Enable test mode to solve USB problems?

[CrabbyRightNow]

My HP notebook computer suddenly lost function in all 4 usb ports (3 are usb3 and the usb2 disappeared entirely out of device manager). After trying to fix it myself and working for 2 hours with HP tech support, they still don't work. It's out of warranty so took to local repair shop. They say files are corrupted and it needs a clean install of Windows 7. I am an old, crabby woman living in the winter in Florida. All my software is in Michigan so I really don't want to do a clean install right now and lose all my software until I drive back up north in May. (No, my house in MI is locked up tight and there is no one who can get into my house with the snow they have been getting.) Tech guy said maybe a workaround would be to press F8 and enable test mode so the USB drivers would work. He said he would try it and call back. He hasn't called back, so who knows if it will work. Will it? If not, anyone have a better idea short of reinstalling windows? Would upgrading to windows 8 get my computer to recognize the drivers?

 

[Gator]

Not sure how we escalated from USB ports not working to needing a new install because of file corruption. Thats quite a leap.

 

[CrabbyRightNow]

What do you think?

How would you solve it? I tried all the usual stuff like taking out the battery, uninstalling drivers in device manager, etc. The tech guy says its not a hardware issue.

 

[Slartybart]

Try OPTION TWO of http://www.sevenforums.com/tutorials/1538-sfc-scannow-command-system-file-checker.html

Copy C:\Windows\Logs\CBS\CBS.log to your Desktop (it is a protected file so you cannot attach the original)

Attach the copy of the entire CBS.log to a new post.

Thanks

---

After seeing that output, I'd probably want to see a screen shot of the affected devices in Device Mgr.

Do you have a fair sense of getting around Windows? Some of the things I'll suggest can get a bit technical.

 

[CrabbyRightNow]

My computer is still in the shop. I probably will pick it up tomorrow and then can post the log info. I think I can get around Windows okay, although I'm not a computer geek by any means.

I think I did run the system file checker and it didn't help. Will try it again when i get the computer back.

 

[Gator]

How would you solve it? I tried all the usual stuff like taking out the battery, uninstalling drivers in device manager, etc. The tech guy says its not a hardware issue.

I'm not saying I know the answer, we need you to have the PC and run some tests. In other words, we need more information. I just think bringing a PC into a shop for USB problems and telling you its file corruption needing new install is kind of a long leap. Maybe I'm wrong but I would think other things could/would be tried before telling you we need to start over.

 

[TVeblen]

Ask the guys in the shop to try running Ubuntu or any other Linux distro on it. This way they can check to see if the USB ports are recognized in another operating system. If they are then you know it is a problem with Windows. If they are not it is a hardware problem.

Ubuntu can be run from a USB stick without installing it on the hard drive, so it is a great, temporary tool to use in cases like yours.

 

[thebodger]

If it is a hardware issue , you won't boot Ubunto from the USB port.

 

[CrabbyRightNow]

How do you use a usb stick when the usb ports don't work?

 

[TVeblen]

How do you use a usb stick when the usb ports don't work?

Magic?

Sorry. They can use a CD if it has an optical drive.

 

[CrabbyRightNow]

Yes. The drive works. I have a feeling they already tried that. The tech said they worked on it for hours into the night yesterday. Had to be doing something.

 

[TVeblen]

Well, that's a definitive test. If the ports don't work in either operating system then it is a hardware problem. End of story.

 

[Slartybart]

Your login mesmerizes me for some reason ....
I keep waiting for the mood to change from CrabbyRightNow to FeelingBetterThanIDidAMomentAgo
- it's just me, I'm sure.

Welcome to SevenForums.

My computer is still in the shop. I probably will pick it up tomorrow and then can post the log info. I think I can get around Windows okay, although I'm not a computer geek by any means.

I think I did run the system file checker and it didn't help. Will try it again when i get the computer back.

Ok thanks - the log is located in C:\Windows\Logs\CBS and it's named CBS.log.
If it's recent, the past week or so, you can just post that one, no need to rerun the scan.

Create a compressed folder (ZIP) on your desktop and copy the CBS.log to that zip folder.
See: http://www.sevenforums.com/tutorials/9733-screenshots-files-upload-post-seven-forums.html

If the CBS.log file is older than before the ports stopped working, please run another SFC scan.

When did this issue begin, was any new hardware installed around that time?

How do you use a usb stick when the usb ports don't work?

and you said you weren't a computer geek - ha!
Geek or not, you're smart enough to run SFC and figure out you need a working USB port to use a thumbdrive.

Bill
.

 

[thebodger]

+1 TVeblen
Good call on the ubunto idea.
Simple way to know if windows or hardware issue.
I'm gonna remember that idea if I ever run into something similar myself.

