USB Root Hub 'installed, but it has a problem'

Question

PROBLEM: USB FAILURE

SYSTEM SPECS:

Dell Dimension

OS: Windows 98 SE

Processor: Pentium III

Device: Universal Serial Bus Controllers

Intel 82371 AB/EB PCI to USB Universal Host Controller

Background:

In an effort to isolate the problem, I have uninstalled the two devices that were using the factory installed USB ports (printer, scanner). Cables connecting the devices to the tower have been disconnected. Both the printer and scanner have been installed for several months and have been operating without any problems. This USB problem has occurred spontaneously.

My Attempts to correct USB problem:

Check Device Manager:

(Start/Settings/Control Panel/System/System Properties/Device Manager/USB Serial Bus Controllers/ USB Root Hub) – yellow exclamation point appears next to USB Root Hub. Clicking on this: “The NTKERN.VXD device could not load the device driver (Code 2). Under POWER tab, “The hub is not working properly. I selected UPDATE DRIVER to search for a driver better than the one running on my system. It returned with the message that the one running is the best available. I selected REINSTALL USB ROOT HUB. It returned the message: “Windows has finished reinstalling the driver. I RESTARTed the system. Then I went to Check Device Manager – SAME ERROR MESSAGES.

Update Device Wizard for USB Root Hub: “Device is already installed, but it has a problem.”

USBREG.EXE: I went to the DELL site to get help with troubleshooting the problem. I downloaded USBREG.EXE. I opened the application and ran it. Following the application, the computer was restarted. I checked the device manager: There is a yellow “!” next to USB ROOT HUB. Clicking on the icon, the message is: The NTKERN.VXD device for this device could not load the device driver (Code 2). Under the POWER tab, the message is: The hub is not working properly. There is an option, “To fix this, click Update Driver to update the device driver. I did this. I clicked NEXT to “search for a better driver than the one your device is running now. (Recommended)” Selecting to do this, the message returned was that the one I have installed in the best available. I selected to REINSTALL USB Root Hub. It returned:” Windows has finished reinstalling the driver”, and then the system was restarted.

Following the restart, I checked the Device Manager as done above. The USB Root Hub was still highlighted with a yellow “!”. The error messages were the same.

Q U E S T I O N S:

IS THERE ANYTHING THAT CAN BE DONE? CAN IT BE FIXED? REPLACED? IS IT WORTH IT? WHAT ELSE DO I NEED TO TRY?

Grumper · Answer

IS THERE ANYTHING THAT CAN BE DONE? CAN IT BE FIXED? REPLACED? IS IT WORTH IT? WHAT ELSE DO I NEED TO TRY?

First off this sounds like a hardware problem [motherboard] ------your computer is a little long in the tooth to start thinking about any serious surgery, might be best to just put it down.

can it be fixed, sure it can ---is it worth it, I dont think so---

By the time you get this oldie back in real good shape you might have spent 40% of what a new [lower end] computer would cost, and then you still have an "old computer" waiting to have another stroke --Win 98 has had its day [ allthough Ive heard 50% of businesses still use 98] --Win XP is the way to go----------------------- put it to sleep

MinnesotaSnowdr · Answer

Thanks for the advice.  Guess it's time to abort PC world - bye, bye DELL - it's been quite a journey.  Am jumping ship - no sense rearranging the deck chairs on the Titanic.  An APPLE a day keeps the doctor away...  Let's have a moment of silence for this ol' faithful friend...

Grumper · Answer

There might still be some life left in the 'Old Gal' ---if your only problem is a USB problem and Its intergerated into the Motherboard you can install a PCI add on USB card --you might be able to get a 1.0 USB [ $15] that should be really cheap and the install SW should come with it---if you cant find a 1.0 you could get a 2.0 [ about $30] and try that----if it works great you buy some time if it is still a problem you can always use the 2.0 in a new computer.

SloMoShun · Answer

It might also be worth reinstalling the latest Intel chipset drivers.

Grumper · Answer

To the best of my knowledege it will be standalone, install the new SW and you should be good.

You might have to disable the other USB devices in device manager, maybe not--like I said get a 2.0 and you will be able to install it in another computer---you cant have enough USB ports

MinnesotaSnowdr · Answer

I had thought about adding a USB card, but I wasn't sure if it would operated stand-alone.  In other words, does the logic of a new card feed through (SLAVE to) the USB device manager?  If not, I'd give it a try.  For $15, it's worth adding a little time...

