Unknown USB device (device descriptor request failed)

gihan14 · Jan 31, 2024

Today I open my laptop to fix hinge problem. I think a reassembly my laptop correctly but when I turn it on back, my laptop get new problem.

I can't use all my usb port. It say 'Unknown USB device (device descriptor request failed)'.

First, i think it's a software problem. So, after tried many alternative solution I got stuck, so I reset my laptop, but nothing changes.

Anyone have an idea for this problem?

glasskuter · Jan 31, 2024

Welcome to the forum.
Always work inside a laptop with the battery disconnected and voltage drained from capacitors to prevent damage to the motherboard.. Did you do this when you replaced the hinges? If not you could easily have shorted out something on the motherboard.

I'm not saying it can't be a software problem, but if all worked correctly before you disassembled it, but didn't after you put it back together even after a reset, that's an obvious flag. First try multiple USB devices to make sure it's not related to just the one.

All I can suggest is to disassemble it again working directly from the OEM service manual for your device. Verify all connections, look for any obvious damage, check for crimped or bare wires, blown capacitors. If it doesn't work when you put it back together again, you can pretty much assume you damaged something, either the usb ports or the motherboard..

gihan14 · Jan 31, 2024

glasskuter said:
Welcome to the forum.
Always work inside a laptop with the battery disconnected and voltage drained from capacitors to prevent damage to the motherboard.. Did you do this when you replaced the hinges? If not you could easily have shorted out something on the motherboard.

I'm not saying it can't be a software problem, but if all worked correctly before you disassembled it, but didn't after you put it back together even after a reset, that's an obvious flag. First try multiple USB devices to make sure it's not related to just the one.

All I can suggest is to disassemble it again working directly from the OEM service manual for your device. Verify all connections, look for any obvious damage, check for crimped or bare wires, blown capacitors. If it doesn't work when you put it back together again, you can pretty much assume you damaged something, either the usb ports or the motherboard..

Yes, I forgot to disconnected the battery and all USB can't be used.

When I see the inside the laptop, I think I didn't find something suspicious. So, what do you think about that? Should I replace the motherboard?

glasskuter · Jan 31, 2024

gihan14 said:
I forgot to disconnected the battery

Unfortunate. Did you use your OEM service manual or just go about changing the hinges willy-nilly.
See if you have usb support in bios. Attach an external wired keyboard. Can you access bios by selecting F2 (using the external keyboard not your laptop keyboard) as soon as you see the Dell flash screen? If not, you've certainly messed something up, either connections or mobo damage.
I would never advise anyone to change out a motherboard without knowing more about the device. You do not state your system specs. Us knowing how your computer is equipped as well as your laptop make/model can allow us to better advise you. Sometimes it makes no sense to replace a laptop motherboard depending on its age and quality.

gihan14 · Jan 31, 2024

I am not use OEM service manual, I just watched some video tutorial on youtube.

About bios, I can access that, but do you mean about usb support?

Anyway my laptop is vostro 15 3510, I buy it May 2023 and manufactured by 2021 (I see it on bios)

glasskuter said:
Unfortunate. Did you use your OEM service manual or just go about changing the hinges willy-nilly.
See if you have usb support in bios. Attach an external wired keyboard. Can you access bios by selecting F2 (using the external keyboard not your laptop keyboard) as soon as you see the Dell flash screen? If not, you've certainly messed something up, either connections or mobo damage.
I would never advise anyone to change out a motherboard without knowing more about the device. You do not state your system specs. Us knowing how your computer is equipped as well as your laptop make/model can allow us to better advise you. Sometimes it makes no sense to replace a laptop motherboard depending on its age and quality

zbook · Jan 31, 2024

Please open msinfo32 > save as NFO > post a share link

Run: Diagnostics | Dell US
Post a share link

Run: ACP:

msdt.exe -id DeviceDiagnostic
msdt.exe -id PowerDiagnostic
msdt.exe -id WindowsUpdateDiagnostic

Click view detailed information > post share links

How to Identify an Unknown Device in Device Manager | Dell US

gihan14 · Jan 31, 2024

zbook said:
Please open msinfo32 > save as NFO > post a share link

Run: Diagnostics | Dell US
Post a share link

Run: ACP:

msdt.exe -id DeviceDiagnostic
msdt.exe -id PowerDiagnostic
msdt.exe -id WindowsUpdateDiagnostic

Click view detailed information > post share links

How to Identify an Unknown Device in Device Manager | Dell US

Here my laptop info.

anyway, I can't run msdt.exe, it needed a passkey from support professional.

glasskuter · Jan 31, 2024

gihan14 said:
About bios, I can access that, but do you mean about usb support?

I mean can you use a usb keyboard and mouse to access and motivate around in bios.

Bree · Jan 31, 2024

gihan14 said:
anyway, I can't run msdt.exe, it needed a passkey from support professional.

That's because you just typed msdt.exe on its own.
You didn't type the full command as given in post #6, such as msdt.exe -id DeviceDiagnostic. Each command starts a different troubleshooter, run them all.

gihan14 · Jan 31, 2024

Bree said:
That's because you just typed msdt.exe on its own.
You didn't type the full command as given in post #6, such as msdt.exe -id DeviceDiagnostic. Each command starts a different troubleshooter, run them all.

View attachment 85734

Oh okay, but it still doesn't fix the problem.

About troubleshoot from the website, here's the result

gihan14 · Jan 31, 2024

glasskuter said:
I mean can you use a usb keyboard and mouse to access and motivate around in bios.

Oh okay, I've done that, and the keyboard can't be used

zbook · Jan 31, 2024

When available post a MSINFO32 NFO share link.

Please make sure that your drive is tested and important files are backed up (Apacer).

