XPS 17 L702X USB 3.0 problems

I received my XPS 17 L702X a week ago, and have had nothing but problems with it. First the Blu-ray drive didn't work. Then I realized the motherboard they gave me has only 2 memory slots, when the sales rep told me it would have 4. Now it looks like the USB 3.0 ports are not working.

I don't want to blame Dell for this one YET because it might be my own fault. I wiped out the system and reinstalled Windows 7 Pro x64. I reinstalled most of the drivers I thought I needed, including the Renesas USB 3.0 driver. When I plug a device into a USB 3.0 port, it is not recognized. However, my phone is successfully powered by it.

Are any other drivers besides the Renesas 2.0.34.0 Driver required for those ports to function? Or do I have to get another Dell tech to come out and replace my USB 3.0 board?

 

More information here for the USB 3.0 problem.

Dell XPS 15 - USB 3.0 Problem - Laptop General Hardware Forum - Laptop - Dell Community

 

CharlesDuckowitz,
Whats laptop specs did u choose to get only 2 SODIMM slots?
Did u order core i5 or i7 ?
nVidia 550 or 555 ?
3D or non-3D?

 

I got the non-3D system with the i7 2720QM processor, 555m video card, and 9 cell battery. Those components I listed are technically the only hardware required to get 4 memory slots. However, many Dell reps have said that the motherboard with 4 memory slots is exclusive to the 3D system for some reason.

I ended up sending my XPS 17 back for a replacement. The replacement works fine so far. I wiped it out and reinstalled Windows, and the USB ports still work, as does the Blu-ray drive. Unfortunately there was a problem with the display on this one: there were vertical scan lines across the whole screen. They sent out a tech to swap out the screen and that worked. So now the system seems to be working perfectly, but I'm still pretty annoyed that I've experienced so many hardware issues. Never buying a Dell again.

 

Holy smokes...Sorry to hear about your hardware issues.

I guess in a bit of defense to Dell, you said in your original post that you received your original laptop about a week ago and new machine, tech support/visit all occurred since then?

I know hardware issue will pop up time to time and that multiple issues just pile on but it sounds like Dell did you right. I mean yes, they need to have a good QC program but they are just a parts assembler. Do they make any of their own?

 

weird, i got the 2820, and the 555m non 3d and i got only 2 memory slots, not too much of a big deal.........8gb is plenty........but sure if i had 4 slots yes id have 16gb LOL

 

The USB 3.0 ports on 3 of my L702X machines are not working. I've already had 4 replacements for various other issues. Has anybody found a conclusion for this problem. Without requesting further replacements is there anything I can do?

 

Got my l702x 4days ago, have the same problems with the USB 3 ports. somtimes it will work for a while and sometimes they won't work at all. Not much we can do except wait for a fix after reading this forum

 

All L702X XPS computers have 2 RAM slots unless you buy the 3D model, it has four slots.

 

I got my L1702x 4 days ago everything is good except the usb 3 ports, sometimes they work sometimes not. If they start working it won't last long they disconnect after a few minutes or up to an hour, a restart will open it again for a few minutes.. I've read the dell forum from the support site, its been going on for months without a fix, it sucks to only have one working usb port(the usb 2 on left side)..

 

wow it takes 9 months to have a baby or reply to a thread...either way cool

there is also a usb 2 port on the left side


for what its worth i must have the only L702X that works...i use a western digital 2Tb my book with USB 3.0 and it works flawlessly zero problems and super fast i've copied over a terabyte to it so far

 

Well I guess the USB3 problems continue. I just recently received a L702X and tried to use the USB 3 Port several times to do a backup of the system using a new Flash Voyager GT USB 3 64 GB Thumb Drive. It starts and works for a while then freezes at about 37% completion and eventually will say the back up failed.

When using the USB2 or Combo Port the Backup completes successfully.

So I have a $100 Flash Drive capable of USB 3 speeds that can only be used for USB 2 speeds doing backups on this machine.

I have used the FV in other machines with USB3 ports in USB3 ports without any problems so it appears to be related to this Dell L102X Machine. Yes I have the current 3/2012 USB3 Driver from Dell installed.

