Since the early hours of this morning I have had the same issue but did not do a cleanup. USB not working and hence no mouse of keyboard access.
Connected remotely to the machine using terminal services and device manager shows that the USB host controller no longer has any drivers. Looking at the driver download pages on Dell support site the driver download exists for Windows 7 but not for Windows 10x64 which is my operating system. Unable to find alternative driver online.
The missing device is USB xHCI Compliant Host Controller and has a hardware ID of PCI\VEN_8086&DEV_A12F&SUBSYS_06F71028&REV_31\3&11583659&1&A0.
I have reverted to the January System Restore point but has not resolved the issue. I have noted though that the BIOS was updated in January to 3.5.2 which I believe is meant to cure the security issue recently in the press.
As now the machine has no usable input device can only access remotely.
Since the early hours of this morning I have had the same issue but did not do a cleanup. USB not working and hence no mouse of keyboard access.
Connected remotely to the machine using terminal services and device manager shows that the USB host controller no longer has any drivers. Looking at the driver download pages on Dell support site the driver download exists for Windows 7 but not for Windows 10x64 which is my operating system. Unable to find alternative driver online.
The missing device is USB xHCI Compliant Host Controller and has a hardware ID of PCI\VEN_8086&DEV_A12F&SUBSYS_06F71028&REV_31\3&11583659&1&A0.
I have reverted to the January System Restore point but has not resolved the issue. I have noted though that the BIOS was updated in January to 3.5.2 which I believe is meant to cure the security issue recently in the press.
As now the machine has no usable input device can only access remotely.
Have you connected mouse, keyboard to different USB2 ports and rebooted?
If you reboot and immediately press F12, does keyboard work? If it does, look for the option to run diagnostics, especially the extended hard drive tests, in case your symptoms are of a failing drive.
Is your keyboard/mouse wired or wireless?
Do you have Win 10 installation media, eg a USB stick? If not, go to the MS site and follow directions to download and create a bootable Win 10 USB. Then boot from that USB and do a Repair.
Since you can remote into this PC, suggest you do that to back up all your personal files on external media, before attempting to repair Windows, to be safe. :Wink:
Thanks but the USB2 ports are not working either because, I believe, they are using the same controller. I purchased a PCIe external USB3 card but unfortunately uses the same inbuilt driver. On the Inspiron community theres another guy with the same problem so I believe either the Microsoft update that was applied or the Dell Bios upgrade. Think this widespread but most people will be out buying mice and keyboards. It's only because I can get on it with terminal services I can see what's happening. Mouse and Keyboard work fine outside of Windows 10. i.e. on either bios or WinPE.
If keyboard works ok before Windows loads, then it's unlikely a hardware problem. So your only option may be to run the Win 10 Repair from a USB stick.
If this was a wide-spread problem on the 3650, as you claim, we'd certainly be seeing a whole lot more posts about it...
This is an apparent widespread problem as I have had two different Inspiron 3650's in two different offices experiencing the same thing. Contacted Dell, they said it was a software issue since the USB keyboard and mouse worked outside of the operating system. System was 46? days out of warranty, and no support offered from Dell anyway because it was software related and not covered. Basically had to reinstall Windows 10 64bit to resolve the situation which is absolute BS, and resulting in my strong consideration to replace Dell boxes with HP from now on due to the prolonged agony and back and forth I went through on this. Just got a call an hour ago of the same exact issue with another customer. Something has to be done about it. This is unacceptable.
Followed instructions explicitly on the new report of this issue. Restored registry from before 2/13, no effect, system comes up with same Windows 10 repair screen. Ran dism.exe instructions, could not complete task. Ran CHKDSK and found no errors. Ran sfc /scannow and Windows Resource Protection could not perform the requested operation. Rebooted, system offered legacy windows menu, tried to boot to safe mode, failed, returned to repair screen. Still need a fix to this.
My machine is now usable albeit no USB3 drivers. I was unable to roll back to a system restore prior to the hotfix being fitted. I fitted a Startech 4 Port Low Profile PCI Express High Speed USB 2.0 Card into an x1 socket and connected mouse and keyboard to that (Comes with full height mounting bracket as well). I obtained the card in the UK on EBuyer. Re-installing the windows would probably fix the issue but I have gone for the lazy option in the hope that when the Windows 10 feature update 1803 installs it will correct the problem. That is due to be released soon.
I have a new Inspiron 3567 (15-3567 Laptop) and it sometimes recognizes things plugged into my USB3 port and sometimes not. I bought an external DVD-RW, for example, that is compatible with Windows 10. I plugged it in many times and the computer saw it once. I also have an SSD card that is attached to a USB 3 conversion cable. I have attached that many times and the computer "sees" it about half of the time. Please advise! I'm thinking there's a driver download I can get to solve this.
DELL-Jesse L
Moderator
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17.9K Posts
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February 8th, 2018 05:00
Rob2791,
What OS are you running? How did you run Disk Cleanup?
Run the free Intel driver update utility. Maybe it will install the missing driver.
Intel Driver Update Utility
Steveygal01
3 Posts
0
February 15th, 2018 23:00
Since the early hours of this morning I have had the same issue but did not do a cleanup. USB not working and hence no mouse of keyboard access.
Connected remotely to the machine using terminal services and device manager shows that the USB host controller no longer has any drivers. Looking at the driver download pages on Dell support site the driver download exists for Windows 7 but not for Windows 10x64 which is my operating system. Unable to find alternative driver online.
