Windows 8.1 laptop crashes when attempting to connect a USB high-speed scanner

Greetings wise wizards of EE:

I'm helping a friend who owns a high-speed Xerox Documate 1120 scanner, which she connects via USB cable  (it is a non-network scanner) to her HP Windows 8.1 laptop.

Just recently, when she plugs in the USB cable for the scanner (and the scanner is powered up) it crashes her laptop... the laptop actually shuts down completely.

It crashes when plugging in the USB cable for ALL of her USB ports, and I've uninstalled and reinstalled the scanner driver software & restarted infinitum. I've also taken the scanner to my home and successfully connected it via USB (same cable as used on my friend's laptop) to my Windows 8.1 desktop, as well as a Windows 10 laptop, and neither of them crashed, even without first installing the Xerox scanner driver software.

Thus, the issue seems to be with my friend's HP laptop. I'm not sure how to proceed, however, which is why I need your help. I am assuming it is a hardware issue, but I am not 100% certain of that.

Any help would be most welcome. My many thanks in advance,

Zovoth
zovothAsked:
Who is Participating?

[Product update] Infrastructure Analysis Tool is now available with Business Accounts.Learn More

x
I wear a lot of hats...

"The solutions and answers provided on Experts Exchange have been extremely helpful to me over the last few years. I wear a lot of hats - Developer, Database Administrator, Help Desk, etc., so I know a lot of things but not a lot about one thing. Experts Exchange gives me answers from people who do know a lot about one thing, in a easy to use platform." -Todd S.

Scott CSenior EngineerCommented:
Run sfc /scannow
In the command prompt window which opens, type sfc /scannow and hit Enter.

See if that helps.  As this looks machine specific, this may resolve the issue.

Also, make sure all updates are installed and remove any unnecessary programs.  There's a conflict somewhere.
0
William FulksSystems Analyst & WebmasterCommented:
Are you sure it's a Xerox Documate 1120 because I can't find that model number anywhere?

First thing I'd try is another USB cable, just to make sure. Eliminate the simple stuff first.

Also make sure the laptop has AC power and isn't running off the battery. USB takes power and the additional pull may be shutting it down. If you do have AC plugged in already, try it with the battery removed. Also make sure the laptop is fully up to date with the latest drivers.
0
Adam LeinssServer SpecialistCommented:
Crash as in a blue screen with white letters?  If so, please run BSODView and then post the results here.
0
Exploring ASP.NET Core: Fundamentals

Learn to build web apps and services, IoT apps, and mobile backends by covering the fundamentals of ASP.NET Core and  exploring the core foundations for app libraries.

zovothAuthor Commented:
Greetings William:

Many thanks for your rapid reply and inquiry... you are quite correct, my apologies for my goof... the scanner is a Xerox Documate 3120...

The HP laptop that crashes IS on AC power... I haven't tried plugging in the scanner without the laptop battery though... I think you are on the right track regarding power, as the crash/shutdown is very abrupt, with no error message or blue screen of death... it just shuts off the moment the USB cable is connected. I am hoping the issue is not a motherboard problem...

I haven't tried another USB cable, as the current cable works fine on my two machines, but it certainly won't hurt to try...

Thanks for your suggestions... I will be visiting my friend this week. In the meantime, I am hoping for more suggestions from fellow Experts Exchange wizards...

Zovoth
0
Faisal SaeedITCommented:
1- try changing usb cable make sure it is 3.0 compatible.

2- if the problem still persist the you  have to upgrade the laptop BIOS firmware.

mostly this do not happen because of power issue.  Since Scanner is already using AC power.

3- try upgrade to Win 10. This might be a bug issue. try search to find if this is a windows 8.1 bug.
0

Experts Exchange Solution brought to you by

Your issues matter to us.

Facing a tech roadblock? Get the help and guidance you need from experienced professionals who care. Ask your question anytime, anywhere, with no hassle.

Start your 7-day free trial
nobusCommented:
the systems you tested on - did they have the same OS -    8.1 ?
0
zovothAuthor Commented:
Greetings Nobus:

Many thanks for your inquiry... I tested the scanner on both the OS Windows 8.1, as well as Windows OS 10... no crashes.

Zovoth
0
NerdsOfTechTechnology ScientistCommented:
Try connecting a USB flash drive to the system. Crash?

If so, it sounds like a faulty USB bus/motherboard issue.

Solution: motherboard replacement or new system.
0
zovothAuthor Commented:
Greetings NerdsOfTech:

Great name, by the way... Thanks for your inquiry... I should have mentioned that other USB devices, such as flash drives and a multi-function printer, do not crash this laptop... just the Xerox scanner, which has not crashed my two computers... hence, the mystery...

Zovoth
0
NerdsOfTechTechnology ScientistCommented:
Thanks!

Does the system crash if you have the scanner connected to the system before it boots up?
0
nobusCommented:
i assume the scanner worked ok before on the laptop ?  then try a system restore to such date
it can be caused by any update or software install
0
zovothAuthor Commented:
Greetings wise wizards of EE:

Many thanks for all of the helpful comments and suggestions, many of which I tried. In the end, upgrading the BIOS seemed to do the trick.

Thanks again and may the wind be at your back,

Zovoth
0
zovothAuthor Commented:
Forgive me, EE wizards, I am trying to assign points to those who assisted, but the question closed before I could do so... I'm trying to figure out how to re-open the question... if anyone can make a suggestion, I would appreciate it, as it is far from obvious...

Zovoth
0
It's more than this solution.Get answers and train to solve all your tech problems - anytime, anywhere.Try it for free Edge Out The Competitionfor your dream job with proven skills and certifications.Get started today Stand Outas the employee with proven skills.Start learning today for free Move Your Career Forwardwith certification training in the latest technologies.Start your trial today
Printers and Scanners

From novice to tech pro — start learning today.