TPS65982DMC: Yellow mark on windows device manager after 50 cycles (error code: 28)

Hi Gary,

Let me reach out to a team member about this and I will get back to you next week.

Thanks and Regards,

Chris

Hi Chris,

 Please help to check it due to customer is waiting the response before their MP start. Thanks for your kindly help.

Best regards,

Gary

Hi Chris,

Could you please help since it's urgent, thanks!

Hi Zoe, Gary,

Sorry for the delay, I am not very familiar with this issue and am waiting to talk with a team member who returns tomorrow.

Have you reached out to Intel about this, this seems more software, OS, and device manager related. Did they have any recommendations?

Thanks and Regards,

Chris

Hi Chris,

Gary checked with the customer and it's Windows 11.

Could you help test Windows 11 to check?

Thanks!

Hi Zoe and Gary,

Unfortunately we do not have a Windows 11 device close at hand so it might be slow to test. I'll see if anyone in the office has a pc running windows but I know we primarily run Windows 10.

We do have a possible root cause and solution though.

When the 982 connects to a Windows usb port, we provide information based off a string that indicates to windows what usb driver to use. When Windows updates, they sometimes change the information needed to request the specific driver needed, so what previously would request that driver does not work anymore. We previously saw a similar issue when moving between Windows 7 and Windows 10.

The quick solution is to force windows to use the desired driver. You can use ZaDig to force Windows to use the WinUSB driver on that port, and this should resolve the issue you are seeing.

download ZaDig: https://zadig.akeo.ie/

If you still want us to test it, let me know and I can see what we can put together.

Thanks and Regards,

Chris

Hi Chris,

 Thanks for your help . We've sent message to customer and they'll ask certification lab to change its driver. Will let you know if any other infomation we get from customer.

 And, they said the issue is fine on TBT3 laptop after inter update their NVM, and has issue on TBT4 laptop. FYI.

Regards,

Gary

Thanks for the update Gary,

What is an NVM?

Thanks and Regards,

Chris

Hi Chris,

 NVM is intel's FW tool (version?) of TBT.

 And after installing WinUSB under win10 laptop for 982DMC, the failed condition is still the same (around 2/50). Is there anything we can do? Don't you see the condition at your side for maybe 100 times test? Or what test condition can pass the test (os version, laptop model name...?) 

Thanks for your kindly help.

Regards,

Gary

Hi Gary,

What do you mean by 2/50? Is it only failing 2/50 times? Are there non-failing cases where this issue is not occurring?

Gary Teng said:

Don't you see the condition at your side for maybe 100 times test? Or what test condition can pass the test (os version, laptop model name...?) 

We are not do 100 times test. Another engineer is helping to run the check and I think he is running Windows10 on and HP laptop, i'll double check that information though.

Gary Teng said:

And after installing WinUSB under win10 laptop for 982DMC,

I thought the customer was using windows 11? Is it also failing on Windows 10?

Here are a couple things to check to identify the issue (when it fails)

1. Open device manager and check to see if the 982DMC(TPS DMC Family) appears under USB devices
   1. 
2. If the 982DMC device is there, right click on the device and open properties. Can you get screenshots of:
   1. The General Tab
   2. Under the details tab
      1. Device description
      2. Hardware IDs
   3. 
3. What version of the base firmware is on the tps65982DMC device? 

Thanks and Regards,

Chris

Hi Chris,

 1. Test equipment is Win10 Version 20H2 (OS Build 19042.1706)

 2. They can't see 982DMC device in device manager if there's no code 28 issue.

 3. Please check the screen shot at failed condition.

4. DMC version is DMC_E0001_50_08

5. I just see new GUI on secure website. I'll check that and let customer test it if there's newer DMC FW.

Regards,

Gary

Hi Gary,

2/50 means it is failing 2/50 times? It works correctly the other 48?

Gary Teng said:

 1. Test equipment is Win10 Version 20H2 (OS Build 19042.1706)

Have they moved off of Win11?

Gary Teng said:

 2. They can't see 982DMC device in device manager if there's no code 28 issue.

If the device is not visible, doesn't that mean the the device is not connecting at all? Wouldn't the optimal case be for the 982DMC to appear in the devices tab but without the "yellow bang".  Please have them check  the USB Devices tab when there is no code 28 issue.

Gary Teng said:

 3. Please check the screen shot at failed condition.

The screen shot looks correct. It appears to have the correct TI VID and device.

Can you also send:

1. From Properties
   1. an image of the "Device Description" tab within Details
   2. an image of the "General" tab
2. an image of the "Universal Serial Bus Devices" in the device manager

Also, is the 982DMC appearing in the USB devices tab?

Gary Teng said:

5. I just see new GUI on secure website. I'll check that and let customer test it if there's newer DMC FW.

Which GUI are they currently using and which one is the new one? Also, what settings are they choosing to generate the project? I am not familiar with "Godzilla platform" and do not see anything with "Godzilla" in the GUI.

Thanks and Regards,

Chris 

Hi Chris,

 We're asking customer to get those screenshut you need.

 Intel ask customer to pass 500 times testing without error for pass the certification. Do you see any DMC issue at your side with repeated pluging test? Or, if you can provide comment to describe the issue and that's not relatived with TI or TI can solve it but need time, maybe Intel can accept to waive the issue?   And, they use GUI v4.3.4 with "Gorilla creek" current. FYI. We can provide PJT if you need.

Regards,

Gary

Hi Gary,

I am currently out of office until the 7th. I can reach out and see if anyone can help in the meantime.

Gary Teng said:

Or, if you can provide comment to describe the issue and that's not relatived with TI or TI can solve it but need time, maybe Intel can accept to waive the issue?

From the current information we have, we are still do not know what the root cause of the issue is and can't guarantee anything. Some of the possible thoughts about the cause were discussed above.

Gary Teng said:

And, they use GUI v4.3.4

Do you mean 6.3.4?

Thanks and Regards

Chris

Hi Chris,

Here is Arrow FAE Jeff help Gary capture some figure when issue happended.

Update below information.

1. From Properties
   1. an image of the "Device Description" tab within Details

B. an image of the "General" tab

2. an image of the "Universal Serial Bus Devices" in the device manager

Thanks!

Jeff

Hi Jeff,

Chris is currently out of office and will return January 7th. 

Thanks and Regards,

Raymond Lin

Hi Raymond,

 Any comment on our feedback?

 Do we have to record USB2 log for your reference?

Regards,

Gary

Hi Gary,

Sorry for the delays.

I was looking over this thread with a senior engineer and there are other concerns we had with some of the comments made.

Does this test ever pass? 

Gary Teng said:

They can't see 982DMC device in device manager if there's no code 28 issue.

My current understanding is you are using the "Yellow Bang" to determine that the test has failed. When the test "passes", they do not see the device. If the device is connecting properly, you should see it in device manager.

When the device connects properly, you should see it appear without a yellow bang in the Universal serial bus devices dropdown.

This is my current windows version.

Did the customer try the ZaDig tool we mentioned previously? This way we could force the driver for the port and see if the device connects. This would help us determine what the issue might be.

We did not do 100x test, but we did test it ~20x and saw no failures.

Gary Teng said:

Or, if you can provide comment to describe the issue and that's not relatived with TI or TI can solve it but need time, maybe Intel can accept to waive the issue? 

We are not sure what the issue is. It could potentially be TI or Windows. We think it is mainly related to the drivers but there are couple things that may affect this.

Thanks and Regards,

Chris