Clean upgrade. Problem: USB device not recognized

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moff

Member
Clean upgrade. Problem: USB device not recognized

First the good news: the upgrade from 3 to 4.0 build 3540 went amazingly smooth all the way. It froze one or two times, but nothing that restarting the machine did not solve.
Even the Windows re-activation went great. I followed someone else' advice and instead of trying to get a new key over the Internet or even over the automated phone system, I went straight to a live person over the phone (clicked several times #0* until the system "gave up"), after a very short time talked to a nice rep who gave me the new key right away and from there, everything till the end went smooth.
Thank you Parallels!
I need Parallels and Windows mainly for backing up my Palm TX with the desktop, which is in a different league than the Palm desktop for Mac. I looked for a solution to this problem in this and other forums, but did not find any.
After upgrading Parallels and installing Kapersky (had to erase Zone Alarm Security Suite) I updated Windows XP, uninstalled completely (also from the registry) the Palm Desktop and installed it from scratch (the latest version on the Palm website- PalmDesktopWin414e).
Again, everything smoothly.
Now the only problem is that the moment I connect the handheld (it's not even on yet) to the USB port I get 2 error messages:
Parallels Desktop: "Stop the Palm synchronization and start it again.
Click Cancel on the Palm device's screen to stop the synchronization, then start it again. The device will be automatically connected to the virtual machine. Make sure you do not connect any other devices to your Mac when working with Palm." "OK"
AND
a Windows one: Found new hardware, your hardware is installed and ready to use (?!)
OR
"USB Device Not Recognized
One of the USB devices attached to this computer has malfunctioned and Windows does not recognize it. For assistance if solving this problem, click this message"
Of course that clicking on the message does not solve anything, I tried to troubleshoot with Windows help, no help.
Clicking on the message shows a pic of the USB Root Hub (2 ports) and under it one USB icon and next to it "Unknown Device" in bold letters (right clicking/Properties says "Device Status: No drivers are installed for this device") and underneath, one yellow question mark next to it written "Palm Handheld" (Properties: "This device is working properly") (?!) and "Driver/Driver Details: C:\Windows\PalmDevC.dll and C:\Windows\System32\Drivers\PalmUSBD.sys")
Going immediately to the Device Manager under "Universal Serial Bus Controllers":
1- "Intel (R) 82801FB/FBM USB Universal Host Controller- 2658- Ge- neral tab: This device is working properly."
2- "Intel (R) 82801FB/FBM USB2 Enhanced Host Controller- 265c- General tab: This device is working properly."
3- "Unknown Device, General tab: No drivers are installed for this device" (This one appears only I connect the handheld to the USB port)
4- "USB Root Hub, : This device is working properly." Properties/Driver/Driver Details: C:\Windows\System32\Drivers\usbd.sys and C:\Windows\System32\Drivers\usbhub.sys
5- "USB Root Hub, : This device is working properly." Properties/Driver/Driver Details: C:\Windows\System32\Drivers\usbd.sys and C:\Windows\System32\Drivers\usbhub.sys

Some background:
With Parallels 3 everything worked fine.
If I connect something else (printer) the USB ports work.
It does not matter which of the 2 USB ports I use.

Hardware
MacBook Pro 2.2 GHz Intel Core 2 Duo with 4 GB memory
Mac OS X Version 10.5.5
120 GB hard drive
Parallels 4.0 build 3540 with Parallels Tools installed.


I attached all the pictures/images in a PDF file.

