Troubleshooting a USB issue

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  1. Posts : 344
    Win 10 PRO 64 Bit
       #1

    Troubleshooting a USB issue


    I receive an on screen error message about a USB problem something on the line of the last USB connected has an issue.
    When I view Device Manager I can see an issue.
    "Unknown USB device (Device Descripter Reuest Failed)" listed
    What I have been doing is right clicking and uninstalling.
    My first guess was that I had a motherboard USB port issue.

    After resuming from sleep mode the error message again returns. So today I wondered if I am just resuming from sleep mode why would my system try to reload this USB. If that's what it's doing ?

    So now I am questioning maybe it really is an issue with something plugged into a USB port on my desktop.
    I have three USB ports in use:
    1. Wireless mouse/keyboard transceiver
    2. UPS
    3. Logitech Camera
    All three appear to be working fine.

    Any thought on how to troubleshoot this ?
      My Computer


  2. Posts : 39,965
    windows 10 professional version 1607 build 14393.969 64 bit
       #2
      My Computer


  3. Posts : 344
    Win 10 PRO 64 Bit
    Thread Starter
       #3

    Ok I ran the log collector just one question when I upload this zip is my personal information viewable ?
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  4. Posts : 39,965
    windows 10 professional version 1607 build 14393.969 64 bit
       #4

    There should be no personal files in the log collector.
    It should be all computer files.
    The Ten Forums BSOD forum has many threads with the log files for viewing.
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  5. Posts : 344
    Win 10 PRO 64 Bit
    Thread Starter
       #5

    Z I'm having a brain cramp here.
    I found the log collection zip file and I can see all the associated txt files for it.
    When I "go advanced" I am unable to open the .zip file to attach it.
    It will let me attach any of the .txt files but not the .zip
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  6. Posts : 39,965
    windows 10 professional version 1607 build 14393.969 64 bit
       #6

    There are two log collectors: DM and BETA
    The BETA log collector will eventually replace the DM log collector.
    The BETA log collector will collect more useful files and folders.
    Run both the DM and BETA log collectors and post zips into the thread.
    Post the DM log collector first and then try again the BETA log collector.
    BSOD - Posting Instructions - Windows 10 Forums
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  7. Posts : 344
    Win 10 PRO 64 Bit
    Thread Starter
       #7

    Ok that seemed to work here are the two .zips
    Got to leave for a while and play taxi driver for family.
    I'll check back asap.

    Thanks for helping
    Troubleshooting a USB issue Attached Files
      My Computer


  8. Posts : 39,965
    windows 10 professional version 1607 build 14393.969 64 bit
       #8

    1) Download and install: Everything:
    voidtools

    2) Use everything to search for: win32k.sys-20180920-2157.dmp > zip > post a share link into the thread using one drive, drop box, or google drive

    3) The BIOS: Version/Date Award Software International, Inc. F5, 11/17/2008
    Upgrade the BIOS: F5 > F12
    GA-EP45-UD3R (rev. 1.1) | Motherboard - GIGABYTE Global


    4) Open device manager > click view > click show hidden devices > manually expand all rows > look for any row displaying a yellow triangle with black exclamation mark or unknown device > post an image into the thread

    5) Use these links to fix the unknown device:
    How to easily find drivers for Unknown Devices in Windows | PCWorld
    https://www.howtogeek.com/193798/how...evice-manager/


    Code:
    win32k.sys-20180920-2157.dmp 9/21/2018 8:56:11 AM     1019.23
    Code:
    Unknown USB Device (Device Descriptor Request Failed)	USB\VID_0000&PID_0002\5&2107F3B7&0&1	43
    Code:
    Event[1396]:
      Log Name: System
      Source: Microsoft-Windows-HAL
      Date: 2018-11-20T18:00:57.698
      Event ID: 12
      Task: N/A
      Level: Error
      Opcode: Info
      Keyword: N/A
      User: N/A
      User Name: N/A
      Computer: Victor
      Description: 
    The platform firmware has corrupted memory across the previous system power transition.  Please check for updated firmware for your system.
      My Computer


  9. Posts : 344
    Win 10 PRO 64 Bit
    Thread Starter
       #9

    z can I attach the 2 .dmp files like the .zip files on this thread ?

    Ran Crucial system scanner and it shows my motherboard is rev 1.0. I took the cover of my desktop and the motherboard shows imprinted with rev 1.1.
    I was curious how you thought my motherboard was rev 1.1 as I did not see that in the zip files I posted.

    Currently looking for a Gigabyte utility to update my bios, didn't see one on the Gigabyte web site, but my owners manual states there are 2. Q-Flash and @Bios. I'll keep looking around.

    Checked Device Manager, and only this entry about the USB is flagged as having any problem.

    Found the Q-Flash utility it is built into my motherboard. I will read up on that.
    Last edited by smalltown; 06 Dec 2018 at 18:41.
      My Computer


  10. Posts : 39,965
    windows 10 professional version 1607 build 14393.969 64 bit
       #10

    Download and install Speecy: (free edition)
    Post links into the thread.
    The information from Speecy will be used to clarify the motherboard version.
    Once the motherboard version is confirmed > view BIOS history > upgrade to the newest non-beta BIOS

    The log files for dump files is typically large. Sometimes 750 MB to more than 2 GB.
    The uploads and downloads can take a long time.
    So zip and upload files that are < 1.5 GB in separate share links.

    For the USB see the prior two links for troubleshooting (pcworld and geeks)
      My Computer


 

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