 

Yep Yep, it's a wide-known issue with the XPS L702x.... Only way to resolve this is to contact dell via phone OR online chat. I prefer online chat because they remote control your laptop, do what they do, and issue the replacement without any hassle on your end....

Dell - Hardware Chat

Enter service tag & you're in pretty much.

None of that has anything to do with it except for the fact of you having the 3d or non-3D model.

Nope, those dell reps are right, it's only exclusive to 3d models ONLY. These are well known issues, but once they're fixed they never come back again. Every company has their ups and downs, but good luck on your next purchase

Well put

yep, you can however fit 16GB on 2 slots also. The only thing i'd like to comment on this is for everyone to remember that 3d=4 slots and non-3d=2 slots.

i had no idea we had 3 USB 3.0 ports? I thought it was only two (the two in the rear). There is nothing around this besides getting a replacement daughterboard unfortunately (sometimes they'll send you out a new MB too).

Yeah, I had the same problem, refer up above for reference on how to contact Dell about it.

lol... I'm in the same boat as you now, after Dell fixed it anyways. Honestly their service is top notch IMO. I complained about my palmrest and they replaced it, I complained about the USB 3.0 and it was fixed ASAP too.

yes, like everyone else, it's your USB 3.0 daughterboard, get it replaced by dell.

NOTE: For everyone who has a freshly sent system, I highly reccomend you get your LAN checked too (by connecting the ethernet cable and really putting your internet to the test). A lot of people are having issues with this also. Blu-ray player is a first i've heard however. I need to check mine's to make sure it's top-notch

 

You need more coffee. Read what he wrote again

 

lmao, you know me too well matt..... I'm trying to stay up 24hrs + so I can go back on my sleeping schedule. Apologies to you and RixK, I literally thought we had 3 USB 3.0 ports and was going to attempt and try to find out if the right USB port was a USB 3.0 lol

 

Just got off the chat with Dell, they are coming out to replace the entire mainboard and the daughterboard for the USB 3.0 issue

Thank you guys for the input as this issue has been driving me nuts

 

it drove me nuts too, whatever you do, after they are done... Feel around the keyboard and make SURE, absolutely sure that they've installed the keyboard and everything correctly. I had to go through the hassle of sending dell back out for a keyboard replacement. just run your fingers around the whole keyboard's edges and around the trim (not the keys) to make sure everything's functioning properly.

 

Will do, thanks for the suggestion, the guy will be here in about an hour to perform the work.

 

The L702x is an epic fail! Sorry to say this but it is true. I've been dealing with issues on my unit since the day I received it new back in Nov. 2011, then a 'brand new unit' replacement in December...and the plague continues. The most recent replacement parts were the Motherboard, Headphone Jacks/USB2.0/HDMI daughtercard, and a new Palmrest/Trackpad (this was only two weeks ago). I'm on my second Palmrest because of the non-responsiveness of the power button.

USB3.0? Yep, replaced that one too. So far it's been working fine with 2.0 devices plugged in. I don't have anything 3.0 so I'm not sure if I'm going to experience any dropouts. There are a TON of problems ranging from design-flaw to constant hardware issues but I'm not going to get into it. All I can say is: live with it for now until you upgrade to a different brand. My first and last Dell that's for sure!

 

I've also experienced the USB 3.0 problem in the two months of owning an XPS 17, using both the latest Dell driver (2.1.27.0) and the one on the Intel site (2.1.28.1), switching back and forth between BIOS A16 and A17, but to no avail.

For now, I seem to have found a solution in the latest driver (version 2.1.32.0): RENESAS/NEC Drivers & Firmwares
Of course I cannot guarantee this to work, but it really seems that it does, for me at least.

Other than older versions, there seems to be an extensive changelog now. The fixes include:

2-4. USB3.0 Devices connected with USB3.0 HUB are not detected after S3/S4 resume.
This issue occurs only under the following conditions.
- C_PORT_CONNECTION of the downstream port of the hub is not changed after resume.
- The PERSTB of the system is asserted after resume.

3-6. When one of the multiple USB3.0 hubs in cascade connection is the specific
HUB, it is not detected after S3-Resume.

