Questions

USB causes system to crash

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0 Votes
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USB causes system to crash

a_godden
Hello, I'm hoping someone here can help me. When I connect any usb devices to my HP Pavillion laptop (dv8000) it causes the system to freeze. I can reboot the system but if there are any usb devices attached at boot up the system crashes while windows is loading.

This problem started about 3 weeks ago, after an unexplained complete system crash. The usb ports were working correctly for a day or two after I reinstalled windows xp and then they stopped.

I have check the drives and updated the bios windows, hp and device drives. The windows device manager claims the ports are working normally - of course there are no devices attached when I run these checks. I have also tried uninstalling and reinstalling the all the USB related controllers.

Can anyone suggest a solution to this problem? I don't use my USB ports everyday but I do need them.

Thanks so much for your help.

Amy
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    L-Mo

    Does this happen in safe mode? No particular reason except I like to use it to help me determine if my problems relate to software or hardware.

    Have you installed the latest drivers for the machine? You may want to try an earlier driver version.

    Good luck :)

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    a_godden

    I tried to boot the system in safe mode as you've suggested, but it froze at windows/system/mup.sys file. This is the same place that it crashed at before I had to reinstall the os 3 weeks ago. The usb ports weren't a problem (that I noticed) until about 3 days after the reboot. I wonder if these problems are related?

    Do you have any recommendations?

    Thanks
    Amy

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    rbtechguy

    Can you access the recovery console from the cd and copy and replace mup.sys?

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    a_godden

    I have the recovery cd, but i'm not sure how to copy and replace the mup.sys file. Could you tell me how to do this?
    Amy

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    a_godden

    If I understand the link and other pages I've been reading the problem doesn't lie with the mup file, but with loading the PnP drivers which follows.

    The system checks indicate that the usb drivers are okay. Could these checks be wrong?

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    rbtechguy

    Installed any new components recently? Keyboard, mouse, etc...

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    a_godden

    In a sense I did, nothing before the system crashed but after I had to reinstall the system. The only hardware (usb) that I used before this problem started was my external hd. I was able to use it for few days (copying over my files) before this problem developped.

    All my external components are usb based, which means I cannot use them now (scanner, ipaq, external hd).

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    0 Votes
    OldER Mycroft

    When you say that the attempt to boot into 'Safe Mode with Networking' froze at "windows/system/mup.sys" what EXACTLY do you mean that it froze.

    How long did you leave it before you decided it had frozen ?

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    0 Votes
    a_godden

    When I attempt to boot in safe mode or regular mode with a usb cable attached the computer freezes at the same point everytime. By freeze I mean that for at least 10 minutes (this was the longest I've left it for) there is no sign of hd activity, the screen doesnt change, when you press buttons on the keyboard nothing happens.

    The computer also freezes (same as above) when I connect a usb cable after windows has booted.

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    OldER Mycroft

    I only ask because over the last 24 hours whenever I've had nothing better to do, I've been reading up around the 'net and there appears to be a connection with some users having the same problem AND InCD installed.

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    a_godden

    I do have an older version of Nero (version 6), which I have been using for about 3 years. But I don't have InCD.

    Thanks for all your help
    Amy

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    rbtechguy

    Did you completely disable USB in the boot options?

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    a_godden

    Sorry but I don't know how to do this, so I haven't tried it. Could you tell me how?

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    rbtechguy

    Most BIOS setups let you select a boot priority option. Depending on your BIOS manufacturer, it will be contained somewhere within the list of available options. The usual order is something like CD, Floppy, HD, etc... Make sure USB isn't an option. Scroll through the options to disable. Restart, see what happens. If it doesn't work you could reenter BIOS and change the setting back?

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    rbtechguy

    Couldn't add to the post above. Re-install system? Was it a clean install or just a repair?

