External Hard Drive Not Recognized

Question

Hello, I did some research on the forums, followed everything it suggested, but unfortunately nothing has worked so far, so I’m turning to you. Thank you very much for your help.

[Problem]

I recently bought an external hard drive compatible with USB 2.0 and 3.0 (WD Caviar blue, 1TB SATA), and I was able to successfully configure it (format it).
Unfortunately, when I tried to use it again yesterday, it didn’t work. The hard drive appeared on my computer (This PC) and then disappeared. After that, a window popped up saying: USB device not recognized, The last USB device you connected to this computer malfunctioned, and Windows does not recognize it.
So I turned to the forums, I went (as suggested on some websites) to the Device Manager and noticed that in the Universal Serial Bus controllers section, a device had an exclamation point (with a yellow triangle), it was called Unknown USB Device (Device Descriptor Request Failed), I went into its properties, and it indicated: Windows has stopped this device because it has problems. (Code 43).

[Solutions tried]

-Uninstall all USB devices in the Universal Serial Bus controllers section, then restart the computer (No effect except for the reinstallation of those)
-Unplug the hard drive and reconnect it (No effect)
-Connect the hard drive to another computer (I do not own another computer)
-Change USB port (I tried USB 2, magic! The hard drive works)

[In short...]

-The hard drive works on USB 2 port, but not on USB 3
-The problem is not with the hard drive, but with the computer (You can hear the hard drive running, and it gets power from a wall outlet)
-The USB 3 cable is indeed a USB 3 cable (Nice but true)

[General Information]

-MSI GP60 laptop (2 USB 3.0 ports, 1 USB 2.0 port)
-WD Caviar Blue 1TB internal hard drive/USB 3.0 (with an enclosure)
-Mediasonic ProBox SuperSpeed 3.5in SATA HDD External Hard Drive Enclosure USB3.0

Thank you very much for your help

Best regards, Marc.

xboxmat321 · Accepted Answer

Hello,
First of all, a big thank you for your help and your compliments (I'm doing what I can to help people in the same situation as me, because when I need to do research I'm happy to find posts with all the information and proposed solutions (Not just a Resolved)), sorry if the answers are a bit long, (I need to find time to test the solutions through homework, etc..).

I should normally provide results tonight (Quebec time), but if not, it should be okay for tomorrow.

Thanks again.

Best regards
Marc

Sannin_WD · Answer

Hello xboxmat321,

Wow ... you’ve done everything that would have been my first instinct ... indeed, the code and the message that appears would mean that the Device Manager has stopped a device due to either a hardware issue or a driver issue.

I’ve read some users claim that this situation was resolved for them after an intermediate update of Windows 8 (before migrating to Windows 8.1).

What I would suggest is to install the latest service pack for Windows because it may contain a fix for the reasons that caused Error Code 43. By the way, what version of Windows are you using?

Have you considered updating the BIOS?

If you are using a USB hub, try connecting the HDD directly to a USB port or use a powered USB hub.

Regarding your observation about the issue, I also believe that the HDD is not to blame.

It seems worth checking these few elements and retesting ...

Keep me posted, please :)

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xboxmat321 · Answer

Hello and thank you for your response,
First of all, I discovered today that when I open my computer with the hard drive connected (to the USB 3 port), it works. However, when I disconnect it and reconnect it while the computer is on, this is when the problem described earlier occurs.

Now, to answer your questions, I am using Windows version 8.1. As for the BIOS, I believe it is up to date, as I recently updated all my drivers (at the time the problem arose) using the todoslesdrivers.com site. Then you mentioned a USB hub, I must admit that I don't know what that is; I use two cables for my hard drive, one for power and one USB 3 cable.

Thank you again for taking the time to help me.

Best regards.

Marc

P.S. I can't look up what a USB hub is at the moment, I will check this evening so I can respond better.

