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May 19th, 2022 12:00
Thunderbolt 3 port (USB-C) stopped working.
When the charger or a USB device is plugged into the Thunderbolt port on my XPS 15 it is not detected and when I plug them in to either of the USB ports I can charge my laptop or the device is USB device is found.
What I have done:
1) Watched the video "USB Devices Not Working Windows 10 DELL (Official Dell Tech Support)"
https://www.youtube.com/watch?v=yhqwkThfVh4
First problem encountered with the video there is no “General Settings” on the BIOS and the setting that they mentioned I couldn't find it seems like the video hasn't been updated.
2) The I went into “msconfig” and all services were running.
3) Checked update history:
May 10, 2022—KB5013942 (OS Builds 19042.1706, 19043.1706, and 19044.1706)
May 10, 2022-KB5013624 Cumulative Update for .NET Framework 3.5 and 4.8 for Windows 10, version 20H2, Windows Server, version 20H2, Windows 10 Version 21H1, and Windows 10 Version 21H2
4) F12 went into boot config and ran “Diagnostics” and no problems were found with the USBs.
5) Stumped! What else can I try or is the USB-C dead. This is a new laptop and I bought it in November.
Device: XPS 15 9500
Device name Laptop4
Processor Intel(R) Core(TM) i9-10885H CPU @ 2.40GHz 2.40 GHz
Installed RAM 32.0 GB (31.8 GB usable)
Device ID 99CA00B2-DD01-4A3C-AF2C-4E4DABB76B81
Product ID 00325-82231-35075-AAOEM
System type 64-bit operating system, x64-based processor
Pen and touch Touch support with 10 touch points
BIOS 1.14.0
Running:
Edition Windows 10 Home
Version 21H2
Installed on 11/2/2021
OS build 19044.1706
Experience Windows Feature Experience Pack 120.2212.4170.0
rem123456
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November 15th, 2022 05:00
Hello,
For those having some trouble getting this Thunderbolt port working after it stopped, here is a trick that worked for me. As mentioned above, previous/latest BIOS firmware, reinstalling thunderbolt drivers, Intel UHD, Nvidia USB-C, ... did not work but one thing worked was to hard resetting the power of the laptop:
Basically, drain any residual power left in the laptop.
- Turn off your laptop, unplug the power cable, unplug any USB-C.
- Press the power button for 15 - 20 seconds (My Laptop started when doing that).
- Reboot with the power. And the thunderbolt will come back to life.
https://www.dell.com/support/kbdoc/en-us/000139016/how-do-i-perform-a-hard-reset-on-dell-laptop-difference-between-a-restart-reset-and-a-hard-reset
DELL-Brad L
Community Manager
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2.7K Posts
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May 20th, 2022 11:00
Just a quick update on this, per Dell-Cares, testing the system in the BIOS with a USB device plugged in and then unplugged, seemed to get the port working correctly in Windows (after exiting the BIOS). The USB port is currently working in Windows now.
Please let us know if something changes or if the issue returns. And thanks again or working with us!
DrewbyDoo
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June 3rd, 2022 19:00
Dell-BradL, please elaborate “testing the system in the BIOS with a USB device plugged in and then unplugged, seemed to get the port working correctly in Windows (after exiting the BIOS).”
What are the steps to complete this? Do I test the system in the BIOS with the USB device plugged in and unplug the device… at a certain point during the test, after the test, before a subsequent test, etc.?
I am having similar issues with my XPS 9575 2-in-1, particularly with a Dell docking station (WD19TB). Another docking station (Wavlink model UG69DK1), a USB-C hub (QGeeM model M7VC01-1), and various USB-C devices work fine in any of the four USB-C ports (two of which are thunderbolt ports).
dp_smartd
1 Message
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October 13th, 2022 08:00
same problem !
What are the solution ?