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    a_godden

    I think I had to reistall windows xp (service pack 2 if that makes a difference). I remember trying to repair it but that didn't work and finally I gave up and reinstalled windows (without reformating the hd). Could this cause this kind of problem? I thought the system was fine (after the reinstall) because everything was working if only for the first few days.

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    rbtechguy

    Definitely possible that after the re-install you were able to work for a few days. Did you run any Windows Updates in those few days after the install? Might be a problem with one of the updates that throwing a wrench in the works?

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    a_godden

    Yes, there were updates, and more updates. Windows updates, HP updates, BIOS updates (that one was hp's attempt to solve the problem with no change). If one of these updates caused the problem how would you suggest identifying the problem update? I've never had a problem update before.

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    rbtechguy

    Have you run chkdsk yet? From the recovery console of the recovery cd type chkdsk c: /r
    This will look for any bad portions of your HD and fix them.

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    a_godden

    Hi I checked the bios boot options, this system doesn't support usb. There isn't any mention of usb in the bios.

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    OK!

    rbtechguy

    That helps.....at least it's not something we have to consider now. Input devices? USB keyboard and mouse? Sorry....yet another idea that popped into my head

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    rbtechguy

    All over the board here. Sorry about that. Am a little new to the posting process. Also have you all over the board in terms of repair options. Ideas are coming to me as I do a little research. I think we are smarter than this problem...we can FIX!!

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    0 Votes
    a_godden

    Hi I just wanted to say thank you for all your problem solving ideas. You've been more helpful then HP tech support!

    I did the checkdisk, it did find a bad cluster in file hiberfi.sys - it's now been repaired but the system is still crashing when I connect a usb device. Any new ideas... I'll try pretty much anything.

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    0 Votes

    PROBLEM: USB devices not available because they are mapped to the same drive as a network mapping.

    SOLUTION: Instead of changing the mapped drive letter of your USB hdd, change the drive letter that your CD player uses, then reinsert your USB device. That way any USB device that attaches to your PC will find an available drive letter (Such as d:\ ).

    Please post back if you have anymore problems or questions.

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    0 Votes
    a_godden

    Hi, I'm not sure how to do this, and the problem affects my scanner (which I don't think gets assigned a letter) as well as my external drive. The system crashes when I attach a usb cable to the computer even if nothing is attached to the other end.

    that being said i'll try most anything to fix the problem. Could you tell me how to reassign the drive letters?

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    0 Votes
    rbtechguy

    To remap drive letters:

    Computer Managaement. Could access by MY COMPUTER ICON- right-click
    SELECT Manage: Brings up Computer Management
    SELECT Disc Management
    RIGHT-CLICK CD DRIVE- SELECT Change Drive Letter and Paths

    Not sure this will fix

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    0 Votes
    a_godden

    Is there anyway to determine if this problem is caused by hardware or software? I've been considering, if the problem is software then reformating the harddisk and reinstalling windows (again but maybe cleaner) might resolve the problem. Obviously this is an annoying undertaking and I don't want to do it if the problem might be hardware related (and therefor unaffected by the reformating).

    So any ideas hardware/software or uncertain?

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    0 Votes
    rbtechguy

    I'm beginning to think software issue. I believe the problem occured after the install of an update. Which one......anybody's guess. Possible research some of the installed updates to see which might affect the PnP, or USB functions

    +
    0 Votes

    Go into your "bios" (when you start your laptop press the "F1" key or what ever key relates to your bios)and select "default" boot options, this might help your problem.

    Please post back if you have anymore problems or questions.

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    a_godden

    I haven't changed the bios setting, it's set for default (hd boot). Still crashing, but thanks for the suggestion.

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    Jacky Howe

    into the BIOS and check these settings.


    F10 to enter setup

    go to the Advanced Menu

    and check the settings below if they are Disabled, Enable them.

    Enable/Disable all settings in the SpeedStep
    window. (When Disable is selected, the
    computer runs in Battery Optimized mode.)

