Specific device won't stay hidden

[smartcooky]

I have two drives plugged into a USB enclosure. I can hide them from the tray menu, but they wont stay hidden.

I go to the tray menu click on the "n devices are hidden" link
Right click on the entry in question and click "Hide Device From the Tray Menu"
It hides.

But when the computer is restarted, or even if I just come back to it later in the day, the enclosure with its two drives are back in the tray menu again.
None of the other several USB drives seem to have this issue.... they stay hidden all the time

Any ideas as to why this might be happening?

Screenshot (69).png (85.34 KiB) Viewed 23725 times

2025-09-15 08.20.50-1.jpg (59.05 KiB) Viewed 23725 times

[Igor]

Hi smartcooky,
Usually it means that the system changes the device's unique ID for these drives therefore the program cannot find its properties and doesn't hide.

In order to check this and see if we can do something, please send me the report(s) from the program:

• Enable the option "Advanced" -> Enable verbose logging
• Hide the mentioned device from the tray menu (the same way as you did on the screenshots above)
• Immediately send us the report from the program - choose Menu -> Help -> Report a bug
• Restart your PC
• If the device became visible in the menu, send us the report once again

P.S. Also try to press the Refresh button in the main dialog or the menu (see the pic above) after you hide the device from the tray menu. If the device stay hidden or became visible after the refresh?

usr-refresh.png (27.15 KiB) Viewed 23714 times

[smartcooky]

OK, I did what you asked and sent the report.

As to the second part of your instructions, I don't appear to have a "refresh" button in the location where your screenshot shows.
Different version perhaps?

[Igor]

Yes, you are using a too old version that we are no longer supporting. In this version you can use the similar Refresh button in the left bottom corner of the main menu.

It'd be great if you check this issue with the latest version 7.1 (get it here ). Your license key is not valid for it as its upgrade period ended in 2017, but you can use it in the trial mode and then revert back to your old one.

Also I can see you sent a report, but I need that you send two reports. One report after you hid the device, and another after you restart your PC and the device become visible again. It'd be great if you send these reports once again from the latest version.

[smartcooky]

OK, I will redo those reports later today

[smartcooky]

Hi Igor
I have updated to v 7.1.1.1327 and paid for the updated license.
Rather than send reports, I will adopt a wait-and-see approach to see if updating the software fixes the issue.
I will be in touch here, in this thread, if the issue occurs again.

[smartcooky]

Hi Igor
The update hasn't stopped the issue from happening. The drives plugged into the docking station reappeared after a restart. I have sent the two reports you asked for

1. After hiding & before the restart
2. After the restart when the drives reappeared.

After hiding, I also tried just restarting Explorer, but that made no difference

Also, the refresh button you suggested didn't work.

[smartcooky]

Hi Igor
I sent you the reports you requested about three weeks ago. Still waiting for a recommendation as to what steps to take next to try to resolve this issue.

[Igor]

Hi smartcooky,
Thank you for the log files you sent us! Also I'm sorry again for the delay, the issue is non typical and it required a decent amount of time to investigate and prepare an answer.

Investigating the logs I can see this device behave itself in a strange way. On each restart it changes its Device Instance ID (or a PnP name) - a unique device identifier which identifies a device in the system.

PnpName before restart:

Code: Select all

Sys_DevicePnPName: USB\VID_152D&PID_0565\MSFT30RANDOM__CC1D61B6A084

After the restart:

Code: Select all

Sys_DevicePnPName: USB\VID_152D&PID_0565\MSFT30RANDOM__244B74CDBF83

This ID is the only way for us to identify the device and load its settings. Since every time the device has a new ID the program considers it as a new device and put it to the visible section.

All other devices on your system behave correct and their PnP names are persistent. At the moment I don't know the reason of such behavior of the device and how to make a workaround for it. I can only suppose that this is either a poor design of the device or there's some low level software (ie backup) that changes PnP name for its internal purposes. If you often seeing the "Setting up a device" notification (see attached screenshot), this is probably the first case, if you are not seeing it, its probably the second reason - issue caused by another software.