USB ports still dead after doing linked tutorial & driver updates

[Vineet Garg]

Hi Vineet,

I'm about to start doing file transfers to the external HDD, but I wanted to ask one thing first. What do you mean by "Any problems with snaps?"? Did I miss something in the instructions? I'm just not sure what you mean by the word "snaps" here. I initially thought you meant using the screenshot/snipping tool to take a "snapshot" of my screen, but now I'm not sure. Please let me know when you have a chance. Thank you.

The all I said was : wherever you have any doubts/erros/problems using CD Boot Media, get me the snaps with the description.

 

[AdgeTimick]

Vineet,

Ran into a few problems when copying files from my internal HDD to my external HDD. Some files required administrator permission to be copied (which is strange because I am an administrator on my laptop), so the copying of those files failed. I'll upload a snapshot shortly showing the exact message. I have run into a similar problem before with having to change user permissions on files to copy or delete them, but in other situations.

Also, the CD took about 5 minutes to boot into. Is that common?

Thanks.

EDIT 1: I am unable to find the screenshot I took now that I have booted back into Windows 7 normally. I will try to replicate the problem and save a new screenshot.

EDIT 2: I also ran into some problems copying files with longer filenames while using the Windows boot CD media. I usually get around this issue by using the "xcopy" command in Command Prompt, since I know Windows restricts the length of filename paths to a certain number of characters. Is using xcopy okay for copying over to my external USB drive when I boot into the Windows CD media?

EDIT 3: Noticed that I have 322 temp files in my iTunes music folder that are taking up roughly 65GB on my hard drive. They are called "iT ###.tmp", with the ### representing 1 through 321, and the 322 file has no number. I have no idea what these files are, but I'm going to do a little research to see if they're necessary. Are you familiar with what these files might be?

 

[Vineet Garg]

Hi,

1. Some files required administrator permission to be copied (which is strange because I am an administrator on my laptop)
I see that problem is because while using CD boot media, you are not logged in that administrator account. That is only why we had to navigate to C:\Users\xyz.
When booted into the CD, just see that Desktop & compare it with C:\Users\xyz\desktop & you should be able to understand.
The one way may be : When you are booted into CD, try to login into that particular administrator a/c if possible!
The other way may be to boot into the normal win 7, make a folder directly in the C:\ & transfer all those files to that folder. Then boot into the CD & simply copy those files from that folder & transfer to the external hard disk.
I always suggested to copy & transfer the files of your personal interest only & not the system files.

2. Also, the CD took about 5 minutes to boot into
It does not sound very good but can't say. I don't have a working CD/DVD drive. If it works well after boot, its done.

3. Where you saved the snap shot, that matters. Put it to the C:\
( This question again refers to the point 1. above! )

4. I also ran into some problems copying files with longer filenames while using the Windows boot CD media. I usually get around this issue by using the "xcopy" command in Command Prompt, since I know Windows restricts the length of filename paths to a certain number of characters. Is using xcopy okay for copying over to my external USB drive when I boot into the Windows CD media?
That's a good input for me. Copy some files without deleting & get your truth.
Everybody has to keep on experimenting.

5. Good job done. You are growing. Temporary files are put by apps/OS to keep raw things ready to be used while doing something. Normally, It is safe to delete temporary files older than 24 hours. Delete all of them.

Your this input makes me feel that you should use cCleaner as well . it should come handy. I would guide you about that. It has to be run from normal win 7 boot.
(a) Download this portable cCleaner :
ccsetup550.zip - Google Drive
(b) Extract it to a folder
(c) Launch CCleaner64.exe
(d) It opens Cleaner section. Click Analyze, analise the results & Click Run Cleaner when you are sure that you want to remove all that!

At this level I would like you to explore only Cleaner section. Explore the selected & unselected items on left & make your own selections with this tutorial : CCleaner.com - Cleaning Your PC
Don't make any changes in the settings, Just explore the 'Cleaner' section & focus only on deciding on left pane what item you would like to tick or untick to scan & remove.

(e) The other section to explore would be Tools > Disk Analizer. Make different selections to understand what is taking space on your C:

Never use any registry editors/cleaners & so called pc optimizers whether paid or unpaid!

