Eicon Networks
Diva ADSL USB
USB Troubleshooting Checklist

  

Setting up the Diva ADSL USB is normally a straightforward and simple process.

However, should you have any difficulties installing the Diva ADSL USB as described in the Quickstart Guide, or if you encounter problems using the Diva ADSL USB after completing the installation process, follow the instructions below.

 
General Information

USB devices in general, and Eicon USB devices in particular, are normally very easy to install and use. Should you experience problems, the most likely causes are:

  • A faulty installation as a result of steps being done in the wrong order. This will require an uninstall / re-install.
  • Something faulty about the USB setup on the system. Either the USB host or one of the attached USB devices is not fully compliant with the USB standard.

If you are experiencing problems, read through the following checklist.

To begin, have other USB devices worked on this system previously?

If yes, the issue is more specifically centered on this particular device. Go to Device_Compatibility
If no, the ability to use USB at all needs to be established. Go to USB Compatibility

 
USB Compatibility

Question: Is the Operating System Windows 98, Windows 98SE, Me, or 2000? Please note that Windows 95 and Windows NT do not support USB. If the answer is 'No':
Action: Upgrade or change the Operating System, or use either the serial port or the Ethernet port, if either of these is available on your Eicon device.

Question: Is USB present as a host device within Windows Device Manager? If not...
Action: No USB Host present or USB Host unrecognised - suggest installing new USB host card, check BIOS settings for USB, system settings. (Note: If there is no USB present, this is not an Eicon issue. Seek advice from the system administrator or system supplier).
Action: Host present but malfunctioning. Check if the USB Host setup is one with recognised potential for USB issues - e.g. early VIA chipsets, certain USB setups combined with an AMD processor, etc. Consult generic USB support websites such as USB Manufacturer's Organisation and USBMan for latest information and fixes for these issues. (Note these are external websites and their content is not under the control of Eicon Networks)

Question: Is USB present? - Yes - OK, then proceed to look at the device itself.
Action: Try and re-initialise USB device - disconnect and reconnect it; power-off and power on;  shut down and re-start the PC; uninstall and re-install the software; try all of these in order to make the PC recognise the USB device. Observe the LEDs on the unit for signs of activation, or use the Eicon software to see if the device has become active.

 

 
Device Compatibility

Question: Are other USB devices, including a USB hub, connected? Yes:
Action: Disconnect them all, including the hub, and connect ONLY the Eicon device DIRECTLY into the PC.

Question: Does the Eicon USB device now initialise? No:
Action: If it doesn't, try and re-initialise USB device - disconnect and  reconnect it; power-off and power on;  shut down and re-start the PC; uninstall and re-install the software; try all of these in order to make the PC recognise the USB device. Check if you are using the latest firmware for the device by consulting the Eicon Download Wizard.

Question: Does the Eicon USB device work OK with all the other USB devices disconnected? Yes? Then there is an incompatibility with a particular USB device:
Action: Add the other USB devices back one by one to determine which it is.
Action: When discovered, uninstall and re-install this device, and see if it then initialises OK. This may cure the problem if the operating system can re-allocate clashing resources.
Action: If the problem persists, boot up the PC in 'Safe Mode' and examine the USB devices within Device Manager. Look for duplicates, unnamed devices, and delete anything that looks suspicious or anomalous in any way - be ruthless and have faith - if they are really there, then they will come back OK! For full information about this procedure, consult the relevant pages on the USBMan website. (Note this is an external website and its content is not under the control of Eicon Networks)

This procedure should solve many of the more common issues, but if the clash persists, then the 'rogue' USB device will need upgrading or replacing. Consult the manufacturer, and in the meantime leave it disconnected. Eicon USB units have all been tested to be fully compatible and interoperable with all devices that conform to the latest USB standards (1.1). Some early USB devices did not fully adhere to these standards. They may work OK on their own, but will cause problems when other devices are added.