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Last reply by 06-29-2019 Solved
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2 Bronze
41251

XPS 13 9380 - dead USB-C / Thunderbolt port

Hope someone can help. I have only had this laptop about a month, and the 2nd left-side USB-C / TB3 port has stopped working. It won't accept charge or recognize any devices, though port 1 still seems to work.  The issue seems to coincide with this update:

2 Updates available - Complete - May 5, 2019 10:52:15 AM

  • Intel Chipset Device Software Driver - A07 - 14.04 MB - Recommended
  • ASMedia USB Extended Host Controller Driver - A13 - 19.12 MB - Recommended

I'm guessing it's related, am seeing this issue with UCM-UCSI ACPI device in the Device Manager "Windows has stopped this device because it has reported problems. (Code 43)" [Pic below].  I've tried every online suggestion, uninstalling the drivers for all the USB devices so they reinstall, but the port remains dead and the device manager still keeps disabling this device.

usb-issue.jpg

Solution (1)

Accepted Solutions
41107

So I managed to fix this issue!

In case anyone else has the issue here is what I did to fix it.

1) Uninstalled "UCM-UCSI ACPI Device" in the device manager.
2) Went to "Uninstall a program" in the control panel and uninstalled the "Asmedia USB Host Controller Driver"
3) Rebooted machine and ran Dell utility to check for drivers. It will reinstall Asmedia software.
4) After rebooting the port seems to be working again and now accepts a charge and recognises USB devices.

Thanks for the suggestions for help.

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Replies (9)
Moderator
Moderator
41120

LanceRael,

Roll back the operating system to a date prior to the above May 5 driver installs?

click my username and send me the pc service tag number via private message as well as your registered name, email address and  phone number.

If still under warranty, click the "Get help now" icon on the right to start a live chat session.
Find your Service Tag

5 Rhenium
41118

Since the USB device us not currently working, I suppose you have the options to find a driver for it or uninstall it and see if Windows will find one.

You normally plug your power adapter into the back USB 3.1 port on the left?

_____________________________________
XPS 9365, Inspiron 7567 Gaming, Inspiron 7779, XPS One 2720, AW3423DW
System fully Win 11 compliant
41106

Thanks for your responses. I have until now used either of the left 3.1 ports for power as they are both TB3/DP ports. But now the rear one has stopped working. Devices work fine in the other ports. It is the port that has seemingly died. I don't have the option to roll back the OS as the restore points were not enabled by default. I have already tried uninstalling and reinstalling the USB drivers.

41097

It is not the USB drivers causing you situation.  The ACPI devices are normally up in the System devices section but I have never seen the one you show. 

You did not mention having the system connected to a Dock so perhaps the device is related to the Dock.

You still need to uninstall the device indicated and remove all drivers for it.

_____________________________________
XPS 9365, Inspiron 7567 Gaming, Inspiron 7779, XPS One 2720, AW3423DW
System fully Win 11 compliant
41077

There is no dock. The port is just dead and wont respond to power or anything else. Everything still works in the remaining port. I have already tried removing the ACPI device and other USB devices from the Device Manager, and the drivers. It just all reinstalls and disables itself again.

41066

Have you seen the other thread about the 9380 chipset driver? 

https://www.dell.com/community/XPS/XPS-13-9380-chipset-driver-won-t-install-3/m-p/7298200#M28407

_____________________________________
XPS 9365, Inspiron 7567 Gaming, Inspiron 7779, XPS One 2720, AW3423DW
System fully Win 11 compliant
41108

So I managed to fix this issue!

In case anyone else has the issue here is what I did to fix it.

1) Uninstalled "UCM-UCSI ACPI Device" in the device manager.
2) Went to "Uninstall a program" in the control panel and uninstalled the "Asmedia USB Host Controller Driver"
3) Rebooted machine and ran Dell utility to check for drivers. It will reinstall Asmedia software.
4) After rebooting the port seems to be working again and now accepts a charge and recognises USB devices.

Thanks for the suggestions for help.

40894

I've had this happen on 2 out of 12 XPS 13 9380 machines.  The suggested steps don't seem to do anything for me.  It looks like windows is automatically reattempting to install the UCM-USCI ACPI Device in Device Manager. Any other thoughts on a remedy?  

40562

Thanks for posting this Lance. I had the exact same issue. XPS 9380. No more than 2 months old. 2 of 3 USB ports suddenly stopped working. I followed the steps you suggested, except I actually had to download the "Asmedia USB Host Controller Driver" from Dell.com. After installing, all ports worked ... thank goodness.

The alternative, as recommended by Dell Support, was to send it in for repair and be without my (work) laptop for 7-10 days. Um, no thanks.

 

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