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January 19th, 2020 14:00

17 R2, USB 3.0 hub power cycling on/off when plugged into any USB port

Good Afternoon,

I purchased my Alienware 17 R2 back in 2015 and have since upgraded to Windows 10 Pro from Windows 8.1. Additionally, I've had Dell Technical support install a fresh version of the OS after the motherboard failed a couple of years ago and I have also completed a full format and reinstall of the OS and drivers a few weeks ago attempting to solve this issue. The laptop is still under warranty.

My first hub I purchased was the AmazonBasic 10-Port USB 3.0 powered Hub
It worked for about 6 months before power cycling on/off. I replaced it will another one after reviewing post that it had failed for numerous customers after about 6 months. It power cycled as soon as I plugged it in. Assuming it was the Amazon's hub, I purchased the BrovSS 10-Port USB3.0 powered Hub and it did the exact same thing out of the package. It was at this point that I did the fresh OS install. I purchased Driver Booster 7.2 Pro to ensure that all my devices had the most up to date drivers before attempting to plug the hub back in. After a day of reinstalling the OS, I plugged it in and you guessed it, it power cycled. I figured that maybe I was just lucky so I returned the hub and purchased a StarTech 7-Port USB 3.0 powered Hub and it also immediately power cycled. I actually called and talked to a Dell Technician about this and we went through the regimore of checking the power settings and disabled USB Selective Suspend and each Human Interface Devices and Universal Serial Bus line items ensuring the "Allow the computer to turn off this device to save power" setting and its did nothing. The technician said it was my hub that was the issue even after I explained that it was not, that it was likely the motherboard that needed to be replaced.  We went through and did all the system tests etc. and I'm telling you it's the motherboard.

I'm on A12 for my BIOS so its not the BIOS and I wasn't plugging in any of my devices when testing the hub, just the hub. Even tried each of the four USB ports on the laptop itself and the issues moved with it. Other devices that I have directly plugged into my computer have no issues and I know for a fact that I'm not exceeding the USB standard of 127 devices. This is frustrating and should be a simple fix. Dell needs to provide better driver support and better tool sets to get their customers the correct drivers. Driver Booster found almost half of the drivers listed on the Dell Driver Support page, to be outdated and actually went out and found the correct ones. Regarding my USB issue, I'd love for Dell to actually honor their warranties and replace my motherboard instead of writing it off and hoping I buy another newer laptop from them instead.

It you want my Service Tag, PM me. I am not posting it in the public forum or responded to a bot.

- JuanDeJulio 

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