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    #1

    Issue with USB 3 or Win10 or both?

    This problem is not mine, I've basically been trying to give 10,000 mile tech support to a person and I'm just about out of ideas. I'm not a member of any other forum so I'm hoping that someone here might be familiar with this type of issue and be able give me some fresh ideas for him to try or point me to a good place to ask.

    In a nutshell, this person has a USB device. On his desktop running Win10 the device is detected and installs correctly and the software for the device can see it and use it.

    On his laptop (also running Win10) however things are different. Using the Nirsoft USB Device View utility we can see that the USB device is detected and installs correctly (confirmed the utility results with his desktop and with another person using the USB device on Win10); it shows up in device manager and reports no problems but the software for the device can't see it - at all so cannot connect to it.

    I've tried searching for known USB issues for the brand of laptop and have found none. The laptop is a Sager (basically a Clevo clone what I've been told). Unfortunately I don't have the model number.

    There is no difference in the Win10 installs between the desktop and laptop that I know if. The only difference between them that I imagine will be of interest is the desktop has USB 2.0 ports and the laptop only has USB 3.0 ports.

    I'd really like to be able to help this person so has anyone heard of this type of issue before and been able to solve it?

    Thanks...
    Tags: None
    #2
    Re: Issue with USB 3 or Win10 or both?

    Without precising the model number of the Sager in question , it would be difficult to precise the real problem , but , to name some of the possible causes :

    1) A malware preventing the USB device from opening , or maybe it's blocked by the laptop's Antivirus .

    2) This USB isn't compatible with USB 3.0 .

    3) USB drivers on the laptop are not the right drivers for this model .

    Comment

      #3
      Re: Issue with USB 3 or Win10 or both?

      Did you try putting a USB 2.0 hub between the device and the laptop?

      Comment

        #4
        Re: Issue with USB 3 or Win10 or both?

        most windows usb3 drivers are shit, they spent most of the time making them work on usb3 mode but if you connect a usb2 device you can get reliability issues.

        Comment

          #5
          Re: Issue with USB 3 or Win10 or both?

          What is the USB device involved?

          Comment

            #6
            Re: Issue with USB 3 or Win10 or both?

            Originally posted by jiroy View Post
            Without precising the model number of the Sager in question , it would be difficult to precise the real problem , but , to name some of the possible causes :

            1) A malware preventing the USB device from opening , or maybe it's blocked by the laptop's Antivirus .
            No malware as far as we know. Antivirus was disabled and still the same issue.

            2) This USB isn't compatible with USB 3.0 .
            The device is detected and installed by Win10 and shows no errors in device manager but the software that uses the device cannot see it. Does this mean the device might still might not be compatible with USB 3?

            3) USB drivers on the laptop are not the right drivers for this model .
            I've asked him to check whether the chipset drivers are up to date. No response on that one but I don't think he has issues with any other USB devices on the laptop.


            Originally posted by Uniballer View Post
            Did you try putting a USB 2.0 hub between the device and the laptop?
            I think I have mentioned that to him but will mention it again in case. I will have to try that actually, I have the same device and from memory either the device (or the software that uses it) didn't like it being on a hub.

            Originally posted by yuhong View Post
            What is the USB device involved?
            Basically it's a radio transmitter and receiver. The software and USB device form a PC emulator for an actual physical controller (so you don't have to buy the actual controller which is much more expensive).

            Comment

              #7
              Re: Issue with USB 3 or Win10 or both?

              Originally posted by ml2 View Post
              No malware as far as we know. Antivirus was disabled and still the same issue.



              The device is detected and installed by Win10 and shows no errors in device manager but the software that uses the device cannot see it. Does this mean the device might still might not be compatible with USB 3?



              I've asked him to check whether the chipset drivers are up to date. No response on that one but I don't think he has issues with any other USB devices on the laptop.



              I think I have mentioned that to him but will mention it again in case. I will have to try that actually, I have the same device and from memory either the device (or the software that uses it) didn't like it being on a hub.



              Basically it's a radio transmitter and receiver. The software and USB device form a PC emulator for an actual physical controller (so you don't have to buy the actual controller which is much more expensive).
              If we disregard the possibility of an incompatible USB driver on Laptop (On Windows 10 , some updates include updating the existing or non existing ones , to be Microsoft Certified , and this can create a difficult choice between the Certified drivers of Microsoft vs the ones released by the Laptop Manufacturers or the third party concerned , Amd USB drivers or Intel USB drivers and so on . That is truly creating serious problems as some very new Laptops end up with non certified w10 drivers or Wirelesses weakening in range or USB issues. Probably Microsoft will fix em , probably not .)

              Then , What is obvious till now , the only difference between the Desktop and Laptop is the lack of USB 2.0 in the Laptop . It could be the software isn't acting well regarding the USB 3.0 . And then you'll have to check for an updated version from Nirsoft .

              Comment

                #8
                Re: Issue with USB 3 or Win10 or both?

                Originally posted by ml2 View Post
                The device is detected and installed by Win10 and shows no errors in device manager but the software that uses the device cannot see it. Does this mean the device might still might not be compatible with USB 3?
                it could be a bug in the software like jiroy said. the software is only written/programmed to scan ONLY the usb2 ports for the device. the program doesnt recognise what usb3 ports are, so it doesnt scan them for the device. that might explain why it shows up and is detected by windows but the software cant see it or use it.

                Comment

                  #9
                  Re: Issue with USB 3 or Win10 or both?

                  I had wondered about a bug in the software (the Nirsoft utility works perfectly, the software that uses the device has the issue).

                  I've done some research on how the software detects the USB device but with my limited programming experience there's not much I can tell if it's right for USB 3 detection of not. I've included the flow of calls the best I can below if that helps anyone identify a software issue for USB 3.

                  Software flow of calls to get and enumerate the USB device:

                  Hid.HidD_GetHidGuid

                  Setupapi.SetupDiGetClassDevsW

                  *** Loop through devices ***
                  Setupapi.SetupDiEnumDeviceInterfaces

                  Setupapi.SetupDiEnumDeviceInterfaceDetailW

                  Kernel32.CreateFile

                  Hid.HidD_GetAttributes

                  Setupapi.SetupDiDestroyDeviceInfoList

                  *** Loop ends somewhere before here ***

                  *** These will be called if the device was detected ***
                  Hid.HidD_GetPreparsedData

                  Hid.HidP_GetCaps

                  Hid.HidD_FreePreparsedData

                  .

                  Comment

                    #10
                    Re: Issue with USB 3 or Win10 or both?

                    you need model or part number of lop top to find best driver for usb3 device.
                    Also you can update bios too.

                    Comment

                      #11
                      Re: Issue with USB 3 or Win10 or both?

                      Look up USB EtW traces:
                      https://blogs.msdn.microsoft.com/usb...-in-windows-8/

                      Comment

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