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kIOReturnNotResponding error (but not on all Macs?)

I posted the message below a few days ago, but because of a recent decrease in my coffee consumption I forgot to add a Subject line. Here it is again in an attempt to get more knowledgeable eyes to read it over. Sorry for the wasted bandwidth. -Matt
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I'm the developer of software that interfaces with a HID USB device (PowerLinc USB). A very small percentage (< 1%) of my customers are having problems getting my software to communicate with this device. Their system.log files are littered with lines like this:

Jan 8 17:33:08 localhost mach_kernel: USBF: 689.149 SmartHome PowerLinc USB[0x26dc100]: Error (0xe00002ed) getting device config descriptor

Jan 8 17:33:08 localhost mach_kernel: USBF: 689.149 SmartHome PowerLinc USB[0x26dc100]::GetFullConfigurationDescriptor - Error (e00002ed) getting first 4 bytes of config descriptor

I understand from searching this list archive that error 0xe00002ed means the device is not responding at all. Until now, I've written off this problem as defective hardware and suggested to my customers that they get a replacement device (another company manufactures and sells the hardware). However, I now have a customer that has this device fail on one computer (15" iMac), with this exact error, but not another (12" Powerbook G4). Both machines are running 10.3.2. I've had the customer try the device in different USB ports and have had them unplug all USB devices except their keyboard & mouse. No strange USB drivers/devices have been installed. It always fails on the iMac but always works on the Powerbook. Note this device (PowerLinc) uses HID so there are no drivers installed by my software at all. The USB Prober utility produces the same kernel kIOReturnNotResponding errors that my software does.

Any idea why this is happening? I suspect the USB device is bad, but in a subtle enough manner that the Powerbook can stomach it for some reason. Or maybe the USB controller on the iMac is bad, but still able to work with most other devices (like keyboards and mice) for some reason. Anyone have a guess or seen this type of failure before? Thanks in advance for the help.

Regards,
Matt Bendiksen
http://www.perceptiveautomation.com/indigo/
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