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bryan.dickerson

USB Issues on Windows 7-64bit

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USB Mouse can't be used. I can hear the sound that indicates a USB device has been plugged in when the mouse is plugged in, but the mouse can't ever be used. I can also hear the sound that indicates the USB device has been removed.

Also I have a Galaxy S5 Active that keeps saying "MTP USB device -- driver installation failed."

I have no idea if these are related, but it seems that they might be.

 

Operating system:Windows 7 Home Premium (64 bit) Service Pack 1

System root: C:windows

Available physical memory: 3891 MB

CPU: Intel® Core i3 CPU M 380 @ 2.53GHz

Drive Info:

C: 582.67 GB

Internet Explorer: 11.0

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"the second answer"--the one about using device manager?  Oh, yea, forgot to mention that I can't seem to get it to display anything.  Every time I open it, the window just sits there blank. No progress bar, nothing.... and never comes back.

 

I apologize in advance if it seems that I'm being stubborn or sarcastic, I'm just really frustrated.  I've tried the MS Fixit programs, too, as they have worked in the past, but this time they don't seem to find anything wrong.

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No problems. :)
Does Windows update work? Or does it show an error message? And what error code?
Try these operations:



Download and run System Update Readiness Tool for Windows 7 for x64-based Systems (KB947821) [October 2014]
From an elevated command prompt, launch (Windows installation cd could be necessary):
sfc /scannow

Wait till it finishes (15-50 minutes).
If the final result is equal to Windows Resource Protection did not find any integrity violations or equal to Windows Resource Protection found corrupt files and successfully repaired them. Details are included in the CBS.Log %WinDir%\Logs\CBS\CBS.log, launch this command:

copy %SYSTEMROOT%\Logs\CBS\CheckSUR.log %userprofile%\desktop\CheckSUR.txt

After it, you should find checkSUR.txt on your desktop: post it here.



Instead if the final result of the SFC TOOL is equal to Windows Resource Protection found corrupt files but was unable to fix some of them. Details are included in the CBS.Log %WinDir%\Logs\CBS\CBS.log, launch both the previous command in the code above AND also this command:
copy %SYSTEMROOT%\logs\cbs\cbs.log %userprofile%\desktop\cbs.txt && findstr /c:"[SR]" %userprofile%\desktop\cbs.txt > %userprofile%\desktop\SR.txt

After those two commands, you should find three files on your desktop: checkSUR.txt, cbs.txt and SR.txt: post here the checkSUR.txt and the sr.txt.
If the last command won't work, try these (one by one):

copy %SYSTEMROOT%\logs\cbs\cbs.log %userprofile%\desktop\cbs.txt
findstr /c:"[SR]" %userprofile%\desktop\cbs.txt > %userprofile%\desktop\SR.txt








How to run an elevated command prompt for Windows vista/seven users
One of these three methods:
- click start, all programs, accessories, right-click the command prompt in the list and click run as administrator, click yes on the user account control window that should appear
- click start, type cmd in the searchbox, right-click the cmd in the list of results and click run as administrator, click yes on the user account control window that should appear
- click start, type cmd in the searchbox, press and keep pressed ctrl + shift Keys on your keyboard, then press enter, click yes on the user account control window that should appear

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It finished and with the message: "Windows Resource Protection did not find any integrity violations"

This is the contents of the CheckSUR.log:

 

 
=================================
Checking System Update Readiness.
Binary Version 6.1.7601.22471
Package Version 26.0
2015-01-04 20:00
 
Checking Windows Servicing Packages
 
Checking Package Manifests and Catalogs
 
Checking Package Watchlist
 
Checking Component Watchlist
 
Checking Packages
 
Checking Component Store
 
Summary:
Seconds executed: 2764
 No errors detected

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Did your USB mouse ever work? Specifically, did it work before you tried to load those new Galaxy S5 drivers? If so, you need to delete all references in device manager (and software) related to the Galaxy S5, then delete your usb mouse reference in device manager, then reboot and see if your mouse works.

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The USB mouse worked at some point.  The laptop is about 4 years old, but the Galaxy S5 has never worked. I had a Galaxy S3 that worked before that, but in the 4-5 months that I've had the GS5, it hasn't worked at all.

 

And I'm not sure when the Device Manager window started going blank as I haven't needed to use it in a while, but since it's blank (as I noted above) I can't remove anything related to hardware drivers and re-install them.

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Start your computer in safe mode and check if device manager works.

Try xilolee's suggestion and if you still can't access your device manager, try accessing the "devices and printers" view to see if you can do the uninstalls from there. However, if none of these recent suggestions work, a vital service may have stopped. Which one? Who knows? My guess would be your blue-tooth service has stopped, and if the S5 requires blue-tooth, that may explain why you are encountering all these issues. Good luck.

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Ok, a bit of clarification: the phone and laptop are not mine, but my oldest son's (I'm the main tech support for my family's laptops and other techy devices). I posted them as "mine" 'cause I was hoping I could get the issues fixed before he left to return to college, but alas, it was not meant to be. My son is not a "techy", so I'm going to have to accumulate your ideas and forward them to him. I told him that he needs to find someone who is a 'computer ninja' (not that I am really, but I've dealt with them long enough to know how to do things) and I will send some of these things to said friend who will be my surrogate at school.

 

So he's begun the search for a friend who can do these things on my behalf.  No word back yet, but I will post the results when I have them back.

