USB-C port only works if devices plugged during boot, and won't be recognized if Windows is running

Tung Duong Ngo 6 Reputation points
2021-02-17T14:28:02.447+00:00

Hello community.
My Dell XPS 9560 has an USB-C port, and it doesn't work correctly. If I plug in a device during boot (I mean before pressing power button), Windows can recognize it and things work normally. However, if Windows already boots and is running, Device Manager shows driver (USB 3.1 extensible), then it's gone immediately and I can't use the USB device. The problem has become popular in community and it seems to be caused by Windows 2004 update and still presents in 20H2 update. Some users find out the problem might relate to power manager function of Windows. Disabling the USB selective suspend setting in Windows power option can solve it, but has side effects (sometimes it doesn't work, and plugging in causes audio distortion).
workaround: https://www.dell.com/community/XPS/XPS-15-9560-Type-C-not-working-after-2004-Windows-update/td-p/7651784/page/3
problem confirmed: https://www.reddit.com/r/Dell/comments/hfx9d4/xps_9560_usb_typec_thunderbolt_port_not_working/

My question is: How can I trace the cause of this problem? I have tried using EventGhost to see what's happening during the plugging in but it shows nothing. Do you have any idea to resolve it completely? We are very tired of waiting for Dell support. They response by email that we need to extend the Warranty license to get the support.
Thank you.

Windows 10
Windows 10
A Microsoft operating system that runs on personal computers and tablets.
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  1. Reza-Ameri 16,851 Reputation points
    2021-02-17T16:26:27.29+00:00

    Check event viewer and see if there is any log files there.
    Since this is a known issue, then open start and search for feedback and open Feedback Hub app and report this issue , you may ask other people who are facing the same issue to report it to or upvote it, so Windows team would be able to investigate.


  2. Dale Kudusi 3,226 Reputation points
    2021-02-18T11:53:27.997+00:00

    Hi,
    Please keep driver updated from Dell's official site: https://www.dell.com/support/home/en-sg?app=drivers

    Also try logman.exe trace.
    USB insertion is not a logged event in windows event viewer by default. You can create event traces for USB devices using logman by following these steps in this article:
    How to: Use LogMan to Collect Event Trace Data

    In an administrative command prompt enter the following

    logman create trace -n usbtrace -o %SystemRoot%\Tracing\usbtrace.etl -nb 128 640 -bs 128  
    logman update trace -n usbtrace -p Microsoft-Windows-USB-USBXHCI (Default,PartialDataBusTrace)  
    logman update trace -n usbtrace -p Microsoft-Windows-USB-UCX (Default,PartialDataBusTrace)  
    logman update trace -n usbtrace -p Microsoft-Windows-USB-USBHUB3 (Default,PartialDataBusTrace)  
    logman update trace -n usbtrace -p Microsoft-Windows-USB-USBPORT  
    logman update trace -n usbtrace -p Microsoft-Windows-USB-USBHUB  
    logman update trace -n usbtrace -p Microsoft-Windows-Kernel-IoTrace 0 2  
    logman start -n usbtrace  
    

    This will create a trace at %SystemRoot%\Tracing\usbtrace.etl

    This log can become excessively large and logging all activity for the USB stacks is not going to be a good idea between multiple sessions, this is more for troubleshooting USB activity.
    USB disks will cause event ID 4688 to be logged to Windows>Security when inserted and mounted by the OS, maybe that's enough but there isn't a log entry anytime a USB device is connected.

    Please note: Information posted in the given link is hosted by a third party. Microsoft does not guarantee the accuracy and effectiveness of information

    Best regards.

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