25 Posts
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4957
August 14th, 2021 09:00
XPS 8910, USB, mouse issue
I have been dealing with this mouse issue for two weeks. My original Dell wired mouse that came with my Dell XPS 8910 computer is not working. I have Windows 10 21H1, up to date. The light on the mouse is on, but the cursor is absent. When I plug it in any USB port, a message pops “Windows Explorer. USB device not recognized. The last USB device you connected malfunctioned, and Windows does not recognize it”, and I read “Windows has stopped this device because it has reported problems (code 43). A request for the USB device descriptor failed”.
I have tried different USB ports, and I have tried with two different mouses. The USB ports seem OK because they work with other devices. The mouses are OK, because they work with two other different computers.
The Device Manager shows two, sometimes three “Unknown USB Device (Device Descriptor Request Failed)” USB controllers. Uninstall of these does not fix the issue. A System Restore to August 2 2021 fixed the mouse for a few hours. When I tried another USB port for the mouse, the problem returned, so, I went back to the first USB port (where the mouse was plugged in during restore). Unfortunately, the issue came back a few hours later.
I have visited the “Mouse Usage and Troubleshooting Guide” several times. I have tried all the suggestions. The Dell SupportAssist app doesn’t find mouse issues. I have tried all suggestions for the “code 43” issue, without luck.
Any new suggestions are welcomed.
RoHe
10 Elder
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45.2K Posts
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August 17th, 2021 10:00
@JPNuser Did you replace the motherboard battery as @redxps630 suggested?
JPNuser
25 Posts
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August 17th, 2021 12:00
Back to square one? Perhaps. A new symptom: suddenly, the computer completely froze up. No keyboard, no mouse, no hour clock.
After a forced reboot, the mouse was absent. As always, there is a light in the mouse, but no cursor on the screen. After another reboot, the mouse is back. For how long?
I did not replace the motherboard battery. Is there a way to check the status of the battery?
RoHe
10 Elder
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45.2K Posts
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August 17th, 2021 16:00
Did you run the three commands I posted above? Were there any "not fixed" error messages?
You'd have to remove the battery and use a voltmeter to test it. So it's just easier to replace the battery, especially since it's not expensive, and if nothing else, you rule the battery out as part of the problem.
Instructions are in the Service Manual.
JPNuser
25 Posts
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August 17th, 2021 19:00
Yes, I run the three commands. No “not fixed” errors.
Thank you for the link. I will take a look.
JPNuser
25 Posts
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August 21st, 2021 09:00
The good news is that the mouse is still working, several days after following the latest software fixes suggestions of RoHe and XPS_Man.
Not so good news is that, sometimes, the dreaded “USB device not recognized” message is back, but without an apparent consequence. This message also appeared several weeks ago, and later on, the mouse stopped working.
In Device Manager, I saw two “Unknown”s. Today I repeated the procedure that RoHe wrote 08-16-2021 04:32 PM. At the “Scan for hardware changes”, the message appeared several times, and the two “Unknown”s came back. After the scannow, more messages appeared, and a new “Unknown USB Device (Set Address Failed)”. After boot, the three unknowns remain. I have not opened the computer nor checked the coin battery.
RoHe
10 Elder
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45.2K Posts
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August 21st, 2021 11:00
I think you need to replace the battery, at least to rule it out.
Have you scanned thoroughly for malware lately? Malware-bytes.com (free) is a useful tool for this. (The forum's software won't let me post the correct link, but just remove the red hyphen from what I typed above to get to their site.)
And if you're still having issues, it might be time to consider a clean install of Windows. Be sure to image your boot drive first, to be safe, or at very least, back up all your personal files on that drive onto external media.
JPNuser
25 Posts
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August 21st, 2021 12:00
Hi RoHe, I have Norton 360, and yesterday I did a full scan. I installed the trial version of your recommended MB software, and did a scan. Nothing was found.
A short while ago, after I plugged my iPhone in a front USB port, a large number of “USB device not recognized” messages appeared. I unplugged the iPhone. At the Device Manager I noticed the USB controllers with a yellow triangle and a ! symbol coming and going. I tried your instructions of 08-16-2021 04:32 PM. During a final reboot, the computer froze up and I had to force a boot. The mouse disappeared and it did not appear after plugging it in the two free back ports, or in the one free front port. Only after removing the iPhone USB cable from its front port, the mouse returned after I used this port. USB ports are going crazy.
