Tips and Tricks for Troubleshooting USB Related Issues

This document contains basic troubleshooting techniques for solving problems related to USB printer installations or environments with HP LaserJet series printers.

NOTE: For more information on and support for USB printing: click here to visit the official USB Implementers Forum, Inc. Web site (http://www.usb.org/)

Before troubleshooting in the printer software, it is important to verify that the hardware setup is appropriate for the installation. As a last resort, perform the software uninstall/reinstall process. Follow these steps in the order below to effectively solve USB related problems.

Verifying that the hardware is capable of a USB connection

Proving printer functionality

1. Has the printer worked in the past? If so, identify what has changed since the printer last worked.

2. Do standard test pages print? Are the printer control panel lights in the ready state?

Verifying printer and PC cabling

1. Check all of the power cables (for the PC and the printer). There needs to be adequate power to both devices for USB connections to work properly. Plug all cables directly into a wall, not a surge protector. If possible, use the original power cable that came with the printer. If the error message, Unknown device appears, this can indicate that there is not adequate power and the PC can not identify the printer correctly. Verify that there are no extension cables and that the power cable is no longer than five meters. Reseat the power cables.

2. Is the USB cable connection (between the printer and the PC) secure? Unplug and reconnect cable.

3. Try using another set of USB and power cables.

4. Verify that the USB cable is standard. The cable should be three-pronged and bear the USB symbol.

Removing all other external devices prior to installing USB connection

1. Disconnect all other USB devices before starting the installation process.

2. Unplug all other external devices (scanners, other printers, digital cameras) from the PC before starting the installation process.

3. Eliminate any pass-through devices (hubs, docking stations, port replicators) before starting the installation process.

Verifying that the PC is USB ready and compliant

1. Find the Universal Serial Bus selection in the PC Device Manager.

2. Microsoft Windows 98, Me, 2000, and XP are the only supported operating systems for using USB printing.

3. When the printer USB cable is connected to the printer, does the Windows Plug and Play event occur?

Software installation and configuration troubleshooting

Initial software troubleshooting steps

1. If the message Unknown Device displays after verifying the printer and PC power/USB connections, right-click the icon and select the Update Driver option. Try reinstalling the USB driver.

2. BIOS - Try toggling the selection Use Legacy USB Devices. If this does not fix the issue, toggle back to the original setting.

3. If multiple DOT4 ports exist in the port selection option box, check the box for the latest port. For example, if DOT4_001 and DOT4_002 both exist, select the DOT4_002 port option.

Secondary software troubleshooting steps

1. If the driver has already been installed, find the MICROSOFTUSBPRINT.INF file. Rename this file so the extension is .OLD. Follow the initial hardware and software troubleshooting steps. If the problem is solved through this troubleshooting, rename the MICROSOFTUSBPRINT.OLD file with the original .INF extension.

2. Change the printer ECP Printer (lpt1) port settings in the device manager to enable Use Legacy Plug and Play devices and Use any interrupt assigned to the port, and then reboot the computer.

3. Uninstall and reinstall the printer driver. Click here to download LaserJet printer software from HP.

As a last resort, uninstall and reinstall the USB print software. This process is lengthy and difficult, and not always the solution to the problem.

HP LaserJet 1100, 1100A, 2100, 3100, and 3150 series products

These products are not designed to connect via a USB port. HP does not support USB printing with these products. A standard IEEE-1284 parallel port connection must be used.

© 2005 Hewlett-Packard