USB 2.0 Stopped Working after 3.2 Update - Support is Useless

[Hank Chill]

This report is more for the software engineers, as I don't really expect the community to be able to assist with this issue, since this is a BIOS level problem that I've been trying for weeks to get sorted out.

Essentially, since the 3.2 update that included a BIOS update, USB 2.0 devices are no longer recognized by my Steam Deck at all. This means keyboards, mice, flash drives, are no longer usable. USB 3.0 devices, however, still work perfectly fine. I spent a lot of time in Desktop mode on my deck, and since 3.2, have no longer been able to, which has been a bit disappointing.

I have opened a support ticket to connect with someone from the Steam Deck team weeks ago, and the support staff have decided that they would not help at all, saying there was nothing they could do, when I made it very clear that I am an expert in this field and would like to speak with someone on a technical level to discuss the problem to see if we can find a fix that would not only benefit myself, but others who may unknowingly be experiencing the same issue, but never noticed because they don't use their Deck the way I do.

I have also tried reaching out directly to Lawrence Yang as he has had the most prominent social media presence, and that went ignored as well. Aside from posting here, a last ditch effort would be to reach out directly to Gabe Newell himself to alert him that his most passionate, die hard fans of the Steam Deck are being tossed aside and ignored, but knowing my luck, that would get lost in the void too.

So what did I do so far to try and sort this out?
- I've downloaded the recovery image and did a complete factory restore on the Deck via USB 3.0 flash drive, which again, mounts without issue. This did not resolve the problem.
- I performed a total BIOS reset via the Volume Down + (...) button + Power, (waited for the 2nd chime, let it go through it's reset, and then boot back up). This again, did not fix anything.
- Booted into the BIOS (via Volume Up + Power) to do a reset of default BIOS settings from there. I wasn't expecting that to do anything since I did the complete reset, but I figured I would try. No difference.
- I watched the logs as I connected and reconnected the USB keyboard or mice using the 'sudo dmesg' command. No logs gets registered when plugging in any USB 2.0 device whatsoever.
- Tested with another USB 3.0 device, a hard drive dock. It was immediately recognized. I have a USB 2.0 hard drive adapter as well so I tried that, and sure enough, nothing. USB 2.0 flash drives also do not mount, only USB 3.0.
- Booted into a Windows 10 Installation via flash drive, and even there the USB 2.0 devices will not work. This leads me to believe that this is on the BIOS level.

If any Valve employees who work on the software engineering side for the Steam Deck browse these forums -- please reach out to me. I'm more than technically capable to perform whatever tests necessary to help find a solution.

[Zosuzne]

Just a thought I had reading this, but considering your USB 2.0 devices don't even show up in dmesg, I'm not so sure this is a software problem, what if instead there's something wrong with the D+ and D- conductors of the USB-C port on the Steam Deck?

USB 3.x devices actually negotiate for USB 3.x first and if that fails they drop to USB 2.0 mode and pull up the D+ line, otherwise they stay inactive.

What happens if you plug a USB 3.x hub into the Steam Deck and then plug a USB 2.0 device into said hub?

Another thing, in desktop mode, in the Info Center check the USB Devices menu, how many xHCI Host Controllers show up?
It should be four, two for USB 2.0 (480 Mbit/s) and two for USB 3.2 Gen 2x1 (10000 Mbit/s).

[Hank Chill]

Postat inițial de Zosuzne:

Just a thought I had reading this, but considering your USB 2.0 devices don't even show up in dmesg, I'm not so sure this is a software problem, what if instead there's something wrong with the D+ and D- conductors of the USB-C port on the Steam Deck?

USB 3.x devices actually negotiate for USB 3.x first and if that fails they drop to USB 2.0 mode and pull up the D+ line, otherwise they stay inactive.

What happens if you plug a USB 3.x hub into the Steam Deck and then plug a USB 2.0 device into said hub?

Another thing, in desktop mode, in the Info Center check the USB Devices menu, how many xHCI Host Controllers show up?
It should be four, two for USB 2.0 (480 Mbit/s) and two for USB 3.2 Gen 2x1 (10000 Mbit/s).

I guess I forgot to mention that I do use a USB 3.0 Hub, I've been using an Anker PowerExpand+ 7 in 1 USB-C dock since I got my Steam Deck (I got one of the OG decks, as I got my deck in the first batch, I know, lucky me right? haha).

