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Latest Norton update blocks USB Drivers on Dell XPS 15 with latest WIndows 10

On the evening of Friday, February 16, 2018 something wiped out my USB and Touchscreen drivers on my Dell XPS 15 9560 4K UHD. Device Manager showed the drivers were missing, although a Dell driver scan showed that all of the drivers were there. Reinstalling the drivers didn't help, nor did any of the usual things like uninstalling the devices and rebooting to let Windows re-find them. But I knew the hardware was good, since it would pass diagnostic tests during POST and my USB mouse worked fine in the BIOS. After HOURS of testing, which included going back in time by recovering from previous image backups only to have the problem reoccur within a few hours, I traced it down to a combination of a recent update to Norton 360 (Comcast Xfinity version) and a recent Windows 10 update (KB4074588, I believe), both of which appeared to have occurred on Friday night, and both of which are needed for the problem to occur.

The only way that I was able to regain use of my USB ports or Touchscreen was by uninstalling Norton 360, uninstalling Windows 10 update KB40074588, and rebooting. I was then able to allow Windows Update to reinstall KB40074588 without the problem coming back. So now I'm unable to use Norton, at least until this problem gets corrected.

I'm not sure what the Norton update was that triggered this issue (can't check version since I've uninstalled it), but I believe that it was the 22.12 version update.

Has anyone else seen this problem? If so, can anyone verify that it has been corrected in Norton?

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Re: Latest Norton update blocks USB Drivers on Dell XPS 15 with latest WIndows 10

jgsouthard:

...I traced it down to a combination of a recent update to Norton 360 (Comcast Xfinity version) and a recent Windows 10 update (KB4074588, I believe), both of which appeared to have occurred on Friday night, and both of which are needed for the problem to occur.

The only way that I was able to regain use of my USB ports or Touchscreen was by uninstalling Norton 360, uninstalling Windows 10 update KB40074588, and rebooting. I was then able to allow Windows Update to reinstall KB40074588 without the problem coming back. ..

Hi jgsouthard:

Woody Leonhard posted an article yesterday on his ComputerWorld blog titled Buggy Win10 1709 cumulative update KB 4074588 redlining, bluescreening, borking USB that might be of interest.  There's also an active thread on his AskWoody.com site at Report of the Win10 1709 cumulative update KB 4074588 disabling USB devices. I glanced through the reader feedback in that AskWoody thread and a few users mentioned that uninstalling / reinstalling KB4074588 solved their problem, but so far no one has mentioned that they suspect that a third-party antivirus might also be involved.

Just an FYI that Microsoft employee Christopher Leung from the Windows Sustained Engineering team is posting in that AskWoody thread.  If you're certain that your touchscreen and USB ports will not function after Comcast's Norton Security Suite is reinstalled and don't get the answer you're seeking here in this Norton forum you might want to post in that AskWoody thread and see what Christopher has to say.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.6.0 * NS Premium v22.12.0.104 * MB v3.1.1

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Re: Latest Norton update blocks USB Drivers on Dell XPS 15 with latest WIndows 10

Very interesting, thanks. It's nice to know I wasn't imagining things. I had thoroughly searched the web and hadn't found any mention of this, but I was apparently a day or two early. Given this info, I'm going to give reinstalling Norton another try and I'll post a follow up.

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Re: Latest Norton update blocks USB Drivers on Dell XPS 15 with latest WIndows 10

OK, so I have now successfully reinstalled Norton 360 (Comcast Xfinity) without the USB problem recurring, even after multiple rounds of LiveUpdates and reboots. So it appears that the problem lies solely with Windows 10 Update KB4074588.

I still can't explain why my earlier testing showed that the problem occurred on a working system as soon as I installed Norton and rebooted. I'm assuming that something else happened in Windows on that reboot as well.

Sorry for the false alarm -- I'm going to call this one solved at least for this forum, since I now don't believe that the problem lies with Norton. Buggy Windows 10 updates is a different story....

Special thanks to Imacri for the reference to the Woody Leonhard article.

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Re: Latest Norton update blocks USB Drivers on Dell XPS 15 with latest WIndows 10

Hi jgsouthard:

Thanks for the feedback, and glad to hear your Comcast/Xfinity NSS hasn't been causing problems since KB4074588 was reinstalled.

