Sometimes when troubleshooting mobile device connection issues, it is necessary to remove all drivers for the mobile device.
- On the PC: run the Command Prompt as Administrator.
Click the Start menu
Type in the search box: cmd
In the list that appears, right-click cmd.exe (or Command Prompt), then Run As Administrator. Approve any security prompt that appears.
(Note: If you don't do the "right-click, Run As Administrator" steps, the hidden devices will not show up in Step 4.)
- In the command prompt, exactly type or copy/paste the following command, then Enter:
Note: To paste into a command prompt window, right-click anywhere in the window. If you get a menu, click Paste. (Windows 10 also allows Ctrl-V to paste into a Command Prompt.)
- Type or copy/paste the following command, then Enter:
The Device Manager will open.
- View menu, Show Hidden Devices. With the command from Step 2, this shows non-present devices as grayed/ghosted icons.
- Expand these topics if present:
- In the topics from Step 5, look for:
Microsoft USB Sync
Microsoft Windows Mobile Remote Adapter
Windows Mobile-based device support
portable device with a name you gave the trouble device
any of the above with a number after it, e.g. #2
- For each of the objects in Step 6, right-click, then Uninstall. If there is a checkbox for "Delete the driver software for this device", check it. Click OK. Repeat this step until they're all gone.
- To get Windows to re-poll for devices, right-click the PC name (at the top of the Device Manager list), then click Scan For Hardware Changes.