Thanks for your time and hope to have a solution soon. Saul
 

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same problem here with palm sync on usb after upgrade to parallels desktop for mac upgrade 4.0.3540 .
On version 3, before the upgrade to 4.0 my Palm Tungsten E synchronised OK
After the upgrade it always fails.

products :
latest iMac with OSX 10.5.5 with Parallels desktop for mac 4.0.3540
guest OS: Windows 2000 SP4 with Palm desktop 4.1

steps to reproduce the problem:
1. start Parallels desktop for mac upgrade 4.0.3540
2. open a VM with windows 2k SP4 and login
3. in windows start the Palm Desktop 4.1 and make sure the hotsync is running
4. connect palm tungsten E device to USB on iMac with OSX 10.5.5
5. on the palm device start the sync-application
6. now parallels detects the USB and asks if it should connect it to the mac or to the VM: choose VM
and make it automatically choose the VM. (then the USB appears with a checkmark in the parallels USB config)
7. the sync on the palm desktop never seems to receive the USB
and that is the problem. Before the upgrade to 4.9 this just worked (at least after a try or 2)
8. after a minute or so the palm device hits a timeout and stops to try to sync. It then drops the USB-power
(the same way one would unplug the device) and the USB connection goes away.

it seems to me that the USB is sensed in a way by 4.0 but
it nevertheless is not going far enough to the point of actually connecting to the palm desktop
The frustrating thing is that this did work well under parallels 3.0 and not any more after the upgrade to 4.0

hope this can help to resolve the problem.
waiting eagerly for a solution like my collegue palm-users.
j
 
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aherskowitz said:
Saul,

There is a great product that you can use to backup your Palm to make sure you don't loose anything (and restore it for testing the resolution of this problem). You just need some sort of media card that your Palm can read. I've used it for years:

http://www.bluenomad.com/bbvfs/prod_bbvfs_details.html

Hope that helps a little. Thanks for the detailed analysis of this issue too. I can't believe someone at Parallels doesn't use a Palm device!

Aa
Click to expand...

Today I got the memory card. Formated it and downloaded the Bluenomad software (with a HUGE sigh of relief), and you know what? There is something I did not think about...
It opens a .PRC file which will be installed in the next sync and then I will have the software to do the backups and I don't mind waiting for Parallels to solve the problem, but.... guess what?!
To do the sync, so I can do the backup, because Parallels has a problem with the USB port.... I need..... YES!!!! Parallels to recognize the USB port.
Well, to tell you the truth? If it wasn't sad it could be SOOOO funny!
 
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Question to developers: do you have any estimation how long is it going to take to solve this problem?
Apologies in advance if that sounds rude/nagging/etc', but it is already 15 days since we paid and installed PD 4.0 and yet, unable to use this feature (and as said already, for me this is THE ONLY reason for having Parallels/Windows etc'). If it is needed, please put some more developers on it and solve this problem for us.
Thank you, Saul
 
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I am affected as well

John@Parallels said:
Please understand it is hard to provide ETA , we are working without day-off to bring solution as soon as possible
Click to expand...

Hello Please add me to the list with the EXACT issues at the start of this thread. This is an urgent issue I need the Parallels team to address . As a developer of software myself, I am currently providing a software solution for my customer on the Palm platform, and I am completely frozen in my tracks with this not working!!!
 
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Question to the Parallels team

This Is A Question To The Team. A Day Before Yesterday (tuesday) I Posted A Post Asking Some Questions About The Time It Takes And Brought Some Quotes From Your Website. For "some Reasons" I Think You "forgot" To Post It.
I Would Appreciate If You Could Post It Now. (hopefully It Did Not "get Lost" Somehow Somewhere....)
Thank You In Advance And Happy Holidays. Saul
 
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Hard to guess, what you posted, as many admins I received only 2 messages from you
this one, and one bellow:

NOTE: Parallels team- whoever is reading this, you do not have to post this one (you can, if you want, but this one is meant to be an internal correspondence between me and you, as was the one before that, the one you just posted (if you want you can erase it) anyway, neither this post, nor the one before is meant to be posted, unless you want to, then it is OK with me).
Hello and thank you for posting my previous post (from about 5 minutes ago) so quick, but this was not what I needed. What I want, (and that was my request) is that you post my ORIGINAL one from last Tuesday, that, for some reason you did not. If you need, just tell me and I will send you a copy of it, but there is no reason why you should not have it. I am sure you did not like it, but this is no reason for not posting it (or maybe it IS?)....
Thank you, Saul
 
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USB problem with 4.0

I have a completely different USB device from this thread. I just wanted to add that my USB device that worked fine on previous versions of Parallels won't work on 4.0. I've spent days on this and found that there are tons of people with USB problems that started with 4.0. My device connects, but the connection fails at some point. I've spent too much time on this already, so I won't go into any more detail. Just know that 4.0 has definite USB problems. I now have to carry 2 laptops to jobs. I'm checking these forums weekly for solutions, but there are none yet.
 
