RELATES TO:

• Epson USB devices - Printers, Scanners, All-In-One products and PhotoViewers
• Windows 98, 98SE, Me, 2000, XP, Vista, Windows 7, Windows 8
• Computer crashes, does not wake from hibernation, displays an error, displays a blue screen, errors in Device Manager

EXPLANATION:

If you are experiencing problems with your Windows-based computer in one of the following scenarios, we recommend checking for and installing the latest Windows Updates, checking how you connect your USB device to your computer, and as a last resort, checking your computer's BIOS settings.

The term 'Epson USB device' is used below to describe any of the following: Epson USB printer/scanner/All-In-One/PhotoViewer.

Issue: Windows-based computer crashes/does not boot/start into Windows/does not power up/displays an error/displays a blue screen and a stop error when:

• you connect your Epson USB device to the computer's USB port
• you power on your Epson USB device (when already connected to the computer's USB port)
• you power on your computer (when your Epson USB device is already connected to the computer's USB port)
• you unplug the USB cable or turn off your Epson USB device.

Other issues may include the Epson USB device no longer working at all/as expected after restarting the computer/waking it from sleep or hibernation.

Note:
Important: This article assumes that your printer is operational (e.g. displaying no errors) and addresses issues relating to the performance of your system in relation to your Epson USB device only.

We recommend the following troubleshooting actions:

1. Check the cable connection between the USB device and the computer and connect it directly. The device (e.g. printer/scanner) is designed to be connected directly to the computer.
   
   

   Note:

   Connecting your product through another peripheral (e.g. a Scanner, Switch box, external USB hub) can cause problems. Even if these devices have been connected in the past with no problems, they must still be eliminated whilst troubleshooting. For products connected via a USB hub, the following Related Article may offer a solution: How do I resolve power-related connectivity issues when using a USB hub?

2. Unplug the Epson USB device, wait about five seconds, and then plug the device back in. If you are using a hub, do the same with the hub.
   
   

   Note:
   For troubleshooting purposes, we recommend directly connecting your Epson USB device to your computer's USB ports. If there are too many devices plugged into the hub, unplug some devices. This Related Article may offer a solution: How do I resolve power-related connectivity issues when using a USB hub?

3. If using a PhotoViewer or memory cards/USB flash drive slots on your printer or All-In-One, make sure that you use the Safely Remove Hardware feature of Windows when you have finished using your product. Failure to do so may cause the product or Windows to malfunction.
   
   
   • See the following Related Article for further information: When I'm using a memory card in the printer with a computer, are there any steps I should take before a disconnect or turn off the printer to avoid damage to the card?
   
   
4. Ensure that Windows is fully updated. This is very important as Microsoft have identified issues with Windows which can affect the enumeration of drivers, particularly with USB devices. To install the latest updates and drivers, please visit the Microsoft Windows Update Web site: http://windowsupdate.microsoft.com
   
   

   Please see below for links to Microsoft documentation regarding USB-related issues in Windows. These issues affect a wide range of USB devices from many manufacturers and not just Epson product, as the issues are related to the Windows operating system itself.

   Windows 98SE, Windows ME, Windows 2000:

   • Visit the Microsoft Windows Update Web site and install any available updates: http://windowsupdate.microsoft.com
     
     
   • We recommend viewing the following Related Article for some advice "How do I resolve USB issues with VIA / VIATECH controllers?
   
   

   Windows XP: Since its first release, there have been a number of updates directly relating to the USB core components in Windows XP. Service Pack 1, for example, added USB 2.0 support.

   • For information on installing the latest Service Pack (currently Service Pack 3) for Windows XP and for a list of issues fixed in SP1, SP2, and SP3, see KBID 322389: How to obtain the latest Windows XP service pack
   
   

   Windows Vista: Since its first release, there have been a number of updates directly relating to the USB core components in Windows Vista. Documented problems include the example symptoms listed above as well as the system generating the following Stop error message and then automatically restarting (sometimes with a blue screen):

   Stop 0x000000FE (Parameter1, Parameter2, Parameter3, Parameter4).

