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2155
May 24th, 2022 06:00
Latest BIOS Broke my USB
Hi, I'm running the following:
- Precision 5760
- WD19 Docking Station
- DA20 HDMI/USB 3.0 adapter
I run 3 monitors, a wireless KB/M combo, and Jabra Evolve 75 headphones connected via USB dongle.
Yesterday, against my better judgment, I allowed dell support assist to install the latest BIOS update (1.9.1) - normally I don't, but the previous BIOS update actually made the docking station work properly with multiple monitors whereas before I always had finnicky issues.
After installing the update, I noticed that my headphones were constantly repeating "headphones connected, headphones disconnected, headphones connected, headphones disconnected..." and that my wireless KB/M werent working.
After troubleshooting, I realized that everything works fine until the device tries to output any sound (system sounds, youtube, spotify, etc) at which point the USB dongle enters an endless loop of disconnecting and reconnecting while simultaneously killing any other USB devices connected. Also, if I remove the docking station while this is happening I get an instant bluescreen. Everything works fine as long as that USB dongle isnt plugged in, I can use BT sound (havent tried other usb headphones though), but that kills half the functionality of these headphones and is not a compromise I'm willing to make.
I've verified that everything works as intended using my personal computer - no issues whatsoever with the dongle and headphones and multiple USB devices.
For troubleshooting I've tried the following:
- uninstalled all USB drivers in device manager
- installed latest audio driver based on machine ST
- rolled back BIOS
- downloaded Jabra software suite to ensure firmware up-to-date on all Jabra hardware
- reinstalled Windows (I know.. I'm desperate...)
- modified various power settings to USB controllers and devices
- disabled BT on machine
- tried running the headphones as the ONLY device connected
- disabled ALL other audio devices
At this point I'm at a loss. In my many years troubleshooting various issues (I've owned many dells, I'm basically a certified troubleshooter now) I've never seen anything like it. The device was plugged into the docking station during the update so I'm assuming that is the cause of the issue, though in 2022 I don't know why.
Any assistance is appreciated - otherwise this will be the second 5760 I've had to return in 4 months. (first one had a faulty SSD out of the box)
Finglonger
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May 24th, 2022 11:00
After a lot of troubleshooting I've identified the problem -
This BIOS update has somehow introduced an issue with 16 bit 48000 Hz sound format - it causes whatever device is using it to fault over and over again and seemingly locks out every other USB device.
If you run into this problem do the following:
DELL-Cares
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May 24th, 2022 07:00
Thank you! We have received the required details. We will work towards a resolution. In the meantime, you may also receive assistance or suggestions from the community members.
Finglonger
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May 24th, 2022 08:00
Additional steps I forgot to mention:
DELL-Cares
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27.1K Posts
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May 25th, 2022 07:00
Hi,
I hope you are doing fine. My name is sourav, I am the case owner of this ticket.
We see that the reported issue is resolved by performing a bios update. may i know if the issue occurred again or any other issue with the system?
Rest assured, resolving your issue is our priority.
In case you need further assistance, we would be glad to help you further.
DELL-Cares
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May 26th, 2022 02:00
Hello
Hope you're doing well.
This is a follow-up note as we have not heard back from you. We are currently awaiting an update if the information shared helped or if you would like us to help you further. Looking forward to a response so we can proceed accordingly.
Finglonger
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May 26th, 2022 05:00
No... If you read everything above you will see that the BIOS updates are what broke things... I explain in detail how I fixed it. I even accepted it as an answer.
Finglonger
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May 26th, 2022 05:00
None of the suggestions from Dell helped.
The information that I shared - and marked as the solution - is the solution.
Jedi2155
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11 Posts
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March 16th, 2023 16:00
Thank you! This seemed to have solve my ability to adjust my volume with my Jabra headset on my Precision M5570!
chris love
1 Message
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November 3rd, 2023 21:05
Ran a dell bios update a few days back and it now broke my Jabra Evolve 20 SE MS usb headset. Tried changing the digitization rate as suggested (see below from another user)...no luck!! Dell really did it this time....it works perfectly when plugged directly into the dell laptop (Latitude 5430), but not the dell docking station (WD19S). When in the docking station, it simply does not see it and will default to laptop speakers and microphone.
After a lot of troubleshooting I've identified the problem -
This BIOS update has somehow introduced an issue with 16 bit 48000 Hz sound format - it causes whatever device is using it to fault over and over again and seemingly locks out every other USB device.
If you run into this problem do the following:
ZoharHarakia
2 Posts
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December 25th, 2023 16:03
@Finglonger WORKS!!!! thanks so much!!!