 

BTW, he's never connected (that I know of) his phone to his laptop via Bluetooth--I don't know that he can or knows that he can, but it's always been via USB cable--it's just what I've instructed him and he's learned over time.  So Bluetooth is not the issue--the USB ports are.

 

Oh, and thanks for all your help! I do appreciate it!

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Another thing you could try is to run devmgmt.msc from start- searchbox, start-run or from a command prompt (especially if it is an elevated one).

When I search for it in the registry, I find 10 lines (and other four not relevant), all of them containing the same type of value REG_EXPAND_SZ, and the same value %SystemRoot%\system32\mmc.exe %SystemRoot%\system32\devmgmt.msc

I exported them in the following reg file.

Note that I'm using Windows 8.1 x64, I'm not using Windows 7!!!

Hence, you/him could check the same values in another Windows 7 system.

 

 

 

Windows Registry Editor Version 5.00


[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Classes\CLSID\{74246bfc-4c96-11d0-abef-0020af6b0b7a}\Shell\RunAs\Command]
""=hex(2):25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,6d,00,6d,00,63,00,2e,00,65,00,78,00,65,00,20,00,25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,64,00,65,00,76,00,6d,00,67,00,6d,00,74,00,2e,00,6d,00,73,00,63,00,00,00

[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Classes\CLSID\{74246bfc-4c96-11d0-abef-0020af6b0b7a}\Shell\Open\Command]
""=hex(2):25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,6d,00,6d,00,63,00,2e,00,65,00,78,00,65,00,20,00,25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,64,00,65,00,76,00,6d,00,67,00,6d,00,74,00,2e,00,6d,00,73,00,63,00,00,00

[HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Wow6432Node\CLSID\{74246bfc-4c96-11d0-abef-0020af6b0b7a}\Shell\RunAs\Command]
""=hex(2):25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,6d,00,6d,00,63,00,2e,00,65,00,78,00,65,00,20,00,25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,64,00,65,00,76,00,6d,00,67,00,6d,00,74,00,2e,00,6d,00,73,00,63,00,00,00

[HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Wow6432Node\CLSID\{74246bfc-4c96-11d0-abef-0020af6b0b7a}\Shell\Open\Command]
""=hex(2):25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,6d,00,6d,00,63,00,2e,00,65,00,78,00,65,00,20,00,25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,64,00,65,00,76,00,6d,00,67,00,6d,00,74,00,2e,00,6d,00,73,00,63,00,00,00

[HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{74246bfc-4c96-11d0-abef-0020af6b0b7a}\Shell\RunAs\Command]
""=hex(2):25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,6d,00,6d,00,63,00,2e,00,65,00,78,00,65,00,20,00,25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,64,00,65,00,76,00,6d,00,67,00,6d,00,74,00,2e,00,6d,00,73,00,63,00,00,00

[HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{74246bfc-4c96-11d0-abef-0020af6b0b7a}\Shell\Open\Command]
""=hex(2):25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,6d,00,6d,00,63,00,2e,00,65,00,78,00,65,00,20,00,25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,64,00,65,00,76,00,6d,00,67,00,6d,00,74,00,2e,00,6d,00,73,00,63,00,00,00

[HKEY_CLASSES_ROOT\Wow6432Node\CLSID\{74246bfc-4c96-11d0-abef-0020af6b0b7a}\Shell\RunAs\Command]
""=hex(2):25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,6d,00,6d,00,63,00,2e,00,65,00,78,00,65,00,20,00,25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,64,00,65,00,76,00,6d,00,67,00,6d,00,74,00,2e,00,6d,00,73,00,63,00,00,00

[HKEY_CLASSES_ROOT\Wow6432Node\CLSID\{74246bfc-4c96-11d0-abef-0020af6b0b7a}\Shell\Open\Command]
""=hex(2):25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,6d,00,6d,00,63,00,2e,00,65,00,78,00,65,00,20,00,25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,64,00,65,00,76,00,6d,00,67,00,6d,00,74,00,2e,00,6d,00,73,00,63,00,00,00

[HKEY_CLASSES_ROOT\CLSID\{74246bfc-4c96-11d0-abef-0020af6b0b7a}\Shell\RunAs\Command]
""=hex(2):25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,6d,00,6d,00,63,00,2e,00,65,00,78,00,65,00,20,00,25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,64,00,65,00,76,00,6d,00,67,00,6d,00,74,00,2e,00,6d,00,73,00,63,00,00,00

[HKEY_CLASSES_ROOT\CLSID\{74246bfc-4c96-11d0-abef-0020af6b0b7a}\Shell\Open\Command]
""=hex(2):25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,6d,00,6d,00,63,00,2e,00,65,00,78,00,65,00,20,00,25,00,53,00,79,00,73,00,74,00,65,00,6d,00,52,00,6f,00,6f,00,74,00,25,00,5c,00,73,00,79,00,73,00,74,00,65,00,6d,00,33,00,32,00,5c,00,64,00,65,00,76,00,6d,00,67,00,6d,00,74,00,2e,00,6d,00,73,00,63,00,00,00

 

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Any vital service that has failed to start may cause your device manager screen to go blank. I just mentioned blue-tooth because that is a common cause of your issue. I had no idea what your son uses so I threw that out for your consideration. BTW, if I had that rig in front of me I could fix it in two minutes; however, it is very difficult to troubleshoot someone else's problems from afar so good luck with your issue.

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