I've got a device that was working fine for years when connected to a USB 2.0 port on a laptop. (The device was a Tecan Infinite M200 plate reader, if that matters.) The laptop was USB 2.0 only; it was old enough to be pre-USB3. Well, the monitor on that laptop died, so I replaced the computer with a new(ish) small form factor desktop from Dell that has a USB3 controller in it. However, the USB device software throws an error on this machine. Tested other computers and same error. Tecan technical support says this is because the device will only work on a pure USB2.0 controller; it will not work on a USB3 or hybrid USB2/USB3 controller, even when plugged into a USB2 port. They say it is because the plate reader "loses connection" with the USB controller and is not able to re-establish the connection. This would seem to be true, because if I restart the plate reader software, the reader is not detected until I power-cycle it or reboot the computer.
Has anyone ever seen anything like this with a USB device before? If so, do you know of a way I can fix it so the reader will work on the new computer? USB controller settings somewhere that I might play around with that could solve this? I really don't want to replace the computer with one that I have to put a USB2.0 PCI card in (Tecan's suggestion); this system is in our lab and I don't have space for a big tower.