USB ports stop working at login screen

[Jollykana]

Hi

I was playing games on my pc and took a short break to eat, when I came back to my computer my usb keyboard and mouse didnt work anymore. I ofc restarted my pc and keyboard and mouse lit up until login screen. I tried different solution, bios settings, running in safe mode etc but the problem persist. When I did usb port test it comes up as:

Usb port check: failed

Failure id: 6CR3P1-9PMAKA-GXGKHG-8D3B03

Product id: 6PB82EA#UUW

Im not that good with computers and Im all out of ideas how to fix it. Mouse and keyboard work fine on my work computer and on the pc in question up until windows 10 login screen when the light go out immediately.

Any help is greatly appreciated!

[praveenbv]

Hi @Jollykana,

Welcome to the HP Support Community.  

As this is a hardware issue, I'd suggest you Contact HP in your region regarding the service options for your computer. 

If you are having trouble navigating through the above options, it's most likely because the device is out of warranty. If yes? please send me a private message with the region you are contacting us from. Check next to your profile Name, you should see a little blue envelope, please click on it.   

Have a great day!  

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