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Question
Sunday, December 23, 2018 6:16 PM
I have a Windows 10 computer that will not complete the set up for the USB connection to my Motorola Moto G6 phone. I can see the phone listed in Device Manager, but under the Other devices section. When I try to update the driver, it says there is an issue with the driver. I have tried the phone on a different computer using W10. It works as expected.
The missing driver seems to be the MTP USB driver from Windows, not something specific to the Motorola phone. I have tried to find a repair for this driver at the Microsoft site, but have not been able to repair the issue.
I also found some indications on the MS Community about this issue. The suggestions from those threads did not resolve the issue either. Any help would be greatly appreciated.
All replies (23)
Saturday, December 29, 2018 3:10 PM âś…Answered
So we have concluded that this machine was at one time Win7 and someone installed some Motorola USB software on it which was carried along when it was upgraded to Win10. If you really want to attach your phone to this pc, I see 3 choices.
1. A complete reinstall of Windows.
2. Reinstall with the keep my files option. https://www.techrepublic.com/article/reset-your-windows-10-system-with-the-keep-my-files-option/ (I do not know if this cleans out 3rd party dll's and inf files but it is less intrusive than a complete reinstall and appears to be designed to address the situation that you are in.)
3. Assuming that there is nothing Motorola related in "settings, add/remove programs", then you have to manually remove the files that were installed.
If you want to try option 3 first, then remove mot_ci.dll from system32. Open an admin Powershell prompt and run this command. "get-childitem C:\WINDOWS\inf\.inf -recurse | select-string mot_ci". Move any files that it finds to the c:\MotoSave folder and then reboot. In device manager remove the bad phone device and try again. If that doesn't work, then proceed to option 2.
Sunday, December 23, 2018 6:56 PM
Run sfc /scannow to see if Windows thinks if any system files are missing.
I have a Moto G5, I see this.
This is Win10 Home 1803. See if you have similar driver files.
C:\WINDOWS\system32>dir winusb* /b /s /a
C:\WINDOWS\system32\winusb.dll
C:\WINDOWS\system32\drivers\winusb.sys
C:\WINDOWS\system32\DriverStore\en-US\winusb.inf_loc
C:\WINDOWS\system32\DriverStore\FileRepository\winusb.inf_amd64_144aebaa418437c6
C:\WINDOWS\system32\DriverStore\FileRepository\winusb.inf_amd64_144aebaa418437c6\winusb.inf
C:\WINDOWS\system32\DriverStore\FileRepository\winusb.inf_amd64_144aebaa418437c6\winusb.sys
C:\WINDOWS\system32>dir wpdmtp* /b /s /a
C:\WINDOWS\system32\WpdMtp.dll
C:\WINDOWS\system32\WpdMtpUS.dll
C:\WINDOWS\system32\drivers\UMDF\WpdMtpDr.dll
C:\WINDOWS\system32\drivers\UMDF\en-US\wpdmtpdr.dll.mui
C:\WINDOWS\system32\DriverStore\en-US\wpdmtp.inf_loc
C:\WINDOWS\system32\DriverStore\en-US\wpdmtphw.inf_loc
C:\WINDOWS\system32\DriverStore\FileRepository\wpdmtp.inf_amd64_79762cfde1a9fe38
C:\WINDOWS\system32\DriverStore\FileRepository\wpdmtphw.inf_amd64_514f419f060a9f3c
C:\WINDOWS\system32\DriverStore\FileRepository\wpdmtp.inf_amd64_79762cfde1a9fe38\WpdMtp.dll
C:\WINDOWS\system32\DriverStore\FileRepository\wpdmtp.inf_amd64_79762cfde1a9fe38\wpdmtp.inf
C:\WINDOWS\system32\DriverStore\FileRepository\wpdmtp.inf_amd64_79762cfde1a9fe38\wpdmtp.PNF
C:\WINDOWS\system32\DriverStore\FileRepository\wpdmtp.inf_amd64_79762cfde1a9fe38\WpdMtpbt.dll
C:\WINDOWS\system32\DriverStore\FileRepository\wpdmtp.inf_amd64_79762cfde1a9fe38\WpdMtpDr.dll
C:\WINDOWS\system32\DriverStore\FileRepository\wpdmtp.inf_amd64_79762cfde1a9fe38\WpdMtpIP.dll
C:\WINDOWS\system32\DriverStore\FileRepository\wpdmtp.inf_amd64_79762cfde1a9fe38\WpdMtpUS.dll
C:\WINDOWS\system32\DriverStore\FileRepository\wpdmtphw.inf_amd64_514f419f060a9f3c\wpdmtphw.inf
C:\WINDOWS\system32\wbem\wpdmtp.mof
C:\WINDOWS\system32>dir wudfr* /b /s /a
C:\WINDOWS\system32\drivers\WUDFRd.sys
Sunday, December 23, 2018 8:07 PM
When I use Device Manager, I see the "moto (6)", but under Other Devices. When I open the device, The Driver Provider shows "Unknown". When I choose the Driver Details, I get an error "No driver files are required or have been loaded for this device."
