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Win 7 x64 Laptop unable to see any USB Thumb or Passport Drives

Posted on 2016-08-03
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Last Modified: 2016-09-03
Hi all,

Have a Win7 x64 Clevo N240JU laptop which refuses to work with any USB drives (USB 2 or 3). The drives work fine on other computers.

As you'll see from the screen caps. The usb device appears in Device Manager but with the error "This device cannot start. (Code 10)".

What I've tried:
Use USB 2 and the USB3 port on the laptop
Removed all USB Controllers and Mass Storage Devices and let Win reinstall them
Removed all USB Controllers and Mass Storage Devices and reinstalled using Intel Update utility, which manually downloaded the drivers for me.
Tried to look for a BIOS update but there is none.
Also tried the MS USB fix tool - https://support.microsoft.com/en-gb/help/17614/automatically-diagnose-and-fix-windows-usb-problems
Also tired this but the keys don't exist
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Class\{36FC9E60-C465-11CF-8056-444553540000}
Delete UpperFilters and/or LowerFilters


This is the drive list page for the laptop - Worth a reinstall of the Chipset or is that not related?
http://www.clevo.com/en/e-services/download/ftpOut.asp?Lmodel=N2xxJU<ype=9&submit=+GO+ 

One other strange thing is the driver details for the Kingston Thumb Drive (see image cap) show the Intel Rapid Storage Driver, could this be messing with things?

I'm really struggling to see where the issue is here, weather it's the USB inf files in Windows or the USB Controller Drivers itself.

Hope you can help, these were ment to be built and shipped to the client today!

Thanks.

Leigh.
BW---Clevo-Eco---USB3-Driver.png
BW---Clevo-Eco-USB-Issue---Driver-sc.png
Clevo-Eco-USB-Issue.png
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Question by:ProtecIT
17 Comments
 

Author Comment

by:ProtecIT
ID: 41740860
Also, just to confirm it doesn't see the drive in Disk Manager, I guess it's not loading in that far.
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LVL 22

Expert Comment

by:Nick Rhode
ID: 41740893
One thing you can do is power off the laptop, unplug the power and pull the battery for a few minutes.  Put the battery back in and plug and fire it up.  There is a PnP chip that sometimes is either faulty or needs its cache to be cleared.
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Author Comment

by:ProtecIT
ID: 41740901
Thank you, will try now and report back.
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LVL 10

Expert Comment

by:ecarbone
ID: 41740903
I would definitely reinstall the chipset since the usb controllers are embedded.

Also, is it possible the usb ports are locked down by security software or a group policy?

- create a local user account and make it a member of the administrators group. reboot. log in as the local user. does usb work?

- reboot in safe mode or selective startup mode (disable all non-microsoft services and startup items). does usb work in this scenario?
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LVL 46

Expert Comment

by:noxcho
ID: 41740906
Have you tried it with powered USB hub?
Another way to check where the problem is - boot the machine from a Windows installation media or any linux winpe based media and check of the usb stick or drive is seen. This way you can know of the problem is in Windows or in hardware.
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Author Comment

by:ProtecIT
ID: 41740910
Thank you, all good suggestions. Will try now.
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Author Comment

by:ProtecIT
ID: 41740954
Update:

Tried the following

Leaving the battery out for 20 minutes (same issue on 3 laptops BTW)
Safe mode
Safe mode "Selective startup" + Disabled all service bar the Windows ones
Boot to Live Boot CD, errors out with the attached screen cap
Installed the Chipset driver from the Clevo site (it stated it was downgrading it)

I've found this forum post but unfortunatly it doesn't say how to resolve the issue.
http://forum.notebookreview.com/threads/dont-install-intel-usb-3-0-extensible-host-controller-driver-when-you-want-use-external-devices-on-your-usb-2-0-port.673625/ 

Stumped!
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Author Comment

by:ProtecIT
ID: 41740958
Going to try  sfc /scannow in CMD to see if it's Windows at fault and not the USB Controller Driver.
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Author Comment

by:ProtecIT
ID: 41740965
sfc /scannow didn't find any issues.
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LVL 46

Expert Comment

by:noxcho
ID: 41741002
H...s Boot CD is a banned boot media here. Boot from Windows installation media and see if your USB Drive or stick is detected. Do you have a powered USB hub to try it with? Something the USB ports do not provide enough power to power up storage devices. And this could cause the problem.
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LVL 80

Expert Comment

by:David Johnson, CD, MVP
ID: 41741006
Samsung and Intel are two different companies
Samsung != Intel This is probably your problem
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Author Comment

by:ProtecIT
ID: 41741008
Thanks for the heads up Noxcho ;)

I don't have a powered USB hub to hand but will try and find out.

Laptop is on mains power and has 1 x USB 2 and 2 x USB 3 ports. I assumed the USB3 ports would provide enough power?

The laptops successfully sees the USB stick at Bios level when going into the boot menu.

Will try the Win installer from DVD then see if that can see the USB flash drive.
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Author Comment

by:ProtecIT
ID: 41741013
David Johnson -

Is it trying to load some sort of Samsung driver (Rapid Storage) when the usb drive is connected.

The chipset is Intel and the SSD is Samsung.

Maybe uninstall the Intel Rapid Storage software and install Samsung Magician?

Do you have an recommendations?
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Author Comment

by:ProtecIT
ID: 41741017
Update: Connecting a USB external DVD drive (has 2 cables, I assume one for power and one for communicating) pops up just fine.
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Author Comment

by:ProtecIT
ID: 41741028
Removed Intel Rapid Storage software, it rebooted twice. Still the same USB problem :(
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Accepted Solution

by:
ProtecIT earned 0 total points
ID: 41741038
FIXED!!!!!!!!!! :) :) :)

Installed Samsung Magician for the SSD and disabled "Rapid mode", reboot. Fixed! :)

Cheers everyone!
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