External USB 3.0 HDD not working on USB 3.0 port

[Lomomoon]

Hi guys

I bought a laptop on the 27/01/2017. HP Omen with Windows 10 home 64bit
I have a Toshiba 1TB external HDD USB 3.0 which is not being recognised in the USB 3.0 ports however the HDD works fine in the USB 2.0 port.
Likewise my Sandisk 32 gig USB 2.0 flash drive works fine in the 3.0 usb port.

Before this laptop I owned an HP Pavillion with windows 10 and my external HDD worked fine on the USB 3.0 ports.

-I have updated to latest drivers for all system components including motherboard.

-I have downloaded the latest drivers for the Toshiba HDD, 

- I have uninstalled and re-installed and updated all USB drivers, hubs, USB 3.0 drivers etc.

-I have switched on and off either way the "Legacy support" in the BIOS to no avale.

-I have done hardware tests as well as on the HDD

The HDD is not being seen in disk management or in Device manager.

The hard drive still workd perfectly in my old laptop (still have it)

It also works perfectlky on thid laptop but in USB 2.0 port.

When i swap the drive between the two 3.0 ports Sometimes it will be recognised by the left hand port. An inconsistent result that I cant draw any conclusions from.

Any ideas?

Please help.

[Riddle_Decipher]

@Lomomoon

Welcome to HP Forums, 

This is a great place to get support, find answers and tips,

Thank you for posting your query, I'll be more than glad to help you out 🙂

As I understand the external USB 3.0 HDD does not work on the USB 3.0 port,

Let me know if I got this right: 
The USB 3.0 port works on the USB 2.0 port,
whereas, a USB 2.0 Flash drive works on the USB 3.0 port, is this correct?

If this is the case, the USB ports are working and that confirm the product functionality,

If the 3.0 ports aren't supporting the 3.0 transfer speed, perhaps you could attempt these steps:

1. Start or restart the computer.

2. Press F10 to enter Setup.

3. Click Advanced, and then click Device Options.

4. Enable USB EHCI debug to disable the xHCI controller.

5. Save the changes and exit from Setup.

6. In Windows, search for and open Device Manager.

7. Right-click the USB 3.0 Root Hub, and click Uninstall.
8. And restart the computer to retry using the drive again.

If the issue persists, you might want to check an alternate USB 3.0 device with the 3.0 port and if that works,

Contact Toshiba to find firmware updates for your external hard drive.

Let me know how that pans out, 

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[Lomomoon]

Hi Riddle Decipher

Annoyingly with all HP systems the BiOS is completely locked down. I don't have any Advanced options or USB EHIC. I only have very limited boot order options , some security options and legacy support.

[A4Apollo]

Hi @Lomomoon, I am the MrRobot. It looks like you were interacting with @Riddle_Decipher, but he is out of the office today so I'll take over from here.

Thanks for trying out the steps suggested by @Riddle_Decipher.

As you mentioned the issue still persists.

Please try the steps recommended below.

Click the battery icon visible on the taskbar of your computer screen. Adjacent to your currently selected plan, you should find ‘Change Plan Settings’ link. Click the link.
Next, choose ‘Change advanced power settings’ option.

Then, click the box to expand USB Settings. Expand USB selective suspend settings.
Click the link adjacent to Plugged in option, then from the drop-down menu select Disabled option.

If you’re using a laptop, click Battery, then click the drop down menu and select Disabled.

Click Apply, then click OK.
 

If the issue still persists, please try performing a system restore and check if it helps.

Refer this article to know how to perform a system restore.

Let me know if this helps!

Have a beautiful day ahead! 🙂

[Lomomoon]

Hello @MrRobot

Thank you for the reply. I have tried that option and then restarted (for extra peace of mind) but still the same result.
I'm not sure a system restore will do the job as this laptop is brand new and came out of the box in this state with a fresh installation of Windows.
Also I have just spent the last few days downloading and installing all my photographic and video editing software, games and all other personalisations to the laptop to restore it to the state of my old laptop. I will continue to search other forums for a solution to my problem or I will just send the laptop back.

Thanks again.

[A4Apollo]

@Lomomoon, Thanks for the response.

Thanks for trying out the steps.

As you mentioned the issue still persists.

System restore will not restore your computer back to factory settings.

It just restores your computer back to the date when it was working good.

Also, it will not delete the files or programs installed on your PC.

So there is no harm in running a system restore on your PC.

Hope this helps!

Have a great day ahead! 🙂

[Lomomoon]

@MrRobot

Sorry I thought you meant a system reset. Unfortunately there are no restore points on my system. System restore is switched on but windows has not automatically created one yet. (Which is strange as it installed a windows update a couple of days ago, so should have created one before the update, unless it wasn't a major update)

[A4Apollo]

@Lomomoon, thanks for the response.

As you mentioned there are no restore points.

The only option for you is to perform a system recovery.

Hope you perform recovery and get back to us if you have any issues.

Cheers! 🙂

[Lomomoon]

Hi @MrRobot

I have performed a full system recovery back to factory default which has formatted the hard drive and reinstalled windows. I have also performed a factory default on the BIOS

I have plugged in my external hard drive after setup and I'm still in the same situation. The USB 3.0 HDD works in the USB 2.0 port but not on either of the USB 3.0 ports. My USB 2.0 mouse dongle works in the USB 2.0 ports as well as the 3.0 ports, my Sandisk 2.0 USB flash drive works in the USB 2.0 port as well as in both USB 3.0 ports.

Any suggestions? At this stage I want to run HP support assist and see if it finds any updated drivers , however I don't want to affect the state of the machine right now as it's still in a factory default state and should be running USB 3.0 devices right out of the box.
Thanks

[Riddle_Decipher]

@Lomomoon

It looks like you were interacting with @MrRobot but he's out possibly working on season 3 😛
And I'll be glad to help you out, again.

Thank you for the update, it's such rare scenarios that a factory reset doesn't work either, don't worry though to help you out,
I have brought your issue to the attention of an appropriate team within HP. 

They will contact you shortly and likely request information from you in order to look up your case details or product serial number. 

Please look for a private message from an identified HP contact. 

Additionally, keep in mind not to publicly post personal information (such as serial numbers and case details).

If you wish to show appreciation for my efforts to help you out, mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,