I will buy a battery, open the computer, and do a cleaning.
RoHe
10 Elder
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45.2K Posts
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August 28th, 2021 16:00
Manually set a System Restore point to be safe.
Then right-click and uninstall each "unknown" USB devices in Device Manager.
Tesla1856
8 Wizard
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17.4K Posts
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August 28th, 2021 19:00
1. Not a virus @SpeedStep said RootKit . That is different/worse. Always start with a DiskPart Cleaning of C-Drive if you suspect a RootKit. .
2. Nuke-and-Pave like he said. Let Windows setup new its new partition(s) itself on that C-drive.
If you do it like @XPS_Man says, and you still have trouble with only new mouse and keyboard connected ... I would say probably bad hardware (motherboard, power-supply, etc.) because at that point the software (operating system) has been ruled out. This is correct troubleshooting procedure.
JPNuser
25 Posts
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August 29th, 2021 11:00
Hi RoHe, When I right-clic the “Unknown USB Device” controller with the exclamation (!) in the Device Manager, I read “Windows has stopped this device because it has reported problems (code 43)”. Its report of events is attached in an image below. After I created a System Restore, I uninstalled the USB controller and shut down the computer.
When I tried to power back, only the Dell logo appeared. This has been common in the last few months, and after 3 or 4 minutes the computer would shut down itself, and the second time I had a successful boot. But this time, the logo was still there after ten minutes. I then tried and failed to shut down the computer with the power button. I had to unplug the power cord. Now the “Unknown USB Device” is back, with the same event report.
Phoenix46
1 Rookie
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5 Posts
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June 2nd, 2022 14:00
Unfortunately, no solution is going to work. The motherboards for the 8910's are faulty. The USB controller goes. It's the hardware, and no amount of testing, reconfiguring or wiping is going to fix it. I had this happen to one 8910 and I went so far as to order a new motherboard for it. After replacing the motherboard, all of the USB ports worked great again for about three months. Then , before I knew it, the two USB ports next to the ethernet port stopped working again. Luckily, they're the only ones that have failed again, but now I've got another 8910 doing the same thing. The symptoms of it are always the Unknown USB Device. After you start getting that it's on its way out.
Vic384
4 Operator
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3.2K Posts
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June 2nd, 2022 15:00
@Phoenix46 I have had problems with the USB ports not seeing the keyboard or mouse but the port did not completely fail, they would start working again. My solution, to prevent complete failure was to use a powered USB hub between the keyboard and mouse and the XPS' USB ports because of the theory that failures are caused by the power supply to the USB ports. Using a powered USB hub puts less stress on the power supply to the USB ports. If the USB port fails completely, I have seen a user on this forum recommend installing a PCI USB card.
RoHe
10 Elder
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45.2K Posts
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June 2nd, 2022 16:00
@Phoenix46 And, open Device Manager and on its toolbar, click View>Show hidden...
Then look everywhere in DM for any "unknown" device. If you see any, right-click and Uninstall. Then click Action>Scan for hardware changes. Exit DM and reboot. See if USB ports and devices work correctly now.
ITPro2K
1 Message
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October 28th, 2023 22:23
@XPS_Man Clearly and OS issue? Could be many things. MB problem, other devices interfering, driver issue, etc..
chucko6166
26 Posts
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November 23rd, 2023 19:15
@Phoenix46 You are correct. The XPS 8910 Motherboards are faulty.
In my experience with numerous XPS 8910's , every one of them will exhibit this issue after a few years of use. The first port to fail normally the usb2 port closest to the ethernet port on the back of the 8910. If you don't use that port you may be able to get some additional time out of the system before the rest of the ports start to also fail.
Eventually all of the USB ports will fail and the motherboard may also fail to POST or Boot properly.
Dell has known about the problem for a long time. When the 8910's were under warranty, they would replace the Motherboards with the same faulty replacements. They just wanted to get the units through the warranty period and after they are out of warranty Dell does not care.
The XPS 8910 is a giant POS.