    Enable/Disable USB legacy support for a USB
    keyboard, mouse, and hub. When USB legacy
    support is enabled

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    0 Votes
    a_godden

    I went back into the bios and looked at the advanced menu, but there is nothing about usb there or speed step.

    While i was in the bios I did look through all the menus and usb isn't mentioned under any heading. I also did another HD check, all is well on both the master and slave internal drives and both drive pass.

    Thanks for the suggestions i'll have to keep trying.

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    0 Votes
    Jacky Howe

    laptop (dv8000) manual these settings are under the Advanced Menu.

    Is this how you accessed the BIOS

    Accessing Computer Setup
    The information and settings in Computer Setup are accessed
    from the File, Security, Tools, and Advanced menus.

    1. Open Computer Setup by turning on or restarting the
    computer. Press f10 while the F10 = Based Setup message is
    displayed in the lower-left corner of the screen.
    ❏ To change the language, press f2.
    ❏ To view navigation information, press f1.
    ❏ To return to the Computer Setup menu, press esc.
    2. Select the File, Security, Tools, or Advanced menu.
    3. To exit Computer Setup, choose one of the following:
    ❏ To exit without saving any changes, use the arrow keys
    to select File > Ignore changes and exit, and then follow
    the instructions on the screen.
    ❏ To exit and save all the settings you have entered, use the
    arrow keys to select File > Save changes and exit, and
    then follow the instructions on the screen.
    Your preferences are set when you exit Computer Setup and go
    into effect when the computer restarts.

    To view navigation information, press f1
    Use the arrow keys to move around, go to the Advanced Menu and check the settings below if they are Disabled, Enable them.

    Advanced Menu
    Select To Do This
    Language (or press f2) Change the Computer Setup language.
    Boot options ■ Enable/Disable MultiBoot, which sets a startup
    sequence that can include most bootable
    devices and media in the system.
    ■ Set the boot order.
    Device options ■ Swap the functions of the fn key and left ctrl
    key.
    ■ Enable/Disable multiple pointing devices at
    startup. (To set the computer to support only a
    single, usually nonstandard, pointing device at
    startup, select Disable.)
    ■ Enable/Disable USB legacy support for a USB
    keyboard, mouse, and hub. When USB legacy
    support is enabled
    ❐ A USB keyboard, mouse, and hub work
    even when a Windows operating system
    is not loaded.
    ❐ The computer starts from a bootable hard
    drive, diskette drive diskette, or CD,
    CD-RW, or DVD inserted into a drive
    connected by a USB connector to the
    computer or to an optional docking
    device.
    ■ Select a parallel port mode: EPP (Enhanced
    Parallel Port), standard, bidirectional, or ECP
    (Enhanced Capabilities Port).
    ■ Enable/Disable all settings in the SpeedStep
    window. (When Disable is selected, the
    computer runs in Battery Optimized mode.)


    Save changes and exit Save changes entered during the current session.
    Then exit and restart the computer. The changes
    you save are to into effect when the computer
    restarts.

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    a_godden

    I went back into the bios and double checked. BIOS version F.54 doesn't have those options, I have Video Graphics mode (side port), Dedicated video memory (128), Total video memory (128), Language, Boot Order (hd), Accessibility options, Embedded wireless lan (enabled).

    HP told me to update the bios to this version to try and resolve this problem, I'm not sure (and I never thought to check) what the options were before.

    What version of bios are you refering to, and do you think I should try changing the bios?

    Amy

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    Jacky Howe

    still got warranty on the Notebook.

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    a_godden

    I got the computer over two years ago, HP and extended warrentee have both expired. Where I'm living (in Japan) HP laptops are pretty rare so I'm not sure about taking it to a local tech. Do you think this might be a hardware problem?

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    Jacky Howe

    with what you are reporting about your BIOS. I didn't think that a BIOS Update would remove that information. Are you certain that it is the HP Pavilion dv8000 Notebook PC.

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    a_godden

    I have double checked the model number and the bios release. They are correct for this computer.

