Support

• Can I improve DNS (Domain Name System) reliability?
• Setting up internet Explorer
• Homechoice Installation CD instructions
• Universal Serial Bus (USB) FAQ
  • What do USB plugs and ports look like?
  • How does USB work?
  • How many USB peripherals can I connect at once?
  • How do I know if my PC supports USB?
  • What PC operating systems work with USB?
  • I have an Apple Mac, will this work with USB?
  • Do I need to install any additional software to use USB?
  • What is Device Manager?
  • I've opened Device Manager and there are no USB components listed.
  • What's USB 2.0? Does this work with Homechoice?
  • What is a USB dongle and why do we use it?
  • I'm using Windows XP, everything appeared to install but since rebooting I get error 633 when I try to connect.
  • When the USB dongle is attached to the computer it is not detected.
  • I'm using Windows 98, when I disconnect from the internet the PC freezes and displays a blue screen.
  • Do VIA chipsets work with the Homechoice service?
• FTP and webspace FAQ
• Configuring your internet connection

USB features one 'Universal' plug type for all USB to PC connections. The distinctive USB plug looks like this:

Below is an example of USB ports found on PCs and on some USB peripherals including keyboards and monitors.

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Look for a USB socket on the computer. It was made after 1998, it almost certainly supports USB, however you may need to check Device Manager to ensure that the correct Universal Serial Bus controllers are installed and working correctly.

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All operating systems supported by Homechoice Customer Care are USB compatible. These are Windows 98 SE, Windows ME, Windows 2000 and Windows XP. USB plugs and ports are labelled with the following symbol.

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No.

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Many USB interfaces get all of the software support they need from the operating system, but there are some that will come with a floppy disc or CD with specialised drivers for that particular device. You can see what USB interfaces are installed by using Device Manager.

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Device Manager is one of Windows' most useful diagnostic tools. It lets you see all of the devices attached to your computer and which resources they are each using. It also gives you information about drivers and advises whether a device is working correctly. Follow the steps below to learn how to access Device Manager.

Windows 98 SE/ME
You can open Device Manager by double-clicking on the System icon in Control Panel, and choosing the Device Manager tab.

Windows 2000/XP
You can open Device Manager by double-clicking on the System icon in Control Panel, choosing the Hardware tab, and clicking Device Manager.

At the bottom of the list of devices should be a section entitled Universal Serial Bus controllers with a small '+' sign next to it. Click this and the list will expand.

Below are the installed USB components, if the section is missing or nothing is listed skip the rest of this question. There should be at least two items in the list: a branded chip set host controller (Intel, sis, via etc) and a USB root hub. Do not be concerned if these are duplicated. If these components are listed this should be sufficient to get the Homechoice service connected.

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The USB interface is not enabled in the BIOS, shut down the computer and prepare to restart it. Read on before switching the PC back on. To access the BIOS setup screen, you must press an access key (for example, F2 or Delete) during the start-up procedure.

If the computer does not display a prompt for the correct key, refer to your computer documentation for information on accessing the BIOS Setup. There may be a very short time available for accessing the setup screen (as short as two seconds). Restart your computer.

As the computer begins to count up its memory (a number followed by KB) or when you are prompted to do so, press the BIOS access key. The BIOS Setup screen appears. Follow the on-screen directions to page down through the screens until you find the USB port information. If you see the word Enabled, your USB port should be available. If you see the word Disabled, the port has been turned off in the computer's operating system and is not available for use. You can try setting this to Enabled however you may have to reinstall your operating system.

There are several other possibilities for this problem and it can be difficult to establish the exact cause. In all cases we can offer only limited support, and you should consult your hardware vendor, Microsoft or the PC/OS manuals for further info. It is possible that the USB card is faulty or not connected to the motherboard correctly, in both cases you will need to consult a PC vendor.

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Also known as 'Hi-speed', USB 2.0 looks and feels the same as USB 1.0 although it is much faster, capable of delivering speeds up to 480Mbps. In theory it is completely backwards compatible with USB1.0, however it can sometimes cause unusual behaviour with our service, especially when used in conjunction with older PCs. Use a free USB 1.0 port if available.

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A dongle is a small intelligent adapter, usually used to connect one type of cable to another. These dongles will convert the signal from Ethernet to USB, allowing you to use the service through a USB connection if your computer doesn't have an Ethernet port.

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Some older PCs may contain components that are incompatible with Windows XP (you should have consulted a PC vendor or run the XP compatibility test available on Microsoft website before upgrading). Check the Universal Serial Bus controllers in Device Manager, who are they made by? There are three main brands of USB chipset Intel, sis and VIA. Older versions of the sis 7001 chipset are incompatible with Windows XP, in which case you should consider installing a PCI USB card.

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This is probably related to the type of USB chipset being used by the PC. You should be able to overcome this problem by visiting the Microsoft website and making sure you have all the latest Windows updates installed.

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