A different kind of "This device cannot start. (Code 10)" failure


EM250 Netbook  (basically an Acer)

Windows 7 Starter

4GB Sansa Clip+

Versiion V01.02.15A

Basically is the device will not attach in MTP mode.  Works fine in MSC, but MTP is required because the device was bought specifically for use with audible.com audiobooks, and that does not work in MSC mode.

Got the “This device cannot start. (Code 10)” bye looking inproperties after driver fails to load.  Two “insertion event” bleeps are heard during the process

Tried the " Net localgroup Administrators local service /add" from http://kb.sandisk.com/app/answers/detail/a_id/192

The command was successful, but did not fix the problem.

Tried updating every driver I could find.  Ran the sansa updater to make sure that everything was up to date.

The device fails the same way on an Acer netbook, and similarly on a WinXP desktop.

Watching the instal in the control panel’s device manager, you can see the low level driver load and the portable device become active, but then the MTP user level driver fails.

from the event viewer I see the following events associated with the insertion

Event ID 24576 Information: “Drivers were successfully installed for device USB\VID_0781&PID_74D0&REV_::8<.”

Event ID 25089 Information: “It was not possible to access the device () after installing drivers. Error code 0x80070651.”

Event ID 10110 Critical: “A problem has occurred with one or more user-mode drivers and the hosting process has been terminated.  This may temporarily interrupt your ability to access the devices.”

Event ID 10111 Critical: “The device MTP USB Device (location Port_#0003.Hub_#0005) is offline due to a user-mode driver crash.  Windows will attempt to restart the device 5 more times.  Please contact the device manufacturer for more information about this problem.”

I suspect the key error is the “Error code 0x80070651.”, but I have not found a solution for it online that works

Perhaps time for the SanDisk pros?

In the U.S.:  1-866-SANDISK (726-3475).  And other SanDisk contact information:  http://www.sandisk.com/sandisk-support/contact-us.

Manually set the Clip to MTP mode via Settings > System Settings >USB Mode > MTP.

Let’s rule out a USB2.0 power issue, as you’re on a notebook, by plugging in to AC power via the adaptor during testing.  You can even try using a different USB port from the one you used previously. 

Plug in the Clip.  Verify that the Device Stage pops up in the taskbar (Clip icon), and the Sansa states “connected”.

Click on Start, and right click on Computer at the right side of the start menu, selecting manage.  Go to the Device manager , and see that teh Clip is listed under Portable Device.

Right click on that listing, and select uninstall.


Unplug the Clip, wait 30 seconds, then plug in again.  See if Win7 tells you “New Device Found.  MTP Device.”

Bob  :smileyvery-happy:

I tried the uninstall driver technique without success.  After the “Discover New Hardware” step it would just fail the same way.

I did just find a way that worked though.  I re-installed the firmware.  Not via the Sansa Updater.  That program would just note that my Clip+ reported the most recent version, then give up.

Instead I manually re-installed the firmware using the process that Mac and Linux people have to use. detailed at


Briefly, it is to download the zip frime at


Unizip it, and move the two files in the root of the Clip+ while it is mounted in MSC mode.

When unplugged it updates the firmware.

I don’t know if it was a necessary step or not, but I also reformated the Clip+ from its menu.  In any event, it now mounts in MTP. mode.