About all I can offer is best wishes. My experience has been that Dell support usually is pretty good, but it may depend on whether you get an ESL tech - sometimes.

The question the Add Hardware Wizard should have asked was "let Windows try to find the device using Plug n Play." PnP runs on every startup, just in case something's changed. The Wizard can force it to run without going through the whole boot cycle, but it should know where the PnP utility is without looking. The looking part is looking at your hardware.

The first look usually is for PnP devices, and a working PnP device should "answer" a fairly generic "call." The second look can search for non-PnP devices, but has to "send all possible device queries" to do that in a thorough way. It's often not as successful, but then it is a "last resort" sort of thing.

John