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Old 04-24-2010, 01:24 AM   #1
chiachao
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Pocket Pro: USB device not recognized

I got a brand new Pocket Pro this week. When I plug in the USB cable, my Windows Vista PC says "USB device not recognized". I tried another USB port, then another Windows Vista PC, and none worked.

Is this faulty device and I should return it? Or is there some simple trick I can use to fix?
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Old 04-24-2010, 02:50 AM   #2
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Try connecting using another USB cable (rare but could be a faulty cable).

http://www.mobileread.com/forums/sho...d.php?p=841910 might be of some help. It initially asks the question about Linux but does offer some good tips about USB ports and cables.

http://www.mobileread.com/forums/showthread.php?t=66098 might offer some more tips with Vista. There has been some discussion with the PEZ and computers using the Intel chipset, do you know if you are running an Intel chipset on your computer?
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Old 04-24-2010, 11:19 AM   #3
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Quote:
Originally Posted by chiachao View Post
I got a brand new Pocket Pro this week. When I plug in the USB cable, my Windows Vista PC says "USB device not recognized". I tried another USB port, then another Windows Vista PC, and none worked.

Is this faulty device and I should return it? Or is there some simple trick I can use to fix?
Welcome

Charge your PEz for 12 hours continuously, using the Wall charger supplied.
(You can read, familiarize yourself with the menus and features, while charging)

Solicitous provided links that discussed similar USB problems, causes and work arounds.


Read carefully, the part about Intel 82801 chips. <<---
Try them if Intel USB in your computers.

http://www.mobileread.com/forums/sho...7&postcount=18 added Linux into the mix, making the [I]Intel-PEz problem[/I ] a marginal compatibility issue. If it was not Marginal, there would be a high percentage of users with this problem

This thread also brought to light that there may be interactions with other attached USB (storage) devices. Try and limit your connections to Just Mouse and Keyboard for basic tests.
If all the above fails, Call Astak support Monday (be patient, I believe a goodly portion of the staff is at a trade show getting more business )
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Old 04-24-2010, 12:08 PM   #4
chiachao
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Thanks for the pointers to the related threads.

I also tried on a XP PC, using multiple ports, with only USB Mouse attached (no other USB devices).

And I disabled the Intel USB2 in the Device Manager.

No luck so far.
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Old 04-24-2010, 12:13 PM   #5
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Did you COLD BOOT your PC after changing (disable) the setting?

I found that once the port went into fault (yellow mark in the Device manager)
I would also delete the Faulted item (with the PEz disconnected).

Only a reboot would enable the device again after a fault
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Old 04-24-2010, 09:29 PM   #6
chiachao
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I disabled the USB2 from Device Manager, did a cold reboot, inserted USB cable to PC, inserted USB cable to PP.

Still "USB device not recognized" on all four USB
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Old 04-24-2010, 11:17 PM   #7
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You may have a bad one.
My first PEz required upwards pressure to even be seen by the computer, then it failed the USB2 thing. I got a replacement before I figured out the disable trick.
No yellow icons in the USB section of the device manager? Right?
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Old 04-27-2010, 11:52 PM   #8
chiachao
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I reported the problem to the astak support through email. Hopefully they will take care of this for me promptly.
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Old 04-28-2010, 09:17 PM   #9
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We want to help!!

Quote:
Originally Posted by chiachao View Post
I reported the problem to the astak support through email. Hopefully they will take care of this for me promptly.
Dear chiachao:

I am almost positive you did not get a bad Pocket PRO. The computer just is not recognizing it yet. It will. I really think this is frustrating but a minor thing.

PLEASE send me a Private Message (look in the column to the left of the messages) and include your email address and full name. Let us walk you through it. I am with Astak and we are here to help!!

Without your real name I cannot find you in our system.
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Old 04-30-2010, 02:42 PM   #10
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Bad USB connector, great customer service

Since I am local to Astak, Robert invited me to take the PP over to the Astak office.

When I got there, Robert and Ruby figured out in 5 minutes that there is one metal pin missing in my PP's USB connector. So they exchanged another PP on the spot.

I am happy to report, the new PP can be recognized by my PC without any problem.

My hats off to Robert and Ruby for providing such a pleasant experience.
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Old 04-30-2010, 07:36 PM   #11
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The pleasure was ours!!

Quote:
Originally Posted by chiachao View Post
Since I am local to Astak, Robert invited me to take the PP over to the Astak office.

When I got there, Robert and Ruby figured out in 5 minutes that there is one metal pin missing in my PP's USB connector. So they exchanged another PP on the spot.

I am happy to report, the new PP can be recognized by my PC without any problem.

My hats off to Robert and Ruby for providing such a pleasant experience.
Dear Chia:

It was a pleasure meeting you and you are always welcome here. Ruby and I are overjoyed to get you up and reading!!
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Old 05-04-2010, 09:13 PM   #12
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Wow, nice! They really do have a great support team
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