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    OK

    Jacky Howe

    You say that you did the BIOS update after you reinstalled and it did not change anything. It lasted 3 days after the reinstall before the USB became corrupt.
    Is it a recovery CD that you are using or a Windows CD.

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    a_godden

    Used the factory hp recovery/windows xp (with service pack 2) cd.

    Also, I just reformated the hd and reinstalled windows (again but clean this time)... didn't fix the problem.

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    a_godden

    I've now reformated c, and reinstalled windows but I still cannot connect a usb device. I tried right after reinstalling windows (before connecting to the internet to get updates) but the computer froze the same as before.

    I think this should eliminate software as the cause of the problem? So either the problem is BIOS or hardware right?

    Any guesses? I'm thinking I'm going to have to find a tech to examine the machine.

    Thanks for everything

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    Jacky Howe

    Here is a link to a handy little tool. Save it to the desktop.

    http://www.usbman.com/WebDrivers/Intel%20USB%20System%20Check/USBREADY.EXE

    Using Intel USB System Check
    After the download has completed, browse to the file usbready.exe and double-click it. A Welcome to Intel USB System Check message will appear on the screen.
    Click Yes . The Intel USB System Check program will check the computer system for USB compatibility.

    Computer systems with full USB support
    If the computer system has everything required for USB to function correctly, a ?This system has full USB support? message window will be displayed. This message window has green squares with the word "YES" in them.

    Computer systems without full USB support
    If the computer system does not have everything required for USB to function correctly, a ?This system currently does not have full USB support? message window will be displayed. This message window has red squares with the word "NO" in them.
    Click Details, and then read the following summaries that are displayed:
    System Software Support
    System Hardware Support
    USB Driver Support

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    a_godden

    Hi thanks for the link, I tried it and unfortunately it seems to confirm that the problem must be hardware. The system has full usb support, the hardware has usb support and the driver is operating correctly.

    I guess it's time to see a tech about checking the hardware.

    Thank you so much for all your help. If I can I'll post after I talk to a tech.
    Amy

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    Jacky Howe

    hoping that it may confirm your problem. Sorry for the bad news.

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    L-Mo

    Does this happen in safe mode? No particular reason except I like to use it to help me determine if my problems relate to software or hardware.

    Have you installed the latest drivers for the machine? You may want to try an earlier driver version.

    Good luck :)

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    0 Votes
    a_godden

    I tried to boot the system in safe mode as you've suggested, but it froze at windows/system/mup.sys file. This is the same place that it crashed at before I had to reinstall the os 3 weeks ago. The usb ports weren't a problem (that I noticed) until about 3 days after the reboot. I wonder if these problems are related?

    Do you have any recommendations?

    Thanks
    Amy

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    rbtechguy

    Can you access the recovery console from the cd and copy and replace mup.sys?

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    0 Votes
    a_godden

    I have the recovery cd, but i'm not sure how to copy and replace the mup.sys file. Could you tell me how to do this?
    Amy

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    0 Votes
    a_godden

    If I understand the link and other pages I've been reading the problem doesn't lie with the mup file, but with loading the PnP drivers which follows.

    The system checks indicate that the usb drivers are okay. Could these checks be wrong?

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    rbtechguy

    Installed any new components recently? Keyboard, mouse, etc...

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    0 Votes
    a_godden

    In a sense I did, nothing before the system crashed but after I had to reinstall the system. The only hardware (usb) that I used before this problem started was my external hd. I was able to use it for few days (copying over my files) before this problem developped.

    All my external components are usb based, which means I cannot use them now (scanner, ipaq, external hd).

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    OldER Mycroft

    When you say that the attempt to boot into 'Safe Mode with Networking' froze at "windows/system/mup.sys" what EXACTLY do you mean that it froze.

    How long did you leave it before you decided it had frozen ?

