Issue: When troubleshooting mobile device connection issues, it is sometimes necessary to remove all drivers for the mobile device.
1. Open a Command Prompt as an AdministratorClick 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 in subsequent steps.)
2. Enter the following commands into the command prompt
For each of the commands below, type them out exactly or copy/paste them into the command prompt, then press Enter to execute the command
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.)
This should open the Device Manager.
3. Enable Show Hidden Devices
In the Device Manager, select View > Show hidden devices
4. Expand the following topics:
- Mobile Devices
- Network Adapters
- Portable Devices
- Universal Serial Bus Controllers
5. In The topics from the previous step, look for any of the following:
- Microsoft USB Sync
- Microsoft Windows Mobile Remote Adapter
- Windows Mobile-based device support
- Unknown USB Device (Device Descriptor Request Failed)
- portable device with a name you gave the trouble device
- any of the above with a number after it, e.g. #2
6. Uninstall each of the above devicesFor each of the objects the previous step:
- Right-click, then select Uninstall.
- If there is a checkbox for "Delete the driver software for this device", check it and click OK.
- Repeat this step until they're all gone.
7. Refresh the Device List
right-click the PC name (at the top of the Device Manager list)
then click Scan For Hardware Changes.