USB ports still dead after doing linked tutorial & driver updates  

Hi AdgeTimick,
Good stuff & findings! SupportAssist is good enough & don't require updation urgently.
Insert devices into one USB 2 & one USB 3 port & Get me three reports.
1) Download 'Speccy Portable' : Speccy - Portable
Extract the zip file to a folder & run 'Speccy64.exe'.
In the Speccy window, click 'File' from the menu bar & click 'Save as text file' from the drop down menu.
Share that file.
2) Download 'Autoruns' (portable) : https://download.sysinternals.com/files/Autoruns.zip
Extract the zip file to a folder, right click 'Autoruns64.exe' & select 'Run as administrator'from the context menu.
( This is very important, select 'Run as administrator' from the context menu! )
Then click 'File' from the top menu bar & select 'Save'.
( The saved file is with '.arn' extension. The extension is not supported for upload at SevenForums. So,
you have to upload the file at a cloud service & share the link. OneDrive & Google Drive web interface does not
need any installation & allow free data limit of 10-15 Gb per Signup/account )
3. Download DriverView zip here : driverview-x64.zip - Google Drive
Extract the zip to a folder & run 'DriverList.cmd'. It will create Driver.txt file which will allow me to look into loaded drivers. Share that file.

Let me know.

( Running very busy but will try to answer daily or alternate days )

Thanks & Regards. ...

Hi AdgeTimick,

1) There are several problems in your system! I am still analyzing the things to make a road map. The stuff is really big. Also I want to warn you to not try to install/uninstall programs,etc & wait for the next instructions.

2) You have two USB 3.0 ports. The official Support Page for your product, advises not to use those USB 3.0 ports simultaneously i.e. use them only one at a time. I understand it's a hard blow but it's true!
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3) I have seen that you made some changes in BIOS. I warn you never to change BIOS settings if its not sure. BIOS corruptions & old settings is another thing that renders USB & other devices unusable. The default BIOS settings serves good enough unless you make some big changes on your machine. Therefore, I want to make ''Reset BIOS to factory defaults''.
So,
(a) Close all the runing programs/windows.
(b) Then Eject & Unplug/take out all the external devices & media : CD/DVDs, Pendrives, External Hard disk, USB Mouse, USB Keyboards, other External USB devices, External Audio & Video devices,etc.
(c) Restart the computer & enter the BIOS Setup ( pressing F2 continuously )
(d) In the BIOS screen, click something like 'Load Defaults'.
(e) Save the changes & exit the BIOS Setup.

4. Just observe the ordinary things, USB 2 & USB 3 ports functionality, Device Manager, etc. & report. Its not a magic & may need some other things to be done/tested after.

Thanks & Regards. ...

Vineet,

1) What about updates to currently installed programs? I've had some Windows updates automatically installed since I did the last tests.

2) I rarely had two USB 3.0 devices plugged in at the same time, but I did do it occasionally. Seems kind of pointless to have two USB 3.0 ports but you're only allowed to use one at a time.

3) I have reset the BIOS settings to default. The USB 3.0 ports still aren't working.

Hi,

1. Set the windows update settings to 'Never check for updates' for now.

2. It seems pointless to have two USB 3.0 ports as of now, but not the time when they planned the device & provided it to you!
Now, the only benefit seems when one of them dies & the other one is still working. I have seen such cases so, its very vital to check both of them individually for faults.

3. Now, we will be doing 'Hard Reset' or say 'Power Reset' & then check whether the USB 3.0 ports start working. Be clear it has nothing to do with 'Factory Reset'.
I have seen things working after it. In some cases, I have seen devices working for some time, then again a reset & again working for some time. We would observe it later if applicable.
Power Reset can be done easily & calmly. You can take time in between but understand & follow the serial, that's very important.

So,
Power Reset :

(a) Close all the windows/apps, Eject & unplug/take out all the external media & devices, then make a complete 'Shut Down' ( Full Shut Down not a Sleep, Hibernation or Hybrid Sleep! )
(b) Then switch off the main supply button & take the AC adapter plug out of it.
(c) Then disconnect the AC adapter from laptop as well.
(d) Now take the battery out of the laptop battery chamber at the back & keep the laptop back in the operating position.
(e) Now keep pressing the 'power' button on laptop continuously for about 1.5 minutes ( 90 seconds ) , releasing it in the middle after every 15-20 seconds, to make sure that the button is pressed continuously & properly.
(f) After 90 seconds, Release the Power button. Power Reset is almost done.

Now put the battery back in the pc chamber, connect the AC adapter to laptop & main supply AND switch on the main supply button.
Now start/boot the pc & check the USB ports.

( The Feel : The 'Power Reset' objective is to deny all the power supplies/sources to the pc. Then try to start the pc & emptying out any hint of power from any component of the pc. The serial of the process is very important. )

Let me know.

Thanks & Regards. ...

1) Turned off Windows Update.

2) I understand.

3) Did the Hard Reset/Power Reset, and the USB 3.0 ports still don't work.

Thanks,
A.J.

Hi,
So,
Now again try to boot into Win 10 USB Installation media from USB 3.0 ports ,one by one. Check whether the Pen drive is detected/recognized well in/from USB 3.0 ports ? Whether you are able to boot into it ? (The procedure is quite same as told previously)

(Why again to check USB 3.0 ports out of the working OS/Installation ? Because we have changed 'BIOS settings' & made 'Power Reset'. The two things come into play even before we boot into an OS or Installation media.)

Let me know.

Thanks & Regards. ...

Hi,
Our next steps would be :
Access Denied

1. Run a hardware diagnostic test >
Running Dell Pre-boot System Assessment or enhanced Pre-boot System Assessment (Dell PSA or ePSA)
( I am interested what the diagnostics say all about it , whether it gives any error codes & messages )

2. If the above assessments do well, then it's a hardware problem that spans from dust to physical damages & on!
So, Next step would be to :
Clean & Check USB ports for physical damage.

( We have already done everything to make sure that it's not a software problem with USB 3.0 ports while it's a problem with USB 2.0 port if it is not working all well under the current installation )

Regards.

Hi,

1) The Dell PSA says all tests passed. No error codes or additional messages.

2) USB 3.0 ports look neither damaged nor, but I will clean today with a Q-Tip and Isopropyl Alcohol today.. one thing I did notice while opening my laptop today is that the case/body makes a snapping noise right above where the two USB 3.0 ports are located. Should I open the laptop and see if anything is broken internally?

3) I hibernated my laptop last night and powered on my computer this morning to a BSOD screen that said my BIOS is not ACPI compliant. I have seen this screen once or twice before, but it only happens intermittently.

I did read that this sometimes happens when you're doing an install of Windows, which I was not doing. See here for more information from Microsoft. Could a corrupt BIOS be what's causing the USB 3.0 problem?