XPS 15-9570, External USB HDD not recognized

Question

Hi! I just got my new laptop XPS 15 and I've got some problems with my external hard drive (Freecom Tough drive 2TB, USB 3.0). It doesn't get recognized when I plug it.

It gets read only when I plug it (it does not get detected at this moment) and re-start the laptop (sometimes 2 or 3 times). So I do have to follow the same process every time because when I unplug it and plug it back in, it is not detected again.

And that trick only "works" with the left port. It does not get detected at all on the right port.

I am not sure where that problem comes from. It shouldn't come from a OS compatibility matter as the HD perfectly works on other laptop and computer, plus windows says I am up to date about the drivers. Maybe the USB drivers of the laptop are not up-to-date (but I run an analysis and that seems ok + I've got other HD USB3 and USB2 that works correctly). A power matter?

I can not change the wire of the hard drive I'm having issues with since it comes built-in.

Also, I managed to use that drive at the beginning when I was installing some software. After a moment I had a notification saying there was a problem with a USB device but I wasn't using it at that time so I didn't realize it was concerning my external HD. I found out later on that it was not and couldn't be detected anymore. It lasted something like 1 or 2h before the issue. To be noted all my other flash disks work well.

I ran a test with Driver Easy to check and had 25 things to update so I updated. At the end the sound didn't work anymore but I managed to find the right Dell drivers to have it back as before. My external HD is still no detected.

Does anyone faced the same situation and could share the solution?

I also feel like there is a connectivity matter too. The Wi-Fi seems to have some difficulties. Like loading internet pages takes a long time when I DL. Watching a YT video can also be difficult sometimes. This does not happen on the same network with other computers and laptops.

Thanks for your help!

DELL-Chris M · Accepted Answer

The fact that both USB external mouse and keyboard always work means that the XPS 15-9570 USB 3.1 Gen 1 ports are functioning on a hardware level. That points to a driver issue within the Windows 10 operating system. Check with the USB drives manufacturer page for firmware updates.

Yann_Onymous · Answer

When I plug the HD, the LED turns ON, the disk starts rotating but then it stops and only the LED and fan keep running. That HD perfectly works on other computers

DELL-Chris M · Answer

For my notes, click my DELL-username and via private message send me the XPS 15-9570 service tag number. * Is the AC power adapter connected to the laptop? If not, plug it in and retest the USB HDD* Once/if recognized, did you format the Freecom USB HDD on this XPS 15-9570? Do so, then disconnect it, restart the XPS 15-9570 and retest* Do both left side and right side XPS 15-9570 USB 3.1 Gen 1 ports work with all other USB devices (mouse, keyboard, etc) ? WiFi = * Click the start button* Enter app* Click Apps & Features* Check the Apps & Features for SmartByte. If seen, uninstall both SmartByte application and SmartByte driver* Restart the PC when done and retest

RGBR · Answer

Same problem here. My xps 15 9570 have problem recognizing my external HDD, Samsung M3 portable, USB 3.0 1 Tb. I connected and it keeps connecting and disconnecting the device every 2 seconds. It made some damage to the drive, that I have to repair with another laptop. Now this drive does not work with my Dell, but work fine with my old Samsung laptop, both with Windows 10.

DELL-Chris M · Answer

RGBR,

* Is the AC power adapter connected to the laptop? If not, plug it in and retest the USB HDD
* Do both left side and right side XPS 15-9570 USB 3.1 Gen 1 ports work with all other USB devices (mouse, keyboard, other USB HDD, etc) ?

RGBR · Answer

Hello Chris   Yes to both questions. I´ve updated the latest drivers. The HDD worked for one day or two. An then stopped again...

Yann_Onymous · Answer

Hi

Thank you for your reply

I've tried things but it keeps not working so well.

As RGBR, it looks like the laptop damages the external hard drive on which I'm trying to copy/paste date from the other one that has struggle to connect. Every time I'm been asked to repair or format it.

Also, I can't manage to copy/paste correctly the data.

It works at the beginning, then it says something is not recognized and it stops copying.

When I check what has been copied, a lot of things appears empty, I try to delete them to copy/paste again but it says I can't delete. And when I can, it does but the size on disk stays the same. Meaning that it looks like it has been deleted but the space on the disk doesn't changed.

Really don't know what to do...

XPS

XPS 15-9570, External USB HDD not recognized

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