Dell XPS 13 9370: xhci_hcd dead, no touchpad, USB bus deregistered

[Aslak Ransby]

My touchpad on my xps 9370 stopped working, probably caused by xhci_hcd crashing on starup. It crashes consistently from cold boot aswell as resume.

I've just installed the new firmware updates with the Intel microcode updates, so my best guess it's related to that or a hardware failure?

I'm running ubuntu 19.04 kernel 5.0.0.17.18 and tested with the 5.1.11 mainline kernel, which produces same crash behaviour.

dmesg output attached

user@computer:~$ fwupdmgr get-devices
XPS 13 9370 Thunderbolt Controller
  DeviceId: bf39921c7856fb47bd70b743875a5c27ffdebb5e
  Guid: 4eeb9d07-a96c-56d6-92d3-4a23ee7a6e4a
  Summary: Unmatched performance for high-speed I/O
  Plugin: thunderbolt
  Flags: internal|updatable|supported|registered
  Vendor: Dell
  VendorId: TBT:0x00D4
  Version: 33.00
  Icon: computer
  Created: 2019-06-18

XPS 13 9370 System Firmware
  DeviceId: 8a21cacfb0a8d2b30c5ee9290eb71db021619f8b
  Guid: 7ceaf7a8-0611-4480-9e30-64d8de420c7c
  Plugin: uefi
  Flags: internal|updatable|require-ac|supported|registered|needs-reboot
  Version: 0.1.10.0
  VersionLowest: 0.1.10.0
  Icon: computer
  Created: 2019-06-18
  UpdateState: success

PC401 NVMe SK hynix 512GB
  DeviceId: f954c7acdf5fab61aeaca1cd71d29ea5ade6992f
  Guid: 2260c743-963b-566e-93f1-8223c3e6b87b
  Guid: 8c1c105b-8aad-5ad2-9d67-68d143164128
  Guid: c28fdadd-607d-578c-b6ed-60ac49682904
  Summary: NVM Express Solid State Drive
  Plugin: nvme
  Flags: internal|updatable|require-ac|registered|needs-reboot
  Vendor: SK hynix
  VendorId: NVME:0x1C5C
  Version: 80003E00
  Icon: drive-harddisk
  Created: 2019-06-18

________________________________________________

Devices that have been updated successfully:

 • XPS 13 9370 System Firmware (0.1.6.3 → 0.1.8.1)

[Kai-Heng Feng (kaihengfeng)]

[ 84.633259] xhci_hcd 0000:39:00.0: Refused to change power state, currently in D3
[ 84.715415] xhci_hcd 0000:39:00.0: Refused to change power state, currently in D3
[ 84.715435] xhci_hcd 0000:39:00.0: WARN: xHC restore state timeout

[Kai-Heng Feng (kaihengfeng)]

Please attach `lspci -vvv` when this issue happens.

[Aslak Ransby (aslakransby)]

Sorry forgot sudo

[Kai-Heng Feng (kaihengfeng)]

Weird, I don't see "0000:39:00.0" in your lspci. I also can't find Thunderbolt controllers.

Please check which mode the Thunderbolt controller is selected in BIOS menu, "Native" or "BIOS assisted."

[Aslak Ransby (aslakransby)]

the setting is

[x] Enable Thunderbolt(tm) Technology Support
[ ] Enable Thunderbolt(tm) Adapter Boot Support
[ ] Enable Thunderbolt(tm) Adapter Pre-Boot Modules

So that would be native?

[Aslak Ransby (aslakransby)]

I tested with a 18.04.2 live USB and the thunderbolt devices comes up as expected. I'm not sure what to look for to add more information to this issue though.

[Kai-Heng Feng (kaihengfeng)]

Ok, I think I saw another report on a similar behavior.

Please make sure the BIOS and Thunderbolt firmware is up-to-date:
$ fwupdmgr refresh
$ fwupdmgr update

Reboot and see if it helps.

[Aslak Ransby (aslakransby)]

I'm up to date with formware.

root@computer:~# fwupdmgr update
No upgrades for XPS 13 9370 Thunderbolt Controller, current is 33.00: 33.00=same, 28.00=older
No upgrades for XPS 13 9370 System Firmware, current is 0.1.10.0: 0.1.10.0=same, 0.1.9.0=older, 0.1.8.1=older, 0.1.6.3=older, 0.1.5.1=older

[Kai-Heng Feng (kaihengfeng)]

I can't reproduce the issue with same microcode, TBT firmware and BIOS.

> I tested with a 18.04.2 live USB and the thunderbolt devices comes up as expected.
Do you mean TBT works on kernel v4.18?

[Aslak Ransby (aslakransby)]

It does when i run it from the live usb, but it doensn't work with the 4.18.20 kernel installed on 19.04. Wierd.

[Kai-Heng Feng (kaihengfeng)]

Ok, please boot with kernel parameter "usbcore.dyndbg=+p", reproduce the issue and attach dmesg.

[Aslak Ransby (aslakransby)]

Sorry, i reverted to 18.04. I will reopen the issue if i run into it when upgrading at a later time.