If I were you I would return it immediately before your 21 day return policy is up. I had USB issues out of the box on my L501X until it failed after my return day and now I have had a motherboard replaced and just got it back only to find now that it overheats and needs another new motherboard! RETURN IT OR IT WILL TURN INTO A MAJOR HEADACHE. I am still fighting with them about it. BBB and emails to Michael Dell himself and still getting no where. Good Luck
This is not your fault. Do a search here for "USB 3.0" and you will see all the problems they are having. They insisted my problem was software related until I filled out the request form to return it. I have the Vostro 3750. Now they want to send someone to replace parts. It is the coolest running laptop I have ever seen. The side vent is even cool to the touch. I got my first computer in 1994, a Gateway 2000, after that I have had 2 more Gateway desktop and a Dell desktop, another Dell laptop and Lenovo, Toshiba and HP laptops. After the first Gateway desktop I have NEVER ONCE called tech support EXCEPT on the 3 Dells I have owned and they were all trouble from the beginning. I had hoped they had changed but I am returning this while I still can. I would allow them to fix it if not for the terrible tech support and the run-around they give you.
I just thought I'd check in with the people having problems in this post.
I had an XPS 17 L702X with faulty USB 3.0 ports, similar to everyone else in this thread. I ended up sending it back, and they sent a new machine. Since then, I have had no problems with the USB 3.0 ports. I've transferred hundreds of gigs of data using them, and I keep my keyboard and mouse plugged into them. I've never had a problem with those devices not responding after a while, even after waking it up from sleep mode.
The USB 3.0 port problem I experienced in my first L702X is non-existent in the replacement L702X. I would suggest that anyone who is experiencing this problem should have Dell send them a replacement computer. Nothing else they tried could fix it.
I received mine on August 11th. It has this issue. I thought it was me, and then was told by tech support that there's a driver fix (yesterday). The driver fix didn't work, and I'll be talking to them again today. In some of the other threads, there is some indication that this is a daughterboard problem that's fixed with a replacement.
Ok, so I received a new daughterboard and motherboard. The daughterboard seems to have fixed the USB3.0 problem (also the left-side USB2 port was dropping in and out). BUT... the replacement motherboard was faulty, and the NVIDIA graphics was constantly locking up after displaying artifacts. A subsequent re-visit and replacement of the motherboard again, and now it all seems to be working ok. I hope to put it through the paces this weekend with a little more demanding equipment, but so far, so good.
I looked in the device manager and see no obvious differences between the old USB3 and new, although the tech suggested it might merely be its onboard firmware version (which can't be flashed by a user unfortunately).
Well replacement sounds like a good option. Any idea how long you kept the comp before you sent it back for replacement? I bought mine in mid June, figured there was a problem with the Renesas USB 3.0 around July. Tried everything from old drivers to new, firmware updates, etc., all that was out there. Nothing fixed it for me.
I didn't send it back - they sent someone to my house to fix it... I originally received the computer in August, so it was less than a month before they had tech support at my house (I actually had 3 separate problems, 3 separate visits). Seems the new firmware on the daughterboard is the ticket, I've had NO problems since.
My recommendation is don't delay, call cust support and get a replacement daughterboard on order. They'll walk you through the paces (or take over your laptop remotely) to try a couple of drivers to rule that out. In the end, they can have someone to your home in less than a week to fix it for you. I think a lot of people think they have to physically ship their laptop back (and shudder in horror of issues with the software they've installed that's in danger of being overwritten or erased), but I imagine that's only if you're nowhere near a metropolitan area.
Thanks for the info Steve. I tried the customer care and it went down quite like you said. Unfortunately, I have the basic warranty and not the in-home service. So it might take about 8-10 days to get my pc fixed. I'll have to see what can be done about this.
I do not have L702X, but L501x; hope I will get any answers from Dell and others. My L501X has (2) USB 3.0 ports in left and back sides, both of them do not recognize my (2) WD USB 2.0/3.0 external hard drivers, one portable and other is power by a separate power adapter. Download the latest the USB3.0 drivers (A02) from Dell, same problem.
It seems the USB3.0 drivers or UBS 3.0 controller failed to initate the hard drive. The light is on still, but not blinking after plug-in to read the hard drive.
One reason I purchased this laptop, I was looking laptop with USB3.0 ports; but they have to work, not having only two ports in the laptop.
Dell technical support should reply to our problem. I believe there is a problem with USB 3.0 in our laptops.
I had the same issue with the USB 3.0 ports dropping out. Saw all the "solutions" given by Dell and tried them. The one that worked was a new daughter board and motherboard. I called customer service, gave basic information, told them I had already updated the driver. He had me re-boot and run a diagnostic. While we were waiting, he took my information, address, phone, etc. After the test, which to me didnt do anything, he emailed a service number to me and said a tech would call for an appointment. This took 10 min. 2 hours later the tech called. Set appointment for next day, kid came, replaced boards and now it's two weeks later and the USB ports have not skipped a beat. IMO I'm done with the problem and I got good service from Dell. My only recommendation is keep telling the CS guy "I need a new board"
Had the problem with my XPS L702 - USB 3 ports kept dropping out, could not connect anything to them, USB keys, mice, hard drives etc.