I ran the sfc /scannow. I saw a screen flash, but didn't actually show what was going on.
Sunday, December 23, 2018 8:14 PM
When I ran the directory check for the winusb file type, I got back 6 files with similar, or the same, names.
When I ran the directory check for the wudfr file type, I received the same one you did.
Sunday, December 23, 2018 9:08 PM
I ran the sfc /scannow. I saw a screen flash, but didn't actually show what was going on.
Open an administrator command prompt window and run it from there.
Sunday, December 23, 2018 9:36 PM
Also run winver on both of your systems and verify that they are running the same build.
Sunday, December 23, 2018 10:38 PM
While logged into the admin account, the results were the same as with the user account
C:\Users\CompAdmin>cd \windows\system32
C:\Windows\System32>dir winusb* /b/s/a
C:\Windows\System32\winusb.dll
C:\Windows\System32\drivers\winusb.sys
C:\Windows\System32\DriverStore\en-US\winusb.inf_loc
C:\Windows\System32\DriverStore\FileRepository\winusb.inf_amd64_4d1a753204c322a5
C:\Windows\System32\DriverStore\FileRepository\winusb.inf_amd64_4d1a753204c322a5\winusb.inf
C:\Windows\System32\DriverStore\FileRepository\winusb.inf_amd64_4d1a753204c322a5\winusb.sys
C:\Windows\System32>dir wudfr* /b/s/a
C:\Windows\System32\drivers\WUDFRd.sys
The versions are the same
Something tells me there are some files missing on the troubled computer, or some of them maybe damaged.
Monday, December 24, 2018 7:57 AM
Hi,
Thanks for posting your query.
1. Run command as administrator and type the following commands to fix the system files and components:
sfc /scannow
Dism /Online /Cleanup-Image /CheckHealth
Dism /Online /Cleanup-Image /ScanHealth
Dism /Online /Cleanup-Image /restoreHealth
2. Refer to this article to fix MTP USB driver:
**Note: This is a third-party link and we do not have any guarantees on this website. This is just for your convenience. And Microsoft does not make any guarantees about the content. **
Best regards,
Yilia
Please remember to mark the replies as answers if they help.
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Monday, December 24, 2018 5:31 PM
None of these methods repaired my issue. All of the scans came back clean and the third party solution did not do anything.
Tuesday, December 25, 2018 3:38 AM
Hi,
Please view the properties of the device in Device Manager and check if there is any error code.
1. To troubleshoot whether the issue is related to a third party service, please check the symptom in a clean boot environment.
https://support.microsoft.com/en-us/help/929135/how-to-perform-a-clean-boot-in-windows
2. Try to install the latest update: Type check for updates in search box and enter, then check for updates and install them.
3. Run Hardware and Devices Troubleshooter in Troubleshoot: Type troubleshoot in search box and fin Hardware and Devices, then Run the troubleshooter to find and fix problems with devices and hardware.
4. Here is a article about How to troubleshoot unknown devices that are listed in Device Manager in Windows XP for your reference.
best regards,
Yilia
Please remember to mark the replies as answers if they help.
If you have feedback for TechNet Subscriber Support, contact [email protected].
Tuesday, December 25, 2018 5:39 PM
None of these methods repaired my issue. All of the scans came back clean and the third party solution did not do anything.
Are both machines running the same build of Win10? (Run winver)
Did you use the same cable to connect the phone to both machines?
Wednesday, December 26, 2018 3:04 PM
Thanks for the suggestions. I have done everything possible with the Device Manager's tools. The OS is the most recent Windows 10 updates available to Version 1809. I did all of these things before reporting the issue here.
The tests I run are on the same computer, using the same cable and phone, but with different hard drives. Both hard drives are running Windows 10 Version 1809 with the most recent updates. One drive has been upgraded from Windows 7 to Windows 10, then updated as updates become available. The other drive was updated from W7 to W10, but then had an issue and had to be repaired, completely reloading W10. The drive that was not repaired is the one with this issue.
Thursday, December 27, 2018 12:08 AM
Disconnect the phone. Open an admin command prompt window. Run these 2 commands.
set devmgr_show_nonpresent_devices=1
compmgmt.msc
In Device Manager, click the View menu and select "Show hidden devices". Check under Portable Devices for old phone devices. Here I have my phone and an SD card connected. Note the different icons. Other devices like the Walkman were connected at one time. My thought is that an old device might be interfering with installing the new phone. (Admittedly, thats a semi-educated guess.) You can right click and uninstall the device. Also check in "other devices" and uninstall dead devices from there.