EDIT : (A) I forgot to mention that eject CD from the CD/DVD drive when not in use. Every time you want to boot into it insert it from within normal windows 7, restart & boot into it.
(B) I am looking for a linux rescue media that will not go into the 'administrator' thing & would just explore internal hard disk as a disk only.
(C) That rescue media will also have a File Manager who would not care for long file names & just copy them.

Keep on experimenting safely! Are you easy ?

Let us know.

Thanks & Regards. ...

 

[Vineet Garg]

Hi,
We would try out Lucid Puppy Linux CD boot media. Its a small Linux OS. It seems it can change file permissions as well if needed. I think it will solve all the problems.

Notes :
(A) It looks sluggish at times. I assume it does more things in back ground. Let it always settle down before going into next steps.
(B) It takes some time to boot into it & Shut Down as well.
(C) Everything there works in a single click instead of double clicks as in Windows OS.
(D) You would mostly need to take care of size to recognize any Disk/Partition.
(E) Before transferring all the files, first test it out on/for some files

1.Download Link : http://distro.ibiblio.org/pub/linux/distributions/puppylinux/puppy-5.2.8/lupu-528.005.iso
SHA-1 : ee4a04ea96fc0f4c014b2a6a91d0dd6e17524683
Size: around 135 mb
2.Burn to a CD with CDBurnerXP .
3.Just boot into the media & let it stabilize with external disk already connected to USB 2.0 port.
4.It automatically gives a little & then a big window to configure personal settings. We need not do there anything. Just close the window.
5.Now we would navigate & launch 'Pmount' : 'Menu' in the left bottom > Filesystem > Pmount mount/unmount drives.
6. Recognize & select partitions to mount by looking at there sizes.
Internal drive partitions will be listed under 'drive' & external hard disk under 'USB drive'

Don't mount the CD we are booting from!

Only mount C: partition ( 680 GB ) from/on the Internal drive. Don't touch the other partitions from internal disk!

7. Once the selected partitions mounted, they will show over 'Menu' with green indicator/lights.
8. Open the required mounted partitions by single click & let the window load the items every time.
9. You would probably find most of the files in 'C:\Users\..'
10. You can copy, drag & drop,etc. from one window to other.
11. Once files were transferred. Close all the windows, unmount all the Partitions/Drives & select ''Menu > Shut Down > Power Off PC''

Let us know.

Thanks & Regards. ...

 

[AdgeTimick]

some space freed up

Hi Vineet,

So far, I have only used the Windows 7 boot CD and xcopy via the Command Prompt, which seems to work pretty well in copying everything without many of the previously mentioned issues. I did notice that a maybe five out of 113,858 files that I copied from one folder source on the internal HDD were not copied over to the external drive, but there's no way I'll figure out which five files those were.

The Lucid Puppy Linux boot media sounds a little slow and possibly confusing since I have never used Linux before, so I've yet to try it. I have so far freed up 185 GB of the 683 GB available on my internal HDD, which is about 27%. I'll keep looking for files and directories to delete to try to get closer to that 40% number, but I'm a little hesitant to delete what is taking up the majority of the space, which is photographs and music backups. Please let me know if we can proceed as is or if you need me to continue making space on the internal HDD.

Thank you.

 

[Vineet Garg]