Sometimes by re-installing the drivers in safe mode brought the ports back to life but on a reboot they were gone again!!
Updated BIOS, reinstalled OS, reinstalled latest drivers from Dell website all to no avail!
Logged a call with Tech Support and told them what I had done and they logged an engineer visit with replacement USB 3 daughtercard.
During the replacement the engineer noticed that the ribbon cable connecting the daughtercard to the motherboard had a small knick on one edge - maybe the problem maybe not but somethnig to look for.
I would STRONGLY suggest to all, that reinstalling the OS is a HUGE waste of MORE time. Simply REFUSE to do it, unless Dell is paying you for your time (and the additional time lost to reinstall any apps). This is just a trip down the garden path while they "rule out" things, with no benefit to the consumer for this particular problem. I'm not aware of any cases on here (feel free to correct me if I'm wrong) where a reinstall of the OS solved this issue.
This option should be REMOVED from the "tech steps" dialog, PERIOD.
I Just got my XPS L702x on 23 december 2011, and it has usb 3.0 disconnection problem.
Wasted my 4 days of christmas vacations with this costly crap.
And even worse,, dell website does not recognizez my service tag and express service code.
Tell me any one found the solution for this problem? otherwise i have to again move my data out of the system and wait for another 10 days for replacement and who knows that will also have same problem.
nperson
6 Posts
0
May 2nd, 2011 12:00
If I were you I would return it immediately before your 21 day return policy is up. I had USB issues out of the box on my L501X until it failed after my return day and now I have had a motherboard replaced and just got it back only to find now that it overheats and needs another new motherboard! RETURN IT OR IT WILL TURN INTO A MAJOR HEADACHE. I am still fighting with them about it. BBB and emails to Michael Dell himself and still getting no where. Good Luck
mulley51
5 Posts
0
August 2nd, 2011 10:00
This is not your fault. Do a search here for "USB 3.0" and you will see all the problems they are having. They insisted my problem was software related until I filled out the request form to return it. I have the Vostro 3750. Now they want to send someone to replace parts. It is the coolest running laptop I have ever seen. The side vent is even cool to the touch. I got my first computer in 1994, a Gateway 2000, after that I have had 2 more Gateway desktop and a Dell desktop, another Dell laptop and Lenovo, Toshiba and HP laptops. After the first Gateway desktop I have NEVER ONCE called tech support EXCEPT on the 3 Dells I have owned and they were all trouble from the beginning. I had hoped they had changed but I am returning this while I still can. I would allow them to fix it if not for the terrible tech support and the run-around they give you.
F4LL0U7
6 Posts
0
August 2nd, 2011 11:00
I just thought I'd check in with the people having problems in this post.
I had an XPS 17 L702X with faulty USB 3.0 ports, similar to everyone else in this thread. I ended up sending it back, and they sent a new machine. Since then, I have had no problems with the USB 3.0 ports. I've transferred hundreds of gigs of data using them, and I keep my keyboard and mouse plugged into them. I've never had a problem with those devices not responding after a while, even after waking it up from sleep mode.
The USB 3.0 port problem I experienced in my first L702X is non-existent in the replacement L702X. I would suggest that anyone who is experiencing this problem should have Dell send them a replacement computer. Nothing else they tried could fix it.
steve_dell_user
5 Posts
0
September 5th, 2011 09:00
I received mine on August 11th. It has this issue. I thought it was me, and then was told by tech support that there's a driver fix (yesterday). The driver fix didn't work, and I'll be talking to them again today. In some of the other threads, there is some indication that this is a daughterboard problem that's fixed with a replacement.
steve_dell_user
5 Posts
0
September 16th, 2011 20:00
Ok, so I received a new daughterboard and motherboard. The daughterboard seems to have fixed the USB3.0 problem (also the left-side USB2 port was dropping in and out). BUT... the replacement motherboard was faulty, and the NVIDIA graphics was constantly locking up after displaying artifacts. A subsequent re-visit and replacement of the motherboard again, and now it all seems to be working ok. I hope to put it through the paces this weekend with a little more demanding equipment, but so far, so good.
I looked in the device manager and see no obvious differences between the old USB3 and new, although the tech suggested it might merely be its onboard firmware version (which can't be flashed by a user unfortunately).
raunak_l
1 Rookie
•
6 Posts
0
September 24th, 2011 16:00
Well replacement sounds like a good option. Any idea how long you kept the comp before you sent it back for replacement? I bought mine in mid June, figured there was a problem with the Renesas USB 3.0 around July. Tried everything from old drivers to new, firmware updates, etc., all that was out there. Nothing fixed it for me.
