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  1. #1
    ROG Junior Member Array Killua's Avatar
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    External Hard Disk/USB drives not recognised (Asus G703GX)

    [SOLVED]

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    Hey guys,

    I've been trying to solve a very frustrating problem for the last couple of days concerning a recently purchased Asus G703GX laptop. Maybe you can help?

    Like most of you, I have several external HDDs and USB drives to store data. The problem is only a few of them are recognized by this particular laptop. I plug the HDD/USB drive into the appropriate slot on the laptop. Windows plays the 'successful connection' sound, but the device doesn't show up in Windows Explorer or the Disk Management tool.

    Before I go into more details, keep in mind that my drivers seem to be up to date and that ALL of the devices work on another laptop (Lenovo ThinkPad) that is running Windows 10 64bit.

    The devices do show up in the Device Manager, with a warning/error symbol next to them.
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    When I try updating the drivers via Device Manager (searching online for drivers), I get an error message:
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    The same error message pops up when I instruct the Device Manager to look for the driver in the C:\Windows\WinSxS folder.
    Uninstalling the device and reconnecting it after reboot doesn't help either.

    More info via Device Manager:
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    The build-in Windows Hardware Troubleshooter identifies the problem at first:
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    But when I try to resolve the issue, here's the message that I get:
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    I've also temporarily disabled Driver Signature enforcement, as I had suspicions it could be preventing the installation of third-party drivers, but that didn't help either.

    The weird thing is - the devices definitely work on a hardware level. When disabling the Secure Boot policy via BIOS on that same laptop, I successfully exported the security keys to one of the USB drives that was not recognized via Windows 10.

    Also, one of the three external hard disks that I own is recognized with no issues whatsoever. That would be the Seagate Backup Plus 3TB Desktop External Hard Drive: https://www.amazon.com/Seagate-Backu.../dp/B00HFRWWAM

    The other two drives are a Western Digital Elements 2TB Drive and a Transcend's StoreJet 25M3

    Running out of options here. Was choosing between this laptop and a Lenovo Legion model. Decided to go for Asus, since I never had any major issues with my old laptop (ROG G750JS), but I'm already starting to regret my decision a little bit

    Laptop specs and info
    Operating System: Windows 10 Home Single Language 64-bit (10.0, Build 18363) (18362.19h1_release.190318-1202)
    Language: English (Regional Setting: English)
    System Manufacturer: ASUSTeK COMPUTER INC.
    System Model: ROG G703GX_G703GX
    Processor: Intel(R) Core(TM) i7-8750H CPU @ 2.20GHz (12 CPUs), ~2.2GHz
    Memory: 16384MB RAM
    Page File: 8060MB used, 13529MB available
    Windows Dir: C:\Windows
    DirectX Version: DirectX 12
    DirectX Database Version: 1.1.2

    Other info
    USB Root Hub (USB 3.0)
    Vendor/Product ID: 0x8086, 0xA36D
    Matching Device ID: USB\ROOT_HUB30
    Service: USBHUB3
    Driver: USBHUB3.SYS, 3/19/2019 06:43:43, 618296 bytes

    Name: Intel(R) USB 3.1 eXtensible Host Controller - 1.10 (Microsoft)
    Device ID: PCI\VEN_8086&DEV_A36D&SUBSYS_201F1043&REV_10\3&115 83659&0&A0
    Driver: C:\Windows\system32\DRIVERS\USBXHCI.SYS, 10.00.18362.0207 (English), 10/7/2019 04:55:16, 531976 bytes
    Driver: C:\Windows\system32\DRIVERS\UMDF\UsbXhciCompanion. dll, 10.00.18362.0207 (English), 10/7/2019 04:55:16, 131960 bytes

    Name: NVIDIA USB 3.10 eXtensible Host Controller - 1.10 (Microsoft)
    Device ID: PCI\VEN_10DE&DEV_1AD8&SUBSYS_17011043&REV_A1\4&7AC 7D3A&0&0208
    Driver: C:\Windows\system32\DRIVERS\UMDF\UsbXhciCompanion. dll, 10.00.18362.0207 (English), 10/7/2019 04:55:16, 131960 bytes
    Last edited by Killua; 01-04-2020 at 06:26 PM.

