[SOLVED] USB ports don't work on Windows 10 but they work fine on Linux Mint installation ?

[stan.b]

Before today I could access the computer using chrome remote desktop. Today that didn't work. Since keyboard and mouse dont work on the W10 Dell, how can I troubleshoot this issue?

Computer is a Dell XPS 8700, latest Windows 10. Since I can't access the computer, I don't have more information about the system. I have Windows 10 installed on one drive, Linux Mint 21.1 on a second drive, for which keyboard and mouse work perfectly.

When I was able to access the computer via Chrome Remote Desktop, I ran sfc.exe /scannow which found nothing wrong. Then ran Dism /Online /Cleanup-Image /RestoreHealth which didn't help. Also tried Driver Easy (I think it was), which updated a couple of things but no joy.

Windows 10 drive is bitlocker encrypted. Keyboard works to enter bitlocker password, but when windows boots to login screen, keyboard and mouse don't work.

Any suggestions would be appreciated.

Stan

 

[Cj-tech]

Before today I could access the computer using chrome remote desktop. Today that didn't work. Since keyboard and mouse dont work on the W10 Dell, how can I troubleshoot this issue?

Computer is a Dell XPS 8700, latest Windows 10. Since I can't access the computer, I don't have more information about the system. I have Windows 10 installed on one drive, Linux Mint 21.1 on a second drive, for which keyboard and mouse work perfectly.

When I was able to access the computer via Chrome Remote Desktop, I ran sfc.exe /scannow which found nothing wrong. Then ran Dism /Online /Cleanup-Image /RestoreHealth which didn't help. Also tried Driver Easy (I think it was), which updated a couple of things but no joy.

Windows 10 drive is bitlocker encrypted. Keyboard works to enter bitlocker password, but when windows boots to login screen, keyboard and mouse don't work.

Any suggestions would be appreciated.

Stan

Might need to do a clean install of Windows 10. Sounds like either driver issues or potential malware blocking USB devices. Try booting into Windows Safe Mode and see if the issue is persistent. If you can get into Device Manager, try uninstalling the drivers for keyboard/mouse and rebooting (make sure they aren’t disabled).

Doing a fresh install of Windows might be the best option anyways just to refresh everything.

 

[stan.b]

Thanks for taking the time to help me. I really appreciate it.
I'll try safe mode and a clean install if necessary. If everything fails, I'll just abandon Windows and enjoy using Linux Mint!

 

[stan.b]

Using an install USB, was able to get Windows back to a restore point at a time before I started having this USB port trouble. It did not, however, solve my problem. None of the USB ports work in Windows, BUT I am able to access the computer using Chrome Remote Desktop, which is huge.

Looking at Device Manager, under Universal Serial Bus Controllers, I see that "USB xHCI Compliant Host Controller" has an exclamation point. Expanding that entry shows device status as this: Windows cannot initialize the device driver for this hardware (Code 37). There's more to the message, but I suppose that's the important part. I tried uninstalling all the items under Universal Serial Bus controllers, then restarting the computer. That didn't change anything. Still have the error message.

FWIW, under the driver tab, I see this: Driver Provider Microsoft; Driver Date 5/8/23; Driver Version 10.0.19041.3031; Digital Signer Microsoft

Trying to "Update Driver" simply gives me a message that I have the best driver installed.

How can I replace the driver? Seems like an important thing to do.

Thanks for any thoughts anyone might have. (Or should I forget it and do a fresh install?)

 

[Cj-tech]

Using an install USB, was able to get Windows back to a restore point at a time before I started having this USB port trouble. It did not, however, solve my problem. None of the USB ports work in Windows, BUT I am able to access the computer using Chrome Remote Desktop, which is huge.

Looking at Device Manager, under Universal Serial Bus Controllers, I see that "USB xHCI Compliant Host Controller" has an exclamation point. Expanding that entry shows device status as this: Windows cannot initialize the device driver for this hardware (Code 37). There's more to the message, but I suppose that's the important part. I tried uninstalling all the items under Universal Serial Bus controllers, then restarting the computer. That didn't change anything. Still have the error message.

FWIW, under the driver tab, I see this: Driver Provider Microsoft; Driver Date 5/8/23; Driver Version 10.0.19041.3031; Digital Signer Microsoft

Trying to "Update Driver" simply gives me a message that I have the best driver installed.

How can I replace the driver? Seems like an important thing to do.

Thanks for any thoughts anyone might have. (Or should I forget it and do a fresh install?)

Download Dell SupportAssist or Dell Command Update (either will work) to automatically detect and update drivers. It sounds like there’s a lot of drivers missing.

 

[stan.b]

Dell Support Assist told me everything was up to date, so no joy there.

I downloaded FixWin from Windows Club, under Troubleshooting, clicked Hardware and Devices and got the message that the Host Controller driver needed updating. I did that update, and now all is well. Mouse and keyboard now work!

Thanks for all your suggestions. I appreciate your taking time to help.