have a look in device manager as to what shows up when it's connected; and if a COM port then right click > properties to change to required (probably COM 1).

Technofreak

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#1808532 28-Jun-2017 22:32

Done an uninstall with Revo and uninstalled the drivers. Fresh install still no go. This is the second device after the first one wouldn't work, same or similar problem on my laptop and a desktop I'd tried previously.

I've just tried the desktop and it work right away. The OEM app was still installed, from last time as were the drivers. At least that confirms the problem with the other device. So far this time I've got it working on two computers BUT not on the one I want it on. :(

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Technofreak

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#1808547 28-Jun-2017 23:09

It's as if there's something blocking the connection between the device and the app.

From a fresh install you need to plug the device into the computer before you can proceed past a certain point of the app set up. Plugging the device in allows you to proceed, so I assume the app has seen it but once the app has completed the start up the connection icon in the app doesn't show the device is connected.

Any time you try to download from the device or change it's settings a window pops up telling you to connect the device, even though it is plugged in and the USB connection icon shows on the device.

I've come to the conclusion the problem is something installed or some setting on my laptop.

I've tried admin, well I am the admin any way and I've disabled UAC. I've tried with the Anti Virus off.

Any ideas on what type of programme or setting might block the connection.

Edit: Just tried a 4th computer and it worked first time. It has to be something on my laptop. Grrrrr

Sony Xperia XA2 running Sailfish OS. https://sailfishos.org The true independent open source mobile OS
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Rickles

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#1809914 30-Jun-2017 23:24

Maybe go to Devices/USB/Power Management, and untick "Allow computer to turn off this device ..."

Possibly the laptop is conserving power and doesn't see the device as a 'real' USB item?

Technofreak

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#1810287 1-Jul-2017 22:55

lNomNoml:

Use Revo Uninstaller, after uninstalling the program reboot,reinstall the software again using admin rights. if it still doesn't work try disabling UAC or running as admin

Did this, without success.

Sony Xperia XA2 running Sailfish OS. https://sailfishos.org The true independent open source mobile OS
Samsung Galaxy Tab S6
Dell Inspiron 14z i5

Technofreak

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#1810288 1-Jul-2017 22:57

solutionz: Device is probably a USB virtual serial adapter which has been automatically assigned a COM port different to what the software was expecting by default.

Have a look in device manager as to what shows up when it's connected; and if a COM port then right click > properties to change to required (probably COM 1).

Not showing as a Com port. Can see it in Device manager though.

Sony Xperia XA2 running Sailfish OS. https://sailfishos.org The true independent open source mobile OS
Samsung Galaxy Tab S6
Dell Inspiron 14z i5

Technofreak

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#1810289 1-Jul-2017 22:58

gzt: No idea. Try uninstall the driver from device manager then restart the machine and provide drivers if prompted. It's probably not that easy.

Uninstalled and reinstalled without success.

Sony Xperia XA2 running Sailfish OS. https://sailfishos.org The true independent open source mobile OS
Samsung Galaxy Tab S6
Dell Inspiron 14z i5

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Technofreak

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#1810290 1-Jul-2017 22:59

Rickles:

Maybe go to Devices/USB/Power Management, and untick "Allow computer to turn off this device ..."

Possibly the laptop is conserving power and doesn't see the device as a 'real' USB item?

Did this, without success.

Sony Xperia XA2 running Sailfish OS. https://sailfishos.org The true independent open source mobile OS
Samsung Galaxy Tab S6
Dell Inspiron 14z i5

Technofreak

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#1810291 1-Jul-2017 23:10

I've been through and uninstalled anything I can think of that may be causing a problem. Things like Android ADB drivers etc and apps that use a USB connection.

I'm fast running out of ideas. I've compared various settings side by side with a computer that runs the app OK.

The really weird thing is as I have already mentioned is the app recognises the device on the initialisation phase of the app. There is a verification process the very first time you run the app after installing it. You cannot proceed past that point till you plug the device in. However from that point on the app doesn't recognise the device as being connected even though the device shows up in the "Devices and Printers" window and the device shows it is connected by USB.

Any more ideas out there?

Sony Xperia XA2 running Sailfish OS. https://sailfishos.org The true independent open source mobile OS
Samsung Galaxy Tab S6
Dell Inspiron 14z i5

gzt

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#1810297 2-Jul-2017 00:31

Get the driver inf name from device manager. Uninstall the device. Then use pnputil to remove the inf from the system. Reboot. reinstall. I forget the exact command line it's in the /? for pnputil very simple one option like -r for remove or similar. Also a list option first.

Technofreak

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#1817501 9-Jul-2017 21:35

I haven't had time for a few days to delve back in to this.

The way I read it pnputil is only good for drivers not part of the Windows install. Is that correct?

From the Microsoft site:

PnPUtil (PnPUtil.exe) is a command line tool that lets an administrator perform the following actions on driver packages:

Adds a driver package to the driver store.

Deletes a driver package from the driver store.

Enumerates the driver packages that are currently in the driver store. Only driver packages that are not in-box packages are listed. An in-boxdriver package is one which is included in the default installation of Windows or its service

The driver being used is a Windows driver 6.1.7601.18199 (win7sp1_gdr.13072-1534) dated 21/6/2006.

The other driver info is the location which is

C:\windows\system32\drivers\hidclass.sys

C:\windows\system32\drivers\hidparse.sys

C:\windows\system32\drivers\hidusb.sys

Could one of these files be corrupted?

Can I delete these and copy and paste the same files from another Win 7 computer, or, if I use pnputil will they be deleted and then automatically reinstalled when needed?

Sony Xperia XA2 running Sailfish OS. https://sailfishos.org The true independent open source mobile OS
Samsung Galaxy Tab S6
Dell Inspiron 14z i5

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