Problems occur when you run a program that accesses a USB 2.0 DVD drive or CD-RW drive (820759)


The information in this article applies to:

  • Microsoft Windows Server 2003, Web Edition
  • Microsoft Windows Server 2003, Standard Edition
  • Microsoft Windows Server 2003, Enterprise Edition
  • Microsoft Windows Server 2003, 64-Bit Enterprise Edition
  • Microsoft Windows XP Professional
  • Microsoft Windows XP Home Edition
  • Microsoft Windows 2000 Advanced Server
  • Microsoft Windows 2000 Server
  • Microsoft Windows 2000 Professional
  • Microsoft Windows Small Business Server 2003, Premium Edition
  • Microsoft Windows Small Business Server 2003, Standard Edition

SYMPTOMS

When you run a program that accesses a Universal Serial Bus (USB) 2.0 DVD-ROM drive or CD-RW drive, you may experience problems similar to one or more of the following scenarios:
  • If you run Intervideo WinDVD with a USB 2.0 DVD-ROM drive, you may experience choppy or distorted audio or video, and you may have difficulty going to a particular menu or scene on the disc. These problems occur when you play a DVD for some length of time (for example, 30 to 60 minutes), you quit WinDVD, you restart WinDVD, and then you try to play the DVD again.
  • If you run Roxio Easy CD Creator (for example, version 5) with a USB 2.0 CD-RW drive and you use the Disc Copier feature, you may receive the following error message when Disc Copier tries to locate the CD-RW drive:
    Disc Copier could not find a supported CD-ROM reader
    On a Windows 2000-based computer, you may also receive an "Unsafe Removal" message. This message refers to the CD-RW drive. Or, you may receive a "Windows 2000 has finished installing new devices" message, and then Windows prompts you to restart your computer for the changes to take effect.
  • If you run Roxio Easy CD Creator (for example, version 5) with a USB 2.0 CD-RW drive, you may not be able to erase an existing CD-RW disc.

CAUSE

These problems may occur if the host controller issues a USB bus reset command after it receives several USB STALL packets from the DVD device or the CD-RW device. These STALL packets are typically issued by the device in response to a command that the host controller cannot run successfully.

When a STALL occurs while there is significant additional traffic on the bus, the USB 2.0 host controller driver (Usbehci.sys) may not return the correct result status for a USB transfer that has been stopped because of a STALL condition. This condition may cause upper-layer USB drivers to misinterpret the status of the device and the USB bus. The drivers then issue a bus reset to clear the error conditions and reinitialize the USB devices on the bus.

Critical operations include the detection of the CD-RW drive or the authentication of a DVD title. If the USB bus reset occurs while a critical operation is in progress, the operation may fail in a way that the program (that is, the DVD player program or the CD writer program) cannot correct. This condition causes the symptoms that are described in the "Symptoms" section of this article.

Note Some USB devices that have been found to generate additional USB traffic that is sufficient to cause the problems that are described in the "Symptoms" section include the following:
  • Bluetooth adapters (including those that are built in to portable computers)
  • Pocket PC devices that perform an ActiveSync action by using a USB connection

RESOLUTION

Windows XP service pack information

To resolve this problem, obtain the latest service pack for Windows XP. For additional information, click the following article number to view the article in the Microsoft Knowledge Base:

322389 How to obtain the latest Windows XP service pack

Hotfix information

Windows Server 2003

A supported hotfix is now available from Microsoft, but it is only intended to correct the problem that is described in this article. Only apply it to systems that are experiencing this specific problem. This hotfix may receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next Windows Server 2003 service pack that contains this hotfix.

To resolve this problem immediately, contact Microsoft Product Support Services to obtain the hotfix. For a complete list of Microsoft Product Support Services phone numbers and information about support costs, visit the following Microsoft Web site:

http://support.microsoft.com/contactus/?ws=support

Note In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question.File information The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in coordinated universal time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel. 
   Date         Time   Version      Size    File name    Platform
   --------------------------------------------------------------
   13-May-2003  00:40  5.2.3790.25  19,968  Usbehci.sys  i386
   13-May-2003  00:40  5.2.3790.25  61,312  Usbehci.sys  ia64

Windows XP

A supported hotfix is now available from Microsoft, but it is only intended to correct the problem that is described in this article. Only apply it to systems that are experiencing this specific problem. This hotfix may receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next Windows XP service pack that contains this hotfix.

To resolve this problem immediately, contact Microsoft Product Support Services to obtain the hotfix. For a complete list of Microsoft Product Support Services phone numbers and information about support costs, visit the following Microsoft Web site:

http://support.microsoft.com/contactus/?ws=support

Note In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question. The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in coordinated universal time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel. 
   Date         Time   Version        Size     File name    Platform
   -----------------------------------------------------------------
   13-May-2003  01:14  5.1.2600.1222   19,456  Usbehci.sys  i386
   12-May-2003  04:22  5.1.2600.1221  137,600  Usbport.sys  i386
   13-May-2003  01:14  5.1.2600.1222   64,768  Usbehci.sys  ia64
   10-May-2003  13:10  5.1.2600.1221  482,816  Usbport.sys  ia64

Windows 2000

A supported hotfix is now available from Microsoft, but it is only intended to correct the problem that this article describes. Apply it only to systems that are experiencing this specific problem.

To resolve this problem, contact Microsoft Product Support Services to obtain the hotfix. For a complete list of Microsoft Product Support Services phone numbers and information about support costs, visit the following Microsoft Web site:

http://support.microsoft.com/contactus/?ws=support

Note In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question.

The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in coordinated universal time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel. 
   Date         Time   Version        Size     File name
   --------------------------------------------------------
   15-Jan-2003  19:45  5.0.2195.6655   24,752  Hidclass.sys
   08-May-2003  17:22  5.0.2195.6743   24,912  Openhci.sys
   23-Apr-2003  17:52  5.0.2195.6739   32,944  Uhcd.sys
   23-Apr-2003  17:52  5.0.2195.6739   20,752  Usbd.sys
   13-May-2003  19:47  5.0.2195.6745   19,728  Usbehci.sys
   15-Jan-2003  19:46  5.0.2195.6655   49,776  Usbhub20.sys
   28-Apr-2003  17:41  5.0.2195.6741  138,768  Usbport.sys

WORKAROUND

To work around these problems, restart your computer. Doing this may or may not successfully work around the problem.

STATUS

Microsoft has confirmed that this is a problem in the Microsoft products that are listed at the beginning of this article. This problem was first corrected in Windows XP Service Pack 2.

MORE INFORMATION

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.
Modification Type:MinorLast Reviewed:10/28/2005
Keywords:kbHotfixServer kbQFE kbWinXPsp2fix kbDriver kbdisplay kbsound kbWinXPpreSP2fix kbWin2000preSP5fix kbBug kbfix kbQFE kbWinServ2003preSP1fix KB820759 kbAudEndUser
©2004 Microsoft Corporation. All rights reserved.