How to Troubleshoot a USB Port When it is Not Working

USB performance issues may occur if there is any type of damage that is caused to the USB cable or the USB ports on the computer. You may experience symptoms such as USB device stops working, works intermittently, or the USB cable wiggles when you plug it in to the computer.

USB cables and ports are exposed to elements that may cause a build-up of dust or even physical damage. If you notice that the port or connector has dust or other contaminants, use a can of compressed air to clean the ports and connectors.

If you notice a physical damage, contact Dell Technical Support to learn more about repair options that are available in your region. If there is no damage, go to the next step.

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Sometimes, outdated or incorrect BIOS or UEFI settings cause USB issues. It is recommended that you reset the BIOS or UEFI to factory defaults.

To access the BIOS or UEFI, also called System Setup on your Dell computer:

1. Restart the computer.
2. At the Dell logo screen, tap the F2 key several times to enter the BIOS or System Setup.
3. In the BIOS or UEFI screen, click Load Defaults or press the F9 key on the keyboard to reset the BIOS to factory defaults.
   NOTE: Instructions to reset the BIOS or UEFI to default settings on your Dell computer may vary, see the documentation of your Dell computer for more information.

If the issue persists, go to the next step.

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Running a hardware diagnostic test can help you identify hardware-related problems and provide you with troubleshooting steps to help resolve the issue. To determine if your Dell computer is experiencing a hardware problem, it is recommended that you first run a hardware diagnostic test. Dell offers both integrated and online diagnostics.

Running a hardware diagnostic test using Dell SupportAssist

If the computer can boot into Windows and has an active Internet connection, run a USB test on the Dell computer using Dell SupportAssist.

Running Dell SupportAssist Pre-boot System Assessment or enhanced Pre-boot System Assessment (Dell PSA or ePSA)

1. Restart the computer.
2. When the Dell logo appears, press the F12 key to enter the One-time Boot Menu.
3. Use the arrow keys to select Diagnostics and press the Enter key.
4. Follow the on-screen prompts and respond appropriately to complete the diagnostics.
   1. If the test passes, go to the next step.
   2. If the test fails, ensure to write down the error code and validation code, and contact Dell Technical Support.

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To verify if the USB device is faulty, unplug the USB device from the computer and plug it into another computer. If the device is not detected and is not working on another known-good computer too, the USB device is faulty. Contact the device manufacturer to check the warranty status and find out repair options for the USB device.

If the USB device is working correctly on another computer, go to the next step.

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Windows Device Manager can help you identify and troubleshoot any device driver-related issues with the USB device.

To view the USB devices in Windows Device Manager:

1. Press the Windows + R key on the keyboard.
2. Type devmgmt.msc in the run dialog box and press the Enter key.
3. Expand the Universal Serial Bus controllers section.

Symbol	Description	Troubleshooting steps
	A black down-arrow on a white field on a device resource in Device Manager indicates that the device has been disabled. This does not indicate that there is a problem with the device.	To enable the device, right-click the device and select Enable.
	A black exclamation point (!) on a yellow field indicates that the device is in a problem state. A device that is in a problem state can be functioning.	Plug the device into another USB port. Remove any USB hubs and connect the device to a USB port on the computer. Disconnect the device from the computer. Right-click the device, and select Uninstall. Check the box next to Delete the driver software for this device (if it is shown). Click OK and restart the computer. If the device came with a CD/DVD with the USB drive, install the device driver before connecting the device to the computer.
	A red X indicates a disabled device. A disabled device is a device that is physically present in the personal computer and is consuming resources, but does not have a protected-mode driver loaded.	Plug the device into another USB port. Remove any USB hubs and connect the device to a USB port on the computer. Disconnect the device from the computer. Right-click the device, and select Uninstall. Check the box next to Delete the driver software for this device (if it is shown). Click OK and restart the computer. If the device came with a CD/DVD with the USB drive, install the device driver before connecting the device to the computer.
	A device with a yellow (?) with an exclamation point (!) under Other devices or sometimes also listed as Unknown device indicates that the device or its drivers are not available or installed.	Remove any USB hubs and connect the device to a USB port on the computer. Disconnect the device from the computer. If the device came with a CD or DVD, install the drivers from the CD or DVD before connecting the device to the computer.

If the issue persists, go to the next step.

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Microsoft Windows includes various troubleshooters that are designed to quickly diagnose and automatically resolve many personal computer problems. Although Windows Troubleshooter cannot fix hardware problems, they are a great place to start if you encounter a problem with the computer. Windows Troubleshooters are built into the Control Panel in Windows 11, Windows 10, or Windows 8 or 8.1.

