Support Request: Scanner driver issue

Description

Hi,
I have an sudden error this afternoon with the scanner driver installed on a SiteKiosk machine. And the scanner no longer works.

In Device Manager, the device appears with the status "Unknown USB Device (Set Address Failed)" (Cf. screen shot attached).
Uninstall/Reinstall from Device Manager has no effect.

Could you please help me with this issue ? I don't know how to solve that.
Thanks a lot.
Jean

Answer: (4)

Re: Scanner driver issue 6/15/2021 4:00 PM
Hello,

I am sorry, but the scanner driver has absolutely nothing to do with SiteKiosk. If this device is no longer properly detected by the operating system you may need to reinstall the driver or the hardware is broken. Please contact the manufacturer of the scanner for more information.
Re: Scanner driver issue 6/15/2021 4:06 PM
In addition, please find below last Windows events related to this issue, in log "Microsoft-Windows-Kernel-PnP/Device Configuration" :

Today 14:01 Source=Kernel-PnP, Level=Information :
Device USB\VID_0000&PID_0004\5&2ec8f72a&0&14 requires further installation.

Today 14:01 Source=Kernel-PnP, Level=Information :
Device USB\VID_0000&PID_0004\5&2ec8f72a&0&14 was configured.
Driver Name: usb.inf
Class Guid: {36fc9e60-c465-11cf-8056-444553540000}
Driver Date: 06/21/2006
Driver Version: 10.0.17763.1554
Driver Provider: Microsoft
Driver Section: BADDEVICE.Dev.NT
Driver Rank: 0xFF0000
Matching Device Id: USB\SET_ADDRESS_FAILURE
Outranked Drivers: usb.inf:USB\SET_ADDRESS_FAILURE:00FF2000
Device Updated: false
Parent Device: USB\ROOT_HUB30\4&2fbf7a17&0&0

Today 14:01 Source=Kernel-PnP, Level=Error:
Device USB\VID_0000&PID_0004\5&2ec8f72a&0&14 had a problem starting.
Driver Name: usb.inf
Class Guid: {36fc9e60-c465-11cf-8056-444553540000}
Service:
Lower Filters:
Upper Filters:
Problem: 0x2B
Problem Status: 0x0
Re: Scanner driver issue 6/15/2021 4:13 PM
Hello,

again, please understand the this hardware issue is not related to the SiteKiosk software. You need to contact the hardware manufacturer for further information.
Re: Scanner driver issue 6/15/2021 4:16 PM
Ok, our two messages crossed.
Thank you.
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