USB-C port only works if devices plugged during boot, and won't be recognized if Windows is running

Question

USB-C port only works if devices plugged during boot, and won't be recognized if Windows is running

Tung Duong Ngo 6

Hello community.
My Dell XPS 9560 has an USB-C port, and it doesn't work correctly. If I plug in a device during boot (I mean before pressing power button), Windows can recognize it and things work normally. However, if Windows already boots and is running, Device Manager shows driver (USB 3.1 extensible), then it's gone immediately and I can't use the USB device. The problem has become popular in community and it seems to be caused by Windows 2004 update and still presents in 20H2 update. Some users find out the problem might relate to power manager function of Windows. Disabling the USB selective suspend setting in Windows power option can solve it, but has side effects (sometimes it doesn't work, and plugging in causes audio distortion).
workaround: https://www.dell.com/community/XPS/XPS-15-9560-Type-C-not-working-after-2004-Windows-update/td-p/7651784/page/3
problem confirmed: https://www.reddit.com/r/Dell/comments/hfx9d4/xps_9560_usb_typec_thunderbolt_port_not_working/

My question is: How can I trace the cause of this problem? I have tried using EventGhost to see what's happening during the plugging in but it shows nothing. Do you have any idea to resolve it completely? We are very tired of waiting for Dell support. They response by email that we need to extend the Warranty license to get the support.
Thank you.

RA 1 Reputation point

2022-01-08T21:43:39.047+00:00

Hi, did you ever find a solution for this please? I have had the same issue as well and haven't been able to find a solution. Thank you
Docs 15,661 Reputation points

2022-01-08T23:34:45.87+00:00

Please open a new thread and report the steps performed.

Post share links for: Speccy and V2

For share links please use one drive, drop box, or google drive.

https://www.ccleaner.com/speccy

https://www.tenforums.com/bsod-crashes-debugging/2198-bsod-posting-instructions.html

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Tung Duong Ngo 6 Reputation points

2022-01-09T13:29:25.537+00:00

I haven't yet. I'm using XPS 9570 model now and I have no issue, and I guess the problem still remains in 9560 model and in the community. I'm tired to get attention from Microsoft and Dell. Their service requires extended warranty plan. I hope you can try to contact with Docs-4663, who has replied you few hours ago. I think it's a problem of both Microsoft and Dell, since it happens with Windows 10 2004 and later. Dell is actually responsible for their driver issues. too, so the hardest thing to do is to raise attention from community and push some pressure to Dell.
I hope you can get it working well.
Amandip Singh Parmar 0 Reputation points

2025-06-04T15:22:34.24+00:00

Hello everyone

Im on the latest Windows 11 Dev build and can confidently mention here that while I tried all the solutions above and after endlessly googling and searching for a solution for the past 3 years. THE SOLUTION is pretty simple..

DISONNECT ANY USB C DEVICE ATTACHED

DISABLE USB POWER SUSPEND which is located in the windows power settings->advanced USB settings menu.

RESTART YOUR LAPTOP

ANNNNNDDDD BINGO!! EVERYTHING WORKS NOW!! (POWER DELIVERY & DATA DELIVERY)

2 answers

Your answer

RA 1 Reputation point

2022-01-08T21:43:39.047+00:00

Hi, did you ever find a solution for this please? I have had the same issue as well and haven't been able to find a solution. Thank you
Docs 15,661 Reputation points

2022-01-08T23:34:45.87+00:00

Please open a new thread and report the steps performed.

Post share links for: Speccy and V2

For share links please use one drive, drop box, or google drive.

https://www.ccleaner.com/speccy

https://www.tenforums.com/bsod-crashes-debugging/2198-bsod-posting-instructions.html

.
.
.
.
.

Please remember to vote and to mark the replies as answers if they help.

On the bottom of each post there is:

Propose as answer = answered the question

On the left side of each post there is /\ with a number: click = a helpful post
.
.
.
.
.
Tung Duong Ngo 6 Reputation points

2022-01-09T13:29:25.537+00:00

I haven't yet. I'm using XPS 9570 model now and I have no issue, and I guess the problem still remains in 9560 model and in the community. I'm tired to get attention from Microsoft and Dell. Their service requires extended warranty plan. I hope you can try to contact with Docs-4663, who has replied you few hours ago. I think it's a problem of both Microsoft and Dell, since it happens with Windows 10 2004 and later. Dell is actually responsible for their driver issues. too, so the hardest thing to do is to raise attention from community and push some pressure to Dell.
I hope you can get it working well.
Amandip Singh Parmar 0 Reputation points

2025-06-04T15:22:34.24+00:00

Hello everyone

Im on the latest Windows 11 Dev build and can confidently mention here that while I tried all the solutions above and after endlessly googling and searching for a solution for the past 3 years. THE SOLUTION is pretty simple..

DISONNECT ANY USB C DEVICE ATTACHED

DISABLE USB POWER SUSPEND which is located in the windows power settings->advanced USB settings menu.

RESTART YOUR LAPTOP

ANNNNNDDDD BINGO!! EVERYTHING WORKS NOW!! (POWER DELIVERY & DATA DELIVERY)

Answer 1

Hi,
Please keep driver updated from Dell's official site: https://www.dell.com/support/home/en-sg?app=drivers

Also try logman.exe trace.
USB insertion is not a logged event in windows event viewer by default. You can create event traces for USB devices using logman by following these steps in this article:
How to: Use LogMan to Collect Event Trace Data

In an administrative command prompt enter the following

logman create trace -n usbtrace -o %SystemRoot%\Tracing\usbtrace.etl -nb 128 640 -bs 128  
logman update trace -n usbtrace -p Microsoft-Windows-USB-USBXHCI (Default,PartialDataBusTrace)  
logman update trace -n usbtrace -p Microsoft-Windows-USB-UCX (Default,PartialDataBusTrace)  
logman update trace -n usbtrace -p Microsoft-Windows-USB-USBHUB3 (Default,PartialDataBusTrace)  
logman update trace -n usbtrace -p Microsoft-Windows-USB-USBPORT  
logman update trace -n usbtrace -p Microsoft-Windows-USB-USBHUB  
logman update trace -n usbtrace -p Microsoft-Windows-Kernel-IoTrace 0 2  
logman start -n usbtrace

This will create a trace at %SystemRoot%\Tracing\usbtrace.etl

This log can become excessively large and logging all activity for the USB stacks is not going to be a good idea between multiple sessions, this is more for troubleshooting USB activity.
USB disks will cause event ID 4688 to be logged to Windows>Security when inserted and mounted by the OS, maybe that's enough but there isn't a log entry anytime a USB device is connected.

Please note: Information posted in the given link is hosted by a third party. Microsoft does not guarantee the accuracy and effectiveness of information

Best regards.

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Answer 2

Reza-Ameri 17,331 Volunteer Moderator

Check event viewer and see if there is any log files there.
Since this is a known issue, then open start and search for feedback and open Feedback Hub app and report this issue , you may ask other people who are facing the same issue to report it to or upvote it, so Windows team would be able to investigate.

Tung Duong Ngo 6 Reputation points

2021-02-18T03:44:02.327+00:00

Thank you. I have created the feedback and hopefully somehow reach the engineer.
https://aka.ms/AAb7f30

Can you tell me where to look in event viewer?

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USB-C port only works if devices plugged during boot, and won't be recognized if Windows is running

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