Windows 8.1 Ent. Helix - Sierra Wireless EM7700 device error code 43

System:
Helix 3701XXX
Windows 8.1 Enterprise 64-bit
Third Apps installed
Latest Lenovo Drivers installed
Problem:
Sierra Wireless EM7700 device experiences device code error 43 or not “USB device not recognized.” There are also times where there are two or more instances of the same device in Device Manager.
When the problem occurs, users are unable to see the mobile broadband device under Network connections menu (Charms menu->Settings->Network Connections). Installed drivers on system: Sierra Wireless QMI Lenovo Driver Package 2.6.1.209.0. Experienced this issue with the Lenovo pre-load image and corporate image. The problem has been reported by 10+ users/systems;
When it occurs:
The problem is intermittent; it often occurs after waking the system up from sleep or starting the system from a cold boot. As a workaround, the user has to restart the system a couple to several times in order for the device to be recognized.
Wondering if anyone else has been experiencing this on the Helix 3701XXX Windows 8.1 Enterprise? Any advice is appreciated.

I get similar problems with the Ericsson C5621 wireless card.
To be honest, almost every 3G\4G internal card I've experienced (in Dell, Toshiba and now Lenovo) have suffered from the same two problems (when used against UK mobile providers):
i) issues resuming from sleep - typically the card not responding or not found until doing another sleep\resume or power cycle
ii) issues when moving quickly between cells (e.g. if using the device on a train etc.), when the card will stop transmitting traffic although claims to be connected, and then will become unresponsive attempted a disconnect and reconnect. Again power cycling the card (via sleep\resume, reboot, or occasionally disabling\renabling or uninstalling\reinstalling the driver) will resolve this.
Given that these cards are typically used in mobile devices where sleep\hibernate and being on the move are pretty common scenarios, it is frustrating that the 3G\4G hardware companies still can't get them to work reliable.
Matthew

