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

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
AgrippaSenior IT ConsultantAsked:
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JohnBusiness Consultant (Owner)Commented:
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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awawadaCommented:
System File Checke is a good idea.
Did you try to update the driver like this?

how to update
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nobusCommented:
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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AgrippaSenior IT ConsultantAuthor Commented:
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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JohnBusiness Consultant (Owner)Commented:
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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nobusCommented:
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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AgrippaSenior IT ConsultantAuthor Commented:
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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JohnBusiness Consultant (Owner)Commented:
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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AgrippaSenior IT ConsultantAuthor Commented:
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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JohnBusiness Consultant (Owner)Commented:
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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AgrippaSenior IT ConsultantAuthor Commented:
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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JohnBusiness Consultant (Owner)Commented:
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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nobusCommented:
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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AgrippaSenior IT ConsultantAuthor Commented:
Hi Nobus,

tried all that already, but no luck. This is a hard one...
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nobusCommented:
elisys - Dutch speaking??  me too
anyhow, post the laptop model, then i can look up a bit more
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AgrippaSenior IT ConsultantAuthor Commented:
Hi nobus,

jazeker!

The model is a Dell Vostro 3560 with USB3.0 ports only.
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nobusCommented:
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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AgrippaSenior IT ConsultantAuthor Commented:
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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nobusCommented:
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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AgrippaSenior IT ConsultantAuthor Commented:
The laptop will be in this week for a partial reinstall
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nobusCommented:
may i ask what is a partial reinstall ??
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AgrippaSenior IT ConsultantAuthor Commented:
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.
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nobusCommented:
ok - tx
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AgrippaSenior IT ConsultantAuthor Commented:
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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nobusCommented:
no problem - i'm around
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AgrippaSenior IT ConsultantAuthor Commented:
Hi Nobus,

thankx, I'll be in touch
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AgrippaSenior IT ConsultantAuthor Commented:
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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AgrippaSenior IT ConsultantAuthor Commented:
There is not a simple solution, no patch, no fix.
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