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‎12-11-2023 01:20 PM

HP Recommended
Product: HP ProDesk 400 G6 Desktop Mini PC RCTO Base Model
Operating System: Microsoft Windows 10 (64-bit)

Multiple machines of this model are now losing connection to the Topaz signature devices we have in use. Model is T-LBK462-HSB-R. Device errors out to "Unknown USB Device (Device Descriptor Request Failed". Signature pad must be physically unplugged and plugged back in to resolve. Rebooting does not resolve issue nor does removing from device manager and having it scan for changes. It finds the device in its error state.

 

We have turned off all power management on devices, reinstalled all usb drivers, verified all software is up-to-date through HP Support Assistant to include bios and verified all windows updates. 

To uninstall, I have unplugged the device. Removed all usb entries out of device manager for all devices. Deleted all entries in registry referencing this device. Reboot and then plug back in. 

 

I have reached out to the vendor with no success

 

This is the only usb device that is having the issue. Begin happening on multiple machines in the middle of October. 

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