Problems occur when you run a program that accesses a USB 2.0 DVD drive or CD-RW drive

When you run a program that accesses a Universal Serial Bus (USB) 2.0 DVD-ROM drive or CD-RW drive, you may experience problems similar to one or more of the following scenarios:

• If you run Intervideo WinDVD with a USB 2.0 DVD-ROM drive, you may experience choppy or distorted audio or video, and you may have difficulty going to a particular menu or scene on the disc. These problems occur when you play a DVD for some length of time (for example, 30 to 60 minutes), you quit WinDVD, you restart WinDVD, and then you try to play the DVD again.
• If you run Roxio Easy CD Creator (for example, version 5) with a USB 2.0 CD-RW drive and you use the Disc Copier feature, you may receive the following error message when Disc Copier tries to locate the CD-RW drive:
  Disc Copier could not find a supported CD-ROM reader
  On a Windows 2000-based computer, you may also receive an "Unsafe Removal" message. This message refers to the CD-RW drive. Or, you may receive a "Windows 2000 has finished installing new devices" message, and then Windows prompts you to restart your computer for the changes to take effect.
• If you run Roxio Easy CD Creator (for example, version 5) with a USB 2.0 CD-RW drive, you may not be able to erase an existing CD-RW disc.

These problems may occur if the host controller issues a USB bus reset command after it receives several USB STALL packets from the DVD device or the CD-RW device. These STALL packets are typically issued by the device in response to a command that the host controller cannot run successfully.

When a STALL occurs while there is significant additional traffic on the bus, the USB 2.0 host controller driver (Usbehci.sys) may not return the correct result status for a USB transfer that has been stopped because of a STALL condition. This condition may cause upper-layer USB drivers to misinterpret the status of the device and the USB bus. The drivers then issue a bus reset to clear the error conditions and reinitialize the USB devices on the bus.

Critical operations include the detection of the CD-RW drive or the authentication of a DVD title. If the USB bus reset occurs while a critical operation is in progress, the operation may fail in a way that the program (that is, the DVD player program or the CD writer program) cannot correct. This condition causes the symptoms that are described in the "Symptoms" section of this article.

Note Some USB devices that have been found to generate additional USB traffic that is sufficient to cause the problems that are described in the "Symptoms" section include the following:

• Bluetooth adapters (including those that are built in to portable computers)
• Pocket PC devices that perform an ActiveSync action by using a USB connection

Windows XP service pack information

To resolve this problem, obtain the latest service pack for Windows XP. For additional information, click the following article number to view the article in the Microsoft Knowledge Base:

Hotfix information

Windows Server 2003

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site: Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

File information

The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in coordinated universal time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel.

Windows XP

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site: Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language. The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in coordinated universal time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel.

Windows 2000

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing this specific problem.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, submit a request to Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site: Note The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in coordinated universal time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel.

To work around these problems, restart your computer. Doing this may or may not successfully work around the problem.

Microsoft has confirmed that this is a problem in the Microsoft products that are listed at the beginning of this article. This problem was first corrected in Windows XP Service Pack 2.

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.