Ron
XPS 17 L702X
steve_dell_user
5 Posts
0
September 26th, 2011 12:00
I didn't send it back - they sent someone to my house to fix it... I originally received the computer in August, so it was less than a month before they had tech support at my house (I actually had 3 separate problems, 3 separate visits). Seems the new firmware on the daughterboard is the ticket, I've had NO problems since.
My recommendation is don't delay, call cust support and get a replacement daughterboard on order. They'll walk you through the paces (or take over your laptop remotely) to try a couple of drivers to rule that out. In the end, they can have someone to your home in less than a week to fix it for you. I think a lot of people think they have to physically ship their laptop back (and shudder in horror of issues with the software they've installed that's in danger of being overwritten or erased), but I imagine that's only if you're nowhere near a metropolitan area.
Seriously, it's a cakewalk.
Steve
raunak_l
1 Rookie
•
6 Posts
0
September 26th, 2011 14:00
Thanks for the info Steve. I tried the customer care and it went down quite like you said. Unfortunately, I have the basic warranty and not the in-home service. So it might take about 8-10 days to get my pc fixed. I'll have to see what can be done about this.
Raunak
Rocky2011
2 Posts
0
November 9th, 2011 18:00
I do not have L702X, but L501x; hope I will get any answers from Dell and others. My L501X has (2) USB 3.0 ports in left and back sides, both of them do not recognize my (2) WD USB 2.0/3.0 external hard drivers, one portable and other is power by a separate power adapter. Download the latest the USB3.0 drivers (A02) from Dell, same problem.
It seems the USB3.0 drivers or UBS 3.0 controller failed to initate the hard drive. The light is on still, but not blinking after plug-in to read the hard drive.
One reason I purchased this laptop, I was looking laptop with USB3.0 ports; but they have to work, not having only two ports in the laptop.
Dell technical support should reply to our problem. I believe there is a problem with USB 3.0 in our laptops.
bricon123
1 Message
0
November 17th, 2011 14:00
I had the same issue with the USB 3.0 ports dropping out. Saw all the "solutions" given by Dell and tried them. The one that worked was a new daughter board and motherboard. I called customer service, gave basic information, told them I had already updated the driver. He had me re-boot and run a diagnostic. While we were waiting, he took my information, address, phone, etc. After the test, which to me didnt do anything, he emailed a service number to me and said a tech would call for an appointment. This took 10 min. 2 hours later the tech called. Set appointment for next day, kid came, replaced boards and now it's two weeks later and the USB ports have not skipped a beat. IMO I'm done with the problem and I got good service from Dell. My only recommendation is keep telling the CS guy "I need a new board"
AquaDell
1 Message
0
December 8th, 2011 04:00
Had the problem with my XPS L702 - USB 3 ports kept dropping out, could not connect anything to them, USB keys, mice, hard drives etc.
Sometimes by re-installing the drivers in safe mode brought the ports back to life but on a reboot they were gone again!!
Updated BIOS, reinstalled OS, reinstalled latest drivers from Dell website all to no avail!
Logged a call with Tech Support and told them what I had done and they logged an engineer visit with replacement USB 3 daughtercard.
During the replacement the engineer noticed that the ribbon cable connecting the daughtercard to the motherboard had a small knick on one edge - maybe the problem maybe not but somethnig to look for.
Since the replacement all has been well.
This does seem to be the only CURE.
Regards.
steve_dell_user
5 Posts
0
December 8th, 2011 05:00
I would STRONGLY suggest to all, that reinstalling the OS is a HUGE waste of MORE time. Simply REFUSE to do it, unless Dell is paying you for your time (and the additional time lost to reinstall any apps). This is just a trip down the garden path while they "rule out" things, with no benefit to the consumer for this particular problem. I'm not aware of any cases on here (feel free to correct me if I'm wrong) where a reinstall of the OS solved this issue.
This option should be REMOVED from the "tech steps" dialog, PERIOD.
Steve
somms
623 Posts
0
December 27th, 2011 11:00
http://downloadcenter.intel.com/SearchResult.aspx?lang=eng&keyword=%22Renesas%22
Have you confirmed that you are running the latest USB 3.0 driver version for your notebook?
AliShaheen
2 Posts
0
December 27th, 2011 12:00
Version is 2.1.27 . Let me update to 2.1.28 and then recheck.
I have done PCCheck and found this error in PCI express :
Intel(R) 6 Series/C200 Series Chipset Family PCI Express Root Port 4 - 1C16
PCI Location: PCI bus 0, device 28, function 3
PCI Express Status Test
Test Started 12/27/2011 8:35:03 PM
Error Message: Fatal device error detected. 12/27/2011 8:35:03 PM
Test Finished: Failed (Error code: WPE01-EV3)
AliShaheen
2 Posts
0
January 28th, 2012 14:00
Well i returned my laptop making use of 14days return policy and then ordered a new one.Now everything is fine.