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    0 Votes
    a_godden

    When I attempt to boot in safe mode or regular mode with a usb cable attached the computer freezes at the same point everytime. By freeze I mean that for at least 10 minutes (this was the longest I've left it for) there is no sign of hd activity, the screen doesnt change, when you press buttons on the keyboard nothing happens.

    The computer also freezes (same as above) when I connect a usb cable after windows has booted.

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    OldER Mycroft

    I only ask because over the last 24 hours whenever I've had nothing better to do, I've been reading up around the 'net and there appears to be a connection with some users having the same problem AND InCD installed.

    +
    0 Votes
    a_godden

    I do have an older version of Nero (version 6), which I have been using for about 3 years. But I don't have InCD.

    Thanks for all your help
    Amy

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    rbtechguy

    Did you completely disable USB in the boot options?

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    0 Votes
    a_godden

    Sorry but I don't know how to do this, so I haven't tried it. Could you tell me how?

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    0 Votes
    rbtechguy

    Most BIOS setups let you select a boot priority option. Depending on your BIOS manufacturer, it will be contained somewhere within the list of available options. The usual order is something like CD, Floppy, HD, etc... Make sure USB isn't an option. Scroll through the options to disable. Restart, see what happens. If it doesn't work you could reenter BIOS and change the setting back?

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    0 Votes
    rbtechguy

    Couldn't add to the post above. Re-install system? Was it a clean install or just a repair?

    +
    0 Votes
    a_godden

    I think I had to reistall windows xp (service pack 2 if that makes a difference). I remember trying to repair it but that didn't work and finally I gave up and reinstalled windows (without reformating the hd). Could this cause this kind of problem? I thought the system was fine (after the reinstall) because everything was working if only for the first few days.

    +
    0 Votes
    rbtechguy

    Definitely possible that after the re-install you were able to work for a few days. Did you run any Windows Updates in those few days after the install? Might be a problem with one of the updates that throwing a wrench in the works?

    +
    0 Votes
    a_godden

    Yes, there were updates, and more updates. Windows updates, HP updates, BIOS updates (that one was hp's attempt to solve the problem with no change). If one of these updates caused the problem how would you suggest identifying the problem update? I've never had a problem update before.

    +
    0 Votes
    rbtechguy

    Have you run chkdsk yet? From the recovery console of the recovery cd type chkdsk c: /r
    This will look for any bad portions of your HD and fix them.

    +
    0 Votes
    a_godden

    Hi I checked the bios boot options, this system doesn't support usb. There isn't any mention of usb in the bios.

    +
    0 Votes

    OK!

    rbtechguy

    That helps.....at least it's not something we have to consider now. Input devices? USB keyboard and mouse? Sorry....yet another idea that popped into my head

    +
    0 Votes
    rbtechguy

    All over the board here. Sorry about that. Am a little new to the posting process. Also have you all over the board in terms of repair options. Ideas are coming to me as I do a little research. I think we are smarter than this problem...we can FIX!!

    +
    0 Votes
    a_godden

    Hi I just wanted to say thank you for all your problem solving ideas. You've been more helpful then HP tech support!

    I did the checkdisk, it did find a bad cluster in file hiberfi.sys - it's now been repaired but the system is still crashing when I connect a usb device. Any new ideas... I'll try pretty much anything.

    +
    0 Votes

    PROBLEM: USB devices not available because they are mapped to the same drive as a network mapping.

    SOLUTION: Instead of changing the mapped drive letter of your USB hdd, change the drive letter that your CD player uses, then reinsert your USB device. That way any USB device that attaches to your PC will find an available drive letter (Such as d:\ ).

    Please post back if you have anymore problems or questions.

    +
    0 Votes
    a_godden

    Hi, I'm not sure how to do this, and the problem affects my scanner (which I don't think gets assigned a letter) as well as my external drive. The system crashes when I attach a usb cable to the computer even if nothing is attached to the other end.

    that being said i'll try most anything to fix the problem. Could you tell me how to reassign the drive letters?