I also do have all four xHCI Host Controllers in my Info Center. When I plug in my dock, it shows up as a USB3.0 Hub perfectly fine, however any USB 2.0 device I plug in, while does get powered on (i.e. an optical mouse, the red laser does turn on), the Deck still does not recognize it, and it does not show up as a connected device under the USB3.0 Hub. However, my USB 3 flash drive shows up without issue.

While it's difficult to say for 100% certainty that it is a firmware problem, the fact that it literally stopped working right after the 3.2 update, that updated the BIOS, can't be a coincidence, since after that update, no matter what OS I boot into, USB 2.0 devices no longer work. This is why I want to work with a software engineer to possibly downgrade the BIOS to see if USB 2 functionality returns. If it does not, then that means there is a hardware fault, and then at that time I will RMA the deck if necessary.

I'm just trying to avoid an RMA because I spent money on my dBrand skin and screen protector, and I'd be literally throwing money in the trash getting a replacement unit.

[Zosuzne]

The reason why I asked about using a USB 3.x Hub is because they work differently from USB 3.x devices, they are simultaneously a USB 3.x and USB 2.x hub instead of exclusively USB 3.x, they use USB 2.x for connected USB 2.x devices. I was assuming you were using a passive adapter.

Have you ruled out the dock perhaps being the cause?

If I go to the Info Center with a USB Receiver (USB 2.0/1.1) connected to my dock (a "UGREEN 10 in 1 USB C Hub") it looks like this:

┝━ xHCI Host Controller (4)
ᐯ xHCI Host Controller (3)
│ ┝━ 802.11ac WLAN Adapter
│ ┕━ Steam Controller
ᐯ xHCI Host Controller (2)
│ ᐯ USB3.1 Hub
│ ┝━ USB3.0 Card Reader
│ ┝━ USB3.1 Hub
│ ┕━ USB 10/100/1000 LAN
ᐯ xHCI Host Controller (1)
  ᐯ USB2.1 Hub
  │ ᐯ USB 2.1 Hub
  │   ┕━ USB Receiver
  ┕━ Generic Billboard Device

And with a passive A-to-C adapter like so:

┝━ xHCI Host Controller (4)
ᐯ xHCI Host Controller (3)
│ ┝━ 802.11ac WLAN Adapter
│ ┕━ Steam Controller
┝ xHCI Host Controller (2)
ᐯ xHCI Host Controller (1)
  ┕━ USB Receiver

I noticed you didn't mention anything about a USB 2.x hub showing up in Info Center.

Do you have any passive adapters you can use to test if that allows your USB 2.x devices to show up on the Deck?

And any other USB type-C host device to test the dock with?

(I also have an early batch Deck that got the text mode BIOS update screen, currently running SteamOS 3.3 Beta 20220630, BIOS Ver F7A0105)

[Hank Chill]

I'm out right now and don't have my Deck on hand, but I had also tried with a passive Type C to Type A adapter (2 of them actually), and the same behaviour is exhibited, so it's definitely not the USB hub. When the 2.0 devices stopped working, I thought it might have been the hub too, but plugging the hub into my Surface works just fine with all devices, so it's definitely not a hub issue.

I did say that I had all 4 xHCI controllers - two USB 3 and two USB 2. It shows them all there. Sorry if I did not clarify that :)

It's been a fruitless endeavor trying to get in contact with someone from a higher tier of support - all I want to do is downgrade the BIOS to determine once and for all if it's hardware or software :) it could very well be some pins in the port have gone faulty, but aside from pulling apart the device and measuring data lines with an oscilloscope which I don't have, doing a BIOS downgrade would be the easiest way to determine if part of my port has failed. It just seems way too coincidental that 2.0 devices stopped working the moment the 3.2 update and F7A0105 was installed.

However, if I can't get any answers from Valve after a few more days, I'm just going to RMA it because it's been weeks with no resolution and no support. No point in trying to stretch it out further if every avenue of contact to determine the root issue just ends in nothing.

[Rodomar705]

I have the same exact issue. Charging is fine, USB 3.0 devices are fine, but any other USB 2 communication doesn't work, even from BIOS. Have you fixed the issue?

