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DAPick71
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USB-C Suddenly Not working

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HP Spectre x360 Convertible 13-ap0xxx
Microsoft Windows 10 (64-bit)

Hi all

I have an HP Spectre x360 Convertible 13-ap0xxx, 5MT98UA#ABL and have never been more frustrated with a computer. The latest problem is that one of the USB-C ports has suddenly stopped working. I always use that port to hook up an external monitor (also HP). Recently when connected the display would suddenly migrate from the external to laptop, and back again. Exactly as if I was taking the cable out and putting it back in but, of course wasn't doing anything. 

 

As of this morning, this port has completley stopped working. Anything else plugged in there, including power cable, does not work. I've worked through many of the tips found (here e.g., device manager, USB hub, uncheck "allow computer to turn off this device" AND turn off then hold power button for 5 seconds) but nothing has worked. Posting here now in case there are other suggestions. 

 

Thanks for any assistance  / suggestions.

 

Cheers

Deirdre

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The_Fossette
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@DAPick71,

 

If there are no restore points from April then, I recommend you perform a reset on the computer and check.

 

Follow the steps in the below article to perform a reset.

 

https://support.hp.com/in-en/document/c04742289

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

The_Fossette
I am an HP Employee

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The_Fossette
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@DAPick71,

 

Welcome to the HP Support Community!

 

I recommend performing a system restore back to the date when the USB port was working fine.

 

Follow the steps in the below article to perform a system restore.

 

https://support.hp.com/in-en/document/c03327545

 

If you continue facing the issue, I recommend you perform a test on the USB port following the steps in the below article.

 

https://support.hp.com/in-en/document/c04499777

 

Let me know how it goes and you have a great day!

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

 

The_Fossette
I am an HP Employee

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DAPick71
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Thanks so very much for the reply. I was at Best Buy today (where I bought the computer). He was able to confirm the port wasn't working and that it wasn't the cable. I already knew that but whatever 🙂

 

Anwyay, they suggested I do a complete factory reset; in essence, start from scratch. Your suggestion seems much less onerous so I'll likely go that route. I do have a question, if I may. 

 

Would you recommend I restore back to the date the USB was working (so Friday May 10th, for example) or go back to when it was working properly, 100% of the time (which would be much farther back . . . say end of April). 

 

Many thanks!!!

Deirdre

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The_Fossette
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@DAPick71,

 

I recommend you do a restore back to the date when the port was working perfectly (April) and check.

 

Let me know how it goes.

The_Fossette
I am an HP Employee

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DAPick71
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Hi there

I certainly will do that, and will let you know. Thanks so much for the assistance!

 

In the meantime, I decided to try your other suggestion (As in -  f you continue facing the issue, I recommend you perform a test on the USB port following the steps in the below article. https://support.hp.com/in-en/document/c04499777)

 

Unfortunately, that did not work as this test will not perform on Thunderbolt USB-C ports, which is what I'm having trouble with. 

 

Cheers

Deirdre

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DAPick71
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I'm sorry - me again 🙂

 

I read the link for system restore and looked at all the videos. I am not sure I understand how this will help as I have not previously set up the computer to create restore points so have nothing there to do a system restore wtih. The only options I have listed are in May. 

 

If I haven't been creating restore points, there is nothing I can restore from. What am I missing? 

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The_Fossette
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@DAPick71,

 

If there are no restore points from April then, I recommend you perform a reset on the computer and check.

 

Follow the steps in the below article to perform a reset.

 

https://support.hp.com/in-en/document/c04742289

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

The_Fossette
I am an HP Employee

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