The missing device is USB xHCI Compliant Host Controller and has a hardware ID of PCI\VEN_8086&DEV_A12F&SUBSYS_06F71028&REV_31\3&11583659&1&A0.
I have reverted to the January System Restore point but has not resolved the issue. I have noted though that the BIOS was updated in January to 3.5.2 which I believe is meant to cure the security issue recently in the press.
As now the machine has no usable input device can only access remotely.
RoHe
10 Elder
•
45.2K Posts
0
February 16th, 2018 13:00
Have you connected mouse, keyboard to different USB2 ports and rebooted?
If you reboot and immediately press F12, does keyboard work? If it does, look for the option to run diagnostics, especially the extended hard drive tests, in case your symptoms are of a failing drive.
Is your keyboard/mouse wired or wireless?
Do you have Win 10 installation media, eg a USB stick? If not, go to the MS site and follow directions to download and create a bootable Win 10 USB. Then boot from that USB and do a Repair.
Since you can remote into this PC, suggest you do that to back up all your personal files on external media, before attempting to repair Windows, to be safe. :Wink:
(Your USB drivers are built into Win 10.)
Steveygal01
3 Posts
0
February 17th, 2018 04:00
Thanks but the USB2 ports are not working either because, I believe, they are using the same controller. I purchased a PCIe external USB3 card but unfortunately uses the same inbuilt driver. On the Inspiron community theres another guy with the same problem so I believe either the Microsoft update that was applied or the Dell Bios upgrade. Think this widespread but most people will be out buying mice and keyboards. It's only because I can get on it with terminal services I can see what's happening. Mouse and Keyboard work fine outside of Windows 10. i.e. on either bios or WinPE.
RoHe
10 Elder
•
45.2K Posts
0
February 17th, 2018 12:00
If keyboard works ok before Windows loads, then it's unlikely a hardware problem. So your only option may be to run the Win 10 Repair from a USB stick.
If this was a wide-spread problem on the 3650, as you claim, we'd certainly be seeing a whole lot more posts about it...
Mike SFL
2 Posts
0
February 26th, 2018 14:00
This is an apparent widespread problem as I have had two different Inspiron 3650's in two different offices experiencing the same thing. Contacted Dell, they said it was a software issue since the USB keyboard and mouse worked outside of the operating system. System was 46? days out of warranty, and no support offered from Dell anyway because it was software related and not covered. Basically had to reinstall Windows 10 64bit to resolve the situation which is absolute BS, and resulting in my strong consideration to replace Dell boxes with HP from now on due to the prolonged agony and back and forth I went through on this. Just got a call an hour ago of the same exact issue with another customer. Something has to be done about it. This is unacceptable.
Mike
RoHe
10 Elder
•
45.2K Posts
0
February 26th, 2018 14:00
Yes, seems to be a widespread issue caused by a recent Microsoft update on many different PC brands and models.
Read Dell-Chris M's second post on 2-25-18 here for help.
RoHe
10 Elder
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45.2K Posts
0
February 26th, 2018 18:00
And read Microsoft's own response to their latest mess:
USB devices may stop working after installing the February 13, 2018 update (KB4074588)
(applies to Win 10)
Mike SFL
2 Posts
0
February 27th, 2018 06:00
Followed instructions explicitly on the new report of this issue. Restored registry from before 2/13, no effect, system comes up with same Windows 10 repair screen. Ran dism.exe instructions, could not complete task. Ran CHKDSK and found no errors. Ran sfc /scannow and Windows Resource Protection could not perform the requested operation. Rebooted, system offered legacy windows menu, tried to boot to safe mode, failed, returned to repair screen. Still need a fix to this.
Mike
speedstep
9 Legend
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47K Posts
0
February 27th, 2018 10:00
PCI-E USB2 card should allow keyboard and mouse to work.
https://www.amazon.com/SD-PEX-NEC5U-External-Internal-Ports-Chipset/dp/B000YUMJ3M
RoHe
10 Elder
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45.2K Posts
0
February 27th, 2018 12:00
Guess you may have to boot from a bootable USB stick with Win 10 on it and try to run a repair.
You can download the Win 10 ISO file for free from Microsoft with tools to create and use the bootable USB stick.
Sure hope the user's files are backed up on external media, just in case...
Steveygal01
3 Posts
0
March 4th, 2018 12:00
My machine is now usable albeit no USB3 drivers. I was unable to roll back to a system restore prior to the hotfix being fitted. I fitted a Startech 4 Port Low Profile PCI Express High Speed USB 2.0 Card into an x1 socket and connected mouse and keyboard to that (Comes with full height mounting bracket as well). I obtained the card in the UK on EBuyer. Re-installing the windows would probably fix the issue but I have gone for the lazy option in the hope that when the Windows 10 feature update 1803 installs it will correct the problem. That is due to be released soon.
tldavis123
1 Message
0
December 4th, 2018 13:00
Hey Jesse:
I have a new Inspiron 3567 (15-3567 Laptop) and it sometimes recognizes things plugged into my USB3 port and sometimes not. I bought an external DVD-RW, for example, that is compatible with Windows 10. I plugged it in many times and the computer saw it once. I also have an SSD card that is attached to a USB 3 conversion cable. I have attached that many times and the computer "sees" it about half of the time. Please advise! I'm thinking there's a driver download I can get to solve this.