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wsy4041
1 Copper

New XPS 9630 Right Side USB Not Working Out of Box

Wondering whether anyone can provide some insight below.  Thanks in advance.

Brand new XPS 9630 i5 non-touch but right side USB not working out of box.  No other software installed other than provided by DELL as part of the build.  

Tried various USBs:  2.0, 3.0, flash drive, external drives, etc.  The same USBs work perfectly when inserted into the left side port.  Right side USB port not working as expected:

1. No safely removal icon

2. Not recognized by Create USB Recovery

3. Not showing up in Device & Printer

4. No Quick Removal Policy in device manager when inserted into the right side port

When inserted into the right side port, the drive shows up in Explorer and Disk Manager, and can copy and move files.  Mouse works OK on the right side port.

Updated BIOS and all the drivers listed on Dell support, applied latest windows update.  No change.

Booted into safe mode, the same issue exists.

Have contacted Dell Tech Support and they believe that this is a software issue because hardware diagnostics returns OK. 

Any help is greatly appreciated.

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6 Replies
LSUFAN51
4 Ruthenium

RE: New XPS 9630 Right Side USB Not Working Out of Box

emoticon.BigSmile.title

Please click on link below, hopefully it will be a help to you.

How to resolve USB port issues | Dell US

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wsy4041
1 Copper

RE: New XPS 9630 Right Side USB Not Working Out of Box

Thanks.  Unfortunately, setting the BIOS back to defaults does not solve the issue.  I have checked the BIOS for USBs and the ports are enabled.

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LSUFAN51
4 Ruthenium

RE: New XPS 9630 Right Side USB Not Working Out of Box

wsy4010 wrote: " Brand new XPS 9630 i5 non-touch but right side USB not working out of box "

Please keep in mind, you have 30 days from invoice date to return it and then order a new one. If this a software issue, you also have 30 days of software support.

Dell / U.S. Return Policy:

www.dell.com/.../us-return-policy

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LSUFAN51
4 Ruthenium

RE: New XPS 9630 Right Side USB Not Working Out of Box

One more suggestion here:

Please type Troubleshooting Control Panel onto {Cortana} search box, click on 'View All' and then Hardware & Devices. Please run the other troubleshooting tools as mark, see image below:

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LSUFAN51
4 Ruthenium

RE: New XPS 9630 Right Side USB Not Working Out of Box

Also,

Fix USB Ports Not Working in Windows 10:

www.youtube.com/watch

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wsy4041
1 Copper

RE: New XPS 9630 Right Side USB Not Working Out of Box

Really appreciated your help thoughI still stuck with the issue.

Watched the youtube and tried the troubleshooting for all the sections marked.  All returns OK except for hardware which returns back saying the automatically install new drivers are not enabled.  I checked the settings under system properties where it is actually set to Yes.  I have kept it as manual (because I vaguely remembered that turning it to automatic may introducing new issues with windows updates).  

Note that the youtube seems to suggest otherwise.  My case is a bit different one from what is presented in youtube.  When an USB inserted into the right side tab in my case, it shows up in windows explorer, and I can reject it by right click the drive if it is a flash (the option is not there with an external drive).  However, Create USB recovery option will not recognize that a flash has been inserted, even though I can see the drive in Disk Manager, Windows Explorer and Device Manager.

Not realize that I can have up to 30 days software support.  Thanks for the tip.

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