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The light at the end of the tunnel (hopefully) :-)

Here is the copy of an email received today. Let's cross our fingers that this is the end of this thread!.... :-)
Hello moff/Saul,
I wanted to thank you for your patience in our forum. I’ve been looking at the thread you started in our Desktop for Mac forums and see that you’ve had to deal with this USB problem for some time now. According to our engineer team it was a fairly complex fix, but we believe the issue you’re experiencing has been resolved in the next build release of Parallels Desktop 4.0 for Mac, which is slated to release this Monday (January 5th). You’ll be able to update automatically through SmartUpdate within the Parallels launcher as soon as the new version is available.
Again, hopefully the new build fixes your USB problem.
Thanks again and have a happy holiday.
Leto – Official Blogger for
Parallels Seattle office
Click to expand...

Happy New Year. Saul
 
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v4 build 3810 still not work

I had high hopes for build 3810 but no luck - still the same problems trying to attach a Palm Centro for Hotsync - no changes. Report ID is 27090. Need to get this fixed soon!!
 
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Installed build 3810- It's a mess!!!

I don't know even how to define the problem now. I did not have enough time to research the problem.
I created an additional report to Parallels, #27145 and this is about what I noticed so far.

When I hook up the Palm Pilot it says the same message "Stop syncing", this time the "USB not recognized" message does not show anymore, but syncing the Palm is a mess. I set up the HotSync-> Custom preferences to do nothing, except to overwrite the desktop "Tasks" by the handheld, when I tried to sync, it told me it cannot sync. I canceled it, it took some minutes (instead of some seconds) and turned out that it did sync at least part of the applications.
It is a mess, does not make sense, I cannot predict or understand what the Palm Desktop is doing or not doing or what it will or will not do.
ALL THAT WORKED JUST PERFECT IN PD 3.0
 
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Build 3810 Bluetooth sync works

mfreidel said:
I had high hopes for build 3810 but no luck - still the same problems trying to attach a Palm Centro for Hotsync - no changes. Report ID is 27090. Need to get this fixed soon!!
Click to expand...

Although as I posted earlier I can't get the hotsync to work in 3810 with a direct USB cable connection. I did get it to work with the Bluetooth connection - works well and I'm back up to date on my Palm. Would still like the USB to work - hopefully they'll figure that out.
 
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mfreidel said:
Although as I posted earlier I can't get the hotsync to work in 3810 with a direct USB cable connection. I did get it to work with the Bluetooth connection - works well and I'm back up to date on my Palm. Would still like the USB to work - hopefully they'll figure that out.
Click to expand...

Didn't think about it!!! (With all the trouble I have had with Parallels, I find it hard just to THINK!!!)... :-) Thanks for the tip. I will try it tomorrow.
 
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Guys, who still meets the problem, please let me know the ticket ID in support, and please submit report from parallels Desktop - Help - Report a Problem and post here report ID, I will pass to developers we can investigate situation
 
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John@Parallels said:
who still meets the problem, please let me know the ticket ID in support, and please submit report from parallels Desktop - Help - Report a Problem and post here report ID, I will pass to developers we can investigate situation
Click to expand...

Could you send a step-by-step how to create a ticket in Support with Ticket ID? I followed the link you gave in another thread and created a report in Support but did not give me a Ticket ID. Got a Ticket ID only from PD->Help>Report a problem.
Thanks, Saul
 
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