Beforehand my ports randomly weren't recognised after a cold boot, reboot or from sleeping. In the last few days I have rebooted quite a few times now, transfered around 40 GB of games from the harddrive back and forth, transfered two images of Windows (43 GB and 23 GB) and none of my problems have arrised yet. This is however using a USB 2.0 harddrive, because I have no 3.0 equipment.
So my suggestion is that you guys may also try this driver and see if it works for you, maybe try it on USB 3.0 stuff. I will keep you informed.

 

Horror story time!!!

The service rep came out replaced the main board etc... Bent the palm rest, and the USB 2.0 ports don't work, and the video is now intermittent...

When he called in to tell Dell and ask for a new palm rest, they said NO!!

I then got on the phone, spoke kindly to the rep and was told that I'd have to ship the laptop back to Dell for 5 to 10 days. To which I replied NO!!! I need this unit for a presentation on Friday!!! you may send me a new unit.

After the support rep hemmed and hawed for 5 minutes and told me no, I asked for a manager... I then was told that the manager would say the same thing... I told him that was fine, that I wanted to hear it from the manager...

He came back 5 minutes later and said that the manager had approved a new unit of equal or better quality to be sent to me by Friday...

 

Make sure you confirm the specs end up being equal or better (at least once you have it)...Dell's idea of "better" doesn't always mean it is...(i.e. the high-end dual-core i7 is NOT better than even a low-end quad i7, despite the latter being cheaper...)

 

Thanks Matt... I verified that I would receive specs of an XPS exact or upgraded spec as what I have or an Alienware...

I won't accept less... Fortunately I'm in a business where we have a dedicated Dell sales rep to go to if there are further issues.

I find it amazing that
1) They didn't bother to test the boards that they sent out, and
2) that the tech bent my palm rest and instead of owning up to it, let me find out by looking at it...
It looks like he hit the thing with a hammer

Amazing !!!

 

The thing that made mine work was the hardware itself. I've tried all the drivers including the latest Renasas. Dell uses two versions of daughterboard; a generic board which looked the same and one that manufactured by Foxconn. The latter worked fine when I swapped it out. Needless to say, I called Dell and had them sent me the other USB2.0/HDMI 'daughterboard' port made by Foxconn. This shouldn't be the case but the system is working fine so far. It baffles me that Dell uses so many different manufacturers for a single part. In addition to some of the boards, this is also evidenced by the LCD panel (LG, AU Optronics, Hannstar. ChiMei, etc.) which I've sent through three just to get the right one.

 

This is the main reason why I DO NOT let any rep come close to my unit, and I am fortunate enough to be able to do all the work myself. Dell realizes this from day one when I had problems with the optical drive. When I called, I'd specifically told them I wanted to do the work myself because I wanted to avoid the slightest damages caused by a third-party or a tech, and they authorized it. After this merry-o-round, Dell continues to send me parts directly (lcd panels, daughterboards, palmrests. motherboards, etc.etc...) and the list goes on.

It is b.s. that they were trying to give you a hard time about it when in fact the damage was caused by one of their dispatched servicemen, but I'm glad they are replacing the unit for you. Make sure the replacement is not a refurbished and arrives in a 'plain brown box' compared to 'NEW' in a branded black 'Dell XPS' box.

 

1) It happens all the time, a tech i talked to has the same issue with Dell and his heart cringes because sometimes he gets some A-hole customers when its not his fault. LOL, I mean.... it's not his fault really, but it's something to expect. In all honesty, from my perspective. Dell can only do so much on their end before it ships out... Could maybe be damage on the shipping route?

2) Was I right on the money about this issue? LOL, it's happened many many times over with a few members of the board. I've had this issue too, and when my tech came back, he didn't look too happy but i just had a grin on my face and moved on about my ways. If you do something you gotta do it right! Also, these techs that come out half the time are very inexperienced. Dell does not have quality control on this (as it's not THEIR techs). These techs go by a little map sent out by Dell on how to take apart our laptops, especially with the fact of how new our L702's are and how little experience they have, the bending of the keyboard, damage to the laptop is normal. (not that we should EXPECT it, but it's a normal thing to hear =\ ).

