Unsolved
This post is more than 5 years old
1 Message
0
63494
Different(?) mouse and keyboard problem with GX620
My organization recently purchased 24 SFF Optiplex GX620 systems and we're having a keyboard / mouse issue that I don't see described here. We created a brand new RIS image of Windows XP w/ SP2 for the machines taking special care to ensure that every GX620 driver available was installed. Everything works beautifully except that each time one of the machines is rebooted, its mouse and keyboard doesn't work. Pulling the plug for each and reinserting in the same USB port solves the problem... until the next reboot.
As I think is typical, the keyboard and mouse each show up in device manager as "USB Human Interface Device". A little further investigation using remote control software reveals that when the mouse and keyboard aren't functioning, one (sometimes both?) of the devices in device manager displays an exclamation mark and reports that the device could not be started. Disabling and re-enabling this device will also correct the problem until the next reboot.
I'm curious as to whether anyone has any insight into this issue. We've updated the BIOS with no result. We also installed the chipset drivers in the image... I assume that this includes the USB drivers. Is there a separate USB driver or keyboard / mouse driver that might not be listed on the Dell site? Any help would be greatly appreciated. Thanks!
As I think is typical, the keyboard and mouse each show up in device manager as "USB Human Interface Device". A little further investigation using remote control software reveals that when the mouse and keyboard aren't functioning, one (sometimes both?) of the devices in device manager displays an exclamation mark and reports that the device could not be started. Disabling and re-enabling this device will also correct the problem until the next reboot.
I'm curious as to whether anyone has any insight into this issue. We've updated the BIOS with no result. We also installed the chipset drivers in the image... I assume that this includes the USB drivers. Is there a separate USB driver or keyboard / mouse driver that might not be listed on the Dell site? Any help would be greatly appreciated. Thanks!
pyrohavoc
3 Posts
0
November 11th, 2005 14:00
websurvivor
3 Posts
0
December 8th, 2005 12:00
Same problem here. We just got 10 GX620's and users are always complaining about the USB keyboards.
I have a GX280 that is losing its USB keyboard in the middle of using the computer.
Message Edited by websurvivor on 12-08-2005 08:04 AM
speedstep
9 Legend
9 Legend
•
47K Posts
0
December 10th, 2005 03:00
You might try the DRBOTT problem solver.
http://www.drbott.com/prod/db.lasso?code=3105-T3IB
http://www.welovemacs.com/3105t3ib.html
If the Cute Lights go out on the hub you know that power management is sleeping the power to the ports and thats why they "DIE" while in use.
Lunatek
21 Posts
0
January 9th, 2006 22:00
I work for local county government, and we have the same problem with a few of our Optiplex GX620s. We've tried replacing the system board, power supply, and keyboard under warranty on one of them and still have the same issue. We've also tried updating the BIOS, ensuring the chipset drivers are installed properly, and disabling power management. I'm beginning to wonder if any other devices possibly connected to the system board are shorting the board in some way....perhaps a defective batch of USB hubs (on the front of the PC) or cables installed in a specific amount of systems. There's always a chance that the mouse is causing compatibility issues with the keyboards that shipped with these systems. If I remember correctly, the user tried a different keyboard model and had success with it.
Personally, I have a USB keyboard on a Pentium IV-based system at home, and I have yet to experience issues with the keyboard 'sleeping' on me. I've already asked a few Dell technicians, and nobody seems to have an answer for this GX620 problem. Buying hardware to test brand new systems is not a viable solution. So far, we've only seen this problem crop up on the GX620.
Message Edited by Lunatek on 01-09-2006 06:26 PM
Message Edited by Lunatek on 01-09-2006 06:26 PM
Lunatek
21 Posts
0
January 11th, 2006 20:00
speedstep
9 Legend
9 Legend
•
47K Posts
0
January 11th, 2006 20:00
One of the things I do is to move mouse and keyboard round robin thru all the ports to "find" the device and reboot several times to "set" the devices in registry.
speedstep
9 Legend
9 Legend
•
47K Posts
0
January 15th, 2006 19:00
Support options based on the model of your machine (desktop, laptop, OptiPlex, Dimension, Latitude, etc) in order for your call to be routed to the appropriate technician.
What are the Dell™ Express Service Code and Service Tag, and where can I find them?
You will need:
1. To be in front of the computer while you are online.
2. The make and model of the computer
3. The Service Tag and/or the Express Service Code for your computer-
* The Service Tag can be found on the back or bottom of your computer as a bar code label
* The Service Tag and/or Express Service code may also be found by running Express.exe in the Dell directory of your C:\ Drive
* The Service Tag and/or Express Service code may also be found from the Start Menu---> Programs ---> Dell Accessories --->Express Service Code
4. The Dell Support CDs that came with the computer if they are available.
The web site is
<ADMIN NOTE: Broken link has been removed from this post by Dell>
charrison100
6 Posts
0
January 24th, 2006 14:00
We too are having problems with the Mouse sopping on the GX620, Windows XP SP2. I have replaced the mouse 3 times with new ones from Dell, had the Motherboard and ports replaced and installed all of the latest updates. I have even gone into the device manager to ensure that the power management option under the USB hub is set not to turn the hubs off. The Power Management settings under the Display Properties are set to always on, never turn anything off and hibernate has been disabled.
The issue always arises when the PC is left unlocked for 20 mins. Something turns off the mouse and we have to disconnect and reconnect it for the mouse to work.
Any Ideas on what else to check?
Mr. Fusion
2 Posts
0
February 3rd, 2006 23:00
charrison100
6 Posts
0
February 9th, 2006 19:00
Thansk for the tip.
We are on A05 already and continue to have this issue. Both Mice and Keyboards do this. I have disabled all power managment and even gone into the USB root hub and made it so that the computer can not turn it off to save power.
Any other ideas?
Lunatek
21 Posts
0
February 13th, 2006 18:00
DurfDoesDel
7 Posts
0
February 15th, 2006 14:00
Also, has anyone experienced any issues with the GX620s going into hibernation. We consistently have some of our critical pcs going into hibernation and then they cannont be RDP'd into or remote connected to. We have worked hard to find a fix but have not yet found one. Any ideas?
Thanks
subhash
1 Message
0
February 28th, 2006 05:00
We are having similar problems with GX520 systems having the USB keyboard disconnect as the user are typing, surfing, etc. Just the keyboard will become non-functional. No light on number key and caplocks. Nearly everytime switching the keyboard to a different USB port will make it functional again,
We are having that happen frequently on some GX520's and not at all on others. All were loaded with the same OS image at the start. We're running XP SP2.
We also have had that happen a couple of times with the USB optical mouse. Switching to a different USB port for the mouse always has solved the problem.
Any DELL support team have noticed this problem and have any solution
Please help
charrison100
6 Posts
0
February 28th, 2006 15:00
Thanks for your useful information.
A few companies here in the Toronto area have told me that they are in contact with their reps about this and there is a rumour about a fix being posted.
Everyone please contact your reps and maybe we will see a solution for this.
DurfDoesDel
7 Posts
0
February 28th, 2006 15:00
Thank you for the helpful info speedstep. I dont know what we would do without it.
I will try to contact our rep, though i have to say these pc's are a much lower priority than the other systems in our business and I will probably not get much feedback from mentioning it.
Either way, it is good idea and if we all try, maybe Dell comment or provide a fix.