USB disconnect on Integrion

Issue

• USB disconnect of Integrion
• USB disconnect of modules
• Loss of communication
• Timeout read response error
• U0000 CD Data  

Environment

• Integrion
• ICS-6000 DC
• ICS-5000 DC
• ICS-5000+ DC
• Dell Computers
• HP Computers
• Chromeleon 7.x
• Windows 7 or Windows 10

Resolution

Below is a list of recommended troubleshooting steps (superseding steps outlined in PSB-1105). This list is for guidance only and one may have to perform multiple measures to resolve the issue. Finally, not all steps work the same for each case, or report.

1. Optimize computer Bios, update drivers and update Windows setting according to https://knowledge1.thermofisher.com/@go/path/disconnect. 
2. Optimize power settings per Factory Communication # 2012.044. Oftentimes, PC manufacturers will default to a power plan that is not “always on”
3. Implement PSB 1084.
4. Escalate to IC/SP PSE Team (icsp.productsupport@thermofisher.com).
5. If applicable and possible, remove the PC from the Customer’s network. There have been a few instances where the Customer’s IT policies and updates were reverting the PC power settings to the default settings.
6. Order the StarTech 4 port PCI USB card and StarTech Mini 4-pin Floppy FDD Female (SP4) to 15-pin SATA Male Power Adapter Cable.
   1. https://www.startech.com/en-us/cards-adapters/pexusb4dp
   2. https://www.startech.com/en-us/cables/lp4satafmd

Example images of installation of StarTech 4 port PCI USB card and StarTech Mini 4-pin Floppy FDD Female (SP4) to 15-pin SATA Male Power Adapter Cable

7. Order the StarTech 4-port externally powered USB 2.0 hub, P/N 060392 (HUB,USB,4PORT,STARTECH,RoHS).
8. Replace the PC.

Cause

Root cause analysis is ongoing by ICSP.