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Diagnostic Report (1.9.0027.0):
Windows Validation Data-->
Validation Code: 0
Cached Online Validation Code: 0x0
Windows Product Key: *****-*****-X92GV-V7DCV-P4K27
Windows Product Key Hash: aU2z1/fnhnLHmhBm699qYZT2E6s=
Windows Product ID: 00426-OEM-8992662-00400
Windows Product ID Type: 2
Windows License Type: OEM SLP
Windows OS version: 6.1.7601.2.00010100.1.0.001
ID: {58492533-DAC0-4F4B-8CB4-7C2572CD6AD2}(3)
Is Admin: Yes
TestCab: 0x0
LegitcheckControl ActiveX: N/A, hr = 0x80070002
Signed By: N/A, hr = 0x80070002
Product Name: Windows 7 Ultimate
Architecture: 0x00000009
Build lab: 7601.win7sp1_gdr.130828-1532
TTS Error:
Validation Diagnostic:
Resolution Status: N/A
Vista WgaER Data-->
ThreatID(s): N/A, hr = 0x80070002
Version: N/A, hr = 0x80070002
Windows XP Notifications Data-->
Cached Result: N/A, hr = 0x80070002
File Exists: No
Version: N/A, hr = 0x80070002
WgaTray.exe Signed By: N/A, hr = 0x80070002
WgaLogon.dll Signed By: N/A, hr = 0x80070002
OGA Notifications Data-->
Cached Result: N/A, hr = 0x80070002
Version: N/A, hr = 0x80070002
OGAExec.exe Signed By: N/A, hr = 0x80070002
OGAAddin.dll Signed By: N/A, hr = 0x80070002
OGA Data-->
Office Status: 109 N/A
OGA Version: N/A, 0x80070002
Signed By: N/A, hr = 0x80070002
Office Diagnostics: 025D1FF3-364-80041010_025D1FF3-229-80041010_025D1FF3-230-1_025D1FF3-517-80040154_025D1FF3-237-80040154_025D1FF3-238-2_025D1FF3-244-80070002_025D1FF3-258-3
Browser Data-->
Proxy settings: N/A
User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Win32)
Default Browser: C:\Program Files (x86)\Mozilla Firefox\firefox.exe
Download signed ActiveX controls: Prompt
Download unsigned ActiveX controls: Disabled
Run ActiveX controls and plug-ins: Allowed
Initialize and script ActiveX controls not marked as safe: Disabled
Allow scripting of Internet Explorer Webbrowser control: Disabled
Active scripting: Allowed
Script ActiveX controls marked as safe for scripting: Allowed
File Scan Data-->
Other data-->
Office Details: <GenuineResults><MachineData><UGUID>{58492533-DAC0-4F4B-8CB4-7C2572CD6AD2}</UGUID><Version>1.9.0027.0</Version><OS>6.1.7601.2.00010100.1.0.001</OS><Architecture>x64</Architecture><PKey>*****-*****-*****-*****-P4K27</PKey><PID>00426-OEM-8992662-00400</PID><PIDType>2</PIDType><SID>S-1-5-21-3905371182-2698555194-554347162</SID><SYSTEM><Manufacturer>Dell
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Standard Time(GMT+00:00)</TimeZone><iJoin>0</iJoin><SBID><stat>3</stat><msppid></msppid><name></name><model></model></SBID><OEM><OEMID>DELL </OEMID><OEMTableID>CBX3
</OEMTableID></OEM><GANotification/></MachineData><Software><Office><Result>109</Result><Products/><Applications/></Office></Software></GenuineResults>
Spsys.log Content: 0x80070002
Licensing Data-->
Software licensing service version: 6.1.7601.17514
Name: Windows(R) 7, Ultimate edition
Description: Windows Operating System - Windows(R) 7, OEM_SLP channel
Activation ID: 7cfd4696-69a9-4af7-af36-ff3d12b6b6c8
Application ID: 55c92734-d682-4d71-983e-d6ec3f16059f
Extended PID: 00426-00178-926-600400-02-2057-7601.0000-0452014
Installation ID: 015022194896715926564380852615762536846771772141316646
Processor Certificate URL: http://go.microsoft.com/fwlink/?LinkID=88338
Machine Certificate URL: http://go.microsoft.com/fwlink/?LinkID=88339
Use License URL: http://go.microsoft.com/fwlink/?LinkID=88341
Product Key Certificate URL: http://go.microsoft.com/fwlink/?LinkID=88340
Partial Product Key: P4K27
License Status: Initial grace period
Time remaining: 37860 minute(s) (26 day(s))
Remaining Windows rearm count: 3
Trusted time: 14/02/2014 09:02:26
Windows Activation Technologies-->
HrOffline: 0x00000000
HrOnline: 0x00000000
HealthStatus: 0x0000000000000000
Event Time Stamp: 2:14:2014 09:00
ActiveX: Registered, Version: 7.1.7600.16395
Admin Service: Registered, Version: 7.1.7600.16395
HealthStatus Bitmask Output:
HWID Data-->
HWID Hash Current: NAAAAAEAAQABAAIAAAACAAAABAABAAEAHKLYsxuJLAK4jqbIhjvuI1YXxgem9B73it4ucw==
OEM Activation 1.0 Data-->
N/A
OEM Activation 2.0 Data-->
BIOS valid for OA 2.0: yes
Windows marker version: 0x20001
OEMID and OEMTableID Consistent: yes
BIOS Information:
ACPI Table Name   OEMID Value   OEMTableID Value
APIC           DELL         CBX3
FACP           DELL         CBX3
HPET           A M I        PCHHPET
BOOT           DELL         CBX3
MCFG           DELL         SNDYBRDG
TCPA
SSDT           DELLTP       TPM
SSDT           DELLTP       TPM
SSDT           DELLTP       TPM
DMAR           INTEL        SNB
SLIC           DELL         CBX3
SSDT           DELLTP       TPM

