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AdamHarden
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[Help Needed] New Alienware X51 BSODs when using USB 3.0 Ports

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Hi everyone,

Today I received my Alienware X51.  After setting up the system, I plugged in my USB 3.0 external hard drive to one of the two USB 3 ports on the back of the unit.  The system immediately blue-screened and shut down.  I let the system restart normally only to find it blue screened again and restarted again.  After the third BSOD, I removed all the peripheral devices from the PC and let it restart.  It did not crash this time.  Systematically plugging the devices back in demonstrated that when the USB 3 hard drive was plugged into the system, the PC crashed.  I am able to reproduce this consistently: hard drive goes in, system crashes.

I got off the phone with Dell tech support this evening, but all they could tell me to do is find another USB 3 device to test the ports with.  Since I have none available, I'm looking to the user community for some help.  For the record, I've managed to pull the dump files from the BSOD.  Here's the latest one in graphical format:

6428.usb3crashdump.png

Has anyone seen this before?  My current troubleshooting steps have consisted of uninstalling the Renesas Electronics USB 3 hub controller driver that shipped with the system and reinstalling the drivers using a package available on the Dell website (http://downloads.dell.com/Pages/Drivers/alienware-x51.html).  This did not work.  I also tried formatting the hard drive, but the BSODs persisted.  Needless to say, I am out of ideas.

The drive works fine in a USB 2 port.  Of course, I am disappointed that I am not able to use the higher speeds of the USB 3 port at this time.

Has anyone seen this before?  Any suggestions on next steps?  What information can I provide that would help?

Thanks!

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19 Replies
7 Plutonium

Re: [Help Needed] New Alienware X51 BSODs when using USB 3.0 Ports

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Hi Adam,

Are you able to boot to safe mode with the external drive plugged in?

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AdamHarden
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Re: [Help Needed] New Alienware X51 BSODs when using USB 3.0 Ports

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Hi,

Yes, the PC still blue-screens when the HDD is plugged in, even in safe mode.  I certainly could use more assistance... what other information would be helpful for you to know?

Thanks!

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Moderator
Moderator

Re: [Help Needed] New Alienware X51 BSODs when using USB 3.0 Ports

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AdamHarden,

So the USB 3.0 drive works on all six black USB 2.0 port at 2.0 speed? But fails on both of the blue USB 3.0 ports?

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AdamHarden
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Re: [Help Needed] New Alienware X51 BSODs when using USB 3.0 Ports

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That is correct.

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Moderator
Moderator

Re: [Help Needed] New Alienware X51 BSODs when using USB 3.0 Ports

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Is there any other computer with USB 3.0 ports that you can check the drive on? Did you check the drive manufacturer for firmware updates?

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AdamHarden
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Re: [Help Needed] New Alienware X51 BSODs when using USB 3.0 Ports

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I have tested the drive on multiple other PCs and it works fine.  

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Moderator
Moderator

Re: [Help Needed] New Alienware X51 BSODs when using USB 3.0 Ports

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We doubt that the issue is with the motherboard. But go ahead and initiate an onsite service to get it replaced to test the replacement motherboard.

Contact the Alienware Team at this email address:
AWCC-Resolution_experts@Dell.com
They will need the following information -
Name:
Shipping Address:
Phone:
Best Time To Reach You:
System Model: X51
Service Tag number:
Issue Description: X51 USB 3.0 ports fail to read a USB 3.0 drive. BSODs
Troubleshooting done:
Request: Motherboard exchange via onsite service

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ds5384
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Re: [Help Needed] New Alienware X51 BSODs when using USB 3.0 Ports

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Same issue, exactly. 1T usb drive and 2 laCie rugged keys. Blue screen on boot if they are plugged in, and blue screen once plugged into USB 3 ports.

3542.bsod.PNG

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ds5384
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Re: [Help Needed] New Alienware X51 BSODs when using USB 3.0 Ports

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@AdamHarden FIXED - Don't have them replace your motherboard. Genius solution, by the way..

Go to device manager and right click on the Renasas Electronics USB Host Controller

Check - "Delete the driver..."

1263.RE1.PNG



Then go to renasas site here;


Renasas site

Install this software:

4403.RE2.PNG

 

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