Unable to see USB Hard Drive

RHWeston
RHWeston used Ask the Experts™
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I have a 2003 SBS server and have been running Backup Exec on it for years.  The backup media I have used is a set of USB Maxtor drives.  I have  a set of 5, one for each day of the week.  I was using Panda anti-virus on the server but was unhappy with it.  Last week I moved to Vipre anti-virus.  I found out that I did not have all the scanning policies set properly for an SBS server and have since corrected that.  However before I fixed that my backup changed from taking 6 hours to complete to 12 hours to complete.  I hope my modifications to the policies have fixed that.  But there was one unexpected consequence.  My server is unable to read any data on any of the Maxtor drives.

When I use Windows Explorer to browse it does not see any of my Maxtor drives.  When I go to Computer Management and Disk Management the drive is not seen.  When I go to Device Manager a USB Mass Storage Device is seen but device status says "This device cannot start (Code 10)."  I have gone to Device manager and uninstalled the USB Mass Storage Device and reinstalled it, but it comes up the same way.  I have uninstalled all USB devices and then had the machine search for devices.  It has reinstalled all devices properly except the USB Mass Storage Device.  During the automatic installation it even identified the device as a OneTouch III device.  I can take the disk to an XP machine and I can read it.  I have changed the drive letter from F: that I was using for backup to I: but the SBS Server still cannot read the disk.  I took a different USB disk which I had used before as Drive G: and it was seen.  I changed the drive letter from Drive G: to Drive F: and the SBS saw it and backed up to it.  I purchased another USB drive and the SBS immediately found it.  I configured it for Drive F: and was successful in backing up to it.  I have found that even though I only changed 2 Maxtor drives to Drive I: all subsequent views of any of the Maxtor drives showed them as Drive I: on the XP machine.  It is almost as if those drives have something to identify them as Maxtor drives but something happened to the SBS which will not permit the SBS to read the drives anymore.  This is true even after I performed a full reformat of one of the Maxtor drives.

One suggestion I had found was a registry problem so I have run Eusing Free Registry Cleaner on the SBS but still have the problem.  I found another comment about a registry entry for HKLM\System\CurrentControlSet\Services\USB should have the key DisableSelectiveSuspend with a value of 1, and that is the value I have.   I have verified that the proper driver is installed, even to the point of copying the driver from the XP machine to the SBS so I would have the same driver on both.   Of course the server has been rebooted several times but I still have this problem.

I need to either get the Maxtor drives so they are visible to the server or I need to replace them with a different drive.  I went to the registry editor and found several entries referencing Maxtor.  I am wondering if I should change or even delete some or all of those entries.  I do not know what I would change them to so I would probably end up deleting them.  Has anyone ever seen something like this before?  Any help would be appreciated.
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Ron MalmsteadInformation Services Manager

Commented:
...Do you have the F: mapped to anything else on the server?

The reason I ask, is that on XP thru 2003 machines... if the F drive is mapped to a network share, your USB drives will not show up until you disconnect the F: , assign it to a different letter...then unplug/replug your USB storage drive.

A usb storage drive always wants to use F first, and Windows does not automatically make it use G if F is already in use as a mapped share.....it simply fails.

That's one of my favorite Microsoft quirks...

Author

Commented:
F: was mapped to the Maxtor drives.  The day I first had this problem I unplugged one Maxtor drive after verifying that the backup had completed successfully and plugged the next day's drive in.  After plugging the next Maxtor in I wanted to view it but it was not visible.  There is no sharing on drive F: since it was simply used for backup.  I have gone to an XP machine and using Disk Management changed the drive letter to I: but still cannot see it.  I have tried both with and without my replacement drives connected.  When they are connected they are now F:.  
Ron MalmsteadInformation Services Manager

Commented:
Changing the drive letter to I: on the Xp machine will have no affect on the drive letter placement when you plug it back into the server.