How to run the Windows hardware troubleshooter in Windows 11?

1. Press the Windows + X keys and then select Terminal (Admin).
2. Type msdt.exe -id DeviceDiagnostic into the PowerShell window and then press Enter.
3. This launches the Hardware and Devices Troubleshooter dialog box. Click Next and follow the on-screen instructions to complete the troubleshooting process.

How to run the Windows hardware troubleshooter in Microsoft Windows 10?

1. Right-click Start, and then select Control Panel.
2. Under System and Security, click Find and fix problems.
3. Click Hardware and Sound and then click Hardware and Devices.
4. Click Next and follow the on-screen instructions to complete the troubleshooting process.

How to run the Windows hardware troubleshooter in Microsoft Windows 8 or 8.1?

1. Right-click Start, and then select Control Panel.
2. Under System and Security, click Find and fix problems.
3. Click Hardware and Sound and then click Hardware and Devices.
4. Click Next and follow the on-screen instructions to complete the troubleshooting process.

If the issue persists, go to the next step.

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Windows updates can support your Windows operating system in many ways. Windows updates can solve specific problems, provide protection from malicious attacks, or even add new features to the operating system.

How to install Windows Updates on Microsoft Windows 10 and Windows 8 or 8.1?

1. Right-click Start and click Settings.
2. In the Settings panel, click Update & Security.
3. In the left panel, select Windows Update.
4. On the right panel, click Check for updates.
5. Restart the computer after downloading and installing the updates.

If the issue persists, go to the next step.

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If the problem persists, uninstalling the USB Host Controller and USB Root Hubs force the computer to reinstall the USB root hub during restart.

1. Disconnect the USB devices that are connected to the computer, except the USB keyboard & mouse before proceeding to the next step.
2. Press the Windows + R key on the keyboard.
3. Type devmgmt.msc in the run dialog box and press Enter key.
4. In the Windows Device Manager window, expand the Universal Serial Bus Controllers section.
5. Right-click the USB Host Controller and select Uninstall.
6. Click OK to confirm and uninstall the USB Host Controller.
7. Repeat steps 5 and 6 to uninstall the remaining USB Host Controllers.
   NOTE: If the USB keyboard and mouse are not responding, manually force a restart and repeat steps 5 and 6. To force a shutdown, press and hold the power button for 20 seconds.
8. Restart the computer.

To refresh the USB root hub on the computer:

1. Disconnect the USB devices that are connected to the computer, except the USB keyboard & mouse before proceeding to the next step.
2. Press the Windows + R key on the keyboard.
3. Type devmgmt.msc in the run dialog box and press Enter key.
4. In the Windows Device Manager window, expand the Universal Serial Bus Controllers section.
5. Right-click the first USB Root Hub and select Uninstall.
6. Click OK to confirm and uninstall the USB Root Hub.
7. Repeat steps 5 and 6 to uninstall the remaining USB Root Hubs.
   NOTE: If the USB keyboard and mouse are not responding, manually force a restart and repeat steps 5 and 6. To force a shutdown, press and hold the power button for 20 seconds.
8. Restart the computer.

If the issue persists, go to the next step.

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Windows Safe Mode allows us to identify if the issue is related to the operating system, device drivers, or a third-party software. To learn more about how to boot your Dell computer into Safe Mode, see the Dell knowledge-base article below based on the operating system that is installed on the computer:

• Microsoft Windows 10

After the computer is booted into the Safe Mode, refresh the USB Root Hubs and USB Host Controllers.

If the issue persists, go to the next step.

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System Restore is an integrated Windows tool that is designed to protect and repair the operating system. When something goes wrong with the computer, System Restore must be used before restoring the computer to factory defaults or reinstalling the operating system.

Select the operating system that is installed on the computer to find more information about how to perform System Restore:

• Microsoft Windows 10
• Microsoft Windows 8 or 8.1

If the issue persists, go to the next step.

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If the diagnostic tests on the USB ports passed, it is most definitely an issue that is related to software installed on the computer. If the above troubleshooting steps did not resolve the issue, you can try to restore the computer to factory defaults as a last resort.

Dell computers are built with a small amount of hard disk space that is reserved for reinstalling your operating system. This method is the easiest way to restore the computer to factory condition. The restoration process deletes all user data from the computer, so be sure to back up all your files prior to starting this process.

Select the Operating System installed on the computer to find more information about how to restore the computer to factory defaults:

• Microsoft Windows 10

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