    +
    0 Votes
    rbtechguy

    To remap drive letters:

    Computer Managaement. Could access by MY COMPUTER ICON- right-click
    SELECT Manage: Brings up Computer Management
    SELECT Disc Management
    RIGHT-CLICK CD DRIVE- SELECT Change Drive Letter and Paths

    Not sure this will fix

    +
    0 Votes
    a_godden

    Is there anyway to determine if this problem is caused by hardware or software? I've been considering, if the problem is software then reformating the harddisk and reinstalling windows (again but maybe cleaner) might resolve the problem. Obviously this is an annoying undertaking and I don't want to do it if the problem might be hardware related (and therefor unaffected by the reformating).

    So any ideas hardware/software or uncertain?

    +
    0 Votes
    rbtechguy

    I'm beginning to think software issue. I believe the problem occured after the install of an update. Which one......anybody's guess. Possible research some of the installed updates to see which might affect the PnP, or USB functions

    +
    0 Votes

    Go into your "bios" (when you start your laptop press the "F1" key or what ever key relates to your bios)and select "default" boot options, this might help your problem.

    Please post back if you have anymore problems or questions.

    +
    0 Votes
    a_godden

    I haven't changed the bios setting, it's set for default (hd boot). Still crashing, but thanks for the suggestion.

    +
    0 Votes
    Jacky Howe

    into the BIOS and check these settings.


    F10 to enter setup

    go to the Advanced Menu

    and check the settings below if they are Disabled, Enable them.

    Enable/Disable all settings in the SpeedStep
    window. (When Disable is selected, the
    computer runs in Battery Optimized mode.)

    Enable/Disable USB legacy support for a USB
    keyboard, mouse, and hub. When USB legacy
    support is enabled

    +
    0 Votes
    a_godden

    I went back into the bios and looked at the advanced menu, but there is nothing about usb there or speed step.

    While i was in the bios I did look through all the menus and usb isn't mentioned under any heading. I also did another HD check, all is well on both the master and slave internal drives and both drive pass.

    Thanks for the suggestions i'll have to keep trying.

    +
    0 Votes
    Jacky Howe

    laptop (dv8000) manual these settings are under the Advanced Menu.

    Is this how you accessed the BIOS

    Accessing Computer Setup
    The information and settings in Computer Setup are accessed
    from the File, Security, Tools, and Advanced menus.

    1. Open Computer Setup by turning on or restarting the
    computer. Press f10 while the F10 = Based Setup message is
    displayed in the lower-left corner of the screen.
    ❏ To change the language, press f2.
    ❏ To view navigation information, press f1.
    ❏ To return to the Computer Setup menu, press esc.
    2. Select the File, Security, Tools, or Advanced menu.
    3. To exit Computer Setup, choose one of the following:
    ❏ To exit without saving any changes, use the arrow keys
    to select File > Ignore changes and exit, and then follow
    the instructions on the screen.
    ❏ To exit and save all the settings you have entered, use the
    arrow keys to select File > Save changes and exit, and
    then follow the instructions on the screen.
    Your preferences are set when you exit Computer Setup and go
    into effect when the computer restarts.

    To view navigation information, press f1
    Use the arrow keys to move around, go to the Advanced Menu and check the settings below if they are Disabled, Enable them.

    Advanced Menu
    Select To Do This
    Language (or press f2) Change the Computer Setup language.
    Boot options ■ Enable/Disable MultiBoot, which sets a startup
    sequence that can include most bootable
    devices and media in the system.
    ■ Set the boot order.
    Device options ■ Swap the functions of the fn key and left ctrl
    key.
    ■ Enable/Disable multiple pointing devices at
    startup. (To set the computer to support only a
    single, usually nonstandard, pointing device at
    startup, select Disable.)
    ■ Enable/Disable USB legacy support for a USB
    keyboard, mouse, and hub. When USB legacy
    support is enabled
    ❐ A USB keyboard, mouse, and hub work
    even when a Windows operating system
    is not loaded.
    ❐ The computer starts from a bootable hard
    drive, diskette drive diskette, or CD,
    CD-RW, or DVD inserted into a drive
    connected by a USB connector to the
    computer or to an optional docking
    device.
    ■ Select a parallel port mode: EPP (Enhanced
    Parallel Port), standard, bidirectional, or ECP
    (Enhanced Capabilities Port).
    ■ Enable/Disable all settings in the SpeedStep
    window. (When Disable is selected, the
    computer runs in Battery Optimized mode.)