  2. #2
    ROG Guru: Brown Belt Array davemon50 PC Specs
    davemon50 PC Specs
    Laptop (Model)Asus G752VY-DH72 (17") and Asus G752VT-DH74 (17")
    MotherboardAsus ROG LGA2011-v3 Rampage V Edition 10, x99 EATX
    ProcessorIntel Core i7-6950X Extreme 10-core 25MB Cache 3.0 GHz
    Memory (part number)Corsair Vengeance LPX Red DDR4 DRAM 64GB-4x16 3333 (CMK64GX4M4B3333C16R)
    Graphics Card #1Sapphire Nitro Radeon R9 Fury 4GB HBM Backplate
    Graphics Card #2Sapphire Nitro Radeon R9 Fury 4GB HBM Backplate
    Sound CardAsus SupremeFX Hi-Fi Audio DAC
    Monitor(2) Dell UltraSharp U2515H 25-inch monitors
    Storage #1(4) SSD's - Samsung 960 & 970 1TB M.2, Intel 535 480G, Intel 510 250G
    Storage #2(3) HDD's - Western Digital Caviar Black 2TB 3.5-in SATA III 64MB Cache
    CPU CoolerCorsair Hydro Series H80
    CaseCorsair Obsidian Series 650D Black, ATX, Mid Tower
    Power SupplyCorsair Digital AXi-Series AX1200i (1200W) 80+ Platinum Rating
    Keyboard Logitech Wireless K360
    Mouse Logitech Wireless MX Anywhere 2
    Headset HyperX Cloud II
    OS Windows 10 Pro 64-Bit
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    Sounds like you've already done what I would've done. Some other thoughts you may have already tried:

    1. Make sure you are administrator when you connect any of the drives or do driver updates to get the installation to work properly

    2. Make sure USB selective suspend in advanced power settings is disabled; if you don't get that option you would have to enable it in the registry

    3. Instead of updating the driver with the flag on it in Device Manager, completely uninstall it and then reboot with Admin privilege and let Windows reinstall the driver, or reinstall it yourself. (Delete all driver files when you uninstall if you have that checkbox option presented to you). Also, if it doesn't work the first time, maybe try the same thing but booting up in Windows safe mode.

    4. Make sure you have all the latest drivers installed from Asus on your support page (chipset, etc)

    5. Try the non-working drives in another USB port if you haven't

    6. Check if there is a driver from WD or SanDisk that you can use. Download and install that one and re-check
    Davemon50

  3. #3
    ROG Junior Member Array Killua's Avatar
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    Hey Davemon50,

    Thanks for the prompt reply and being the first to the rescue! I've tried pretty much all of the steps you've mentioned, to no avail.

    However, I was prompted/inspired by your list of suggestions and after more fiddling around, I did manage to get the laptop to recognize the HDDs and USB drives. Still not sure what the hell is going on or what lead to the problem, but here's what I did (in case anyone runs into a similar issue):

    1. Make sure your account has admin privileges, as mentioned earlier. You can do it via several means: Control Panel, Windows 10 Settings charm or Command Prompt (type net localgroup Administrators Your_User_Name /add).

    2. Reboot into Safe Mode with admin privileges. Click on the Power button (via the Windows 10 Menu), click on Restart while holding the Shift key on your keyboard. On the “Choose an option” screen, select Troubleshoot > Advanced Options > Startup Settings > Restart. After Windows 10 restarts and the Startup Settings screen appears, pick the option to launch into Safe Mode (with Command Prompt enabled, just in case).

    3. Connect the previously unrecognised device. Windows should (hopefully) detect it now. Restart Windows as you usually would. The device should still be recognizable by your system.

  4. #4
    ROG Guru: Brown Belt Array davemon50 PC Specs
    davemon50 PC Specs
    Laptop (Model)Asus G752VY-DH72 (17") and Asus G752VT-DH74 (17")
    MotherboardAsus ROG LGA2011-v3 Rampage V Edition 10, x99 EATX
    ProcessorIntel Core i7-6950X Extreme 10-core 25MB Cache 3.0 GHz
    Memory (part number)Corsair Vengeance LPX Red DDR4 DRAM 64GB-4x16 3333 (CMK64GX4M4B3333C16R)
    Graphics Card #1Sapphire Nitro Radeon R9 Fury 4GB HBM Backplate
    Graphics Card #2Sapphire Nitro Radeon R9 Fury 4GB HBM Backplate
    Sound CardAsus SupremeFX Hi-Fi Audio DAC
    Monitor(2) Dell UltraSharp U2515H 25-inch monitors
    Storage #1(4) SSD's - Samsung 960 & 970 1TB M.2, Intel 535 480G, Intel 510 250G
    Storage #2(3) HDD's - Western Digital Caviar Black 2TB 3.5-in SATA III 64MB Cache
    CPU CoolerCorsair Hydro Series H80
    CaseCorsair Obsidian Series 650D Black, ATX, Mid Tower
    Power SupplyCorsair Digital AXi-Series AX1200i (1200W) 80+ Platinum Rating
    Keyboard Logitech Wireless K360
    Mouse Logitech Wireless MX Anywhere 2
    Headset HyperX Cloud II
    OS Windows 10 Pro 64-Bit
    davemon50's Avatar
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    Awesome results, thanks for posting your solution.
    Davemon50

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