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XPS 8910, Rear USB 2.0 ports not working?
I have a relatively new Dell XPS 8910 computer, purchased October 2016. I hooked up the Dell USB keyboard and mouse that shipped with my computer to the 2 USB ports on the back of the tower located next to the Ethernet port. Over time, one of the USB ports stopped recognizing my mouse. Then, the other USB port stopped recognizing my keyboard. Now both USB ports do not seem to work. I have to connect my keyboard and mouse to the front of the tower to get them to work. The other 4 USB ports on the back of the tower are taken up by my removable hard drives. Has anyone else experienced this problem? Anyone happen to know what's wrong? Photo attached.
Thanks.
RoHe
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April 10th, 2017 12:00
Power on and IMMEDIATELY press F2 to open BIOS setup. Look for USB Configuration options and make sure the rear USB ports are all fully enabled. Don't change anything else in setup, but be sure to save the change if you changed USB settings.
If that doesn't help, power off and unplug the power cord from the REAR of PC. Press/hold power button for ~30 sec. Disconnect all other USB devices and connect the K+M to those 2 ports next to the Ethernet port. Reconnect the power cord to rear of PC and reboot. If K+M work now, try reconnecting other USB devices.
If you get to a point where K+M fail again, that might suggest the USB hubs are being overloaded with power-hungry devices and you might need an externally powered USB hub with its own power brick.
If none of that helps, contact Dell Tech Support since the PC should still be under warranty.
tdb41
57 Posts
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April 10th, 2017 18:00
Thanks for the quick reply, RoHe. I have a strange answer.
I contacted Dell support and I did the 3 steps they suggested:
1. Resolve USB issues using Dell Click 2 Fix.
2. Run ePSA. My computer passed.
3. Update BIOS and chipset drivers.
None of those worked. Then I read your post and tried your suggestions. Your suggestions did not work either.
Now here is the strange part. With no other devices connected to any USB port on my computer, for some weird reason, the two USB ports in question work again with my mouse. However, the keyboard does not work with either port. If I plug the mouse into one of the two USB ports in question and any other device (e.g. a removable hard drive), the other device works in the other port as well. However, the keyboard still does not work in any of the two ports in question. The keyboard does however work on any of the four remaining USB ports below (rear) and on any of the USB ports in front.
STRANGE.
RoHe
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April 10th, 2017 20:00
Can you try a different USB keyboard on one of those 2 rear ports?
Does keyboard work, eg its arrow keys, if you reboot and open BIOS setup?
You might also try this:
tdb41
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April 12th, 2017 13:00
Remove the motherboard battery?! That scares me.
RoHe
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April 12th, 2017 14:00
Not very difficult. Read the Service Manual for instructions and/or find a geeky friend to help.
downloads.dell.com/.../xps-8910-desktop_service manual_en-us.pdf
pahoo31
25 Posts
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May 13th, 2017 10:00
I had the same problem on my 8910. This worked for me. Go to device manager and expand the usb tree, expand each usb device and uncheck "allow the computer to turn off this device to save power" in the power management tab if available.
tino_du
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May 16th, 2017 01:00
Hello...
As mentioned before this issue is about 2 USB ports on the back of the tower located next to the Ethernet port - Dell XPS 8910 - bought 3 months ago.
In my case, first symptom was severe mouse lag (port next to Ethernet port). I tried switching Keyboard and Mouse but that resulted in severe keyboard lag, even multiple keys pressed when single key was pressed. So I left that port and connected my mouse elsewhere. After few days, suddenly my keyboard stopped working.
Following instructions mentioned in this thread did not help....
Connecting another USB keyboard to same port did not work - i received and windows error "one of the USB devices ... malfunctioned, and Windows does not recognize it". Connecting same keyboard to other ports went fine. Connecting other USB devices to ports with M/K issue is OK - for example, webcam work just fine.
What is specially worrying, keyboard connected to these two ports doesn't work in BIOS - so I concluded it's not windows/drivers problem.
@tdb41 - did you solve your issue?
Is there any official comment about this issue, has anybody found the cause and/or solution?
Thanks
vtoy116
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May 16th, 2017 12:00
They two USB ports next to the Ethernet port are the only two USB 2.0 ports, the rest are USB 3.0 or 3.1. It seems to me that these ports have failed and your motherboard needs to be replaced. I think the biggest clue is that these ports did not work in the BIOS. I would contact Dell for a warranty repair.
Critical1
27 Posts
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July 12th, 2017 12:00
I have had the same experience, performed the above suggested fixes, and still the two USB 2.0s are malfunctioning.
What is now the solution?
RoHe
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July 12th, 2017 12:00
Try updating all the chipset drivers. Assuming this is Win 10, the drivers are here:
www.dell.com/.../advanced
And there's a firmware update for USB3.1 listed that you might also need...
vtoy116
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July 12th, 2017 14:00
If the USB 2.0 ports do not work in the BIOS I fail to see how updating the chipset drivers is going to help.
RoHe
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July 12th, 2017 17:00
There are multiple users posting in this thread and I see only one who said anything about USB2 ports not working in BIOS setup.
Either way, the users should also check in BIOS setup to make sure the rear USB2 ports are Enabled...
ghost-in-a-shel
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July 15th, 2017 18:00
I have my USB keyboard plugged into one of the two USB ports "dedicated" on the XPS for keyboards/Mice. One day it just got the "USB device is unrecognized" error.
I've done the usual:
-Unplugged the USB/restarted the PC from cold boot
-Unplugged the power supply for a couple hours for a true cold boot
-Updated the USB port drivers for all ports, not just the one with the issue (Device manager -> Update driver software)
-Uninstalled the USB port using device manager and let the restart re-install it
-used the USB device diagnostics software from MS, but for whatever reason it doesn't detect it as an issue.
All of these still ended up with the "unrecognized error" the second I press a key on the keyboard.
Here's the odd part: When I use one of the USB 3.0 slots (either on the back or the front of the XPS) everything works (hence why I'm able to type this). What's ever weirder is that if I plug a USB hub into one of the USB slots that is having the issue (the "dedicated" keyboard/mouse slots), then plug the keyboard into that hub, it also works.
In addition, basically every other USB device, including my mouse, also works using the usb port in question.
Obviously I would like to use the "keyboard" usb slot as I'd like to keep the 3.0 USB for devices that need the high speed. I'd also like to use the dedicated USB port without the hub since I don't want my keyboard fighting with other usb devices.
OS is Windows 10 using a Microsoft Multimedia keyboard with the most recent drivers.
I know it's not a hardware issue, since plugging in the keyboard into one of the USB 3.0 slots properly installs the drivers, yet plugging it into the 2.0 Keyboard USB fails the install and gives the "DEVICE_DESCRIPTOR_FAILURE" error. I have checked the event properties for the slot and the oldest event ("Device USB\VID_0000&PID_0002\5&1cd0e23a&0&5 was configured") matches up with the date that the issue started. I'm wondering if there is a way to reset the usb.inf driver just for this, because uninstalling the device retains the information from the previous dates.
I've tried looking for solutions online buy can't find anything; they all seem to be the situation where the device doesn't work on any USB port (hardware issue), whereas this seems to be software one.
Any help would be greatly appreciated!!
Thank you!
RoHe
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July 15th, 2017 18:00
Always include exact PC model in your posts.
ghost-in-a-shel
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July 15th, 2017 19:00
If it helps it's an XPS 8910