Hi,
The error code 0xC004E003 means that the Software Licensing Service reported that license evaluation failed.
We may need to involve the phone activation center and check if they can resolve the issue:
How to contact a Microsoft Product Activation Center by telephone
http://support.microsoft.com/kb/950929/
Meanwhile, you should post your question in the forum mentioned by Kamin of Ressik. They are the most knowledgeable about the topic.
Hope it helps.
Regards,
Blair Deng
Blair Deng
TechNet Community Support

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dwmreg64 wrote:
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I would recommend uninstalling the current version of VZAM on the PC, and installing the VZAM software from www.vzam.net. I have listed the instructions below on navigating to the software.
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The update failed to install.
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=================================
Checking System Update Readiness.
Binary Version 6.0.6002.23186
Package Version 24.0
2014-06-14 15:33
Checking Windows Servicing Packages
Checking Package Manifests and Catalogs
Checking Package Watchlist
Checking Component Watchlist
Checking Packages
Checking Component Store
Summary:
Seconds executed: 2169
No errors detected
Checking CoreOS key for repairing corruptions.
Winner version: 6.0.6002.18971.
Processor architecture: x86.
Check key to be repaired: wcm://Microsoft-Windows-CoreOS?version=6.0.6002.18971&language=neutral&processorArchitecture=x86&publicKeyToken=31bf3856ad364e35&versionScope=nonSxS&scope=allUsers\metadata\elements\ComputerName
Recreated value: @_type.
Recreated value: @dataOnly.
Recreated value: @default.
Recreated value: @description.
Recreated value: @displayName.
Recreated value: @handler.
Recreated value: @legacyName.
Recreated value: @legacyType.
Recreated value: @migrate.
Recreated value: @scope.
Recreated value: @xsd:type.
=======================================
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We're using Windows Vista Business SP2 32 bit upgraded from XP. Antivirus - Bitdefender up to date. Previous antivirus - Avira Antivir and AVG. Firewall - Online Armor. The last successful update installation was Security Update for Office 2003 (KB2726929).
It and other updates have installed successfully (after the KB2926765 failure) and KB2926765 keeps failing.
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Go through the following thread:
Windows Update Error Code 8024200D
You may create another user account with administrative privileges and recheck the issue.
S.Sengupta, Windows Entertainment and Connected Home MVP

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Dear All,
Is it possible to help?
I bought Lenovo X61, 7675-K2U, Windows XP with built in from Lenovo Verizon Sierra Wireless 1xEV-DO Network Adapter, Hardware version MC5725 with antenna and all other necessary things. I am using my Laptop in the Europe, actually in Latvia where are available such providers as: Tele2, Bite (partner of Vodafone), LMT (partner of Telia Sonera). I would like to use WWAN services in my country and I am going to understand that I must to change my current adapter to WWAN Sierra Wireless MC8775 HSDPA adapter. Is it right way and it helps and is it possible to change?
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I don't work for Lenovo. I'm a crazy volunteer!

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Originally Posted by dave4nier
When you hover over the ZESM icon, it shows a Sierra Wireless HSDPA Modem. However, the when connected to the BroadBand network, windows see's it using a wireless driver which ZESM doesn't know about. I can send you my policy, but I'm not sure that its relevant. I get this behavior with a stock install and the default policy. I can attach my policy files if you still feel its relevant.
I think this is a fairly huge issue, and could allow a user to totally circumvent the ZESM client and leave the machine fully vulnerable.
Can you try the following:
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Select an icon for the location
In Wi-Fi Management click the "Filtered Access Points" tab and enter the SSID of your Wireless AP (it is case sensitive)
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Does the ZESM client change locations?

