Did Norton 2010 corrupt my USB ports

[redshift]

I'm hoping one of you bright computer guys has some insight on this...

I have 2 Creative mp3 players, a Zen and a Zen V, both have worked flawlessly for around 2 years.

After updating my norton 2009, the players will not communicate with the respective media programs.

I have a V6000 presario that's about 4 years old. The first thing I did was uninstall both Norton and the Creative Media Source, then reinstalled just the Media Source. I get the prompt to connect the player to finish the install, and the PC will not see either of them.

However they both WILL still turn on and charge upon connecting.

Is it possible part of the Norton update took out a component from 2 separate programs, while leaving other usb devices' drivers intact? I tried 2 cameras, and a gamepad and they all work fine. I even went so far as to try to update the firmware in the zen, of course that was useless because the PC still won't recognize it.

On top of Norton I run Glary Utilities and Smart Defrag almost daily. This PC is as clean as they get.

I am miffed, I have 2 usb ports and they both are fine with other devices. I reinstalled the media programs at least 3 times, nothing.

The one very odd thing is that most times I tried connecting the Zen I got the USB connect/disconnect tones in rapid fire. Very strange.

This also occurred with all 4 cables I tried. Acted like there were intermittent bad connections, but again they worked with the other devices. I blew out the USB ports on the players with air too.

Both were working right up until the update. I still have not reinstalled Norton, because at this point I am putting the finger on that. I am bloody pissed about this...

Any help will be hugely appreciated!

[BrianG]

Well, the USB ports themselves are ok since other devices work. So, to me, that would mean the USB driver for those devices somehow got corruputed.

Are any of the other devices "high speed"? Have you tried transferring a file to make sure it fully works, or did you just see if the PC would recognize them? I'm thinking that maybe the USB2 driver maybe got hosed, not the specific device driver. Go into device manager and try updating the driver of the devices under "Universal Serial Bus controllers".

Or, maybe try to rollback using a previous system checkpoint.

[redshift]

Ehhhh that's where I get lost on stuff....

Closest I see to that is "Map Network Drive" under Tools on Media Source, otherwise the device has to be recognized to be able to view properties under it's 'drive' heading, right?

A full restore may be in order... I'm hoping to avoid that.

[redshift]

Yes Brian I saved a video to WMP, no issues, and that was in fact with a Creative camera.

I did get a window saying 'this device can perform faster blahblah' which I don't remember seeing ever before, but I don't think that was in regard to either Zen player.

And Norton did quarantine something, I clicked restore 'possibly bad something'
but apparently if that was it it was not recovered.

[BrianG]

Not sure what you're looking at, but assuming you are running XP:

Restore a system checkpoint:
- Go to the Help (from the start menu)
- Click "undo changes to your computer with System Restore" (on right side of wndow)
- A new window will open. Select "Restore my computer to an earlier time" and click "Next".
- The window will show a calendar of possible restore point. Pick the one that is the most recent before you started having the problem. If you go too far back, you might get rid of other stuff you don't want.
- Follow the prompts and see if it helps.


Check USB Hub drivers:
- On the my computer icon, right-click and select "manage".
- In the window that comes up, click "Device manager" on the left.
- Scroll to the bottom of the right window pane and you'll see "Universal Serial Bus Controllers"; expand that section (click the little + sign).
- Right-click the top item, select "Update Driver".
- Select one of the "yes" options and click "Next".
- Select the automatic install option, and click "Next".
- It will try to find a new drive. It may find something, it may not. When its done, click finish.
- Go to the next item and repeat the last 3 steps.

[BrianG]

Originally Posted by redshift

I did get a window saying 'this device can perform faster blahblah' which I don't remember seeing ever before, but I don't think that was in regard to either Zen player.

Ah ha! That sounds very much like the system is reverting back to USB1 speeds and your ZEN player may NEED USB2. Try the driver update thing and let me know.

Have you patched XP to service pack 3? Have you updated the Zen software to the newest versions? Norton hasn't been good in over a decade, I never pay for my anti virus anymore.

[redshift]

Ok one more thing and I gotta call it a night- I ran into this before with MS help.

Yes it is XP, Media Center Edition, Version 2002, SP3. And there is no 'manage' to click on. I go to My Computer and there is just a file listing for various drives, it's not there under View System Information, or Change A Setting. I could never find 'manage'.

So lost....

[BrianG]

OK, to get to computer management, you can open control panel -> Administrative Tools -> Computer Management.

Or, right-click My Computer -> Properties -> Hardware tab -> click Device Manager button

One of those should get you there.

[redshift]

Originally Posted by BrianG

Ah ha! That sounds very much like the system is reverting back to USB1 speeds and your ZEN player may NEED USB2. Try the driver update thing and let me know.

That did provide me a small 'aha' when I saw that, but didn't manage to make that work either. I may if I could get that message back again.

Freeze the software and firmware was all up to date, and as I said there were no issues with anything prior to this Norton Update. And also as I mentioned there is no up/downlink communication with the players.

Norton I had to do over the summer as a rescue from a severe trojan, came very close to writing this thing off, at one point I could not even get my desktop icons. There was no way for an AV download, so I had to buy the disc and do it the slow way, took several days to get it cleaned up.

But it was fine since then, other than losing my CD file-write driver, can't seem to fix that.

[redshift]

Ok guys I have some good leads and thanks for the help!

I need sleep.... but I'monna attack this tomorrow!

Sounds like the core OS USB drivers got corrupted. Try booting to your XP disc and do a "repair" option once its loaded and keep your files intact.

[redshift]

Ok its gonna be a bit of a late one- I got device manager up, what am I looking for under that?

[redshift]

I have-

standard enhanced pci to usb host
standard open hcd
USB root hub
USB root hub

[redshift]

Each of those items say "this device is working properly"

Famous last words?