Surface book 2 (Unknown USB device (Port Reset Failed)

Question

Dear community,

I have had this issue for a week now where my Surface book 2 base keeps disconnecting and reconnecting (not physically), it just makes the sound windows makes when disconnecting and reconnecting a usb device and renders the entire base useless for a while. I think it has something to do with the error that a usb port reset failed.

info:

Device type: Universal Serial Bus controllers

Manufacturer: (Standard USB Host Controller)

Location: Port_#0001.Hub_#0004

Device status:

Windows has stopped this device because it has reported problems. (Code 43)

A USB port reset request failed.

Driver

21/06/2006

10.0.22000.1

I have done a Factory reset and the problem keeps persisting.

Answer 1

Thank you for posting your inquiry here in Microsoft Community, IB90.

We are sorry to hear about the keyboard disconnecting by it's own.

- Run Surface Diagnostic Toolkit and check Windows Update.

• Run the System File Checker.
• Force the device to shutdown and restart. Press the power button for 15 seconds.
• Install the drivers package. Check the specific OS build of your Windows Settings> System> About. Download the driver and firmware for Surface, choose Surface Book 2 and click download on the next page. Please choose the .msi file that matches your current OS Build and click Next. After the download, runand installthe .msi then Restart the Surface Device.
• Try to manually detached and re-attach the screen and see if the detaching issue will happen again.
• Uninstall the Unknown USB device (Port Reset Failed) and restart the device.

- Restart Surface DTX,  Open Task Manager, go to Processes and select Surface DTX then click End Task.

• Refresh the driver. Uninstall and Reinstall Surface DTX in Device manager, In the search box on the taskbar, type device manager, and then select Device Manager from the list of results > In Device Manager, select System tab > Uninstall Surface DTX and restart your Surface.

Hope this helps, otherwise, let us know so we can further assist.

Answer 2

I have tried all of the above. It's still not working. I have noticed that the USB-A ports are not recognizing devices (no reaction at all) except for charging my phone.

Answer 3

I appreciate the confirmation, IB90. Try to disconnect all connected accessories on the device then restart the Surface book and see how it goes.

If the issue still persists without any USB connected, re-image the Windows system using the USB recovery process. This process will wipe everything out on your device and install a fresh operating system. Please make sure that you have back up your files and data either in an External Hard drive or use your OneDrive app. You’ll need a USB (USB stick) with at least 16GB/32 GB and format it clean (make sure that you have chosen FAT32 as the file system while formatting the USB). You'll need a PC running Windows 10 or Surface Device to download the system files/recovery image on the Microsoft Website.    Note: USB/Flash drives are the only required device for you to perform the follow steps below successfully.After formatting the USB to FAT32 USB, convert the FAT32 USB stick as a bootable device. Go to search > search for create a recovery drive > then follow the on-screen instructions. Please proceed to the steps below after converting your USB to a bootable USB stick:• Download the System Files or Recovery Image:

1. Go to the Download a recovery image for your Surface.2. If you’re signed in with your Microsoft account, you will be prompt to choose the device from the list of devices on your Microsoft Account. If you’re not signed in, choose a product on the drop-down menu and provide the Serial Number of the device.3. Once the download is finished, go to the file, right-click and choose Extract all then choose the USB/Flash drive.

• Perform the USB recovery: 

1. Shutdown the device by pressing/holding the power button for 10 seconds until it’s off.  
2. Insert the USB recovery drive into the USB port. 
3. Press and hold the volume-down (-) rocker. 
4. Press and release the power button. 
5. When the Surface logo appears, release the volume-down (-) rocker. 
6. Choose your language options and keyboard layout. 
7. Select Troubleshoot. 
8. Select Recover from a Drive. Choose Remove Everything and Fully Clean the Drive. Recovering this PC. If prompted for BitLocker Key, tap Skip this Drive. 
9. Select “Recovery”.

Let us know by replying on this thread.