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This was posted as a reply to german forum but it was deleted Symptoms (mobile connection is connected)
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http://forums.lenovo.com/t5/ThinkPad-Tablets/Thinkpad-8-with-Sierra-Wireless-EM7345-Driver-or-Firmware-issue/m-p/1758961http://forums.lenovo.com/t5/ThinkPad-Slate-Tablets/Tablet-8-win-8-1-unbekanntes-Gerät-1-CDC-kein-mobiles-breitband/m-p/1839400http://forums.lenovo.com/t5/ThinkPad-Tablets/Thinkpad-10-EM7345-stops-working/td-p/1742115http://forums.lenovo.com/t5/ThinkPad-Tablets/Flaky-WWAN-in-ThinkPad-10/m-p/1793007 Additional related issue - firmware update does not work
Old firmware 1.1 that can not be updated to 1.2, read this thread http://forums.lenovo.com/t5/T400-T500-and-newer-T-series/T540p-Sierra-WWAN-EM7345-reliability/m-p/1839271#M106663 The 1.2 firmware might help to resolve the issue (although this post states it actually did not help). Technical details When the USB composite device (EM7345 = WWAN + GNSS) disappears it incorrectly identifies itself as VID = 1519, PID = F000 so Windows can not find proper driver for the device and displays it with (?) icon. If you remove the '1 CDC' device from Device Manager and perform 'Scan for hardware changes' this time it is correctly identified as VID = 1199, PID = A001 and installed (these tasks can be automated using devcon.exe command-line tool, so the fix wouldn't require OS restart everytime it occurs. It is still hack, not a solution). It looks like a firmware bug because the USB composite device and WWAN MBIM device uses Microsoft generic driver. Summary Given the price tag of ThinkPad 8 and 10 tablets, Lenovo should fix that because this is basic functionality failure. Disappearing WWAN device that needs full restart is really serious issue. And again, please diagnose and resolve the issue (hint , hint) instead of "try to reinstall this, try to reinstall that, replace this, replace that" advices. It leads to nowhere because the driver/firmware is buggy as it was in the past with Ericsson device. (copy of the post is stored)

More details. I installed USB Device Viewer from Windows Driver Kit to get some information. When the EM7435 device is healthy: [Port3] : USB Composite Device
Is Port User Connectable: no
Is Port Debug Capable: no
Companion Port Number: 0
Companion Hub Symbolic Link Name:
Protocols Supported:
USB 1.1: yes
USB 2.0: yes
USB 3.0: no
Device Power State: PowerDeviceD2
---===>Device Information<===---
String Descriptor for index 2 not available while device is in low power state.
ConnectionStatus:
Current Config Value: 0x01 -> Device Bus Speed: High (is not SuperSpeed or higher capable)
Device Address: 0x05
Open Pipes: 6
===>Device Descriptor<===
bLength: 0x12
bDescriptorType: 0x01
bcdUSB: 0x0200
bDeviceClass: 0xEF -> This is a Multi-interface Function Code Device
bDeviceSubClass: 0x02 -> This is the Common Class Sub Class
bDeviceProtocol: 0x01 -> This is the Interface Association Descriptor protocol
bMaxPacketSize0: 0x40 = (64) Bytes
idVendor: 0x1199 = Sierra Wireless Inc.
idProduct: 0xA001
bcdDevice: 0x1729When the EM7435 device disappears and is shown as unknown '1 CDC' device [Port3]
Is Port User Connectable: no
Is Port Debug Capable: no
Companion Port Number: 0
Companion Hub Symbolic Link Name:
Protocols Supported:
USB 1.1: yes
USB 2.0: yes
USB 3.0: no
---===>Device Information<===---
String Descriptor for index 2 not available while device is in low power state.
ConnectionStatus:
Current Config Value: 0x00 -> Device Bus Speed: High (is not SuperSpeed or higher capable)
Device Address: 0x02
Open Pipes: 0
*!*ERROR: No open pipes!
===>Device Descriptor<===
bLength: 0x12
bDescriptorType: 0x01
bcdUSB: 0x0200
bDeviceClass: 0x02 -> This is a Communication Device
bDeviceSubClass: 0x00
bDeviceProtocol: 0x00
bMaxPacketSize0: 0x40 = (64) Bytes
idVendor: 0x1519 = Comneon GmbH Co., Ohg.
idProduct: 0xF000
bcdDevice: 0x1234 I have also tried to diagnose what exactly happens after returning from Connected standby usingUSB hardware verifier but as usually I can not reproduce it while the tool is used

Windows 8.1 Ent. Helix - Sierra Wireless EM7700 device error code 43

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