MinnesotaSnowdr · Answer

Here’s what I’ve tried….

I purchased and installed a USB 2 connect adapter. Checking the Device Manager after installation shows “device is working properly.” However, “USB Root Hub” remains highlighted with a yellow “!”.

Nevertheless, I reinstalled the printer. The same problem remains. When I attempt to print a test page, the same messages come up about checking that the printer is on, check that the printer is connected to the system, blah, blah, blah. So the problem remains.

So here’s what shows when I go to Device Manager:

There are 7 items listed under “Universal Serial Bus controllers” (when viewed by “Device Type”). They are:

Adeptec AUA 2000 B – LP PCI to USB Enhanced Host Controller
Inel 82371 AB/EB PCI to USB Universal Host Controller
NEC USB Open Host Controller
NEC USB Open Host Controller
USB Root Hub
USB Root Hub
USB Root Hub

The device listed first is the NEW USB card that I just installed. Each of the 3 listed “USB Root Hub” items is highlighted with a yellow “!”. Checking the properties, the “Device Status” for each shows: The NTKERN.VXD device loader(s) for this device could not load the device drive. (Code 2)”

If I view Device Manager by device connection, the 3 highlighted (troubled) USB Root Hub items appear under “Inel 82371 AB/EB PCI to USB Universal Host Controller” and again under the 2 “NEC USB Open Host Controller”.

So there you have it. What next?

If I “disable” any of the 7 listed USB devices – Which ones? Does it appear from these results that the new USB card is dependent upon the resident USB ports on the motherboard? I tried disabling everything except the new card, and Windows got very upset - put me in safe mode, and told me to fix things! So I removed all the disables.

Honestly, if I'm beating a dead horse here, I can take it. Not that I'm excited about spending $3000 on a new system... but what's the harsh reality of the situation?

I’ve already invested way too much time on troubleshooting, but, I might as well try any last suggestions if you have any …Garbage collection is tomorrow....

Your suggestions and advice are greatly appreciated!!!!!!!!

Grumper · Answer

Either do a clean install of your present OS ---or a new [clean install] of XP Home [ pros better]-

Win 98 should be a freebee---Xp Home is about $90 Xp Pro about $125----if you feel like messing around with a reformat, thats up to you if you have the time----- You can learn alot from the old machine------- better yet get a new one its Christmas and you deserve a new best friend---3K should get you a great computer WOWWWWWWWWWWWWW----Keep the old one to mess around with and see if you can get it going---trust me bringing them back from the grave is very satisifing.

Have Fun ---Happy Holiday

MinnesotaSnowdr · Answer

Thanks for all your help! I can't possibly express how helpful you've been in working through this with me. Thanks for not giving up on me. Your quick responses - they're critical when in a crisis. At least I know I done everything possible.

I probably won't bother udpdating Windows. Does it sound like all the USB devices pass through the main logic for the 2 on the motherboard? Based on what I've tried, it seems like newly installed USB cards do not operate independently. Good idea to try it, though - and you're right - I'll pull it out and use it the new system, so nothing wasted in trying. If the root of the problem is in the motherboard, however, updating Windows wouldn't solve the problem. Do you still thinks it's the motherboard?

Happy holidays to you!!!!!!!!!!!! Thanks a million!

Grumper · Answer

It might be a software issue and reinstalling Win 98 might clear the problem------ Is it a motherboard issue ?? ---if I were a betting person I would say it is the Motherboard, and again it might be the Win 98 OS ???--thats why this sruff is a hobbie to me, you could ask 4 different people about what the cause of this problem is and get different answers.

You should have an install disk for Win 98, that will answer the question.

One thing for sure Win 98 can be a real pain in the neck with regards to installing updated modern hardware.

MinnesotaSnowdr · Answer

What is the procedure for reinstalling (clean install) Windows 98?  Yes, I have the CD.

Grumper · Answer

A clean install means that your HD is reformatted and you lose all data----so back up what you want to keep. As far as the HOWS and the WHATS about the install I would suggest that you go to a tech site www.pcguide.com and post in the Winows or the Hard Drive sections---the reason Im suggesting this way is because these guys [ great bunch of smart people] is that they have at their avail many reference links to get you through just about anything---its all free and real simple. There are a few ways to reinstall the 98 OS and for me to type it all out for you would be a lot of time, this way 1 click and someone sends you the whole story---most of these guys are Engineers and IT pros and they are patient.

Have at it and good luck

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USB Root Hub "installed, but it has a problem"

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