69181: Acronis DeviceLock DLP: USB devices periodically stop working until next system reboot

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Applies to: 

Last update: 06-07-2021

Symptoms

On a DeviceLock-controlled computer, a USB device stops working spontaneously or after being disconnected and won't work again until the computer is rebooted.

The problem device is listed with exclamation mark in the Device Manager as shown below:

And in the Windows Logs ->System a warning message with Event ID 219 is registered about the driver \Driver\usbccgp and/or \Driver\WUDFRd failed to load for the problem device(s).

Cause

DeviceLock service periodically inquires PnP Manager to receive the actual list of devices attached to the system. Sometimes PnP manager fails to load a driver for a specific device after another device enumeration.  

Solution

Keep the problem drivers in question always loaded in system. That can be achieved by two methods:

  1. Always have some composite USB device attached to the affected computer.
  2. To keep the drivers USBCCGP and WUDFRd loaded, import the reg-file from this archive when DeviceLock Service is stopped on the affected computer(s). To stop DeviceLock Service on a computer, follow the instructions in this KB: https://kb.acronis.com/content/69182
If Windows System Log registers Event ID 219 about the driver(s) different from USBCCGP or WUDFRd, please contact DeviceLock support for resolution.