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External hard drive suddenly not found in Windows 7 HP, getting "Unknown Device" error

    Question

  • I'm running Windows 7 Home Premium 64-bit on a Dell Studio 1749.  I've had this laptop since March 2010 and suddenly, tonight, I get a "Device driver software was not successfully installed/Unknown Device" error and it will no longer "see" my 1TB Western Digital My Passport USB external hard drive; it does not show in Disk Management either.  I wasn't in the middle of anything other than browsing files on the hard drive (no updates, scans, software installs, etc.).  The hard drive (and cable) work fine on my husband's Win 7 HP 64-bit laptop.  It's not the USB ports either, because other USB devices work fine in those same ports.

     

    I have tried:

    ~A different USB port, but it fails.

    ~Re-installing the driver, but it fails saying the device is unknown so Windows cannot automatically find it to install it (and I can't do it manually because.

    ~Uninstalling the device in Device Manager and rebooting, still fails.

    ~Running Windows updates, in hopes that may find a suitable driver, but it does not.

    ~I tried the installing and running the Microsoft Fix It tool for this KB: http://windows.microsoft.com/en-US/windows-vista/Tips-for-solving-problems-with-USB-devices but it failed and din't do anything I'm not already manually trying on my own.

    ~Checked C:\Windows\Minidump for any dump files for today but there are none listed.

    ~Checked C:\Windows\Temp for any files that may assist, but I'm not sure what to look for or how to read these, though there are several during the time range (@8PM) that this event occurred this evening - a few I opened in Notepad but they were empty.

    ~Tried to read TMP files located at: C:\Users\Tina\AppData\Local\Temp, but I'm not sure what to look for or how to read these, though there are several during the time range that this event occurred this evening.

    ~Rollback driver is grayed out for this device in Device Manager.

    ~Checked Event Viewer for errors - there are some, but not sure how to determine which one(s) to pinpoint.  One Warning, under Administrative Events, was: "An error was detected on device \Device\Harddisk1\DR3 during a paging operation."
    Source: Disk
    Event ID: 51

    EventData
    \Device\Harddisk1\DR3
          030080000100000000000000330004802D0100000E0000C00000000000000000000000000000000021A6F90100000000FFFFFFFF01000000580000080000000000200A1240032040000000003C000000000000000000000068AF160A80FAFFFF00000000000000001030850C80FAFFFF201A2E0C80FAFFFFE8250B00000000002800000B25E800000800000000000000000000000000000000000000000000000000000000000000

    ~Tried to read file located at C:\LocalDumps\explorer.exe.1792.dmp using WinDbg and here is what it said:

    Symbol search path is: *** Invalid ***

    ****************************************************************************

    * Symbol loading may be unreliable without a symbol search path.           *

    * Use .symfix to have the debugger choose a symbol path.                   *

    * After setting your symbol path, use .reload to refresh symbol locations. *

    ****************************************************************************

    Executable search path is: 

    Windows 7 Version 7601 (Service Pack 1) MP (4 procs) Free x64

    Product: WinNt, suite: SingleUserTS Personal

    Machine Name:

    Debug session time: Sun Dec 11 20:27:19.000 2011 (UTC - 6:00)

    System Uptime: not available

    Process Uptime: 0 days 0:03:05.000

    ................................................................

    ................................................................

    ................................................................

    .....................................

    Loading unloaded module list

    ...............................................................

    This dump file has an exception of interest stored in it.

    The stored exception information can be accessed via .ecxr.

    (700.afc): Unknown exception - code c0000374 (first/second chance not available)

    *** ERROR: Symbol file could not be found.  Defaulted to export symbols for ntdll.dll - 

    ntdll!NtWaitForSingleObject+0xa:

    00000000`7791135a c3              ret

    Device Manager shows a "Windows has stopped this device because it has reported problems. (Code 43)" under Device Status.

     

    It's obviously not the device itself, though...what else can I try, please?

     

     


    ~Tina
    Monday, December 12, 2011 3:56 AM

Answers

  • As stated above, the "Rollback Driver" option was grayed out.  I connected the hard drive this morning to attempt to further troubleshoot it and the laptop recognized it.  Not sure what was going on.

    ~Tina
    • Marked as answer by biz_kid1 Tuesday, December 13, 2011 1:15 AM
    Tuesday, December 13, 2011 1:15 AM

All replies

  • You could have got an updated driver which may not be digitaly signed and now windows refuses to take it.

    I would try to roll back the driver from the device properties in the device manager.

     

    If that doesn't work then try to find the new driver here

    http://catalog.update.microsoft.com/v7/site/Install.aspx

    go to the device properties
    details
    in the properties dropdown select "Hardware IDs"
    copy the string and do search on it

    as an exmp.
    PCI\VEN_14E4&DEV_1677&SUBSYS_01AD1028

    Monday, December 12, 2011 5:10 AM
  • As stated above, the "Rollback Driver" option was grayed out.  I connected the hard drive this morning to attempt to further troubleshoot it and the laptop recognized it.  Not sure what was going on.

    ~Tina
    • Marked as answer by biz_kid1 Tuesday, December 13, 2011 1:15 AM
    Tuesday, December 13, 2011 1:15 AM