Unsolved
This post is more than 5 years old
7 Posts
0
4184
Aurora R5, USB ports will not recognize keyboard
Edit 2/12/2019: I thought I had an Aurora R7 when I actually have an Aurora R5. I've edited the title to correct this.
I've been having this problem for a while. Every time I install a Windows 10 update, one or more of my USB ports will stop recognizing my keyboards and storage devices. Those same ports will still recognize my wireless mouse, wired mouse, microphone, and steam controller.
In Device Manager, the keyboard shows up as "Unknown USB Device (Device Descriptor Request Failed)" before going away and coming back every few seconds. The Device status gives me two different statuses. When it shows on the Device Manager, the status is:
"Windows has stopped this device because it has reported problems. (Code 43)"
and when it goes away the status is:
"Currently, this hardware device is not connected to the computer. (Code 45)
To fix this problem, reconnect this hardware device to the computer."
I've tried turning the computer off and on again, unplugging the USB cords and plugging them back in, using troubleshooter, updating drivers, reinstalling drivers, uninstalling drivers, uninstalling Windows 10 updates, turning off fast startup, changing power settings, and a few others that I can't even remember. The only "solution" that I've come to is using a USB port that will recognize my keyboards. However, with every update I am running out of usable ports and fear that I won't be able to use a keyboard at all if I can't solve this.
I noticed while trying to fix this problem that I don't seem to have a "Generic USB Hub" in my Device Manager. I do have a "USB Root Hub (USB 3.0)" and an "ASMedia USB Root Hub" but no others. I tried clicking "Scan for hardware changes" but that didn't seem to make a Generic USB Hub appear. I don't even know if I need the Generic USB Hub or if it was made irrelevant after an update. I tried looking up if there's a way to manually install it, but at this point I am burned out trying to solve this problem by myself.
Does anyone know what is wrong with my computer? Am I even posting this in the right place? Please help.
Alienware - Rodrigo
7 Technologist
7 Technologist
•
4.4K Posts
0
November 29th, 2018 21:00
Hi,
Just to confirm, this issue only occurs with your keyboard right? Have you tested the same keyboard on another computer? Please confirm which Bios version you are running with the system? You can check this by opening "MSinfo32" in the Windows search bar.
mp_108
175 Posts
0
December 2nd, 2018 04:00
. Is it just the keyboard that the computer has a problem with as you do mention storage devices. When a USB device appears and dispears repeatedly, then the device or cable is at fault, in my experience
shifobrains
7 Posts
0
December 6th, 2018 07:00
So far, it's occurred with my keyboards (I tried 3 different ones), my ipod, and my tablet. I have confirmed that all of these devices work with other computers.
The Bios version is 1.0.18, SMBios version is 2.8, and Bios Mode is UEFI.
shifobrains
7 Posts
0
January 3rd, 2019 12:00
Bump
shifobrains
7 Posts
0
January 20th, 2019 06:00
When I shut down the computer last night, I lost another usb port I could use. I'm down to my last one. Please help.
shifobrains
7 Posts
0
February 11th, 2019 21:00
Bump
amstel78
2 Intern
2 Intern
•
402 Posts
0
February 12th, 2019 08:00
Are you sure about that UEFI BIOS version? The latest R7 BIOS is 1.0.17.
Can you boot into ePSA by hitting F12 during the initial boot sequence and running diagnostics? Also, boot into safe mode in Windows and see if your USB ports are functioning or still giving you problems.
shifobrains
7 Posts
0
February 12th, 2019 16:00
Thank you for pointing that out. I checked again and I actually have an Aurora R5. I'm dumb and have edited the first post.
I ran diagnostics and it claimed that there are no problems. Even double checked USB ports specifically and it found no errors.
When I ran in safe mode, things started working again. Sort of. I systematically went through with two keyboards, two mice, and my steam controller, and plugged them each into every USB port I have. I received mixed results.
One of my mice (Logitech G700s) worked with all but one USB port (in both wired and wireless mode), but some of the ports made the mouse laggy. The other mouse (Alienware mouse that came with the Aurora R5) worked with most, but not all, and some of the ones that did work was also laggy. For the keyboards (DBPOWER three colors backlit keyboard for gaming and the Alienware keyboard that came with the Aurora R5), both worked with half of the USB ports but not for others. Lastly, my Steam Controller worked about the same as the Alienware mouse, laggy with the same ports.
Something interesting to note: the DBPOWER keyboard lights up when it has power, and most of the USB ports at least made it light up. One of the USB ports made the LED lights flash off and on repeatedly, another flashed on for a moment before turning back off (though sometimes I could get it to stay on and keep working), and a third one didn't power it at all (I'm not entirely sure that it's a USB port, but the USB fits into it). That seems to suggest that some of the USB ports might be malfunctioning. Hey, progress!
Anyway, after switching the computer back to normal mode, all of the USB ports work the same as they did in safe mode, with the same malfunctions. I am no longer receiving constant "Unknown USB Device (Device Descriptor Request Failed)" messages. Maybe an update fixed the problem since I last checked it, or maybe putting it in safe mode reset whatever was causing that. Regardless, thank you all for the suggestions.
I'm not a computer expert (clearly). Does anyone know why I was getting those error messages before? Is there any way to fix my malfunctioning USB ports without having to send it to get repaired? Is there any other problem from what I've said that I'm missing? Thank you all again.
amstel78
2 Intern
2 Intern
•
402 Posts
1
February 14th, 2019 03:00
If the ports started working in safe mode, that's usually indicative of some sort of driver conflict. The fact that not all of them worked however leads me to think that it could be a combination of both software and hardware issues.
If I were you, I would use Macrium Reflect to create a system image of my current Windows drive. I would then format the boot drive and start with a clean install of Windows. Or if your recovery partition is still present, do a factory restore. Both should give you a clean Windows install or something similar to what you would have received when the computer was new and first taken out of the box.
If all of your USB ports are functioning fine after that, then it's a good chance something got installed that caused issues with your USB ports. If they're still not working correctly, then I'd start looking at hardware. If the latter, the first course of action would be to reset the UEFI BIOS to defaults. If that doesn't help, then try updating the UEFI BIOS with the latest version. If nothing helps, then it's possible that your motherboard has developed a hardware fault and your only recourse would be to replace it.
By the way, did you check to ensure the USB ports are clean and dust free? Sometimes crud can build up causing connectivity problems with attached devices.