Wow! I had no idea lol, I figured the USB 2.0 is stuck onto the laptop... I shoulda looked closer when they were breaking it down!. BTW, Foxconn is a horrible manufacturer, I'm surprised Dell even uses them as they're cheap for a reason:

Foxconn suicides - Wikipedia, the free encyclopedia
Foxconn factories are labour camps (South China Morning Post 11 Oct 2010) | Facebook

This is the reason for the most part I absolutely refuse to buy their cheap MB's for my customer desktops. I dont condone or support this as it was a big issue a bit late back. If I knew these boards were on the L702 I wouldn't have purchased it

To the DIY issue, you can do that yourself? I argued with them for a while with a loss on my end because I couldn't convince them to let me do it.... I'm a computer tech and would always rather do everything myself...

I also didn't know you could request your replacement NEW and NOT refurbished!! That's insane!

I'm on my 2nd repair, my 3rd one is on it's way soon lol.... Hopefully this battery takes a dookie on me soon, seems pretty darn reliable!

 

"1) It happens all the time, a tech i talked to has the same issue with Dell and his heart cringes because sometimes he gets some A-hole customers when its not his fault. LOL, I mean.... it's not his fault really, but it's something to expect. In all honesty, from my perspective. Dell can only do so much on their end before it ships out... Could maybe be damage on the shipping route?

2) Was I right on the money about this issue? LOL, it's happened many many times over with a few members of the board. I've had this issue too, and when my tech came back, he didn't look too happy but i just had a grin on my face and moved on about my ways. If you do something you gotta do it right! Also, these techs that come out half the time are very inexperienced. Dell does not have quality control on this (as it's not THEIR techs). These techs go by a little map sent out by Dell on how to take apart our laptops, especially with the fact of how new our L702's are and how little experience they have, the bending of the keyboard, damage to the laptop is normal. (not that we should EXPECT it, but it's a normal thing to hear =\ )."

You were dead on about the palm rest issue, even after seeing it dented I checked it and it was not installed tightly at all...
The tech was decent enough, but he had no idea that after he installed a mobo that Windows would then need drivers installed for it...

Deer in the headlights look kinda said it all.

 

yeah, same with my tech on his first visit. He was like well maybe "blah blah blah" I told him it's because Windows identifies each peripheral like a serial # on a laptop. But he doesn't take my word for it.... Said it's the first time he's seen it LMAO

 

Yeah dude, I did this from the very first week after I received my unit back in Nov. '11. It all started off with the Blu-Ray rom. I called them about the issue and they wanted to send out a tech to do the swap but I refused unless I can do the work myself, this would further prevent me from calling them back and complain about scratches and/or damages usually caused by a tech. When I received the part, it was a Panasonic BD-Burner instead of the Lite-On DVD-RW/BD-ROM (or a Sony Optiarc), so I was grinning from ear to ear! From thereon problems started to rise, parts were sent out along with return labels. They basically got me on record as a 'tech' myself so that was kind of easy. I became fairly unhappy with the unit and the overall quality of Dell. After weeks of contemplating, they've decided to completely build me a brand new unit to avoid a refund (which I was still under the 21-day window). I told them the only way I'll agree to it if the unit would be NEW, and not a refurb and I wanted all in writing which they'd provided. I received my new XPS in 10 days, a bit better then the previous one but still has its problems. So ever since, the 'tech' in me began. The thing is, you'll just have to explain to them nicely, that's why I've always 'phone-in' instead of chat, except for one time when it was early in the morning where I had to do a chat and they were able to look up my history and sent out the parts.

Regarding Foxconn:
They are not the best but they are better than most parts I've seen and used. I was a die-hard Micron computer user and that was all I had from the past but unfortunately they no longer exist. Foxconn was a heavy supplier to Micron from the heydays so I am somewhat comfortable with the make compared to other lesser known/unknown manufacturers -- speaking of which and depending on one's luck, such as the problematic USB3.0 board supplied to Dell. My replacement L702x was having issues with both sides of the USB boards. First it was the 2.0/3.0 on the left/rear; replaced that with the Foxconn, and then the right 2.0/HDMI (problems w/ headphone jack) which I've also replaced with Foxconn and both are working fine now. Oh, and the incident with Apple/China was all greed, it's a battle of pointing fingers between Apple and Foxconn, either way - bad!