[Prezidentas]

using my UGREEN C to A adapter I can confirm that my keyboard (USB 2.0 ofc) does work. Bluetooth and the controls of the deck use USB 2.0 as their interface, do those work?

[Rodomar705]

Yes, they do work. Only the external USB 2.0 port doesn't work. The same adapter on a desktop and a laptop just works without issues; and being passive I do not see how it can behave differently on the Deck.

[Hank Chill]

I ended up having to deal with quite an ordeal with the terrible first tier support. So after I did some additional tests (verifying USB 2.0 power, but zero data activity), I was able to come to the conclusion that the issue is not in fact software, but was a hardware problem that required RMA. I opened up a 2nd support ticket to Valve, and the same unhelpful staff who responded to my first ticket, decided to just close my 2nd ticket with the same useless pre-canned response and did not even read the ticket notes.

I opened a THIRD support ticket and demanded that it be escalated to their 2nd level support team. After two weeks of opening my initial support ticket to request an RMA, their 2nd level staff (or at least someone that doesn't have total barf-for-brains) apologized for the previous agent's lack of support, thanked me for the incredibly detailed outline of the problem and all of the legwork I had done, and issued me an RMA without question.

I received my replacement Steam Deck last week. Everything functions exactly as it should now, and all USB devices are now usable without issue.

If you're experiencing the same issue, I recommend an RMA. I was trying to avoid it for as long as I could because I had a dbrand skin and tempered glass on it, and would be just throwing money away by doing the RMA, but it became clear that I wasn't going to have a working USB port unless I replaced my Deck.

[KickAssDave]

OK... so after EXTENSIVELY trying to fix crashing issues myself.. I ended up here.
I noticed when trying out various linux distros that I was seeing a lot of random errors in relation to xhci

Most distros straight up say the device is missing firmware...

what's interesting is.. I think this is extremely similar to what happened to mine.

I had an issue with my first device (screen bubbles) sent back, new one seemed fine, but I fairly shortly in, enabled the "main" channel and ever since then I have not been able to fix these stability issues.

You can update the BIOS via the Steam Deck image (there's a built-in tool which you just point at the fw)

I tried downgrading to 0105, but unfortunately, it was still borked...

Looking like I'll have to RMA too :(

[RobDroppy]

Dang, I’m having the exact same issue. No usb 2.0 devices working. Usb c and usb 3.9 work just fine. I can’t get any of my keyboards to work and I’ve tried 3 different hubs.

[{SWT}UNreal]

Postat inițial de Hank Chill:

I ended up having to deal with quite an ordeal with the terrible first tier support. So after I did some additional tests (verifying USB 2.0 power, but zero data activity), I was able to come to the conclusion that the issue is not in fact software, but was a hardware problem that required RMA. I opened up a 2nd support ticket to Valve, and the same unhelpful staff who responded to my first ticket, decided to just close my 2nd ticket with the same useless pre-canned response and did not even read the ticket notes.

I opened a THIRD support ticket and demanded that it be escalated to their 2nd level support team. After two weeks of opening my initial support ticket to request an RMA, their 2nd level staff (or at least someone that doesn't have total barf-for-brains) apologized for the previous agent's lack of support, thanked me for the incredibly detailed outline of the problem and all of the legwork I had done, and issued me an RMA without question.

I received my replacement Steam Deck last week. Everything functions exactly as it should now, and all USB devices are now usable without issue.

If you're experiencing the same issue, I recommend an RMA. I was trying to avoid it for as long as I could because I had a dbrand skin and tempered glass on it, and would be just throwing money away by doing the RMA, but it became clear that I wasn't going to have a working USB port unless I replaced my Deck.

Can you please share your ticket. I have the same issue and I can just send them what you did please. This is a hardware issue and they are jerking us around.

[deaddoof]

Postat inițial de {SWT}UNreal:

Can you please share your ticket. I have the same issue and I can just send them what you did please. This is a hardware issue and they are jerking us around.

Are you sure about that? Are you using the same dock or usb 3 to usb 2 converters as the OP?

USB hubs pretty much vary in quality. Some work. Some dont. Many vendors only test windows only.

[RobDroppy]

With just a little back and forth and me CLEARLY explaining the issue they immediately authorized an RMA for me.

[MuddyWaters79]

I am currently having this same issue with my 1TB OLED model…