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TUSB3410: TUSB3410 driver crash on Windows 8.1

MIKHAIL SALOV
Expert 5285 points
Part Number: TUSB3410

Good day Colleagues,

My customer uses the TUSB3410 for a long period of time and got an issue with the driver on Windows 8.1 (version 6.3 build 9600).

He says just after TUSB3410 connection to USB port, Windows crashed to blue screen and reboots.

Says: DRIVER_UNLOADED_WITHOUT_CANCELLING_PENDING_OPERATION... umpusbvista.sys


Customer says many customers claim this issue on Windows 8.1.


It works fine with the Windows 8, 7, XP.

Could you tell me what can be wrong and what to do with it?

Thank you, Mikhail

  • 0
    TI__Genius 11255 points
    Hello Mikhail,

    We never saw this problem at our side could you please help us with the following information to try to find the root cause?

    What driver and firmware version are they using?
    Are you able to reproduce this problem using our EVM or its only with customer implementation?
    Are you using any specific software when the issue occurs? just to verify could you please try using a clean system and check if the BSOD appears? I mean, in a fresh Windows 8.1 system install the TUSB3410 driver and try to reproduce the issue.

    Could you please send us a memory dump of the BSOD?

    Regards,
    Roberto
  • 0 in reply to Roberto Diaz
    TI__Expert 5285 points
    Good day Roberto,

    Thank you for a fast response! Appreciate it!

    Customer says he uses latest driver version from ti.com.
    I will ask the customer to try the EVM.
    Could you explain what is the BSOD means and where to find it?

    Thank you, Mikhail
  • 0 in reply to MIKHAIL SALOV
    TI__Genius 11255 points

    Hello Mikhail,

    The memory dump is generated by Windows when a BSOD occurs (Blue Screen of Death - Ü ) . please also try to reproduce the problem using a fresh Windows installation.

    Regards,

    Roberto

  • 0 in reply to Roberto Diaz
    TI__Expert 5285 points

    Good day Roberto,

    Customer tried on fresh new Windows 8.1 and problem still exists.

    1. Customer installed fresh Windows 8.1. Installed drivers from a motherboard CD. Motherboard is ASUS B150 PRO. (He says he tried different computers with different boards)

    2. He connected TUSB3410 and looked at devices (picture 1). In a few seconds he got a blue screen (picture 2).

    3. He entered into devices and switched off few USB devices. Connected the TUSB3410. No blue screen. (picture 3)

    4. Connected all disconnected devices. No blue screen, but the TUSB3410 with an exclamation mark. (picture 4)

    5. He installed a software

    6. Connected the TUSB3410. It was identified by Windows but in a device manager there is no COM port number, but it shown in a properties. (picture 6).

    7. He reinstalled a driver (deleted and installed) and TUSB works fine.

    Dump file is a huge (87M).

    Could you send me a E-mail, I will send you a link to the file.

    Thank you, Mikhail