Hardware ID missing

Question

Problem:  Lenovo ThinkCentre M93p (running Windows 7), won’t recognize HP LaserJet Enterprise M604P

The printer installs OK (through USB port) and prints, but upon a restart (or shut down and new start), the PC displays the message “Hardware ID missing.  Windows cannot identify the device plugged into the Intel(R) USB 3.0 root hub”

Installing it using different ports and installing it 3 different ways yields the same result.  (1-installation disk; 2-installer downloaded from HP.com; and 3-plug and play using Windows 7)

Support contacts with HP, Lenovo  and Microsoft have not solved this.  Any suggestions?

Answer 1

Although USB 3.0 is supposed to be backwards compatible with USB 2.0, it's not unknown for devices intended to be connected to a USB 2.0 port to not work properly when connected to a USB 3.0 port.

There appear to be two Lenovo computers with the model designation "ThinkCentre M93p."  The "Tiny Desktop" version has only USB 3.0 ports; the "Tower Desktop" version has 6 USB 3.0 ports and 2 USB 2.0 ports. 

If you have the "Tower Desktop" version and you haven't tried connecting the printer to one of the USB 2.0 ports on the back of the computer (the ones with the black rather than blue insert), try that.

I can't tell from the available specs of the M604P whether it requires a USB 2.0 connection.  I suggest that you get in touch with HP directly or post in the relevant HP support forum.

http://h20565.www2.hp.com/portal/site/hpsc/public/help/contactHP/home/

EDIT TO ADD

See this HP Support Blog Post:  Handling Problems With USB 3.0

Answer 2

Hi Tom,

Let's try Jessen P's answer from this post to resolve the hardware id issue.

Let us know how it goes.

Regards.

Answer 3

Thank you for your prompt reply.

I have the desktop version.  The HP won't install on either of the USB 2.0 ports.

I will follow through on your suggestion to contact HP.

Thanks again.

Answer 4

Thanks for the prompt response.  The PC is a desktop ThinkCentre, not the Tiny Desktop.

It has 2 USB 2.0 ports on the back and a total of 8 USB 3.0 ports, 4 on the front and 4 on the back.

The PH M604 will NOT install on either of the 2.0 ports,  The plug n play in Windows 7 is always unsuccessful.  Installation attempts with the installation disk or a downloaded drive installer from HP always fail because the time out.  The installers say it is taking too long and ends at that point.

The HP will install on any of the 3.0 ports using one of the 3 methods:  disk, downloaded installer and plug n play.  Occasionally the installation is not successful on a 3.0 port.  Regardless of the installation method or which port the HP is installed on, the hardware ID missing message appears upon a restart or shut down and new start.

I will try your other suggestion and let you know the outcome.

Thank you very much for your suggestions.