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Windows 7: BSOD when connecting Kindle

23 Sep 2014   #1
murron

Windows 7 Home Premium 32bit SP1
 
 
BSOD when connecting Kindle

I am not sure what is causing the issue but I cannot get my first generation Kindle Paperwhite to work on any of my USB ports. All other USB devices connect fine, but once I plug in the Paperwhite, BSOD 0x0000007E appears - sometimes even on ejection. Please help!


My System SpecsSystem Spec
.
23 Sep 2014   #2
Golden
Microsoft MVP

Windows 7 Ult. x64
 
 

Additional information is required.

1. Download the DM Log Collector application to your desktop by clicking the link below

DM Log Collector.exe

2. Run it by double-clicking the icon on your desktop, and follow the prompts.
3. Locate the .ZIP file that is created on your desktop, and upload it here in your next reply.

My System SpecsSystem Spec
23 Sep 2014   #3
murron

Windows 7 Home Premium 32bit SP1
 
 

Thanks. I have attached the log files.
My System SpecsSystem Spec
.

23 Sep 2014   #4
Golden
Microsoft MVP

Windows 7 Ult. x64
 
 

Code:
*******************************************************************************
*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *
*******************************************************************************

Use !analyze -v to get detailed debugging information.

BugCheck 1000007E, {ffffffffc0000005, fffff8800100e079, fffff880039bc9e8, fffff880039bc240}

*** WARNING: Unable to verify timestamp for MfeEpePc.sys
*** ERROR: Module load completed but symbols could not be loaded for MfeEpePc.sys
Probably caused by : partmgr.sys ( partmgr!PmGlobalDispatch+69 )

Followup: MachineOwner
---------
You have a few things going on here. Is this a personal or work machine?
My System SpecsSystem Spec
23 Sep 2014   #5
murron

Windows 7 Home Premium 32bit SP1
 
 

Oh dear. What things? It's a personal laptop.
My System SpecsSystem Spec
23 Sep 2014   #6
Golden
Microsoft MVP

Windows 7 Ult. x64
 
 

OK. Do you following please: (keep Kindle unplugged)

1. Completely uninstall McAfee EndPoint Security and replace it with free MSE.
2. Update Windows fully....report what updates required installing

Reboot and now plug Kindle into a USB2.0 port, report back.
My System SpecsSystem Spec
23 Sep 2014   #7
murron

Windows 7 Home Premium 32bit SP1
 
 

How do I uninstall McAfee EndPoint Security? It's not listed among the programs that could be removed.
Also, I have Kaspersky Internet Security installed since I bought the laptop - would I still be needing MSE?
My System SpecsSystem Spec
23 Sep 2014   #8
Golden
Microsoft MVP

Windows 7 Ult. x64
 
 

Code:
McAfee Endpoint Encryption Agent	McAfee Endpoint Encryption Agent	Running	Auto	Own Process	"c:\program files\hewlett-packard\drive encryption\eeagent\mfeepehost.exe"	Normal	LocalSystem	0
This is the McAfee entry - find the uninstall option for it. Leave Kaspersky installed but do NOT install MSE.
My System SpecsSystem Spec
23 Sep 2014   #9
murron

Windows 7 Home Premium 32bit SP1
 
 

I did not find an option to uninstall, but I managed to disable and stop it through services.msc. (There were no Windows updates to install at that point.) It did not solve the problem, but I was at least able to access my Kindle when booting into Safe Mode. I haven't disconnected it after restart and it's still accessible - I fear another BSOD should I choose Safely remove. So, is this a USB port or driver problem then?
My System SpecsSystem Spec
23 Sep 2014   #10
Golden
Microsoft MVP

Windows 7 Ult. x64
 
 

At this point I can't be sure.....the BSOD doesn't specifically point to a USB driver issue at this stage. The latest BSOD specifically points to McAfee, and partmgr.sys which is a Windows system driver.

Try this :

1. Click Start
2. In the search box, type cmd
3. In the list that appears, right-click on cmd.exe and choose Run as administrator
4. In the command window that opens, type sfc /scannow and hit enter.

Report the output from the command window once it finishes.

