New 7490 + TB16 + Skype for Business = BSOD in asmtxhci.sys

Thanks Dale, and please don't take my next comments personally, I think we all sincerely appreciate your continued help and responsiveness in resolving this issue.

HOWEVER - as a buyer of the TB15 which had to be replaced by the TB16 and having this still not work for so many while continuing to be sold on the website, I think we all have to ask whats going on at Dell?  How can such a defective product, which is quite expensive in its category, continue to be sold and not have a solution for so many business and casual users? 

Personally, it is saddening to see each new person ping this thread with a new question, only to find out it is the hardware driver they spent so much on - and think about all those not finding this thread. 

Should we write to Maximum PC, Anandtech, Ziff Davis, Wired, and similar outlets in order to help speed the process? (Although rhetorical, I am feeling there are few other options.)

Again, thanks Dale for being a shining example of customer support, I believe we all appreciate this - we just need a solution. 

While it was Dell who made the decision to go with the ASMedia chipset for the TB16 (along with many other manufacturers, BTW), it needs to be pointed out that Dell must rely on ASMedia to resolve the driver issue.  The good news is Dell is the "Goliath" putting pressure on ASMedia to get this fixed.  The bad news is this has been a problem with the ASMedia drivers for many years (do a search on BSOD and asmtxhci.sys; you will see what I mean).  Bad mouthing Dell is not the answer.  Keeping the pressure on Dell (as has been done with this thread and Dell's focused responses) to get ASMedia to finally fix their drivers is the answer.  Maybe they will come out with a new docking station to replace the TB16 but you won't get it for free. Keep the pressure on but keep it productive as has been the case with this thread.

Thanks Dale, and that is great that you are proactively addressing issues with a chipset / driver that PeteSL notes has had such a long history of bad behavior.  I believe my message was quite appreciative of all the work you and your team are doing, and I again applaud and thank you. 

As for 'badmouthing Dell'  - I don't believe asking the question as to why a known chipset with a long history of issues was not only reused in an updated product, but is still being actively marketed as I purchased my new XPS 15 (a great computer by the way) is bad mouthing as much as tough love.  I am happy to give praise where its due and to ask tough questions where they belong. 

I believe Dale has answered this question as best he can given his position.  My hope is that he will take this and push it up the chain so that similar issues don't plague him and his team, nor us and our teams.  The number of hours spend diagnosing this issue, and a notoriously bad chip, are simply hours we can't recoup.

Cheers

Once I started experiencing this issue, I lost a lot of time trying to understand what was happening and with Dell tech support trying to diagnose it, even though I had already found this thread and hypothesized I might have the same issue (same dock, different computer). There was an initial assumption that my non-Dell peripherals (such as speakerphone) that I was connecting to the dock, or my non-Dell Windows installation, or Skype might be the culprit, and Dell would not be able to help. It would be good for this issue to be recorded as a known problem in Dell's support DB so that the support reps can tell the next person reporting similar symptoms about an upcoming driver and they don't go through all the other, time consuming but irrelevant troubleshooting steps, even if they didn't come across this forum post.

Hi dsetter,

Currently you can uninstall the latest driver through "Add/Remove Programs" aka "Programs and Features" in the control panel. In this screen you should see an item for "ASmedia USB Host Controller Driver" like so:

 The driver will also be present in Apps & Features under the same name:

once you select uninstall, it will remove the current version of the driver. you can re-install the previous version, or let Windows manage the version by re-connecting the TB16.

the latest shipping version of 1.16.51.1 is available here:
https://www.dell.com/support/home/us/en/19/drivers/driversdetails?driverId=3T8M8

As a note: Until a driver is installed either manually installed, or pulled down from Windows Update, USB devices nor Ethernet connected to the TB16 will not properly function, though displays will.

Is there a way to revert to older drivers as my problem with this only started after the last set of drivers were installed and had no problems with the prior drivers.

Seems installing older ASMedia-USB-Extended-Host-Controller-Driver_TN9X6_WIN_1.16.50.1_A07.EXE drivers solved my 2 issues with TB16 and Precision 5520 lapWhenever I disconnected some of my USB devices Windows crashed into a bluescreen

2. My dual displays (both connected via display ports) were not able to go into power savings mode. They first go but then they get waken up again. This cycle continue forever flashing displays on / off like some signal from TB16 would wake them right back on after they go into power savings mode. 

Team!

We have build 1.16.54.1 posted on the web currently. you can find this build here:

https://www.dell.com/support/home/us/en/19/drivers/driversdetails?driverId=JCDN0

This build resolves the BSOD that is being seen when audio devices are disconnected when Skype for Business is opened and active.

We have seen reports with this driver in testing for USB devices disconnecting randomly with this new driver. This is still under investigation.

"We have seen reports with this driver in testing for USB devices disconnecting randomly with this new driver. This is still under investigation."

Hello, we were following this useful thread to solve our trouble, so we just give a couple of extra cases:

we use dell laptop 5520 and we can confirm that an important improvement was obtained with the audio, but after the weekend we have completely lost (and we were not able to recover) both the TB16 USB ports, its network port and its thunderbolt that we use with the network converter to have another cabled network attached.

So we expect that we are still in a buggy situation, even if the only BSOD in the office was not due to the asmtxhci.sys (sorry: my colleague didn't write down the full message) and it didn't happen on a laptop that has the audio chip disabled inside the BIOS.

Hi,

We are still facing issues, when disconnecting the E7290 or E7490 from TB16 docking station

We can't use the mouse or the keyboard attached to the TB16 once you reconnect it

When do you think this will be resolved

Thanks..

Hi All,

Thank you for the information, and I do understand the concerns. We sadly do not have a time-line for another driver that will resolve the rare issue causing disconnects with the latest ASMedia driver (1.16.54.1). If you are experiencing issues that have not been outlined with the initial topic for this thread, I would highly recommend opening a ticket with our Support and ProSupport teams (depending on your maintenance contract with Dell) so we can further investigate. The 1.16.54.1 has resolved several issues with performance, as well inability for any device to connect, along with the BSOD with Skype for Business and disconnecting hardware. I would still recommend testing this driver in your environment to see if it may offer relief for the other issues that you are facing.

The latest driver for the TB16's internal USB controller is at: https://www.dell.com/support/home/us/en/19/drivers/driversdetails?driverId=JCDN0

I have around a dozen 5290s and they are experiencing the behavior referenced in this thread. BSOD and random USB stack failure. Dale, any updates on a new driver?

Hi Greg,

The 1.16.54.1 driver that is posted here: https://www.dell.com/support/home/us/en/19/drivers/driversdetails?driverId=JCDN0 has been seen to resolve several similar issues. This driver can be confirmed within "Device Manager" under "Universal Serial Bus Controllers" in the "ASMedia USB3.0 eXtensible Host Controller". You can right-click this and click the "Drivers" tab to see the version:

If this version is still giving you BSODs against the ASMedia driver, I would highly suggest getting a ticket open with our Dell ProSupport group. If you do have a ticket open, could you share that ticket number with me via Private Message/Direct Message?

PM sent. Thank you!

Updating ASMedia to 1.16.55.1 finally resolved my USB disconnect issues.