Sannin_WD · Answer

Hi xboxmat321,

Thank you for your feedback :)

Regarding the BIOS update: you could take a look here https://www.commentcamarche.net/faq/2641-bios-mettre-a-jour-flasher-le-bios This information would be useful to you :)

I’m sending you an article from Microsoft’s support page that might interest you: https://support.microsoft.com/fr-fr/help/310123/error-codes-in-device-manager-in-windows#43

I searched a bit on this forum and I found this discussion thread https://forums.commentcamarche.net/forum/affich-3932424-code-43-carte-graphique-nvidia The suggestions shared there could also be worth considering :)

Regarding the USB hub: think of it as a kind of power strip that allows you to connect multiple USB devices simultaneously to a computer's USB port :)

Keep me updated :)

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xboxmat321 · Answer

Hello,
I am currently testing your solutions, and I have also posted a topic on the Windows community.

They have given me some solutions that I will also try (I’m posting the link for those who are following and have the same problem)

Thanks again for your responses

https://answers.microsoft.com/fr-fr/windows/forum/windows8_1-hardware/disque-dur-externe-usb-3-non-reconnu-windows-8/a5f9c7d5-05e0-495e-bdf8-2ffddc579149

Best regards
Marc

Sannin_WD · Answer

Great job you're doing, xboxmat321 :) Your contribution is exemplary :) I mean, you've put time and effort into posting here as well as the link to your thread created elsewhere which contains some very good leads... it would really be very useful to others in the same situation! That's the spirit of mutual assistance :)

If you have the time and opportunity to come back here to leave a note about the results of the tests you're doing, that would be great :)

P.S. I've explored the suggestions shared in the other discussion thread... don't hesitate to look for a BIOS update, @xboxmat321!

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xboxmat321 · Answer

Hello,
Unfortunately, I won't be able to do it this morning, but I was wondering if there are any risks associated with flashing the BIOS. I am using an MSI GP60 and apparently MSI made a flashing software called:
MSI Live Update. The only issue I see is that at the top it says: Do NOT use Live Update for AIO PC and Notebooks.

Here is the link: https://www.msi.com/page/Live-Update-5-Manual

I also came across a section in the MSI FAQ where they talk about my problem in the Driver section (Well, I think). Here is the link: https://fr.msi.com/faq/

Best regards
Marc

P.S. Sorry for dragging this out, it's just that I want to take my time; I tend to mess things up when trying to fix them and I can't afford to do that with my laptop :)

xboxmat321 · Answer

For now, here’s what I’ve tried,
1- Start by trying these solutions:
- Check if a BIOS update is available on your PC manufacturer's website and install it.
- Disable xHCI in the BIOS.
- Run this Fixit:
https://support.microsoft.com/en-us/help/2970908/how-to-use-microsoft-easy-fix-solutions

In the end, the BIOS update was not conclusive, I mean it worked but it did not solve the issue, for my part.

The only thing that might give us a clue is the Fixit which indicated the faulty device (like before), except now it tells me: Unknown USB Device (Failed to set address) has a driver issue.

I’ll send you the update soon. (Once I’ve tried)

Best regards
Marc

xboxmat321 · Answer

Perfect, I don't know what I did but now I can't see it in the workspace (It doesn't show up). However, I can eject it by clicking at the bottom right, etc.

Best regards
Marc who is starting to get fed up, R.I.P

Sannin_WD · Answer

Hi xboxmat321,

I know that right now your patience and enthusiasm are being tested...

I just reread your very first message: the initial situation - “The hard drive works on the USB 2 port, but not on USB 3.” Is that still the case? Are you able to access the contents of the HDD from your laptop by connecting the HDD to a different USB port? Try another PC as well and recover the contents as soon as possible (onto another storage device).

I’ve been following the evolution of the conversation in the other thread you created on the other forum. Apparently, the issue is related to the drivers...

Have you ever thought about testing another external enclosure? Or checking the manufacturer's website of the one you're currently using to see if there’s any information available on this?

Best regards,

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xboxmat321 · Answer

Hello,
Unfortunately, I do not have another case for my hard drive, so I cannot test it; however, I will probably test it on another PC (with USB 3) tonight.

At the moment, I can no longer see the hard drive at all; it shows up at the bottom right, but it no longer appears in My Computer, and I cannot see it in the Device Manager, whether it's USB 2 or USB 3.