Plug the phone back in and try again. If it fails again, go back to the command window and run "notepad c:\windows\inf\setupapi.dev.log". Scroll down to the bottom and see if you can find an error installing the device. My phone is hardware id USB\VID_22B8&PID_2E82.
Here is part of the install that I found for my phone. See if you can find an error.
>> [Device Install (Hardware initiated) - USB\VID_22B8&PID_2E82\ZY322B3TB3]
>>> Section start 2018/07/01 14:28:22.830
dvi: {Build Driver List} 14:28:22.915
dvi: Searching for hardware ID(s):
dvi: usb\vid_22b8&pid_2e82&rev_0318
dvi: usb\vid_22b8&pid_2e82
dvi: Searching for compatible ID(s):
dvi: usb\ms_comp_mtp
dvi: usb\class_ff&subclass_ff&prot_00
dvi: usb\class_ff&subclass_ff
dvi: usb\class_ff
dvi: Created Driver Node:
dvi: HardwareID - USB\MS_COMP_MTP
dvi: InfName - C:\WINDOWS\System32\DriverStore\FileRepository\wpdmtp.inf_amd64_79762cfde1a9fe38\wpdmtp.inf
dvi: DevDesc - MTP USB Device
dvi: Section - MTP.NT
dvi: Rank - 0x00ff2000
dvi: Signer Score - INBOX
dvi: DrvDate - 06/21/2006
dvi: Version - 10.0.17134.1
As a last resort, you can try to manually select a driver. In Properties/Driver, click on:
- Update Driver
- Browse my computer for driver software.
- Let me pick from a list of available drivers.
With Show compatible hardware checked, I see "MTP USB Device". If you have that, select it.
Otherwise uncheck Show compatible hardware. See if you can select "MTP USB Device".
Thursday, December 27, 2018 6:34 AM
Hello
Try this method
Here are 5 fixes for you to try. You may not need to try them all; just work your way down and find the one works for you.
Method 1: Rule Out Hardware Problem
Method 2: Update the MTP USB Driver
Method 3: Run Command
Method 4: Repair Registry Settings
Method 5: Install MTP Porting Kit
Thursday, December 27, 2018 3:30 PM
I did clear out ALL hidden devices from the Portable Devices and the Other Devices categories in Device Manager. I then connected my phone, which appeared again in the Other Devices list since it didn't set up correctly. I disconnected the phone and Uninstalled the instance from the Other Devices section. I reconnected the phone and ran the Update Driver command, chose to pick the driver from a list. I found Motorola Phone listed, then MTP USB Device. The result of that failed. Below is what was entered in the file you mention above:
>>> [Device Install (DiShowUpdateDevice) - USB\VID_22B8&PID_2E82\ZY3239646W]
>>> Section start 2018/12/27 09:22:50.837
cmd: "C:\WINDOWS\system32\mmc.exe" C:\WINDOWS\system32\devmgmt.msc
dvi: {DIF_UPDATEDRIVER_UI} 09:22:50.853
dvi: Default installer: Enter 09:22:50.853
dvi: Default installer: Exit
dvi: {DIF_UPDATEDRIVER_UI - exit(0xe000020e)} 09:22:50.853
ndv: {Update Driver Software Wizard - USB\VID_22B8&PID_2E82\ZY3239646W}
dvi: {DIF_SELECTDEVICE} 09:23:21.872
dvi: Using exported function 'MotorolaCI' in module 'C:\WINDOWS\system32\mot_ci.dll'.
dvi: Class installer == mot_ci.dll,MotorolaCI
dvi: Class installer: Enter 09:23:21.888
dvi: Class installer: Exit
dvi: {DIF_SELECTDEVICE - exit(0xe000020e)} 09:23:21.904
sto: {Setup Import Driver Package: C:\WINDOWS\INF\wpdmtp.inf} 09:23:35.969
sto: Driver package already imported as 'wpdmtp.inf'.
sto: {Setup Import Driver Package - exit (0x00000000)} 09:23:36.031
dvi: Searching for hardware ID(s):
dvi: usb\vid_22b8&pid_2e82&rev_0318
dvi: usb\vid_22b8&pid_2e82
dvi: Searching for compatible ID(s):
dvi: usb\ms_comp_mtp
dvi: usb\class_ff&subclass_ff&prot_00
dvi: usb\class_ff&subclass_ff
dvi: usb\class_ff
dvi: Class GUID of device changed to: {eec5ad98-8080-425f-922a-dabf3de3f69a}.
ump: Installation will be processed asynchronously
!!! ndv: Device install failed for device.
