25 Posts
0
5071
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.
JPNuser
25 Posts
1
August 28th, 2021 08:00
A few days ago, a computer technician came to my house to help. He did several diagnostics test, including one with Linux. He concluded that reinstalling Windows 10 was not a solution. At one point he said that he noticed static electricity. He opened the computer, changed the cell battery, reassigned external USB and HDMI devices to different USB ports. Three of the UBS ports in the rear were left empty. He said that there was a mixed up of USB 2.0 and USB 3.0. The mouse USB cable went back to the rear port.
So far so good. Device manager still shows several unknowns and one with an exclamation sign. I accept this as solution to the mouse problem. Thanks to everyone.
Vic384
6 Operator
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3.2K Posts
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August 14th, 2021 10:00
@JPNuser Before doing a clean install, you could run a Windows file system check: https://support.microsoft.com/en-us/topic/use-the-system-file-checker-tool-to-repair-missing-or-corrupted-system-files-79aa86cb-ca52-166a-92a3-966e85d4094e
Also you can Google search 'Unknown USB Device (Device Descriptor Request Failed' and try some of the solutions recommended such as: https://www.makeuseof.com/ways-to-fix-unknown-usb-device-error-windows-10/
redxps630
11 Legend
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16K Posts
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82.1K Points
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August 14th, 2021 10:00
It seems usb controller system file is corrupted. it may be difficult to pinpoint the exact issue and repair it. a much easier fix (drastic but efficient) is to do a fresh clean install of Windows 10 (after backing up your data).
XPS_Man
7 Practitioner
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2.4K Posts
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12K Points
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August 14th, 2021 13:00
Error 43 are you on windows 10 Pro ?
All USB ports have the same issue with any kind of USB device (mouse USB drives ) ? Tried a different mouse ?
All ports can't go bad at the same time. Clearly an OS issue
If the issue started recently, without Mouse support it would be difficult to troubleshoot.
I am assuming Keyboard is working
So if you can do a Shift + RESTART you can reboot to windows recovery screen and choose a system restore to a date when everything was working
If you can not do a SHIFT RESTART, Crash the machine 2-3 times to get in to a Recovery Environment
Last option is
JPNuser
25 Posts
0
August 15th, 2021 11:00
I appreciate the suggestions of redxps630, Vic384, and XPS_Man. I have Windows 10 home.
I made a Windows file system check, but it did not solve the absent mouse cursor. I tried some of the suggestions at “6 Ways to Fix the “Unknown USB Device (Device Descriptor Request Failed) Error in Windows 10” without luck. Some procedures are imposible to do without the mouse.
I reinstalled Windows 10, but the problem is still here. I tried again reinstalling two “Unknown USB device” without luck.
Could I have a hardware issue? Is there a way to check? Thanks.
JPNuser
25 Posts
0
August 15th, 2021 12:00
Here is an image of a hardware error report. Is it useful?
speedstep
11 Legend
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47K Posts
0
August 15th, 2021 14:00
You are infected with Root Kit Winsock Malware.
Event ID 144 Proxy blocked an illegitimate request made by a client, as there was no matching endpoint registered at the proxy.
When you are on the network try the following commands in ADMIN command prompt
If there are any errors then you know there is a serious problem.
Nuke and pave may be the only way around this. I would start with a new drive and clean install then recover data from the old drive via a dock.
w32tm /resync /rediscover
w32tm /config /syncfromflags:MANUAL "/manualpeerlist:0.north-america.pool.ntp.org,0x1 1.north-america.pool.ntp.org,0x1 2.north-america.pool.ntp.org,0x1 3.north-america.pool.ntp.org,0x1" /reliable:yes
w32tm /config /update
net stop w32time && net start w32time
w32tm /resync /force
w32tm /query /source
redxps630
11 Legend
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16K Posts
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82.1K Points
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August 15th, 2021 14:00
one way to check whether it is firmware or hardware issue independent of high level program/Windows is to test mouse function on the bios level. Press F2 to enter BIOS after power up. If BIOS is not able to detect mouse, or mouse cursor is still absent in UEFI, there is indeed a troublesome hardware problem.
