dperry112
3 Argentium

Keyboard not recognized

I have a Dell 8910. The bios was ungraded to 1.1.5 a few weeks ago without any of the disasters some users experienced. A few days ago on clicking the mouse to wake the system up from its sleep state I realized that the keyboard was not working. It is a Logitech G610 wired keyboard with current firmware 104.3.11. For the last year it has been hooked in to the USB 2 port next to the Ethernet connection. I moved it to a USB 3 port and it worked fine. I then hooked it back to the USB 2 port and it also worked fine. The next day, on waking the system, the keyboard lights flashed then an error message popped up that the system could not recognized the device. IF I remove and reinsert the connector, the keyboard works fine.

The system is running Windows 10 Home 1709, built 16299.348.

I have checked the USB ports with the Dell hardware utilities. I uninstalled the ports and then rebooted the machine. I reloaded the bios defaults. The keyboard does fine after a restart but continues to not work on waking from sleep. I finally gave up and attached it to a rear USB 3 port and it works fine.

I have a Logitech MX Master wireless mouse that hooks to  Logitech Unifying Receiver hooked to a font USB port. It also works the Bluetooth connection.

Any thoughts or suggestions?

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7 Replies
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Vic384
4 Beryllium

Re: Keyboard not recognized

Make sure that the BIOS setting USB Wake Support (S3) is enabled. 

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7 Thorium

Re: Keyboard not recognized

Unfortunately, this seems to be a common problem with the rear USB2 ports on the XPS 8910. Read this long thread, among others.

Don't think a permanent fix was ever found, aside from using the USB3 ports for mouse and keyboard. If I remember correctly, at least one user replaced the motherboard and the USB2 ports worked for a while and then stopped... emoticon.TongueTied.title

Ron

   Forum Member since 2004
   I am not a Dell employee

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dperry112
3 Argentium

Re: Keyboard not recognized

Thanks for directing me to the stream. Is it on the Desktops General forum?

I did call Dell tech support and after passing hardware testing the tech reinstalled drivers and reflashed the bios (from 1.1.5 to 1.1.5) and so far it seems to be working. In my case, the keyboard would not work on returning from sleep but was fine after a restart. Removing and inserting the plug would resolve it. I have a UPS hooked to the other USB 2 port and it stopped working during the testing but seems ok after a reboot. I'll keep monitoring it. Seems like a flakey design.

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7 Thorium

Re: Keyboard not recognized

Yes, that thread is in the old Desktop General Hardware forum. That forum is left over from the previous version of Dell's forum, before they had individual boards for the different PC product lines. Desktop General is locked now so no one can add to an existing thread or start a new one. The board is there for reference only.

Not clear why the rear USB2 ports stop working. Dell captured a couple of those XPS 8910 systems with the problem and reinstalled Windows which apparently fixed the problem on those PCs, but users who tried that same approach said it didn't work for them.

Did you do what Vic384 suggested...check to make sure USB Wake Support is enabled in BIOS setup? It was off by default in earlier versions of BIOS for this model, so it may be off again after you flashed the latest update.

Ron

   Forum Member since 2004
   I am not a Dell employee

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7 Thorium

Re: Keyboard not recognized

BTW: If none of the above solves the problem, open the currently active Windows Power plan and go to the Advanced (aka: Additional) options page. Disable Hibernation, disable USB Selective Suspend, and disable Hybrid Sleep. Save the changes to the power plan.

Then open Device Manager and expand list under USB. Double-click a USB root hub and click its Power Management tab. Make sure the box "Allow PC to turn off..." is NOT checked. Repeat for all USB root hubs.

Then expand list under Human Interface Devices and look for a Power Management tab for all listed HID (not all will have that tab). Make sure that same box is not checked for those that have it.

Reboot when done and see if that helps...

Ron

   Forum Member since 2004
   I am not a Dell employee

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dperry112
3 Argentium

Re: Keyboard not recognized

I installed a powered USB hub and the keyboard is working fine. I wonder if the keyboard itself was drawing too much power. It is a wired Logitech G610 keyboard with lights that “wave” on connection.
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7 Thorium

Re: Keyboard not recognized

Glad you found a work-around.

Is that a powered USB2 hub connected to a rear USB2 port?

If the keyboard is designed for USB2, it shouldn't be drawing too much power from the port by itself. Do you have some other power-hungry device connected to the other USB2 ports, eg printer, scanner, etc?

Now try this...Boot the PC with keyboard connected to the USB hub that's connected to a rear USB2 port and to the wall outlet.  At the desktop, leaving the hub connected to both USB2 and wall outlet, disconnect keyboard from hub and move keyboard to the other rear USB2 port. If keyboard is still working, reboot, still leaving the hub connected to USB2 and wall outlet. 

Does the keyboard still work? If yes, shut down normally from inside Windows (not a re-start). Wait a min or two and then power on again and let it boot, still with the hub connected to USB2 and wall.

If keyboard is still recognized in Windows, disconnect the hub from the PC. Shut down again (not a re-start), wait a few and reboot. If keyboard is still working you've fixed it.

If not, at least the powered hub gives you a work-around...

Ron

   Forum Member since 2004
   I am not a Dell employee

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