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21 Posts
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1902
July 14th, 2017 08:00
Aurora R5 mouse/keyboard not recognized .Usb device error
I've always had the mouse 8the standard alienware mouse) in the upper rear usb 2 connector next to the Ethernet port. Now, the mouse is not recognized. As soon as is connected, Windows 10 shows an error message stating that the it is an unknown device. Device Manager shows an Unknown USB Device (Device Descriptor Request Failed), under the Universal Serial Bus controllers category.
Now, the interesting things:
a) A pendrive connted to this same port is recognised instantly.
b) The same mouse works perfect in other port.
c) Other mouse or the keyboard is not recognized when connected to this port.
Therefore, it seems that the problem just affects interface devices in this port.
Today i've been in a remote support session with a DELL agent, and he has concluded that it's a hardware problem that requieres a new board. I will need to contact this dell agent again when I'm ready to receive the technician.
As for now, he has reinstalled drivers, updated BIOS, reboot in safe mode, tried the BIOS hardware test... Everything to no avail.
But still I'm not totally sure that it is not a software error. Mass storage devices works well in this port. Input devices do not.
Any clue will be much appreciated. i would hate to have the logic board replaced.
Tesla1856
8 Wizard
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17.1K Posts
0
July 14th, 2017 10:00
Easiest and most definitive way to find out is to carefully disconnect all your existing HDD/SSD (to keep safe and isolated).
Install a spare (known good) working HDD/SSD. Clean install Windows, basic drivers, and test operation. Takes about an hour or so.
See this thread: fixed
jlosada
21 Posts
0
July 16th, 2017 02:00
Thanks Tesla 1856.
I have not reinstalled windows. but I've booted from an USB recovery drive. When in the screen asking for the keyboard layout to use, I0ve switch the mouse from the working usb port where it's connected now to the failing one. And it failed: no pointer or mouse movement on the screen. So it's really something in BIOS or hardware. BIOS version is 1,0,13 (curioulsy the downloads section in DELL's page shows as the last one 1.0.12). the DELL agent updated it while the remote support session.
The port is the marked one:
Carbon Based Lifeform
872 Posts
0
July 16th, 2017 03:00
befor you take the entire System apart, try Power Drain + Clear CMOS.
disconnect all Cables
open the Side Panel and remove the Coin Cell Battery from the Motherboard.
hold Power On Button for a Minute.
put the Battery back in.
you will need to adjust the BIOS Settings after you are done.
i hope it works.
Tesla1856
8 Wizard
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17.1K Posts
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July 16th, 2017 13:00