We have a kiosk that uses a bio scanner from m2sys (usb device). It scans your palm to recognize you. Every so often, maybe 1-3 times a day, the bio scanner will become an unknown device. We are unable to see any patterns or commonalities. When we unplug and plug it back in, it becomes available again.

We have custom software that uses the bio scanner's software to communicate with it. We've added a crap load of logging on everything but there doesn't seem to be any pattern of when the thing shuts off. We have these devices deployed to multiple locations (100+) and they are all seeing the issues but we can not reproduce it here, at the main office.

I've evaluated the software and I don't see anything. I'm thinking it's a driver or hardware issue (but we can't reproduce the issues here in the main office) or maybe environmental interference of some sort like from scan guns, automatic doors, microwaves or something else.

Any ideas would be welcome. I'm looking for possible causes of the usb device becoming unknown or ways to figure out what the cause is.

• no other usb devices have this issue, only the scanner
• We've contacted the manufacturer and they blame our software
• We're getting help from Microsoft, but they haven't found anything
• OS is embedded XP
• http://www.m2sys.com/palm-vein-reader.htm