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February 18th, 2025 11:17
USB Connectivity problem
As a photographer I regularly use my Nikon D810 camera tethered to my Windows 11 laptop both for live shooting and file transfer, using various software packages, with no problems. However, when I try to use the same camera with my Dell desktop PC running Window 11, things go awry.
When I plug my camera in to my desktop PC, the connection notification sounds but the camera does not show in File Explorer or any of the software programs I use for Live shooting or file transfer - the same as I use on my laptop.
I spent a considerable amount of time with a Dell Support Agent and we carried out all the usual things: checking driver updates, switching cables and USB ports etc etc. The Agent was unable to resolve the problem and said it would have to be referred to 'The Team' - whatever that means. It is now about ten days since then and I have heard nothing back from Dell regarding the problem.
In desperation I tried connecting to various friends Windows 11 computers and never had a problem with any of them, which confirms that the issue is with this PC. I have gone through all the checks again and I found the following error message:
If anyone can resolve this problem for me I would be eternally grateful. Thank you
ayeshaalikhan
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February 18th, 2025 12:08
Thanks for clarifying,
I was also facing a similar kind of issue, now I got to know how to diagnose it. Thanks.
(edited)
Yorkie5
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February 18th, 2025 13:21
You are very welcome, now we need someone to tell us how to resolve the problem, perhaps this post might prod Dell into answering my support ticket.
DELL-Rey G
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February 19th, 2025 16:51
what you show in the first picture indicates a driver issue of some sort. can you post an image of your device manager?
Rey
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Yorkie5
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February 19th, 2025 17:39
I hope these are what you wanted Rey.
DELL-Rey G
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February 19th, 2025 18:00
yep, thats what I was curious about. What model system is this and what processor does it have?
#IWork4Dell
DELL-Rey G
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February 19th, 2025 18:06
just curious, was this system upgraded to windows 11, or shipped with it?
#IWork4Dell
Yorkie5
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February 19th, 2025 18:11
It was shipped with it.
I have this service request in but nothing has happened.
DELL-Rey G
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February 19th, 2025 19:02
understood, I have sent an email to see if we can get traction on the service request, but I cant guarantee anything on that since I'm not in tech support. In the meantime, did the tech have you install the latest bios, and more importantly, the two Intel chipset drivers at the below link?
https://www.dell.com/support/product-details/en-us/servicetag/0-RzVOZ3N3L3BjRmpRdGk1TFN1WDJXUT090/drivers
Rey
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Yorkie5
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February 19th, 2025 19:32
I told the agent that I had run all the tests as required by the Support Assistant. The agent did not ask me to install anything else. I recall the BIOS was updated automatically by Dell a few days ao. I have just run these tests. All drivers were said to be up-to-date and there were no hardware issues.
<Private data removed from public view. DELL-Admin>
(edited)
DELL-Rey G
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February 19th, 2025 20:47
I see, I feel like something didnt install correctly/completely, so I am hoping that reinstalling them manually might resolve the issue.
Please try to install/reinstall these 2 drivers, especially the first one.
Intel Chipset Device Software | Driver Details | Dell US
Intel Management Engine Interface Driver | Driver Details | Dell US
Rey
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Yorkie5
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February 19th, 2025 21:26
I downloaded both of these drivers, installed them and they both reported installation successful.
My original problem hasn't gone away, Device Manager screens are exactly the same as I posted previously.
I don't know if it will help, but this is how my Windows 11 laptop Device Manager looks for my Nikon D810 camera. Notice that it also has the error message in the Events panel. I note that the camera is installed as a Portable Device on this laptop.
Yorkie5
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February 20th, 2025 15:36
I receive what appeared to be a large update from Dell this morning which was successfully installed. I cannot identify any changes it has made and it has not resolved my on going problem.
Yorkie5
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February 22nd, 2025 17:38
The problem has been resolved. It was caused by a USB driver installed by a software package that I was trialling - qDslrDashboard. When I uninstalled the software there was also a further step to uninstall the USB driver - which, according to my notes, I had done. I received a tip-off that this might still be the cause - it was! Either I hadn't removed it as mentioned above, or the removal procedure didn't work - I don't know, but after some trial and error I managed to removed it manually and my PC is back to full working order.
Thank you to all who who offered advice and help and hopefully all this may hel someone else in future.