Dell XPS 8920 USB ports

[BO Terry]

I have a client with a Dell XPS 8920, purchased new in 2017. While still under warranty, some of the USB ports on the front stopped working. Dell determined that the sub-board had failed and sent a tech out to replace it. Last week, they started having USB port issues again. Now, one of the USB 2.0 ports on the front and one of the 2.0 ports on the back are currently working. No other's are working. When you plug in a mouse to one of the ports that isn't working, it says "USB device not recognized." When You look under USB controllers in Device Manager, it says "unknown USB Device (Device Descriptor Request Failed) and device status says "windows has stopped this device because it has reported problems. (Code 43)

I tried updating the drivers on Dell and Windows, checked for updated BIOS and reset the BIOS to defaults, turning off "allow the computer to turn off this device to save power" if available, hard reset computer. So far, nothing has helped.

Any other suggestions?

 

[HCHTech]

Boot it with a Linux disk and see if the problem continues. If yes = hardware. If no = Windows problem.

 

[sapphirescales]

Power supply. Whenever USB ports start randomly failing, it's usually because they're not getting sufficient power from the power supply.

 

[Markverhyden]

Boot it with a Linux disk and see if the problem continues. If yes = hardware. If no = Windows problem.

Should be the second step. First is, of course, replicating the customer's issues.

 

[HCHTech]

Should be the second step. First is, of course, replicating the customer's issues.

Right. I can't tell you how much easier my life got once I began starting each visit with "show me the problem". That's when you find out they were jamming the USB cable into the network port on the printer, for example.

 

[BO Terry]

Should be the second step. First is, of course, replicating the customer's issues.

Good question. I have seen it duplicated. I plan to go by in the morning with a new UBUNTU boot drive.

 

[BO Terry]

Power supply. Whenever USB ports start randomly failing, it's usually because they're not getting sufficient power from the power supply.

I will test this as well, thanks.