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USB C Docking Issue - 11th Gen Intel(R) Core(TM) i5-1135G7 at 2.40GHz

Colin1Short
Beginner
1,635 Views

We've got an issue where the USB bus seems to crash intermittently when connected to any USB C docking station (tried it on 4 different branded docks). Everything works for a while and then suddenly all USB devices connected through the dock and connected locally to the laptop stop working. The only way to resolve the issue is to restart the laptop. It then works for a bit before it crashes again. The system event log shows no error.

We have many laptops deployed across our environment and have isolated the fault to all laptops (40+) (HP and Surface) that have the 11th Gen Intel(R) Core(TM) i5-1135G7 at 2.40GHz. We tried updating drivers, downgrading drivers, upgrading windows 10 and downgrading windows 10 but it still does the same thing.

Would be grateful if anyone has advice?

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n_scott_pearson
Super User
1,611 Views

This points to the SoC's embedded PCH. My first question is thus: Have you installed the latest Chipset Device Software (a.k.a. INF Update) package for this processor? While the USB drivers are distributed inbox with Windows 10, the Chipset Device Software package includes INF files that optimally configure these drivers for this processor family.

Hope this helps,

...S

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Colin1Short
Beginner
1,501 Views

Hi Scott

Yes, all the latest drivers have been installed. Still experiencing the same issues across all 11th Gen 1135G7 machines on both windows 10 and 11

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Jean_Intel
Employee
1,610 Views

Hello Colin1Short,


Thank you for the information provided.  


I will proceed to check the issue internally and post back soon with more details. 


Best regards, 

Jean O.  

Intel Customer Support Technician


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Jean_Intel
Employee
1,571 Views

Hello Colin1Short,


Thanks for waiting for a response.


This issue is not related to the processor as the USBs will connect directly to the chipset, you should contact with your system manufacturer. 


Best regards, 

Jean O.  

Intel Customer Support Technician


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Colin1Short
Beginner
1,501 Views

Hi Jean

As per my original post, we're experiencing this across multiple manufacturers (HP, Lenovo and Microsoft) and the only thing that they all have in common is the 11th Gen Intel i5 1135G7 processor. They have all the latest drivers and happens on Win10 & Win11. 

 

Regards

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