A normal USB port/mouse should allow you to navigate/edit the UEFI bios before system boots into Windows.
If usb mouse is completely functional at bios level, there is no hardware issue with USB port. then the question regarding "I reinstalled Windows 10" is, did you do a fresh clean install of Windows by wiping the hard disk/ssd? I would do a clean install if not already done. a clean install deletes all old partitions on the hdd/ssd, creates new partition and formats the disk before installing Windows.
XPS_Man
7 Practitioner
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2.4K Posts
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12K Points
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August 15th, 2021 22:00
A virus : ?
Still there after an OS reinstall ?
How did you reinstall the OS ?
Go for a complete Format
Use Media creation tool to create a bootable USB
https://www.alphr.com/how-to-reinstall-windows/
JPNuser
25 Posts
0
August 16th, 2021 06:00
The mouse cursor is absent at the BIOS level when I restarted and pressed F2.
Do you agree that I have a hardware issue?
A friend recommended opening and cleaning the computer.
I did not make a complete format of the OS.
redxps630
11 Legend
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16K Posts
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82.1K Points
1
August 16th, 2021 06:00
try replace CMOs battery with a brand new one and clear CMOs settings by resetting CMOs jumper on motherboard. If these steps do not recover mouse cursor to bios level, then it seems the USB controller on motherboard is defective unfortunately.
RoHe
12 Elder
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45.2K Posts
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172.6K Points
1
August 16th, 2021 16:00
@JPNuser - With the mouse plugged into a rear USB2 port, open Device Manager and click View>Show hidden devices on the toolbar and now look for all "Unknown" and grayed out devices everywhere in Device Manager.
Then right-click and uninstall all Unknown and grayed devices. And now click Action>Scan for hardware changes, exit DM and reboot...
The mouse pointer isn't visible in BIOS setup because the mouse driver is only loaded when Windows loads. BIOS setup typically only uses Tab, Arrow and Enter keys to navigate around, not the mouse. So not seeing a mouse pointer in BIOS setup doesn't say anything.
If the mouse has its own software, uninstall it, reboot and then reinstall the software. If that doesn't help, run these commands:
Accept offer to run chkdsk at next boot and reboot. chkdsk will run before Windows loads so be patient.
Be sure to include a space in front of each / and note any error messages when that's done
.
Be sure to include a space in front of the / and note any errors when that's done.
Assuming no unfixed errors reported in #4 and #5, reboot and see if that helps...
XPS_Man
7 Practitioner
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2.4K Posts
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12K Points
1
August 16th, 2021 22:00
XPS 8910 uses a single page BIOS with NO mouse support.
Try F12 >> Diagnostics and you can test the mouse there.
If Keyboard is working fine in BIOS in Same USB port, than you don't have a Faulty hardware
BTW, seems like a bad mouse to me, can you try a different one.
JPNuser
25 Posts
0
August 17th, 2021 06:00
Thank you! My mouse is back!
I hope it lasts. With some other fixes that I have tried, the mouse came back, but went away after a few hours, or after a shutdown.
By the way, the mouse light has been on always, and the mouse works in other computers.
Another thing is that when I press the button to star the computer, many times, it does not show the
Dell logo or the Windows rotating wheel, and after several minutes it shuts itselt up. Then, only when I press the button for a second time, it boots OK.
JPNuser
25 Posts
0
August 17th, 2021 08:00
This adventure has not ended, yet.
After a reboot, the mouse cursor dissappeared again.
Then, without the mouse, I did the F12 diagnostics that XPS_Man suggested. It was successful.
After the diagnostics was finished, but still in this BIOS environment, a message appear about the installation of my laser mouse. It was back!
The keyboard works in the USB of the mouse.
Back in Windows, the mouse was gone, but several tries plugging it, it came back.
I am typing this from the XPS 8910. Again, I hope it lasts. Thank you.