bxburner
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USB device reconnects randomly almost every second

Hello,


i have the problem that if i connect e.g. my xperia smartphone, it reconnects almost every second - a steady connection is not possible. the phone itself is ok, on every other PC the connection is working fine. i can also exclude the cable as the issue; i have tried several ones, without any improvement.

i have also tried all ports, everywhere the same problem.


my BIOS is up to date and i also updated all drivers. - no improvement.

i have a XPS 15 - 9530 Service-Tag-Nummer: [Edit: Service Tag removed by Admin].


Can anybody help me?


thanks in advance,

Bernhard

17 ANTWORTEN 17
Moderator
Moderator

RE: USB device reconnects randomly almost every second

Hello Bernhard,

please do not post your Service Tag in public. It is a sensitive information which should only be known by you and Dell.

What about other USB Devices on your XPS? Are they working properly with the system?

Have you tried to install the latest chipset and USB 3.0 drivers manually?

Does this problem apply to all the systems USB ports?

With kind regards,

Florian



DellFlorian Steinau
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bxburner
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RE: USB device reconnects randomly almost every second

Hello Florian,


thanks for the info!

All other devices i have tried so far (like USB harddrives, sticks, mouse, printer...etc..) are working properly.


latest chipset driver and usb drivers have been installed. are there some newer ones, than that ones on the support page? (dated with 17 Okt 2013)

yes, the problem applies to all system USB ports.

best regards,

bernhard

Moderator
Moderator

RE: USB device reconnects randomly almost every second

Hello Bernhard,

you can try to find a newer chipset revision on the Intel webpage:

http://www.intel.com/p/en_US/support/detect

As all other USB devices are working properly, there can only be some kind of incompatibility between the XPS and your smartphone.

With kind regards,

Florian



DellFlorian Steinau
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bxburner
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RE: USB device reconnects randomly almost every second

Hello Florian,

i just tried some other sony smartphones (xperia z, xperia z1 compact,...) and they all have the same problems. - at every other computer they work.

the drivers are all up2date. 

i have changed all energy saving options in the usb-hub settings to disabled and it changed the behavior from "every second" to "every some seconds". (when i google around, it seems that some other people have the same problem, but there is no general way how to solve it...)

it seems for me that it has something to do with the voltages and the recognition of connected devices. that's maybe a point to start digging...

an incompatibility of some very well spread smartphones and the XPS is a fact i can not really accept...

best regards,

bernhard

Moderator
Moderator

RE: USB device reconnects randomly almost every second

Hello bernhard,

i have found a possible solution in our English community forum:

http://dell.to/1Nnn85X

Its a specific USB cable which worked properly on the XPS 15 (9530) for most of the users. Only 1 user still claims to have problems with the new cable.

Using different USB cables is also recommended here:

http://bit.ly/1i9V35A

With kind regards,

Florian



DellFlorian Steinau
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bxburner
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RE: USB device reconnects randomly almost every second

Hello Florian,

i really appreciate your effort!

the fact i can't really accept is that an around 2k eur notbook is not able to deal with a common brand smartphone, which every 15 year old computer can.

it's good to know about this hint, but unfortunately it doesn't solve the actual problem, which is a value in the driver/firmware of the USB controller (or of something else in the notebook).

i'm pretty sure that dell is capable in solving this problem at the root. - i am happy to assist as good as possible!

best regards,


bernhard

Moderator
Moderator

RE: USB device reconnects randomly almost every second

Hello Bernhard,

can you please disable the "USB selective suspend setting" in the advanced energy saving options?

With kind regards,

Florian



DellFlorian Steinau
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bxburner
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RE: USB device reconnects randomly almost every second

Hello Florian,

i have already done this some time ago.
the problem still remains.

best regards,

bernhard

Moderator
Moderator

RE: USB device reconnects randomly almost every second

Hello bernhard,

I've done some research and were able to duplicate the reported problem.

We had some Micro USB to USB cables which worked and some did not. After that we ordered a Dell genuine cable and tested it successfully with the following devices:

  • Dell Venue Pro
  • Sony Xperia Z1
  • Samsung Galaxy S5
  • Nokia Lumia 635

I would like to send one of these Micro USB to USB cables to you to check if this solves the problem with your smartphone on the XPS 15 (9530).

Can you please provide the following information via direct message?:

  • Service tag
  • Last name
  • Phone number
  • E-Mail address
  • delivery address (incl. company name, if company address)

With kind regards,

Florian



DellFlorian Steinau
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