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USB not working. Unknown devices, cannot install driver Windows 8.1

Posted on 2014-08-26
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Last Modified: 2016-11-23
Hi all,

I cannot get USB to work on a Dell laptop, de driver got lost when a Windows update crashed. I already installed the chipset drivers and the Dell and Intel driver detection tool. All is up to date.

3 Devices remain bad.

Please see screenshot.

What can I do?

Kind regards,

Erwin
screenshot.png
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Question by:Agrippa
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29 Comments
 
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Assisted Solution

by:John Hurst
John Hurst earned 668 total points
ID: 40286997
driver got lost when a Windows update crashed

Try running System File Checker. Open cmd.exe with Run as Administrator and run SFC /SCANNOW. Allow to complete, run again, restart and then see if Windows needs updating. Do that if it does, restart and test USB.
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Assisted Solution

by:awawada
awawada earned 668 total points
ID: 40287158
System File Checke is a good idea.
Did you try to update the driver like this?

how to update
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Assisted Solution

by:nobus
nobus earned 664 total points
ID: 40287251
if you have  unknown devices in device manager, you can use this procedure to identify them :

1- visit the motherboard manufacturers support site, for downloading drivers
2- use windows update >optional updates to find them

3- Start>Programs>Accessories>System Tools>System Information.
Now select  "Components" and highlight "Problem Devices".
All hardware devices with a driver problem will be listed here.
Make a note of the first line of the PNP Device ID line of the entry. It will show a Vendor number and a Device number (VENxxxxDEVxxxx) both four digits long.
Look up those numbers here:   http://www.pcidatabase.com/index.php

This will tell you the manufacturer and the chip number.  
Check the manufacturer's website first or google them - or post them here

4- If your LAN is running, you can also use windows update> optional drivers, or  use slimdrivers : https://www.slimwareutilities.com/slimdrivers.php
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Author Comment

by:Agrippa
ID: 40289420
Hi all,

@John: the SFC returned as you can see in the screenshot. The log file is 70MB.

@Awawada: this returns that no driver can be found

@Nobus: Windows update does not return drivers for download. The manufacturer site as well as Intel site are checked for latest drivers, no solution. Slimdrivers already tried, no solution. Please see screenshot for the VEN and DEV numbers, I cannot see the difference in the DEV or VEN, unable to look them up.
screenshot2.png
screenshot3.png
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Expert Comment

by:John Hurst
ID: 40289431
You probably need to consider a Windows 8 Refresh. This keeps data but you will have to reinstall software. If you have a Windows 8 DVD that matches the system you might be able to do a Repair Install, but if Dell did not supply that, then you probably must Refresh.
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LVL 93

Expert Comment

by:nobus
ID: 40289701
since all are usb devices, i suggest to run from a bootablelive cd, like knoppix  - then test if the usb is working
http://distrowatch.com/table.php?distribution=knoppix      

this will show if the usb hardware is functional - or bad
bad = new motherboard , i'm afraid
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Author Comment

by:Agrippa
ID: 40334699
I tried with a boot CD, USB works, it is no hardware issue. A refresh is not a good idea at the moment, it is more a workaround then a fix. I want to try to fix it.
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Expert Comment

by:John Hurst
ID: 40334719
A refresh is not a good idea at the moment, it is more a workaround then a fix  No. A refresh is a very good fix. Its chief disadvantage is that you must reinstall some software. But in general t is a good fix.

USB works, it is no hardware issue  <-- so then, as above, or consider backing up, formatting and reinstalling Windows for a next to perfect fix.
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Author Comment

by:Agrippa
ID: 40357216
Hi all,

sorry for the long time out, this laptop is a remote issue, today I saw the laptop and tried to disable USB3.0 in the BIOS. Unfortunately there is no disable option. I booted with Acronis CD and the mouse works. The hardware is ok. The Windows refresh is a last resort for me. Are there any other options left?
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Expert Comment

by:John Hurst
ID: 40357256
At this point, Refresh should work. A full reinstall of Windows is guaranteed to work if the hardware is OK but it takes more time.
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Author Comment

by:Agrippa
ID: 40357271
Hi John,

I believe you, sure thing, but I am always a person who wants to go for the real fix as in a driver update / registry fix / uninstalling corrupted updates / replacing DLL / etc. Somewhere there is a 0 what needs to be a 1, binaire spoken. You think there really is no such a solution?
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Expert Comment

by:John Hurst
ID: 40357290
USB drivers are usually part of the basic operating system. Given what you have tried, I don't really see another option.
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LVL 93