   Windows Vista Service Pack 1 (SP1) and Service Pack 2 (SP2) contain some of these updates. We recommend viewing the following Microsoft Knowledgebase articles for update and support information:

   • For examples of documented USB issues in Windows Vista, see KBID 941600: Cumulative update rollup for Windows Vista
     
     
   • For examples of documented USB issues with portable computers (e.g. laptop), see KBID 953367: How to troubleshoot USB device problems that may occur after a portable computer that is running Windows Vista resumes from sleep or from hibernation
     
     
   • KBID 940267: You receive an error message if you try to install a USB device on a Windows Vista-based computer that was upgraded from Windows XP
     
     
   • For information on installing the latest Service Pack for Windows Vista, see KBID 935791: How to obtain the latest Windows Vista service pack
     
     
   • For information on Windows Updates, see KBID 311047: How to keep your Windows computer up-to-date
   
   

   Windows 7: For more information on keeping Windows 7 up-to-date, visit the following Microsoft website: Windows 7 Help: Install Windows updates

   
   

   Windows 8: For more information on keeping Windows 8 up-to-date, visit the following Microsoft website: Windows automatic updating: Frequently asked questions

   
   
5. If you have followed all the advice above and you continue to experience problems, try uninstalling and reinstalling the driver for your product.
   
   

   Note:
   This isn't required if you are using a PhotoViewer, just ensure that when you have finished using it, you correct disconnect the product using the Safely Remove Hardware feature of Windows.

   Windows 98SE, Me:

   • Scanners: How to fully remove an Epson USB or FireWire scanner from Windows 98SE & ME
     
     
   • Printers and All-In-Ones: How to fully uninstall a USB printer on Windows 98SE and ME
   
   

   Windows 2000, XP:

   • Scanners: How to fully remove an Epson scanner from Windows 2000 & XP
     
     
   • Printers: How to fully uninstall a USB printer driver on Windows 2000 and XP
     
     
   • All-In-Ones: How to fully uninstall a USB All-In-One from Windows 2000 / XP
   
   

   Windows Vista:

   • Scanners: How to fully remove a scanner from Windows Vista
     
     
   • Printers: How to fully uninstall a USB printer on Windows Vista
     
     
   • All-In-Ones: How to fully uninstall a USB All-In-One from Windows Vista
   
   

   Windows 7:

   • Scanners: How to fully remove a scanner from Windows 7
     
     
   • Printers: How to fully uninstall a USB printer from Windows 7
   
   
   
   • All-In-Ones: How to fully uninstall a USB All-In-One from Windows 7
   
   

   Windows 8:

   • Printers: How to fully uninstall a USB printer from Windows 8
   
   
   
   • All-In-Ones: How to fully uninstall a USB All-In-One from Windows 8
   
   
6. Check the BIOS settings of your computer. (Call PC vendor for support.)
   
   

   Recommended BIOS setup

   • Power Management - Disabled.
   • Plug and Play Operating System - Enabled (Disabling Plug and Play OS can cause errors in Windows IRQ Steering). Some systems may perform better with this option Disabled. Try both if you are having IRQ problems.
   • IRQ's Assigned - Auto or Operating System.
   • USB Keyboard - DOS or BIOS.
   • Write Pipeline Cache (FIC Motherboards and others) - Disabled.
   • System Bios Cacheable - Disabled.
   • Chip Performance Speed – Normal.
7. What to do if the issue is still present:
   
   
   • If the above troubleshooting fails to resolve the particular problem you are experiencing you could try a different cable completely or the same cable on another device.
     
     
   • Finally, if necessary, try the Epson USB device on another computer completely to establish where the problem lies. A computer with driver support for its operating system would be suitable, e.g. a Macintosh or a different version of Windows.
     
     
   • If the Epson USB device works on another system then it would indicate a problem with the computer. Contact your PC vendor for support.
     
     
   • If the Epson USB device does not work on another computer, then having gone through all of the above, we would recommend contacting Epson or (if applicable) taking your Epson USB device to the nearest Epson Express Centre for testing. See the following Related Article for information: Epson Express Centres, UK & Republic of Ireland.

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