Models of phone, Dell tablet and docking station are identical between three users, all of whom experience the problem described in my ticket request to Snom (below) whether the phone is connected to the docking station or not. Where do I go from here?

The Snom response

Snom produce these optimized for Microsoft Lync devices and all the drivers required to run these is provided, supported and maintained by our partner Microsoft.
Usualy the device drivers should come with Windows 8.1 or the LYNC , Skype for Business Client itself.

You therefore may want to reach out to the Microsoft community and / or Microsoft support directly instead as this is the most direct and efficient path.

Please try here - THE LINK POINTS TO THIS FORUM

My request

I've used a Snom UC600 Lync IP phone connected to a Windows 7 desktop machine for three years with no issues. That desktop was replaced with a Dell Venue tablet running Windows 8.1 and connected to peripherals via a UD-3900 hub/docking station from Plugable Technologies. The IP phone now goes dead periodically and you have to unplug and re-plug the USB connection to resuscitate. I assumed it was related to the docking station. I updated drivers and it did not help. A tech from Plugable Tech recommended disabling USB Active Suspend state in my power settings. Issue persists. I then connected the phone directly to my tablet. Issue persists.

Whenever the phone is in "dead" mode, Windows Device Manager lists an error under Universal Serial Bus controllers for the item "Unknown USB Device (Device Descriptor Request Failed)" and the device status indicates "Windows has stopped this device because it has reported problems. (Code 43)" and "A request for the USB device descriptor failed." Unplugging and re-plugging makes it goway immediately.

We have several users with the Plugable Tech dock and Dell Venue's now and all of them experience the same issue. Can you help? Thanks

Have you fully patched windows 8.1? I know where were a few USB issues with suspend addressed in: https://support.microsoft.com/en-us/kb/2919355/

Have you modified the Power Settings in Device Manager? Right Click the Generic USB Hubs or USB Hubs, Go to the Power Management tab and uncheck "Allow the computer to turn off this device to save power".

Hi,

It may be the issue of the USB driver. Sometimes update driver not work, please try to uninstall the USB driver and use the default USB driver, then check the issue again.

Best Regards,
Eason Huang