 

[CrabbyRightNow]

Log and screen shot

Here is the log file after running SFC/SCANNOW. It says files are corrupted and could not be repaired. I also attached a screen shot of the device manager. My computer has 3 usb3 ports and 1 usb2 port.
The last thing I did before my ports went bad was to install a Logitech wireless keyboard that I got for Christmas so I could stream movies over the internet onto my television through an HDMI cable. It worked okay when I hooked it up, but the next day my usb ports were gone.
The next-to the-last thing I did to my computer was to download a bunch of stuff to put android on my HP Touchpad, which ordinarily runs WebOS. In the process of doing this, I inadvertantly downloaded some advertising nagware, which required me to download more stuff to get rid of it. All that seemed to work okay. The usb ports were working fine until a week or two later when I installed the wireless keyboard (on a USB3 which apparently can cause some kind of problem, although not the one I am having, I don't think).e

When I picked my notebook up today, the computer tech once again said the problem was corrupt files, not hardware. I asked if he had tried running it on another OS. He said he hadn't because it would have required him to install it on my computer (I didn't ask him why he didn't boot it from a disk). Anyway, he is convinced the only solution is a clean install of Windows7.

The scan did say corrupt files, so maybe he is right.

 

[Gator]

I will give a holler to Noel to see if he can analyze this log and provide a fix for you. Hang tight, sometimes hes very busy but hes very good.

 

[CrabbyRightNow]

Thanks. I hope this does not require that I get into the bios because this computer will only let you change the boot order. That's as far as you can get. Someone else was complaining about this in another forum.
Gator, do you live in Ft. Myers? I'm in Cape Coral.

 

[Gator]

Yes I am

Small world huh?

No I believe Noel will give you a file that you will simply run in some way. He will be around sometime either tonight or tomorrow I would assume. He's the best at reading and providing a fix on sfc scans as well as many other things.

Which PC shop did you go to here?

 

[CrabbyRightNow]

I went to Creative Computer Solutions on Coronado Pkwy in south Cape Coral.

 

[Slartybart]

I took a quick look at the SFC output - it complained about mapi32.ddl having a hash mismatch and the version is also corrupt in the store.

2015-01-10 22:41:43, Info                  CSI    000002af [SR] Verifying 100 (0x0000000000000064) components
2015-01-10 22:41:43, Info                  CSI    000002b0 [SR] Beginning Verify and Repair transaction
2015-01-10 22:41:51, Info                  CSI    000002b2 [SR] Cannot repair member file [l:20{10}]"mapi32.dll" of Microsoft-Windows-Mapi, Version = 6.1.7601.17514, pA = PROCESSOR_ARCHITECTURE_INTEL (0), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2015-01-10 22:41:51, Info                  CSI    000002b4 [SR] Cannot repair member file [l:20{10}]"mapi32.dll" of Microsoft-Windows-Mapi, Version = 6.1.7601.17514, pA = PROCESSOR_ARCHITECTURE_INTEL (0), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2015-01-10 22:41:51, Info                  CSI    000002b5 [SR] This component was referenced by [l:202{101}]"Microsoft-Windows-Foundation-Package~31bf3856ad364e35~amd64~~6.1.7601.17514.WindowsFoundationDelivery"
2015-01-10 22:41:51, Info                  CSI    000002b8 [SR] Could not reproject corrupted file [ml:48{24},l:46{23}]"\??\C:\Windows\SysWOW64"\[l:20{10}]"mapi32.dll"; source file in store is also corrupted
2015-01-10 22:41:51, Info                  CSI    000002ba [SR] Verify complete


2015-01-10 22:43:59, Info                  CSI    0000031f [SR] Repairing 1 components
2015-01-10 22:43:59, Info                  CSI    00000320 [SR] Beginning Verify and Repair transaction
2015-01-10 22:43:59, Info                  CSI    00000322 [SR] Cannot repair member file [l:20{10}]"mapi32.dll" of Microsoft-Windows-Mapi, Version = 6.1.7601.17514, pA = PROCESSOR_ARCHITECTURE_INTEL (0), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2015-01-10 22:43:59, Info                  CSI    00000324 [SR] Cannot repair member file [l:20{10}]"mapi32.dll" of Microsoft-Windows-Mapi, Version = 6.1.7601.17514, pA = PROCESSOR_ARCHITECTURE_INTEL (0), Culture neutral, VersionScope = 1 nonSxS, PublicKeyToken = {l:8 b:31bf3856ad364e35}, Type neutral, TypeName neutral, PublicKey neutral in the store, hash mismatch
2015-01-10 22:43:59, Info                  CSI    00000325 [SR] This component was referenced by [l:202{101}]"Microsoft-Windows-Foundation-Package~31bf3856ad364e35~amd64~~6.1.7601.17514.WindowsFoundationDelivery"
2015-01-10 22:43:59, Info                  CSI    00000328 [SR] Could not reproject corrupted file [ml:48{24},l:46{23}]"\??\C:\Windows\SysWOW64"\[l:20{10}]"mapi32.dll"; source file in store is also corrupted
2015-01-10 22:43:59, Info                  CSI    0000032a [SR] Repair complete
2015-01-10 22:43:59, Info                  CSI    0000032b [SR] Committing transaction
2015-01-10 22:43:59, Info                  CSI    0000032f [SR] Verify and Repair Transaction completed. All files and registry keys listed in this transaction  have been successfully repaired

This is an easy fix for Noel

Mapi is associated with email, so it's not a critical part of Windows.

You'll have to wait til Noel drops in for a fix.