Hi AdgeTimick,
Sorry for the delay.
Good Job done, that space is good enough!
But....
1. Apart from making space on the drive, I also wanted that you copy all your personal interest files to the external hard disk, in case you lose them on internal hard disk. Personal interest files normally include : Photos, Images, Videos, Downloads, Documents,etc. You will always know what they are & how to use them. It won't be needed to know how to use them.
It seems you are copying just each & everything, that was not on my mind. It seems you are copying system files as well but, that are not personal interest files, they are of system interest, needed by the system to run the system properly.
your system is corrupted & it does not make any sense to copy those files. Even if you have copied system files, you can't use them as they are not usable for many reasons. If you try to use them again after troubleshooting, you may corrupt the OS & end badly again.
There is one more fear that in the effort to free some space, if you delete some essential files needed by the system, your system may turn totally unusable. I want to run some diagnostics before finally making a system image restore.
2. Yes, as said above, I am intending to restore a system image , made by you, prior to the USB ports problem.
You have never made a separate partition for your files on the internal hard disk & all your data rests on the C: which is system crucial. To be very clear : all the three partitions you have on your internal hard disk are system crucial.
It does not make sense nor advisable to make a non system crucial partition & shift all your personal interest files to it as of now. don't try that!
What a system image is ? A system image is different than a normal backup. A system image is an exact copy of all the system crucial partitions. So, In your case, the system image restore will change everything on your internal hard disk to the date when you made the system image. It won't care whether they are system files, installation files or the files of your personal interest! It will change everything on the internal hard disk to the date it was made on. So, please copy all your personal interest files to the external hard disk. You would lose everything to the state on the date.
It doesn't make any sense to copy system files at all because we are going to sacrifice those corrupted files & actually changing them with the healthy ones. That is why you will be back with the things working again. If you try to use these system files, you may revert back to the present corrupted status.

Have you copied all your personal interest files to the external hard disk ? Any confusions, doubts,queries ? Is that all clear ? can we move ahead ?

(Actually, I am expecting some queries!)

Let me know.

Thanks & Regards. ...

 

[AdgeTimick]

I have copied all my personal interest files to the external hard drive. The only system files I may have copied to the external drive were done di inadvertently when copying from within the User folder, but I know not to reuse those. I did not copy anything from the Program Files folders, the System folders, or the Windows folders. Anything I have deleted to this point was a personal file or temp files (like the many iTunes temp files I mentioned). The only confusion I had was that I didn't realize we were going to be doing the system image restore as the primary method of repairing the corrupted system, but I am okay with that. Please let me know which diagnostics you would like me to run and how to perform them. Thank you as always for your assistance.

 

[Vineet Garg]

Hi,
Sir,
I was expecting some echo from your side & I got it well in time! Actually, there are many things to do before System Image Restore. That would be the method if everything else fails to repair the corruption.

1. Apart from USB ports, everything is doing well ?

2. Preparation for Diagnostics :
(a) Before doing any diagnostics, place your laptop on a hard, smooth & flat surface. Not place it in/on lap,bed,cloth,cushion,etc.
(b) Better if you place it parallel to a working pc which is connected to the internet. That way you can google if you are not able to understand something in the middle. You won't need to abort the things in the middle.
(c) Close all the apps/windows. Then exclusively run diagnostics & follow the Onscreen instructions carefully.
(d) Don't do diagnostics one after other & give your system rest in the middle.
(e) Diagnostics will/may give you report, suggestions & steps. Proceed only if you understand. If you don't understand something, just stop the things properly. There is never an alarming situation & always options are there to come back or stop the process.
(f) Additionally, be ready with the paper & pen. I can't use this diagnostics on my pc & I solely depend on you for the information.

3. Diagnostics :
(a) If your Laptop came pre installed by dell , there would be some dell utilities installed already. Those will be having some diagnostics tools. Use them before anything else.
(b) Your laptop's exact model name is ' Dell Inspiron 15R N5110', isn't it ? If yes, then use this official diagnostics support page for your system.
Access Denied

4. What I expect :
(a) Run 'Quick Test :10 minutes' : Follow the onscreen instructions.
After finishing that, check whether the things changed. Give it some rest & again check.
Then make a Restart. When the things are settled, again check whether the things are changed.
(d) After some rest, Run 'Full Test : 40 minutes' & check the things again.
(e) After deep rest, I expect you to run 'Custom Component Test'.
Under 'Custom Component Test', Click 'Select individual components',select 'USB ports' & then 'Run Your Test'

Let us see!

(((( Extras :
1. You would have known that the size of the system image would be just as big as the occupied
space on system crucial partitions.
2. After observing the above tests & results, we would do 'Preboot Diagnostics' listed on the same support page, under 'Additional resouces'!! )))

Thanks & Regards. ...

 

[AdgeTimick]

Hi, Vineet.

