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New Inspiron 5559 will not recognize Dell recovery media

My three-week-old Inspiron 5559 will not recognize USB recovery media received from Dell. I have been working with Concierge for three weeks on this system. They insisted I reinstall the OS from USB, but not even Concierge can get the system to recognize the USB key that they mailed to me. Is there a problem with the USB key or with the USB port on the computer? Or is there a trick to using the recovery media that is unknown even to Dell's highest level of support?

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