Code:
fffff880`039af160  fffff8a0`0635b400
fffff880`039af168  fffff880`039af190
fffff880`039af170  fffff880`039af180
fffff880`039af178  fffff880`0218cc0eUnable to load image \SystemRoot\system32\DRIVERS\klif.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for klif.sys
*** ERROR: Module load completed but symbols could not be loaded for klif.sys
 klif+0x97c0e
fffff880`039af180  00000000`00000000
fffff880`039af188  00000000`0000000c
fffff880`039af190  00000001`00060000
The second from last BSOD actually identifies Kaspersky (klif.sys) as an issue too....you might try replacing that with MSE now.

Code:
fffff880`039ae0a8  fffff880`0479627c USBPORT!USBPORTSVC_LogEntry+0x2c
fffff880`039ae0b0  fffff8a0`059d720c
fffff880`039ae0b8  fffff800`4df01b1d
fffff880`039ae0c0  00000000`00000000
fffff880`039ae0c8  fffff880`04c7d3be usbehci!EHCI_iEnableAsyncList+0x172
fffff880`039ae0d0  00000000`00008000
fffff880`039ae0d8  fffff880`04c78f14 usbehci!EHCI_DisablePeriodicList+0x118
fffff880`039ae0e0  00000000`0000000c
fffff880`039ae0e8  fffff800`03539670 nt!IopMountVolume
fffff880`039ae0f0  fffff880`01c0c864Unable to load image \SystemRoot\System32\Drivers\MfeEpeOpal.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for MfeEpeOpal.sys
*** ERROR: Module load completed but symbols could not be loaded for MfeEpeOpal.sys
 MfeEpeOpal+0xc864
fffff880`039ae0f8  fffff880`017e9000 partmgr!PmUpdatePartitionsFixed <PERF> (partmgr+0x0)
fffff880`039ae100  fffff880`017f2000 partmgr!WPP_MAIN_CB <PERF> (partmgr+0x9000)
fffff880`039ae108  fffff880`01a11000 Fs_Rec
fffff880`039ae110  fffff880`01a15090 Fs_Rec+0x4090
fffff880`039ae118  fffff880`01a11000 Fs_Rec
fffff880`039ae120  fffff880`01a150fc Fs_Rec+0x40fc
fffff880`039ae128  fffff880`01a11000 Fs_Rec
fffff880`039ae130  fffff880`01a15060 Fs_Rec+0x4060
fffff880`039ae138  fffff800`03259000 nt!KiSelectNextThread <PERF> (nt+0x0)
fffff880`039ae140  fffff800`034ebef4 nt!BBTBuffer <PERF> (nt+0x292ef4)
fffff880`039ae148  fffff800`03259000 nt!KiSelectNextThread <PERF> (nt+0x0)
fffff880`039ae150  fffff800`034fd45c nt!BBTBuffer <PERF> (nt+0x2a445c)
fffff880`039ae158  fffff880`019ba000Unable to load image \SystemRoot\System32\Drivers\MfeEpePc.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for MfeEpePc.sys
*** ERROR: Module load completed but symbols could not be loaded for MfeEpePc.sys
 MfeEpePc
fffff880`039ae160  fffff880`019dd77c MfeEpePc+0x2377c
fffff880`039ae168  fffff880`019ba000 MfeEpePc
fffff880`039ae170  fffff880`019dd788 MfeEpePc+0x23788
fffff880`039ae178  fffff880`019ba000 MfeEpePc
fffff880`039ae180  fffff880`019dcf84 MfeEpePc+0x22f84
fffff880`039ae188  fffff880`019ba000 MfeEpePc
fffff880`039ae190  fffff880`019dd1b8 MfeEpePc+0x231b8
fffff880`039ae198  fffff880`019ba000 MfeEpePc
fffff880`039ae1a0  fffff880`019dd1e8 MfeEpePc+0x231e8
fffff880`039ae1a8  fffff880`01c00000 MfeEpeOpal
fffff880`039ae1b0  fffff880`01c15b00 MfeEpeOpal+0x15b00
fffff880`039ae1b8  fffff880`039ae9e8
fffff880`039ae1c0  fffff880`017ea07a partmgr!PmGlobalDispatch+0x6a
fffff880`039ae1c8  00000000`00000000
fffff880`039ae1d0  fffff880`039ae8b0
Notice the bold red usb entry....thats suggestive of a USB driver issue, but I still suspect its related to McAfee (the red entry). You need to find a way to uninstall mcAfee completely....look in the HP menu.
My System SpecsSystem Spec
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 BSOD when connecting Kindle




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