I actually tried Dell Support Assist before I ever came to SevenForums, and I couldn't get it to update or work properly. My current version is 2.0.6875.668, and it is supposedly updating itself regularly, but when I try to download and install version 2.2.6992.111, nothing happens. Also, when I went to the link you sent me and tried to run Support Assist via the browser, it asks me to download Support Assist Installer. When I do that and double-click on the downloaded .exe file, nothing happens no matter how long I wait. Windows Task Manager shows SupportAssistInstaller.exe is running, but nothing ever pops up or completes.


So, I went ahead and opened Dell SupportAssist directly from my Start Menu and ran a 10 minute Quick Scan which does Software Scans (Performance, Audio, Battery, Display, Networking, Touchpad, & Webcam) and Hardware Scans (Memory - System Memory; DVD-RW Drive; and Hard Drive). It completes the DVD-RW test and says "Passed", while all the Software Scans say "Queued", and Memory and Hard Drive tests say "Running". After about five minutes in it gets stuck on "SMART Short Self Test". I have let it run to the 20 minute point when finally a message pops up that looks like this:

I let it keep running and at about 21 minutes it says the Memory Scan has "Passed" and the "Advanced Pattern Test" begins. The test finally completes at 22 minutes, 44 seconds with the following:

If you would like, I can upload the full .txt file I saved of the Quick Test results. Please let me know.

Note: I have run the extended hardware scan from Support Assist before as well, and the only hardware it thinks isn't working are these 6 Bluetooth Peripheral device entries that have popped up in my Device Manager since I got my computer but for which Windows is never able to install drivers. So there they sit, doing nothing and not working, while Support Assist and Device Manager don't even recognize the missing USB 3.0 controller or drivers.


--WILL RETURN SOON AND POST UPDATED RESULTS FROM SUPPORT ASSIST TO INCLUDE THE FULL TEST AND CUSTOM COMPONENT TESTS--

 

[AdgeTimick]

Extended Test results:


I am unable to perform the USB component test as I still cannot get the Dell Support Assist program to run from any browser / cannot get any browser to recognize that Support Assist is already installed on my laptop. I have seen fixes described that say to uninstall Support Assist and then reinstall it, but there is a calendar of all my system changes, crashes, updates, etc. within Support Assist that I am worried I will lose if I uninstall Support Assist. I don't want to lose that information just yet. I know I will eventually lose it if I have to do the System Image restore, but there has to be a way to back up that Support Assist information, so I am going to contact Dell to see if they can help with that. One thing I noticed when looking at my System History in Support Assist was that one hardware device is removed and added over and over: a PCI Bridge. The specifics are listed as "Intel(R) 6 Series/C200 Series Chipset Family PCI Express Root Hub 5 - 1C18".


I don't know if this is supposed to occur (this particular PCI Bridge being added then removed then added then removed, but I think it could have something to do with my USB 3.0 problem.

EDIT: Apologies, but I forgot to add that the USB 3.0 ports still don't work after running these diagnostic tests. USB 2.0 is working with my Logitech mouse using a unifying receiver.

 

[Vineet Garg]

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. ...

 

[AdgeTimick]

test results

Hi Vineet,

Thanks for getting back to me. The tests have been run as requested with a Logitech unifying receiver in USB 2.0 port and an Edimax Wireless AC adapter in a USB 3.0 port. Please see below:

1) Speccy was run as an Administrator. Speccy results added as ".txt" attachment
2) Autoruns was run as an Administrator. Autoruns results file link here (via GoogleDrive)
3) DriverList.cmd was not run as an Administrator. Should it have been? DriverList results added as ".txt" attachment

I understand you are extremely busy, so I'll just keep an eye out for an email about your next post. If you don't hear back from me within a day after your next post, feel free to post again.

 

[Vineet Garg]

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!
Access Denied

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. ...

 

[AdgeTimick]

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.

 

[Vineet Garg]

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. ...

 

[AdgeTimick]

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.

 

[Vineet Garg]

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. ...

 

[AdgeTimick]

Hi Vineet,

Cannot boot into USB media from either USB 3.0 port. In fact, neither USB 3.0 port even recognizes the USB media drive as being connected.

 

[Vineet Garg]

Hi,
Our next steps would be :
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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.

 

[AdgeTimick]

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?