Highlighted
IrvineDave
1 Copper

XPS 8930, Issue with USB Type-A Ports on Front I/O Panel

I bought an XPS 8930 from Dell around two months ago.  Recently, I was plugging in a USB cable to one of the three USB Type-A ports on the front panel.  It was tough to plug in, so I tried the one next to it.  It was also tough.  I tried the last of the three and the same thing.  Finally, I shined my flashlight into the ports and found that all of them had been irreparably damaged.  The pins were pushed toward the the bottom of the socket.  I plugged the same USB cable into multiple other USB ports on another PC with no issues.  I went ahead and ordered a new front panel I/O module from Dell and installed it anout a week later.  Today, I tried to plug in a Bluetooth USB dongle and met that same resistance.  I tried another port and same thing.  I stopped trying before getting to the third port, as I remembered what had happened before.  Shined a flashlight into them and noted the pins were again showing signs of bending.  One of the damaged ports is still usable, but the other has one pin pushed down pretty far.  I have not tried to see if they are salvageable yet.  Again, I was able to plug this device, the Bluetooth USB dongle, into multiple USB ports on another PC with no issues.  I've NEVER had a similar sequence of issues on ANY other USB device in my life.  I'm thinking that there MUST be a defect with the manufacturing of these ports.  Perhaps the tolerances are too tight.  I've already spent an extra $50 on this PC fixing it from the first mishap, and I'm not looking forward to spending ANOTHER $50 fixing it again.  Has anyone else experienced this issue?

Labels (2)
0 Kudos
15 Replies
8 Krypton

Re: Potential Issue with USB Type-A Ports on XPS 8930 Front I/O Panel

Well, hopefully someone will answer.

While not likely, I suppose anything (like a bad batch) is possible. But please ... next time slowly test the part with a name-brand USB cable or flash drive (first, before you install it). It's hard to believe you damaged another set after spending all that time and money fixing it.

I've never heard of this happening. The USB plug or flash drive is just 4-large non-movable metal contacts on plastic ... usually with a metal guide around the whole thing. The socket has the pins. Not only do they flex, but only the curved middle part of the pin ever comes in contact with anything. Supposedly, they could be pushed all the way down into their individual crevices and not only still work, but not be damaged either.

The sockets on my new Aurora-R6 * ARE * pretty tight but I just plug my USB-Headphones into one of them and leave them for months at a time. Even when it takes some force, nothing is damaged. I don't really use the others. I got the impression that it has maybe the part that goes inside the metal shield that was making it tight .... it was a fraction of a mm to big.  I'll take a closer look later tonight (I'll stick a perfect Micron flash drive into all of them).

If this was a new machine, why was this not handled as a warranty repair?


Registered Microsoft Partner and Apple Developer
- Like many of you, I can appreciate a good game-engine.
- I answer questions here, but I'm not a Dell employee.
- Consider giving posts you like a "thumbs-up"
- Posting models-numbers and software versions speeds trouble-shooting.
- Click "Accept as Solution" button on any post that answers your question best.
0 Kudos
8 Krypton

Re: Potential Issue with USB Type-A Ports on XPS 8930 Front I/O Panel

OK, I checked/tested the 4 front/top USB ports on my Aurora-R6 with a Lexar flash-drive.

Yes, they work fine. They are initially tight, but then loose after it gets past a certain point and they finally snap-into-place.

There are 2 "pressure clips" on the top and 2 on the bottom that I think are there to help them "snap into place" (and even keeps them held in place). Actually, seems a bit excessive. Anyway, that is what appears to be causing the resistance. They look similar to the 4 real-pins but they are non-electrical. Also, as you use the sockets they loosen up some.


Registered Microsoft Partner and Apple Developer
- Like many of you, I can appreciate a good game-engine.
- I answer questions here, but I'm not a Dell employee.
- Consider giving posts you like a "thumbs-up"
- Posting models-numbers and software versions speeds trouble-shooting.
- Click "Accept as Solution" button on any post that answers your question best.
0 Kudos
SHatRO
1 Copper

Re: XPS 8930, Issue with USB Type-A Ports on Front I/O Panel

Same exact issue.  Middle port has bent contacts and appears to be shorting the right port.  Only the left port works.  Going to Dell support to get this fixed as it is under warranty.