 

So I get an email today stating that my swap has been processed...
Logged into chat to verify specs as they never called me as they were supposed to.
Tech in chat says identical PC in Black dell box.
I informed him that if a brown refurb box shows up it will be refused.

Since they gelded my i7 into a dual core, I hope it arrives quickly

 

Yikes! And yes, Foxconn parts are legit, very low failure rate, and I use to never have problems with them until I heard about their child labor acts. I also use Asrock boards (even though advised against it), they work damn well IMO. Same thing with Nike, I don't support them anymore either. I'll only buy a pair if it's my last resort, and it's usually nothing fancy. (I hope Express clothing line doesn't do the same thing as the two previous, i've invested in 10k+ in express clothing line LOL.) Back on topic, how is your NEW laptop treating you now?

You should get a DOA notice. I'd say give it a week and it'll be there LUCKY YOU! I'd love a laptop replacement, i'm afraid of my L702x's reliability, like my M1330's battery, CFL bulbs (in the laptop screen) camera and trackpad (all parts were replaced, except for battery). I'm crossing my fingers in hopes this laptop will be as reliable as my good ole toshiba satellite That thing's still in the next room, on 24/7. I use it for printing and stuff lol.

 

Nothing is as reliable as the Toshiba Satellite...
I buy them for all of the Execs here as they are pretty much bullet proof

 

You're definitely right about that! At work, the only time I get those suckers in is when customers break the HDD (from usage on their lap combined with shaky legs). Other than that they're AWESOME laptops as it is. Only downfall, IMO is that they dont have a load of goodies like Dell XPS laptops have

EDIT: Yikes, I took a gander at Toshiba's website at the Qosmio laptop, very comparable specs, and a very competitive price TBH (the the XPS anyways).

Toshiba Qosmio X775-3DV80 17.3" widescreen Laptop (Red) | Laptops | Computers | us.toshiba.com

 

I have a 18 in Qosimo sitting on my desk as I type this...

It is a beast!!!!

And yes the only issues I've had with the Toshibas are when the guys kids knock them off the table and blow up the HDs

 

The replacement works fine. I'll just have to live with the occasional usual video flash from the screen (like someone put a camera in front of your face and 'flash'). I also got 3 users setup on my XPS and whenever it is being switched, sometimes it will give me a "battery needs to be replaced" warning even though the battery is not lodged in because I always remove it when the unit is using AC power. The BIGGEST problem I've had with it was the loose DC jack connection (I'm sure many others are suffering with it also) but I got my own DIY for that and now it is permanently fixed. There's also other minor yet very irritating issues that occurs during usage but I'm not gonna bore you with it, other than that I do like the power from the i7 (but that's Intel and not Dell) and the 8Gb RAM, again, not Dell.

Regarding Toshibas, that was my initial choice since I'm still using one as we speak. I was looking at the newest Satellites with almost identical specs before considering a Dell, but when I saw it live I didn't like the design. The 'tree bark' style plastic material casing made it looked VERY cheap, in other words FUGLY! Also checked out ASUS but they didn't offer backlit keys and that was a major deal-breaker. So here I am -- ended up with this nightmarish beast of a Dell.

 

Wow... I am so glad I read this thread... I was looking to buy an XPS 17 for music production and speed and memory is essential for what I do... I can not believe all the problems with these units and yet dell continues to push them...

 

Sry to revive an old thread but I have a slightly different problem with my USB3 ports:
The right one works no problem with USB 3.0 HDDs, the left one however just keeps disconnecting the hdds after a minute or so only to reconnect it and disconect again. This only happens with USB 3.0 devices though, my USB 2.0 HDD/Mem Sticks work just fine.

So my right port works ok while the left one only works with 2.0 devices.
Is this a case of replacement? The problem is, where I live (switzerland) they don't offer the service where technician comes to your place and fixes it. You HAVE TO send it in which may take up to 2 weeks :-O

Also I'm afraid I'll end up with more problems than before the repair. So far I'm super happy with the machine, gaming performance is amazing given the price tag of the unit, and evrything else works so far. My 1year warranty expires in january, so i'm kind of forced to make a decision...

Any advice is much appreciated