1) Run:

https://www.seagate.com/content/dam/seagate/migrated-assets/www-content/support-content/downloads/seatools/_shared/downloads/SeaToolsWindowsInstaller.exe

https://www.seagate.com/content/dam/seagate/migrated-assets/www-content/support-content/downloads/seatools/_shared/downloads/100869623_B.pdf

2) Run:

HD Tune website (free or trial version)

a) Health
b) Benchmark
c) Full error scan

3) See if the troubleshooters can run using another approach:

Run Troubleshooters in Windows 11

This tutorial will show you how to manually run troubleshooters to find and fix many common problems in Windows 11. Windows 11 includes troubleshooters to help you solve problems with your PC. Troubleshooters are listed in the "C:\Windows\diagnostics\index" folder. Notice...

www.elevenforum.com

4) With the Dell diagnostic results consider support at a local computer store

Ghot · Jan 31, 2024

Sometimes you can re-assemble a prebuilt device and forget a ground connection, or possibly short something.
Especially in small devices, there are some really un-obvious things that have to be re-assembled exactly right, in order to regain functionality.

This is very hard to describe without pictures (of which I have none), but some folks more familiar with modern laptops might understand what I'm referring to.

About 10-15 years ago, for example, one could really mess up the desktop back panel connectors, if they forget to bend the back plate grounding tabs correctly.

Many through-chassis connectors (like a USB connector), may have similar arrangements.

Another possibility could be that a teeny ribbon connector somewhere, was not re-attached properly or at all.
Breaking certain ground connections can cause strange behavior without actually damaging anything.

So, before replacing any hardware, you might want to take apart and re-assemble the laptop, again... much more carefully.

Short version: Something as simple as a loose or missing ground could be the cause.

glasskuter · Feb 1, 2024

I'm no hardware expert by any means but it certainly sounds like either damage to the mobo or possibly you missed something when reassembling the laptop. UEFI has its own usb support separate and apart from the USB support of the OS and its drivers..

I would backtrack myself and disassemble/reassemble again using the OEM manual this time rather than a Youtube video.Make sure no wires are crimped and all connections to the mobo are secure and connected correctly. If your usb ports still do not work, IMO it would point to the mobo. What say you @Ghot @Bree. Am I thinking correctly here? I do not think that laptop has a usb-c charging port so usb-c to a docking station is not an option.

I do not know where you are located but in the US Refurbished replacement mobos run from $150 to $300 including cpu(i3-i5-i7). Used ones vary in price. It's important to verify motherboard part number matches and only buy from reputable seller who offers guarantee. Hopefully one of the others more experienced in hardware has ideas for you and it won't come to that. Good luck.

Stigg · Feb 1, 2024

I've seen that same error in Device Manager a few times.
For me, it is always my Logitech BRIO webcam. Mine is always a simple fix. I just have to unplug it, then plug it back in.

That's not your exact problem, but how many different USB devices have you tried plugging in to your USB port(s)? You need to be sure that it's not the USB device itself.

x BlueRobot · Feb 1, 2024

I agree with @Stigg, it's important to establish if this is occurring with all the USB ports or with different devices, what are you using as a mouse? The track pad or a USB one?

Could you please open an elevated command prompt and then enter the following command:

Code:

pnputil /enum-devices /problem /deviceids

gihan14 · Feb 1, 2024

I've lot tried many USB in different port and still the same.

Stigg said:
I've seen that same error in Device Manager a few times.
For me, it is always my Logitech BRIO webcam. Mine is always a simple fix. I just have to unplug it, then plug it back in.

That's not your exact problem, but how many different USB devices have you tried plugging in to your USB port(s)? You need to be sure that it's not the USB device itself.

gihan14 · Feb 1, 2024

x BlueRobot said:
I agree with @Stigg, it's important to establish if this is occurring with all the USB ports or with different devices, what are you using as a mouse? The track pad or a USB one?

Could you please open an elevated command prompt and then enter the following command:

Code:

pnputil /enum-devices /problem /deviceids

gihan14 · Feb 1, 2024

glasskuter said:
I'm no hardware expert by any means but it certainly sounds like either damage to the mobo or possibly you missed something when reassembling the laptop. UEFI has its own usb support separate and apart from the USB support of the OS and its drivers..

I would backtrack myself and disassemble/reassemble again using the OEM manual this time rather than a Youtube video.Make sure no wires are crimped and all connections to the mobo are secure and connected correctly. If your usb ports still do not work, IMO it would point to the mobo. What say you @Ghot @Bree. Am I thinking correctly here? I do not think that laptop has a usb-c charging port so usb-c to a docking station is not an option.

I do not know where you are located but in the US Refurbished replacement mobos run from $150 to $300 including cpu(i3-i5-i7). Used ones vary in price. It's important to verify motherboard part number matches and only buy from reputable seller who offers guarantee. Hopefully one of the others more experienced in hardware has ideas for you and it won't come to that. Good luck.

but it's strange to damage only USB port (that have different part [right and left]) but another port is fine (headset port)

x BlueRobot · Feb 1, 2024

Thanks, please open command prompt again and then enter the following commands:

Code:

reg query "HKLM\SYSTEM\CurrentControlSet\Enum\USB\VID_0000&PID_0002\5&86c20f0&0&1" /s >> %userprofile%\Desktop\USBDevices.txt
reg query "HKLM\SYSTEM\CurrentControlSet\Enum\USB\VID_0000&PID_0002\5&86c20f0&0&2" /s >> %userprofile%\Desktop\USBDevices.txt

Please attach the USBDevices.txt file which should have been saved to your Desktop in your next post.

Unknown USB device (device descriptor request failed)

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