0 Kudos
SHatRO
1 Copper

Re: XPS 8930, Issue with USB Type-A Ports on Front I/O Panel

 3:33:50 PM     Customer   Steve 
Initial Question/Comment: Middle and Left Front USB ports not working. Middle appears to be damaged, two pins bent an pushed to rear of the port. I have not had any problem with USB ports in the past.Appears to be similar problem to: {this page{
 3:33:55 PM     System   System 
You are now being connected to an agent. Thank you for using Dell Chat
 3:33:55 PM     System   System 
Connected with Marie_Estremos
 3:34:15 PM     Agent   Marie_Estremos 
Thank you for contacting Dell Workstation Basic Hardware Warranty Support. My name is Grace. I'll be glad to assist you with that.

Before we start, I would like to get some information to update your records. Can we use the EMAIL address: <Email id removed> or CALL you using the phone # <Phone number removed> if follow up is needed?
 3:34:28 PM     Customer   Steve 
yes
 3:34:45 PM     Agent   Marie_Estremos 
Can you confirm if the machine you need assistance with is XPS 8930 with Service Tag: <Service tag removed> ?
 3:34:55 PM     Customer   Steve 
yes
 3:35:20 PM     Agent   Marie_Estremos 
Thank you for the confirmation.
 3:35:50 PM     Agent   Marie_Estremos 
Steve, I understand that the middle and left front USB Ports are damaged.
 3:35:57 PM     Customer   Steve 
yes
 3:36:09 PM     Agent   Marie_Estremos 
Unfortunately, your computer does not have Complete Care Warranty to cover issues with physical damage
 3:36:19 PM     Customer   Steve 
it is defective
 3:36:46 PM     Customer   Steve 
others have complained of same issue and the devices I used have worked on other machines and other ports just fine
 3:37:23 PM     Agent   Marie_Estremos 
Any USB device will not because the pins are bent.
 3:37:37 PM     Agent   Marie_Estremos 
This issue falls under Complete Care
 3:37:49 PM     Agent   Marie_Estremos 
but does not falls under normal hardware malfunction
 3:38:25 PM     Agent   Marie_Estremos 
Please call Out of Warranty Support at (800) 288-4410
 3:38:32 PM     Customer   Steve 
so you sold me defective ports but you won't replace them, others have fixed the problem only to have it happen again immediate because the ports are physically defective
 3:38:55 PM     Customer   Steve 
whatever, thanks for nothing
 3:39:15 PM     Agent   Marie_Estremos 
Thank you for choosing Dell. Have a great day!
 3:39:20 PM     System   System 
Marie_Estremos has left this session!
 3:39:20 PM     System   System 
The session has ended!
0 Kudos
remichal
1 Copper

Re: Potential Issue with USB Type-A Ports on XPS 8930 Front

Same problem with my XPS 8930 bought in March or April this year.  Two of the ports have bent contacts.

0 Kudos
8 Krypton

Re: Potential Issue with USB Type-A Ports on XPS 8930 Front

FWIW, this issue was escalated in April. The platform team said those USB ports did not leave the factory in a "bent" or broken state.

They captured  a couple of these systems and called it, "customer caused damage". Only customers who bought an additional Complete Care warranty could get this repaired by Dell. 

(Please don't kill the messenger...)

Ron

   Forum Member since 2004
   I am not a Dell employee

0 Kudos
Jade1984
1 Copper

Re: Potential Issue with USB Type-A Ports on XPS 8930 Front

Exact same problem on my XPS 8390. I bought in in April 2018 also. It was problematic from the first days. It has now shorted and failed.
0 Kudos
kimile
1 Copper

Re: Potential Issue with USB Type-A Ports on XPS 8930 Front

same  problem. 2 of the 3 usb just bent and shorting 

0 Kudos
kimile
1 Copper

Re: Potential Issue with USB Type-A Ports on XPS 8930 Front

I asked some of my friends selling the parts, the whole module can be 40$

0 Kudos