ACER SWITCH SW5-17 Dock problem (USB not recognized)

JiM290
JiM290 Member Posts: 6 New User
in 2016 Archives

Hi all,

Bought this device in September; and was mid satisfied because of the slow speed and few seconds lag here and there.

I use it for Browsing, Mail, and Social networks, composing under Guitar pro, reading books.

 

I encounter a problem since 3 days : when putting the tablet on its dock, windows detects it (sound heard) then disconnects it, showing the message "Unrecognized USB device". Keyboard and trackpad are then unusable at all.

 

-Tried to figure out any wrong contact : there is none.

-Reinstalled Acer Mode Change and restarted : keyboard and trackpad were back for few minutes,

-Uninstalled the Windows Update 1067 restarted, keyboard and trackpad were back for 2 hours.

-Untick "Allow the computer to turn off this device to save power" fro mthe device manager on USB port

 

The worst thing is that when dock has turned off, simply removing and putting back the tablet, and immediately touching the trackpad, i can see the mouse pointer move for a second before it goes off when Windows detects / then states that USb is not recognized.

 

It is a real pain in the...shoulder, as you can imagine

 

Does anybody encountered the very same problem ? any workaround so far ?

 

Have a nice week.

Answers

  • JiM290
    JiM290 Member Posts: 6 New User

    Didn't try Microsoft USB Trouble Shooter tool yet, will do this evening

     

    https://support.microsoft.com/en-gb/help/17614/automatically-diagnose-and-fix-windows-usb-problems

  • billsey
    billsey ACE Posts: 34,246 Trailblazer

    Could be a corrupt driver, it would use the generic until it recognizes the keyboard then it would load the corrupt one. The Windows troubleshooter should fix that though. If it doesn't try removing the drivers and reboot which would force a reinstall.

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • JiM290
    JiM290 Member Posts: 6 New User

    Thanks for your help.

     

    I tried these actions last evening, without any success:

    -Microsoft USB Troubleshooting tool stops because the driver has the "Failed reset port"

    -Removing the drivers and rebooting doesn't do any change.

     

    Fact is, when i came back home, i started the unit and was able to use mouse and keyboard for few minutes. AFK for few minutes, when i came back, out of sleep mode, both weren't working at all.

    Verified the Power parameter of Root USB Device which were back to "Allow the computer etc." Unticked them. rebooted. Still doesn't work either.

     

    Have a nice day

     

     

  • billsey
    billsey ACE Posts: 34,246 Trailblazer

    I think somehow the driver files aren't being removed during the uninstall. Make sure you have clicked the remove files option.

     

    I suppose there is a chance there is a hardware problem, but I can't envision how it would cause these symptoms.

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • JiM290
    JiM290 Member Posts: 6 New User

    I assume the very same thing. But i am not aware about the option you are talking about... i only uninstall driver from the device manager, and dont see this kind of option. Can you open my eyes ?

    have a nice week end

  • JiM290
    JiM290 Member Posts: 6 New User

    Hello,

    it seems i found a way to get rid off this symptom.

    I only use the Acer Care Center cleaning tool to delete 30GB of temporary files; there was then "only" 3 GB left on the main drive.

    After cleaning, i tried  to deconnect and reconnect the tablet several times to the dock, put it on sleep and back etc. no more problem so far (since yesterday morning)

     

    The solution (if it is) is a bit weird, though...

     

    Have a nice week-end

  • billsey
    billsey ACE Posts: 34,246 Trailblazer

    Wow... I can't think of any reason that worked. One more arrow for the quiver. Smiley Happy

    Click on "Like" if you find my answer useful or click on "Yes" if it answers your question.
  • JiM290
    JiM290 Member Posts: 6 New User

    Honestly dont know at all. sound pretty weird to me too...

    Only had the same problem for 2 mins on saturday, reboot and all went back ok.

     

    I'd like to give it a week more testing, to be sure it can somehow be considered as one of the solutions

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