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DWilliams-3166 asked DWilliams-3166 answered

Having to reinstall a Credit Card tablet every day

Dell Optiplex 7070 Ultra

Processor: Intel Core i5-8365U CPU @ 1.60GHz 1.90 GHz

Installed RAM: 8.00 GB

System Type: 64 bit operating system, x64-based processor


Windows 10 Pro

Version 20H2

Installed on 3/30/2021

OS Build 19042.985

Windows Updates are current


ISSUE: CC tablet must be reinstalled (almost) every day.

It always happens at first login of the day, but does not happen at every login.

Users are 'logging off' in evenings, not signing out or turning off

From what I understand, rebooting does not affect the connection


PROPERTIES:

On port 3 but forced to port 8


TROUBLESHOOTING:

We are not having this issue with any other devices connected via USB

We’ve eliminated the cord and the actual hardware as the cause.

We’ve eliminated the USB hub by connecting directly to the PC (USB 3.0 port).

We’ve eliminated the device driver by reinstalling, even upgrading/downgrading the version of the driver on the PC.

Deactivated the Power Management profile for all USB ports.

PC sleep setting set to NEVER sleep.

Ten segregated workstations using almost* identical hardware – only this workstation is having the issue.

  *Two different models of credit card tablets, no correlation to issue
windows-10-general
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@DWilliams-3166
Hi,

Just checking in to see if the information provided was helpful.

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If no, please reply and tell us the current situation in order to provide further help.

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DWilliams-3166 answered

Yes, I have tried different ports.  Also, we suspected the ports were timing out or shutitng off, so I confirmed that the USB power settings were disabled and windows power management was off.

We ended up sending a new PC. Thank you!

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JennyFeng-MSFT avatar image
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JennyFeng-MSFT answered

@DWilliams-3166
Hi,
It looks like you have tried many troubleshooting methods.
This Credit Card tablet has no such problem on other computers, right?
Maybe the settings on this computer conflict with it, I suggest you check the anti-virus software.
I suggest you to test if this problem occurs under a clean boot, then you can determine which startup application or service is causing the problem by systematically turning them on or off and restarting the computer.

How to perform a clean boot in Windows
https://support.microsoft.com/en-us/topic/how-to-perform-a-clean-boot-in-windows-da2f9573-6eec-00ad-2f8a-a97a1807f3dd
Hope above information can help you.

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