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Error when connecting external usb drive on Windows Server 2012 -  The driver \Driver\UASPStor failed to load for the device

Posted on 2014-09-18
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Last Modified: 2016-11-23
I've been using external hard drives to backup my server for the past 6 months and recently the external USB hard drives stopped working (not recognized).

The event log reports Event ID 219 (Source: Kernel-PnP) when connecting the drive.

The device manager reports an issue with the "USB Attached SCSI (UAS) Mass Storage Device"

Device status reports: Windows cannot use this hardware device because it has been prepared for "safe removal", but it has not been removed from the computer. (Code 47)  To fix this problem, unplug this device from your computer and then plug it in again.

So far the only resolution has been to restart the server prior to running the backup job. Upon reboot the drive is detected and works fine. It's when I go to swap the drive that I have an issue with the next drive not being recognized. Whether or not I just disconnect the drive or use the Safe Removal function, the next drive will not work until I reboot.

I have attempted to update the driver (USB Attached SCSI (UAS) Mass Storage Device) but Windows Updates indicates it is current.

Driver Date: 6/21/2006
Version: 6.2.9200.16384

Server: Dell PE T320
OS: Windows Server 2012
I've installed latest bios and chipset drivers from Dell's website.


Suggestions please...
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Question by:itcok
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13 Comments
 
LVL 47

Expert Comment

by:noxcho
ID: 40331353
Try the following: in device manager uninstall all USB devices. Restart the server and let the drivers install themselves.
Are the drives using externsl power? Or is the power supplied by USB port?
0
 
LVL 92

Expert Comment

by:nobus
ID: 40334091
for connecting / disconnecting, i found safely Remove very good :   http://safelyremove.com/?pid=1
0
 
LVL 2

Accepted Solution

by:
itcok earned 0 total points
ID: 40337747
Thanks for the feedback.

I was able to trace the problem back to the Trend Micro Security Agent RealTime Scan service (v9).

For a temporary fix (waiting for official fix from Trend Micro Support), I've had to create a scheduled task to stop and restart the service (ntrtscan.exe) which will allow the drive to be successfully recognized.
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LVL 2

Author Closing Comment

by:itcok
ID: 40347420
Problem identified and resolved.
0
 

Expert Comment

by:AldebaranGroup
ID: 40447342
I just upgrade to Trend 9.0 and see the same issue when connecting a USB drive.  What was the fix besides the scheduled task to stop/start service?
0
 
LVL 1

Expert Comment

by:HeronTech
ID: 40724321
Sorry to bump this but just to add to this. I updated to Version 9 sp1 with patch B2453 applied and its still happening. Doesn't sound like Trend have rushed to fix this.

Just called Trend Micro about this. If anyone has this problem in the future ask for the hotfix build 2520. I can't find it on the website though.
0
 
LVL 2

Author Comment

by:itcok
ID: 40724984
Trend Micro support sent me a modified tmcomm.sys file which resolved my issue.

Hope this helps!
1
 
LVL 16

Expert Comment

by:Dirk Mare
ID: 40907921
Hi,

If possible do you have a case reference number that I can point them too?

We are experiencing the same problem on Trend Micro Worry Free Business V9

DirkMare
0
 

Expert Comment

by:PhaseFour
ID: 40965459
I have this problem with a client too (Server 2012 R2 Essentials with USB backup disks). I can confirm that unloading the Trend Micro Security Agent from the System tray  (which stops the RealTime scan agent service) resolves the problem.  I have placed a technical support request with Trend Micro requesting the updated tmcomm.sys or other suitable fix.

Thanks
0
 
LVL 2

Author Comment

by:itcok
ID: 40966525
My support case # was SR1-1-955716509 (Dated: 2/10/2015). Support tech provided a new tmcomm.sys file.
0
 
LVL 16

Expert Comment

by:Dirk Mare
ID: 40966931
Thank You so much. Is there no way you will be willing to share the new .sys file with us?

DirkMare
0
 
LVL 2

Author Comment

by:itcok
ID: 40972113
File attached...

I'd like to point out that this file has been updated since the original fix. I'm on SP2 now and the new file size is smaller than that which is attached.

Change the extension from txt to sys

Use at your own risk.
tmcomm_20150210_2.zip
1
 

Expert Comment

by:mvanbeek
ID: 41721088
Hi,

I have been having this problem and found this thread. I have just updated my Trend Worry Free Business Advanced v9 to SP3, and so far so good. Date on tmcomm.sys is 13 March 2015.

Will let you know what happens after it has been used for a week or more.
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