HP Pavilion - front panel USB 3.x not working after motherboard replacement

[SJW_70]

Hi,

My HP Pavilion 500-035ed was not Windows 11 compatible because the Joshua H61 motherboard doesn't support TPM 2.0 and the Intel processor isn't compatible neither.

Therefore I replaced them with the Asus Prime b550m-a motherboard and the AMD Ryzen 5 5600x processor. Everything works fine except for the two USB ports in the front panel (P/N 713240-003).

- I upgraded the BIOS of the motherboard to the newest version 3607;

- I installed the most recent AMD chipset drivers;

- I tried both Windows 11 and Ubuntu 24.04 LTS.

Nothing helped, so I thought either the USB front panel with USB 3 connector could be defect or the motherboard USB header could be defect. I ordered a cheap USB front panel with the same USB 3 motherboard connector on Amazon. That one worked immediately so my motherboard isn't defect. I concluded the HP front panel was the reason, so I ordered a new HP front panel USB (P/N 713240-003) and expected everything would be solved then. It costed me $90 to ship it to Europe...but hey...it should work.

However, the new HP front panel USB (P/N 713240-003) doesn't work as well!

1) Do you have any advice to get the USB front panel USB working with my new Asus Prime b550m-a motherboard and AMD Ryzen 5 5600x processor?

2) Does the HP front panel USB (P/N 713240-003) require specific drivers that both Windows 11 and Ubuntu didn't install?

3) Or is the HP front panel USB (P/N 713240-003) just a physical passive connector and should it work like the cheap Amazon cable that I ordered for testing?

Many thanks in advance for any advice!

SJW

[Irfan_06]

Hi @SJW_70,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to assist you.

I see that you are facing an issue with one of the USB ports on your Laptop.

-Perform a power drain on your PC.

1) Unplug the power cord from the PC & wall.

2) Disconnect the power cable from the AC adapter if it is a detachable part and keep it aside.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the AC adapter, then connect it to the wall and to the charging port on your PC.

5) Power on the PC and check if it boots into Windows now.

-Update the BIOS for your PC by clicking on the link.

Make sure you keep only the charger plugged in while updating the BIOS for your PC.

Click on the + sign next to BIOS and then download the file.

Open the file and follow the on-screen instructions to complete the update.

-Install all the pending updates for the Windows operating system following the below steps and let me know if that resolves the issue.

Go to Start > Settings > Update & Security > Windows Update and select Check for updates. If the upgrade is available for your device and you want to proceed, download and install it.

- If the issue still persists, refer to the steps on this link to further troubleshoot.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[SJW_70]

Hi Irwin6,

Thank you for your advice. I already did all those things though.

- updated the BIOS with the latest Asus BIOS. Please note I replaced the original motherboard, so HP BIOS won't work in my case.

- updated drivers, uninstalled devices, did clean install of Windows 11, etc. etc. I even installed Ubuntu to check those drivers.

The issue is that those HP front panel USB units (P/N 713240-003) are not being detected at all, so it's not a driver issue. The SD card and audio of the P/N 713240-003 are detected and work fine, the USB slots are not detected and don't work at all.

In order to test this I ordered a cheap USB 3.0 front panel on Amazon and that unit worked immediately. However, it doesn't fit in the Pavilion case. So I ordered a brand new expensive P/N 713240-003 because now I thought the old one was defect. However, the brand new P/N 713240-003 doesn't work neither.

My conclusion: HP ensured the P/N 713240-003 parts are proprietary for HP motherboards only, it won't function with my Asus motherboard.

Kind regards,

SJW

[Irfan_06]

Hi @SJW_70,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

Please get in touch with the motherboard manufacturer to assist you further.

Take care and have a great day ahead!

Irwin6

HP Support