Expert Comment

by:nobus
ID: 40357483
try this :  if you have  unknown devices in device manager, you can use this procedure to identify them :

1- visit the motherboard manufacturers support site, for downloading drivers
2- use windows update >optional updates to find them

3- Start>Programs>Accessories>System Tools>System Information.
Now select  "Components" and highlight "Problem Devices".
All hardware devices with a driver problem will be listed here.
Make a note of the first line of the PNP Device ID line of the entry. It will show a Vendor number and a Device number (VENxxxxDEVxxxx) both four digits long.
Look up those numbers here:   http://www.pcidatabase.com/index.php

This will tell you the manufacturer and the chip number.  
Check the manufacturer's website first or google them - or post them here

4- If your LAN is running, you can also use windows update> optional drivers, or  use slimdrivers : https://www.slimwareutilities.com/slimdrivers.php

also - look in the Dell driver site for other updates  - sometimes it's called intel management engine or such
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Author Comment

by:Agrippa
ID: 40357651
Hi Nobus,

tried all that already, but no luck. This is a hard one...
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Expert Comment

by:nobus
ID: 40358781
elisys - Dutch speaking??  me too
anyhow, post the laptop model, then i can look up a bit more
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Author Comment

by:Agrippa
ID: 40359247
Hi nobus,

jazeker!

The model is a Dell Vostro 3560 with USB3.0 ports only.
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LVL 93

Expert Comment

by:nobus
ID: 40359584
here is the driver :   http://www.dell.com/support/home/us/en/19/product-support/product/vostro-3560/drivers

did you install all 3 here ? under chipset
usb3
**i'm near Antwerpen !
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Author Comment

by:Agrippa
ID: 40360585
Hi Nobus,

yes tried that also. I need a more complex solution that the basic updates / upgrades / factory resets / etc. I think registry level or replacing files / etc.
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Expert Comment

by:nobus
ID: 40360934
you installed the usb 3 driver, and still it does not work?
there are no usb devices connected?  printer, scanner, etc??

in screenshot 3 it lists USB2.0 ?? i think itt can be on-board devices, like webcam

did you install the driver for removable storage ?
i would put in the ID tag, and check then - and install ALL drivers and files listed

here the install order :  http://www.edbott.com/weblog/2009/08/what-order-should-you-install-drivers-in/
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Author Comment

by:Agrippa
ID: 40434655
The laptop will be in this week for a partial reinstall
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Expert Comment

by:nobus
ID: 40434764
may i ask what is a partial reinstall ??
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Author Comment

by:Agrippa
ID: 40434780
Hi Nobus,

the suggestion of John Hurst:
ou probably need to consider a Windows 8 Refresh. This keeps data but you will have to reinstall software. If you have a Windows 8 DVD that matches the system you might be able to do a Repair Install, but if Dell did not supply that, then you probably must Refresh.
0
 
LVL 93

Expert Comment

by:nobus
ID: 40435213
ok - tx
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Author Comment

by:Agrippa
ID: 40474247
Hi Nobus,

still have't got the chance to fix this since I have not received the laptop yet of my friend. I hope this week.
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LVL 93

Expert Comment

by:nobus
ID: 40475293
no problem - i'm around
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Author Comment

by:Agrippa
ID: 40490387
Hi Nobus,

thankx, I'll be in touch
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Accepted Solution

by:
Agrippa earned 0 total points
ID: 40889320
This machine is still having the same problem. I know through Linux that it works, so a reinstall is required. I have Google this problem several times, no one seems to have a solution.
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Author Closing Comment

by:Agrippa
ID: 40898266
There is not a simple solution, no patch, no fix.
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