Be sure to post back if you run into any further issues.  There have been quite a few bugs reported with the latest update described in the Product Update Announcement board at Norton 22.12 Product Update Available Now.  Versions 22.12.0.103 and 22.12.0.104 were both pulled from the LiveUpdate servers in mid January 2018 and even though v22.12.0.104 has been re-posted back on the LiveUpdate servers and is being rolled out in phased stages there are still some serious bugs that haven't been fixed for all users - see leachade's thread Recent Update Disabled Firewall about how the Windows Firewall is incorrectly disabled after Norton Antivirus (which does not come bundled with the Norton Smart Firewall like your NSS) is updated to v22.12.0.104, for example.

PhoneMan made an excellent suggestion <here> in the Product Suggestions board that product updates with major changes like the new Single Layout feature should be considered a product upgrade (e.g., v22.x to v23.x) instead of a minor product update (e.g., v22.11 to v22.12).  This would give users the option to delay automatic installation of the upgrade via LiveUpdate (Settings | Administrative Settings | Automatic Download of New Version | OFF) until major bugs are fixed but the powers that be at Symantec don't seem to be listening.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.6.0 * NS Premium v22.12.0.104 * MB v3.1.1

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Re: Latest Norton update blocks USB Drivers on Dell XPS 15 with latest WIndows 10

For information only:

The Known Issues section of the Microsoft's KB article February 13, 2018—KB4074588 (OS Build 16299.248) was updated 23-Feb-2018 to state:

After installing this update, some USB devices and onboard devices, such as a built-in laptop camera, keyboard or mouse, may stop working.  This may occur when the windows update servicing stack incorrectly skips installing the newer version of some critical drivers in the cumulative update and uninstalls the currently active drivers during maintenance.
 

Microsoft is working on a resolution and will provide an update in an upcoming release. Workaround steps are available in KB4091240

The workaround steps in KB4091240 [USB devices may stop working after installing the February 13, 2018 update (KB4074588)] include instructions on how to uninstall KB4074588 from a command prompt with or without a working keyboard.

EDIT:

Woody Leonhard has provided updated information on his AskWoody.com site at Patch Lady Posts – KB4074588 Known Issues with advice for Win 10 Version 1709 users who continue to see problems with their USB devices after uninstalling / reinstalling  KB4074588.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.6.0 * NS Premium v22.12.0.104 * MB v3.1.1

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Re: Latest Norton update blocks USB Drivers on Dell XPS 15 with latest WIndows 10

Thanks very much for this thread. The USB devices on my Lenovo S570 laptop stopped working mysteriously on the 21st of February.  I assume this was related to the problems with KB4074588 (even though that update was installed a week earlier on 2/14.)  While I'm waiting for the uninstall to complete, my fingers are tightly crossed that this will cure the ills with my Logitech mouse and missing drivers for the USB Receiver for that mouse. 

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Re: Latest Norton update blocks USB Drivers on Dell XPS 15 with latest WIndows 10

Post script.... (3 hours later)

After uninstalling KB4074588, my mouse and other USB devices are working again.  I will read the Microsoft knowledge base article to see whether I dare reinstalling KB4074588.  Thanks again for this post.

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Re: Latest Norton update blocks USB Drivers on Dell XPS 15 with latest WIndows 10

I am having the exact same issue on multiple computers with keyboard and mouse not working after the KB4074588 update.  I have restored the computers to pre-update point and the mouse and keyboard work just fine again.  I tried uninstalling the update and that also failed.  Before restoring, I noted in device manager that the keyboard and mouse had a yellow exclamation mark and claimed it did not have driver installed.  There was no way to reinstall drivers.  Restore to pre-update point on computer was only fix.

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Re: Latest Norton update blocks USB Drivers on Dell XPS 15 with latest WIndows 10

Woody Leonhard posted Microsoft Claims KB4090913 Fixes Last Month's Win10 1709 USB Bug today on his Computer World blog, and that article also includes a brief comment about the new servicing stack update released yesterday for Win 10 Version 1709 (KB4090914).  He's asked his readers to post their feedback about KB4090913 in the AskWoody.com thread Problems With Yesterday’s Win10 1709 Patch, KB4090913, Starting to Appear.

Microsoft has posted details about KB4090913 in the support article March 5, 2018—KB4090913 (OS Build 16299.251).
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32-bit Vista Home Premium SP2 * Firefox ESR v52.6.0 * NS Premium v22.12.0.104 * MB v3.1.1

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