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September 22nd, 2024 14:00
Endless support fiasco
Over the last month, I've had an issue whereby my Optiplex AIO does not recognize an SD card inserted into its slot. I've moved heaven and earth and tried every conceivable fix to no avail. The issue now is when I do a scan, no issue is found. But I keep getting a pop-up from Dell Support Assist that a USB port is failing. And every time I confirm my info on the service ticket, the return message is they cannot submit a service ticket at this time. So, I'm in an endless and mindless loop of 1 Dell Support saying I 've no issue, another Dell Support saying I have a port issue, but no way to officially have that fixed. Windows 11 is the OS.
RoHe
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September 22nd, 2024 19:09
Always include exact PC model in your posts.
Exactly what does the SupportAssist popup say about the USB port?
Open Device Manager. Expand the list under USB, and look for an entry for the card reader. Assuming it's listed, is the latest version of the card reader driver installed? Without knowing your PC model, we can't look for the latest driver.
Open each USB entry in DM and if it has a Power Management tab, uncheck the box "Allow PC to turn off..."
Is anything marked in DM with an error icon, possibly a ! or ? and/or is any "unknown" device listed? If you see any "unknown", right-click and uninstall it. Then click Action>Scan for hardware changes.
Reboot when done and see if that helps...
(edited)
CCC13
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September 24th, 2024 00:17
Thanks, Ron, but I tried it all. Optiplex 7410 owned for a few months. 'USB port is failing' is the banner error mssg. Been in Device manager so many times, they're starting to charge rent. Checked portable devices, PCI card, storage drives, USB hubs, ad nauseum. No ! or ?. Removed and re-installed. Drivers updated, re-started. No partition allocated to SD card. Nothing. The error mssg from Dell Support Assist says "We ran into a problem" after a hardware scan. I click on "Fix the problem', it takes me to an info confirm screen, I click confirm, the return message says "We can't create a Service Request at this time". When I do a full scan, no errors found, but also no SD port found.
RoHe
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September 24th, 2024 00:38
Are these drivers installed?
Intel Chipset driver
Intel Management Engine Components driver
Realtek Memory Card Reader driver
The Realtek Card Reader is likely embedded on the motherboard. So if it failed, they'd have to replace the board under warranty, if you've owned this PC for less than 1 year. So try starting a Service Request here.
CCC13
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September 24th, 2024 01:05
@RoHe Yes, to all three. The service request link is where I've tried to submit my request. It continues to request I try again later.
RoHe
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45.2K Posts
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September 24th, 2024 18:45
If the Realtek card reader driver could get installed, I wonder why you don't see it in Device Manager...
Does the support site correctly identify your PC?
I'll ping my Dell tech contacts....
(edited)
CCC13
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September 29th, 2024 19:36
Apologies, but I've been unable to return to this until today. I just ran a full system scan, and everything shows as 'Passed". FWIW, would like to add that when I check 'Events" of the Card Reader (in Device Manager), three most recent entries with the same timestamp show (configured, configured, not started{RTSPER}. The previous three timestamps roughly 24 hrs earlier, showed (configured, configured, started). Will update if I get the "USB is failing" mssg, but the desktop still does not recognize an SD card inserted into the slot. I've tried both 64 & 128 GB cards.
RoHe
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45.2K Posts
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September 29th, 2024 20:14
I'd contact Dell Tech Support, again.
It's possible the reader failed and you may need a new motherboard.