Solved BSOD when connecting Kindle

[murron]

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!

 

[Golden]

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.

 

[murron]

Thanks. I have attached the log files.

 

[Golden]

*******************************************************************************
*                                                                             *
*                        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?

 

[murron]

Oh dear. What things? :shock: It's a personal laptop.

 

[Golden]

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.

 

[murron]

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?

 

[Golden]

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.

 

[murron]

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?

 

[Golden]

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.

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 [B][COLOR="Red"]klif.sys[/COLOR][/B]
*** 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.

fffff880`039ae0a8  fffff880`0479627c USBPORT!USBPORTSVC_LogEntry+0x2c
fffff880`039ae0b0  fffff8a0`059d720c
fffff880`039ae0b8  fffff800`4df01b1d
fffff880`039ae0c0  00000000`00000000
fffff880`039ae0c8  fffff880`04c7d3be [COLOR="Red"][B]usbehci[/B][/COLOR]!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 [COLOR="red"]MfeEpeOpal.sys[/COLOR]
 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.

 

[murron]

I ran the test, please see the attachment.

Apparently McAfee is a part of HP Tools, so sadly there is no way it could be uninstalled on its own.

 

[Golden]

Apparently McAfee is a part of HP Tools, so sadly there is no way it could be uninstalled on its own.

You could consider what is known as an OEM clean install - you end up with a lighter system without the bloat. If there is no other way to remove McAfee, then I'm afraid its the only choice you have

Read more here:
http://www.sevenforums.com/tutorials/219487-clean-reinstall-factory-oem-windows-7-a.html

 

[murron]

In the end, I managed to remove McAfee. It turned out that during an update, HP Tools updated itself and installed some bloatware I have previously removed. I uninstalled these and now everything's back to normal. *phew* Thank you so much for your help, Golden! I would never have gotten this far were it not for you.
Are there any measures or scans to do at this point to see all is fine and dandy?

 

[Golden]

No, nothing else is required