    Save changes and exit Save changes entered during the current session.
    Then exit and restart the computer. The changes
    you save are to into effect when the computer
    restarts.

    +
    0 Votes
    a_godden

    I went back into the bios and double checked. BIOS version F.54 doesn't have those options, I have Video Graphics mode (side port), Dedicated video memory (128), Total video memory (128), Language, Boot Order (hd), Accessibility options, Embedded wireless lan (enabled).

    HP told me to update the bios to this version to try and resolve this problem, I'm not sure (and I never thought to check) what the options were before.

    What version of bios are you refering to, and do you think I should try changing the bios?

    Amy

    +
    0 Votes
    Jacky Howe

    still got warranty on the Notebook.

    +
    0 Votes
    a_godden

    I got the computer over two years ago, HP and extended warrentee have both expired. Where I'm living (in Japan) HP laptops are pretty rare so I'm not sure about taking it to a local tech. Do you think this might be a hardware problem?

    +
    0 Votes
    Jacky Howe

    with what you are reporting about your BIOS. I didn't think that a BIOS Update would remove that information. Are you certain that it is the HP Pavilion dv8000 Notebook PC.

    +
    0 Votes
    a_godden

    I have double checked the model number and the bios release. They are correct for this computer.

    +
    0 Votes

    OK

    Jacky Howe

    You say that you did the BIOS update after you reinstalled and it did not change anything. It lasted 3 days after the reinstall before the USB became corrupt.
    Is it a recovery CD that you are using or a Windows CD.

    +
    0 Votes
    a_godden

    Used the factory hp recovery/windows xp (with service pack 2) cd.

    Also, I just reformated the hd and reinstalled windows (again but clean this time)... didn't fix the problem.

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    a_godden

    I've now reformated c, and reinstalled windows but I still cannot connect a usb device. I tried right after reinstalling windows (before connecting to the internet to get updates) but the computer froze the same as before.

    I think this should eliminate software as the cause of the problem? So either the problem is BIOS or hardware right?

    Any guesses? I'm thinking I'm going to have to find a tech to examine the machine.

    Thanks for everything

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    Jacky Howe

    Here is a link to a handy little tool. Save it to the desktop.

    http://www.usbman.com/WebDrivers/Intel%20USB%20System%20Check/USBREADY.EXE

    Using Intel USB System Check
    After the download has completed, browse to the file usbready.exe and double-click it. A Welcome to Intel USB System Check message will appear on the screen.
    Click Yes . The Intel USB System Check program will check the computer system for USB compatibility.

    Computer systems with full USB support
    If the computer system has everything required for USB to function correctly, a ?This system has full USB support? message window will be displayed. This message window has green squares with the word "YES" in them.

    Computer systems without full USB support
    If the computer system does not have everything required for USB to function correctly, a ?This system currently does not have full USB support? message window will be displayed. This message window has red squares with the word "NO" in them.
    Click Details, and then read the following summaries that are displayed:
    System Software Support
    System Hardware Support
    USB Driver Support

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    a_godden

    Hi thanks for the link, I tried it and unfortunately it seems to confirm that the problem must be hardware. The system has full usb support, the hardware has usb support and the driver is operating correctly.

    I guess it's time to see a tech about checking the hardware.

    Thank you so much for all your help. If I can I'll post after I talk to a tech.
    Amy

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    Jacky Howe

    hoping that it may confirm your problem. Sorry for the bad news.