MP3 firmware problem

[KrmBra]

My Mp3 player has 1.2.2023-11-15_Intel firmware but my laptop stopped recognizing it producing an error message : "driver error" (connected via USB cord). Laptop is up to date on updates.

As a result I cannot update the driver/firmware.

Laptop specs below:

[VonM_Intel]

Hi, KrmBra.

Thank you for posting in our Community. Based on your report, it appears that your device is running firmware version 1.2.2023-11-15_Intel, and your laptop is generating a "driver error" when attempting to connect via USB. Given that your system is fully updated, we’ll need to explore several potential root causes, including USB driver conflicts, firmware communication breakdown, or OS-level blocking.

To move forward efficiently, could you please provide the following information:

• Have you tested the MP3 player on a different system or USB port to isolate whether the issue is hardware- or system-specific?
• Prior to this issue, was the MP3 player recognized without error?
• Did any specific software, firmware, or driver updates occur around the time the issue began?
• Could you share the full error message or error code shown in Device Manager (if available)?
• Does the device show up under "Unknown Devices" or "Portable Devices" in Device Manager?

Additionally, If you've already taken any steps to resolve this issue before reaching out, please share those details with me so I can avoid repeating any unnecessary actions.

Have a nice day!

Best regards,

Von M.

Intel Customer Support Technician

[KrmBra]

Thanks for the answer Von.

I tried different ports without success and different USB cords. The device worked in the past but was occassionally quirky. A reboot fixed the problem last time (3-4 months ago) but not this time. 

I used an old desktop (its completely off-line, no virus protection) running windows 10 PRo (Intel i7 -4790 - 64 bit) and it worked without a problem.

The device manager shows unknown usb device message. All error messages are reported complete - no further details.

[VonM_Intel]

Hello, KrmBra.

Thank you for your detailed update and for confirming the results of your testing. Given that the device worked reliably on your offline Windows 10 Pro desktop (i7-4790), this strongly suggests the hardware itself is still functional. However, since you're encountering the “Unknown USB Device” error on your primary system, we may be looking at a driver conflict, power delivery inconsistency, or a Windows-level USB controller issue. I understand that you have a laptop. Since this is an OEM (Dell) original equipment manufacturer device, please take into consideration that our support may be limited since we are not familiar with the technology, settings, customizations, custom drivers, and features that the OEM has designed and installed your system, nevertheless, I will do my best to assist you with your concern.

You mentioned that the device manager shows an unknown USB device message. Could you please share an image, if possible, regarding the exact error message or error code displayed in Device Manager, and let me know if there's a yellow exclamation mark () icon next to the device?

Best regards,

Von M.

Intel Customer Support Technician

[KrmBra · Accepted solution]

I just plugged in the device to give the information you asked, and it connected instantly. Absolutely crazy

[VonM_Intel]

Hello, KrmBra.

Thank you for the update. Technology can sometimes behave unpredictably, and based on your experience, there may be an underlying issue with the hardware or device in use. That said, I’m glad to hear the device is now connecting successfully. I truly appreciate you sharing the outcome, as it could be valuable to others in the community encountering similar challenges. If the issue returns or you notice any irregular behavior, please don’t hesitate to reach out, we're here to support you.

In the meantime, would it be alright to close this thread?

Best regards,

Von M.

Intel Customer Support Technician

[KrmBra]

Thank you for trying to help - OK to close

[VonM_Intel]

Hello KrmBra,

Have you had a chance to review my previous response? Please let us know if you require any further assistance. I'm here to help.

Best regards,

Von M.

Intel Customer Support Technician

[VonM_Intel]

Hello KrmBra,

You're very welcome, I'm glad I could assist. In the meantime, I will close this inquiry now. If you need further assistance, please submit a new question as this thread will no longer be monitored.

Wishing you a great day ahead.

Best regards,

Von M.

Intel Customer Support Technician