!!! ndv: Error 0xe0000246: One of the installers for this device cannot perform the installation at this time.
ndv: Installing NULL driver.
ump: Installation will be processed asynchronously
ndv: {Update Driver Software Wizard exit(e0000246)}
<<< Section end 2018/12/27 09:25:45.579
<<< [Exit status: FAILURE(0xe0000246)]
I hope this helps!
Thursday, December 27, 2018 3:46 PM
dvi: Using exported function 'MotorolaCI' in module 'C:\WINDOWS\system32\mot_ci.dll'.
dvi: Class installer == mot_ci.dll,MotorolaCI
Do you have Motorola software/drivers installed on this PC? I do not have mot_ci.dll on my pc. Is it on the machine that works?
Are you running the latest version of that software? Can you try uninstalling that driver?
Thursday, December 27, 2018 7:06 PM
dvi: Using exported function 'MotorolaCI' in module 'C:\WINDOWS\system32\mot_ci.dll'.
dvi: Class installer == mot_ci.dll,MotorolaCIDo you have Motorola software/drivers installed on this PC? I do not have mot_ci.dll on my pc. Is it on the machine that works?
Are you running the latest version of that software? Can you try uninstalling that driver?
There was NO software with the phone and none is installed on either hard drive.
I knew there would be something in the message I posted that would help find the cause of this issue.
Thanks for your help!!
Thursday, December 27, 2018 7:43 PM
C:\Windows\system32\mot_ci.dll had to come from somewhere. It is not on my Win10 Home laptop or my Win10 Pro VM.
https://community.osr.com/discussion/143321
See anything in c:\Program Files\Common Files\Motorola Shared?
Was that machine upgraded from XP? See any of these files?
https://www.helpjet.net/Fs-48447527-27808978-25750947-extract.html
Friday, December 28, 2018 12:33 AM
C:\Windows\system32\mot_ci.dll had to come from somewhere. It is not on my Win10 Home laptop or my Win10 Pro VM.
https://community.osr.com/discussion/143321
See anything in c:\Program Files\Common Files\Motorola Shared?
Was that machine upgraded from XP? See any of these files?
https://www.helpjet.net/Fs-48447527-27808978-25750947-extract.html
See anything in c:\Program Files\Common Files\Motorola Shared?
Yes, ~\Mobile Drivers\Motorola_Driver_Installer_Log.txt file
That was the only file from the list on the web page that could be found by doing a complete C: drive search.
The tag on this laptop indicates it was originally built with Windows 7, probably Home, since that is what is updated to in Windows 10.
Friday, December 28, 2018 1:43 PM
There has to be an INF that references mot_ci.dll, otherwise Windows would not know to use that dll when installing the device. Try it this way... open the admin command prompt again, paste in these commands. If you find any, create a folder like C:\MotoSave and then move the files there in case there are needed for some reason.
dir /b /s /a c:\P2K.inf
dir /b /s /a c:\P2K.sys
dir /b /s /a c:\USBMOT2000.INF
dir /b /s /a c:\W2KXPMDM.INF
dir /b /s /a c:\mot_ci.dll
dir /b /s /a c:\motcompXP.inf
dir /b /s /a c:\motmdrv.cat
dir /b /s /a c:\motmdrv.inf
Example: move c:\windows\system32\mo_ci.dll c:\MotoSave
Friday, December 28, 2018 9:57 PM
Sorry! There is only ONE of those files doing these searches as well as the ones I did yesterday. The only one found was "c:\windows\system32\mot_ci.dll". Maybe that's why this is not working as it should.
I did not move the file, since there was only the one.
Saturday, December 29, 2018 2:26 AM
Did you try forcing Windows to use the USB driver?
As a last resort, you can try to manually select a driver. In Properties/Driver, click on:
- Update Driver
- Browse my computer for driver software.
- Let me pick from a list of available drivers.
With Show compatible hardware checked, I see "MTP USB Device". If you have that, select it.
Otherwise uncheck Show compatible hardware. See if you can select "MTP USB Device".
Saturday, December 29, 2018 2:15 PM
With Show compatible hardware checked, I see "MTP USB Device". If you have that, select it.
- No MTP USB Device choice, but Motorola USB Device. I chose that then come to the next list of device types, after unchecking the compatible hardware.
Otherwise uncheck Show compatible hardware. See if you can select "MTP USB Device".
- A couple of choices here, but only one with a USB choice, "Standard MTP Devices":
MTP Bluetooth Device
MTP Device
MTP IP Device
MTP USB Device (grayed out)
When I choose the USB device, it gives the error, showing that the device type is not available/incomplete in the OS.