Is there a fix for the "Unknown USB device"

[the_soupdragon]

This is the second time this has happened to me in about 4 months.
Suddenly my TIR v1 device stopped working. I uninstalled drivers etc but now all I get is the Windows unknown USB device problem.
Last time I had this happen the only way to cure it was a format and reinstallation of windows which I find totally unacceptable.
Now some months later I find there is still no word about how to fix this problem.
I know I am most certainly not alone in having this problem, so a fix should really be found by you.
I will most certailnly not ber reinstalling windows to get this working so I would like to know if NP will try to fix this really annoying bug.

SD

[rodom]

Email support@naturalpoint.com with your setupapi.log file and we will assist in your matter as soon as possible.

[ray]

I am having the same trouble as well since getting a new computer with XP.

On loading the program it should get to a stage where it says connect the device .
This does not come up.

Is there any sort of patch for this as I have tried always to get this working ,reloaded the program , plugged and unplugged the sensor for hours and still cannot get it to work !

And where would I find my setupapi.log file so that I could email it to you please.

also how do I find my serial # ?



Thanks ray.

[VincentG]

Please send the following information to my email address.

What is the Serial # of the device?
It should be located on the end of the cable, near the USB plug, or on the underside of the device.

Could you send us a copy of the Setupapi.log file?
It should be located in the C:\Windows folder

Have you tried the device on another system?

Are you plugging in directly to the system, or are you using a hub?

Have you tried isolating the device on the USB ports?

Could you attach a screen shot of your device manager, and tracking screen?

To make Print Screen work, you must save an image of what's displayed on-screen to the clipboard and then paste it into a document where it can be printed.

Windows Help: Print Screen

To do this, follow this procedure:

1. Maximize the window you'd like to capture.
2. To copy/capture the current window, hold down ALT + Print Scrn at the same time. To capture the entire screen, just press Print Scrn alone.
3. Open a new document in MS Paint, MS Word, MS Photo Editor, or Adobe PhotoShop.
4. Paste the screen shot by holding down CTRL and V at the same time.
5. Save the document as a .JPG or .JPEG file and send it in.

Have you tried turn off any kind of power save feature for your USB ports?

In the "Device Manager" you can right click the "USB Hub"(s) that show and turn off the power saving feature that turn those ports off when idle. Sometimes that has an impact on the connectivity of the devices.

[ray]

Thanks for the reply Vincent.

As I am computer illiterate it will take me some time to get the info, as soon as I can sort out your questions I will drop you an email.

Thanks again Ray.

[VincentG]

No issues.

[ray]

hi Vincent

Tried sending the info to you but I keep getting this come up

The message could not be sent because one of the recipients was rejected by the server. The rejected e-mail address was 'mailto:Support@NaturalPoint.com'. Subject 'rays info for vincent', Account: 'pop.tiscali.co.uk', Server: 'smtp.tiscali.co.uk', Protocol: SMTP, Server Response: '501 <mailto:Support@NaturalPoint.com>: "@" or "." expected after "mailto"', Port: 25, Secure(SSL): No, Server Error: 501, Error Number: 0x800CCC79


What now ???? very puzzled

[VincentG]

It's coming through just fine...........

[ray]

Jolly good , thats a relief, look forward to hearing from you.

Ray

[VincentG]