Cowboy_Bravo
3 Posts
1
October 14th, 2022 02:00
For me I had to update my bios and drivers via Dell support website and then in bios turning off Dell USB c dock seems to fix my problem on XPS 9560. I also have all USB and thunderbolt options enabled in bios.
DrewbyDoo
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4 Posts
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October 18th, 2022 17:00
This did not work for me. I have tried this in every possible sequence and configuration in BIOS (3 different thunderbolt options and "always allow dell docks" option). This service request has now been open for 51 days, stemming from the original request that's 151 days old - still NOTHING from Dell.
rem123456
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November 13th, 2022 17:00
I have the exact same problem. My thunderbolt stopped working. I tried previous BIOS firmware version. I reinstalled thunderbolt drivers. I reinstalled tons of oldest/latest versions of Intel UHD and Nvidia (it does control USB c), and yet my docking station or my monitors don't work.
I tried also to run diagnosis for USB-C in the BIOS hoping it would "activate it" as mentioned above but nope ...
rem123456
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November 13th, 2022 19:00
@Dell-BradL Would you please elaborate? This solution isn't clear.
Not gonna pay 100$ to have the support asking me to run some checks that I have already run 1000 times and have this outsourced guy playing the clock (1h 100$ support) telling me that he would "Recommend" factory resetting the thing.
2500$ laptop. 1.5 year. old And you lost me as a customer here.
DELL-Brad L
Community Manager
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November 14th, 2022 21:00
@rem123456 I sent you a PM, please reply to me when you get a chance.
SillyZilly
1 Message
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February 7th, 2023 12:00
Wow.. I was on chat support for 4 hours and didn't get my issue resolved. I almost formatted my computer and then came across this. My steps:
I turned off computer. Unplugged both power and device that was plugged into the Thunderbolt port (I doubt I needed to unplug the power). I held the power button down for 15-20 seconds until the startup screen came on. Boom.... worked.
Not sure if this is important or not, but my laptop was unplugged overnight and ran out of power. This may have had something to do with it.
JIRL5
1 Message
0
March 9th, 2023 22:00
Hi,
this issue has been coming and going for me for months. Finally had the second Thunderbolt port on my Precision 3571 went down again this morning. This was coupled with a Bios power error as well (eh?). I suspected that the issue was due to connecting a powered USB-C hub to the port on power up. Tried all the usual stuff highlighted here and elsewhere.
At one point opened up the laptop to examine the USB port connections. Pff.
This solution worked :). Thanks for sharing
Ihor Ye
2 Posts
0
April 5th, 2023 15:00
I tried all recommendations from this topic, but my Dell precision 5560 is still failed with two type C ports left side and cant find any solution yet.
Tailslide1
6 Posts
0
April 15th, 2023 19:00
I tried every solution in this thread and none worked on my xps 9500. I also tried a fresh install of windows and restoring to a known working backup. I actually had a replacement laptop on order when I tried opening up the laptop and disconnecting the battery then held down the power button to drain the flea power. Hooked it all back up and it was good for another month. Now it's started again.. seems to be related to unplugging devices without ejecting them first.. puts the thunderbolt controller into some weird state.
I hate this laptop. Really miss being able to run windows bootcamp on the old macbook pros.
EDIT: Can confirm this fixes it.. just tried it again and my ports are back.
Tesla1856
8 Wizard
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17K Posts
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April 15th, 2023 21:00
1. Be sure that the BIOS/Firmware is up-to-date and that all the sub-component pieces got updated as well (the TB controllers have their own firmware).
2. Yeah, my old Mac-Mini still does but the M1/2 Macs are nice in other ways.
3. On these machines with non-removable batteries, they really need to have a proper " micro-controller reset button". I have Lenovos and Toshibas with them (secret pin-hole switch). But even then, they need to actually work (as those mentioned don't always either).
Anonymous
5 Practitioner
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274.2K Posts
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May 8th, 2023 02:00
I have fixed my problem by scanning for hardware changes.