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USB Controller, DVD-ROM, and COM port does not work

Posted on 2014-01-07
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Last Modified: 2014-01-18
Hello all,

I have a interesting problem, I have 4 machines (2 XP and 2 Windows 7 boxes) that all show the same issues. The USB controller, COM ports, and DVD-ROM (or CD-ROM) all go inactive with a yellow exclamation point in the device manager. I have done the following with little success in solving the issue.

1) System restore to an earlier state (as far back as 2 months)
2) Downloaded the correct drivers and attempted to install - unable to find the hardware.
3) Uninstalled hardware and rebooted and rescan for hardware - found hardware and fell into same issue
4) rebooted several times
5) rebooted into safe mode - same issue is found


Only way I have found to resolve issue is reload windows, however this is not the solution I need to pursue. This issue is growing and I need to find out why this issue is growing among our clients.

Here is what has happened to cause the issue

Gone from Kaseya MSP software to LabTech
Gone from Kaspersky Anti-Virus to Vipre Anti-Virus

After 30 Computers moved 4 has showed same issue. Some after a few hours others after a week. No common time frame.

I am begging for help. Below is a screen shot of the issue I am seeing.  

Any Help is highly appreciated. Thank you!

Jason
1.jpg
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Question by:Robert Wiggs
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14 Comments
 
LVL 6

Expert Comment

by:Aditya Arora
ID: 39764197
Hello,

Try  ccleaner. It a good tool. you can use it cleaner and tool(uninstall). hope it may help you some way.

also check by removing the antivirus also.
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Author Comment

by:Robert Wiggs
ID: 39764210
I ran ccleaner (however found several registry and other issues) and it did not resolve the issue. I also did the following recommendations from kaseya:

http://support.kaspersky.com/us/9241

http://forum.kaspersky.com/index.php? howtopic=252590&st=0&p=1961004&#entry1961004


http://community.kaseya.com/mobile/Places/Application/Content/19052?applicationId=142&applicationType=forum

Please advise.
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LVL 6

Expert Comment

by:Aditya Arora
ID: 39764218
have to try by removing Vipre Anti-Virus
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Author Comment

by:Robert Wiggs
ID: 39764225
I have and the problem remains.
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LVL 6

Expert Comment

by:Aditya Arora
ID: 39764280
try to install motherboard chip set driver.
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Author Comment

by:Robert Wiggs
ID: 39764307
I uninstalled the Intel(R) HM67 Express Chipset Family LPC Interface Controller - 1C4B.

I rebooted and it reinstalled the chipset without issue, however, the other original issues remained.
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Expert Comment

by:Aditya Arora
ID: 39764316
Then its better to reinstall.
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Author Comment

by:Robert Wiggs
ID: 39764355
Ya that is the simplistic solution, however some of the machines have legacy software. I'm hoping someone may have an idea that will work.
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LVL 6

Expert Comment

by:Aditya Arora
ID: 39764364
Yes this is the simplest way, according to my knowledge you have trouble shoot almost every thing which need to be look.
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LVL 91

Expert Comment

by:nobus
ID: 39764477
since these are the cause :
---------------
Here is what has happened to cause the issue

Gone from Kaseya MSP software to LabTech
Gone from Kaspersky Anti-Virus to Vipre Anti-Virus
---------------
i would suggest testing on a couple of pc's with only labtech soft; then trya free AV, like EVG or avast, to check if the problem returns
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LVL 23

Expert Comment

by:Danny Child
ID: 39775513
Have you reinstalled SP1 and/or Windows Update - taking all Optional updates too?  

Can you also try an *older* version of the chipset driver?
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LVL 91

Expert Comment

by:nobus
ID: 39775873
sorry for the the typo above ; like EVG  should read AVG
how is it going usmcmem ??
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Accepted Solution

by:
Robert Wiggs earned 0 total points
ID: 39776828
The problem was resolved. had to find the specific drivers for those chipsets. (Called Dell) and manually install them.

Thanks you for your help and support on this issue.
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Author Closing Comment

by:Robert Wiggs
ID: 39790458
Microsoft and Dell support helped resolve this issue. However, reformatting will be the quickest and easiest. But for future knowledge, I know how to fix it.
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