The hard drive was brand new when the problem occurred, so I have nothing to back up. However, I will check the manufacturer's website for the case.

Thank you for your help and determination to assist me :)

Best regards,
Marc.

Sannin_WD · Answer

@xboxmat321, that's why we're here, to share and lend a hand ;)

Regarding the cross-testing you plan to do, good instinct!

Concerning the indicator light, what indications are found in the casing's manual? This would be very important because it's quite likely that the issue is related to this specific USB port... Don't hesitate to test the whole thing on another PC... at least we'll eliminate some possibilities. Another cross-test: does another external device (a mobile with mass storage, another external hard drive, etc.) work correctly on this USB port of your laptop? What about another hard drive in this external casing?

If you can run the tests on the other machine, pay attention to how the hard drive behaves: is it accessible and functional, etc.?

"I just noticed that it is detected on both types of USB " does this mean that the whole setup (hard drive + external casing) is currently functioning correctly on all USB ports of your machine and that it appears with its partitions (that its content is accessible) or am I dreaming? ;)?

Best regards,

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xboxmat321 · Answer

Hello,
Regarding what is written in the device manual, I cannot reply to you at the moment because I don't have it on hand. (Reply probably this evening)

Then for the tests with another storage device, I tried with a hard drive using only USB 2 and it worked. I should also test my hard drive on another PC with USB 3 this evening, probably.

And finally, I only state that it is detected, but it no longer has a partition at the moment, making it inaccessible (as it was before I formatted it). I was therefore asking if you want me to try something before I partition/format it again (to be able to put files on it and access them). In my opinion, when I partition the drive again, I believe the problem will return, but I will see this evening. (I am not at home at the moment)

Best regards
Marc

xboxmat321 · Answer

Sorry, I thought I could provide you with the hard drive test results on another PC this evening, but due to several circumstances, unfortunately, I won't be able to give them to you at the moment (It's cold in Quebec xD and I finished later). Tomorrow, I will definitely get back to you with information.

Best regards
Marc

xboxmat321 · Answer

Hello, I have a new lead!
I went to check if my driver was up to date, and I saw:
VIA Labs, Inc. VIA USB Mass Storage Device (0711) (USB3.0 SATA Bridge), it was from 2006. So I’m trying to install the new driver and at the end of the installation, a window opens:

Stop

Sorry, the installation assistant cannot find the supported hardware in your system. You will need to check your hardware and try again. Please press OK to finish the installation assistant.

So, I would like to point out that the hard drive is indeed connected (I tried USB 2 and USB 3). Therefore, I believe we have found the problem, because in my opinion, a gap of about 8 years in updates is quite significant. And I believe it’s an update for the HDD since when it appears as a device, its name is USB3.0 SATA Bridge (unless it’s a universal name).

P.S. I just woke up and I should test the disk on another PC during the day

Best regards
Marc

xboxmat321 · Answer

Hello,
I just ran the tests on another PC, here's what I found:

- The hard drive seemed to be detected in USB 2 and USB 3 (In both cases, the small light reacted the same way, meaning it was green)
- The hard drive did not appear in the computer
- When I tried to update the driver, the same error occurred whether in USB 2 or USB 3 as on my computer
- In the device manager, I could not see the hard drive (Or at least the error that is on my PC, which is: Unknown device (Address definition failed))
- When I connected my hard drive, the small icon indicating that the device had been connected appeared. (USB 2 and USB 3)

I think that covers everything.

Best regards
Marc

Sannin_WD · Answer

Hi xboxmat321,

Great job! :) Wow ... I'm speechless ;)

I know you have explored almost all possible avenues ... and any attempt or test I would add would be redundant. Nevertheless, it seems necessary to see how another hard drive will react in this enclosure and what the behavior of this hard drive will be whether connected internally (as it is an internal WD SATA hard drive) or placed in another enclosure.

Moreover, it seems to me that all the info and messages that come up concern the enclosure.

Regarding your last message (February 14, 2015 at 7:22 PM): if you tested it without initializing the hard drive, it's normal that the hard drive does not appear in This PC. It will show up after initialization (when it receives its letter).

Best regards,

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External Hard Drive Not Recognized

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