....other than this replacement drive.... does the old drive still work?
Are they the same model?

Ordinarily there isn't a driver needed for usb drives, but sometimes they come with an "initialization" disk... do you have one of those with it?

Author

Commented:
The old drives work on any machine but the server.  They are not visible on the server beyond the device manager saying they cannot be started.  Any other drive I have tried on the server works, just not the Maxtor.  And it does not matter whether I have any other drive connected to the server or not, I am unable to read the Maxtor.  There is no special driver or installation required for the Maxtor since it uses the default Windows drivers.  That is why I am thinking there must be one of the registry keys that got changed, I just don't know which one.  
Ron MalmsteadInformation Services Manager

Commented:
....weird.

So i'm going to ask the obvious question now... don't shoot me.

Have you rebooted it?
I realize sometimes that's the last option since people are probably using it right now.
Ron MalmsteadInformation Services Manager
Commented:
I would unplug all USB devices, then remove ALL the USB ports in device manager, then reboot the computer, letting Windows reinstall the USB ports.  Test again.

Author

Commented:
To userx2000, thanks for the comments.  I do not mind you asking the obvious because sometimes that is overlooked, but this time I assure you I have rebooted it after almost every change and attempt.  I have never heard about Seatools but I will be checking into that when I am done with this comment.  
To JohnnyCanuck I have uninstalled all USB ports from the device manager and let Windows find them upon by a search for devices.  I have not done that by disconnecting and then rebooting because that would require an after hours reboot and a physical presence.  Since tomorrow is Saturday I may be able to take time in the afternoon to try that if nothing else works first.  
Ron MalmsteadInformation Services Manager

Commented:
I was reading about this....some of the maxtor's have firmware on the HD, ..I wonder if reformatting it possibly erased it.

Can you tell me the model please?
Commented:
The Maxtor drives are One Touch III.  I only reformatted one with a quick reformat and it still was not visible.  I did a full reformat twice and still not visible.  

Author

Commented:
After looking through the documentation I realize that the management software is not on these drives.  They were delivered 2 days after I started with this company, all of them formatted with the name "Backup" and designed to run on this server.  The company that installed them must have erased that software before they delivered it.  I will probably be trying to get it back to original tomorrow, but I really expect to find the answer somewhere in the registry .  I will probably be taking a look tomorrow and comparing entries for the Maxtor with entries for some of the other drives.  And if I choose to make any changes I will be sure to have a new backup of the registry and I will document any changes.  

Author

Commented:
I still have had no success.  Following up on my suspicion that there is a corruption or bad entry in the registry I did a search in the Registry editor for "Maxtor" and found the following entries:
HKLM\System\ControlSet001\Control\DeviceClasses\{53f56307-b6bf-11d0-94f2-00a0c91efb8b
HKLM\System\ControlSet001\Enum\IDE
HKLM\System\ControlSet001\Enum\USBSTOR
HKLM\System\ControlSet001\Services\atapi\Parameters\PioOnlyDevice
There were almost identical entries in ControlSet002 and CurrentControlSet.  The most interesting entries were found in the USBSTOR where entries existed for 5 different Maxtor drives.  The same values existed in most of the keys except 1

Maxtor-Reg.jpg

Author

Commented:
I hit the enter key before I could finish.  The key for ConfigFlags in this entry has a decimal value of 32.  For all the other Maxtor drives there is a decimal value of 0.  I have tried to change this value but I get a message "Cannot edit ConfigFlags: Error writing the value's new contents."  I have also tried deleting the entire key with no success.  I have even gone up to the Disk&Ven_Maxtor&Prod_OneTouchIII@Rev_0344 entry and tried to delete there also with no success.  Does anyone know how to change this value in the registry.  

Author

Commented:
I never found a good solution.  I ended up replacing the drives.  I thought I could use the Maxtor drives on my Terminal Server which had never had them connected and had the same problem there, visible in the device manager but not able to read them.

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