Laptop USB function is not working

[UDOG248]

So I have this Laptop and this Wireless Headset (PRO X) with its own USB dongle. The wireless headset works fine on my Desktop, however on my Laptop both USB ports are not working with the headset. The side USB port doesn't play any audio and can't pick up MIC input and the back USB port can only play audio with no MIC detection. I did some windows update and reinstalled GHUB on my laptop but nothing has worked

[Raj2111]

Hi @UDOG248 

Welcome to the HP support community.
 

I understand you're experiencing an issue with your HP device, and I apologize for any inconvenience this may have caused. I'm here to help you today.
 

Lets start with basics, here are some troubleshooting steps you can take to resolve the issue:

1. Check USB Ports

• Test Other Devices: Try plugging in other USB devices (like a flash drive) to confirm that the USB ports on your laptop are functioning properly.
• Use Different Ports: If possible, try using a different USB port for the headset dongle.

2. Audio Settings

• Set Default Device: Right-click the sound icon in the system tray and select Sounds. Under the Playback tab, make sure your headset is set as the default playback device. Do the same under the Recording tab for the microphone.
• Update Sound Drivers: In Device Manager, expand the Sound, video and game controllers section. Right-click your audio device and select Update driver.

3. Bluetooth Settings (if applicable)

• If your headset can connect via Bluetooth, ensure that Bluetooth is enabled on your laptop and check the pairing status.

4. GHUB Settings

• Open Logitech G HUB and check the settings for your headset. Ensure that the headset is detected and that both audio playback and microphone input are enabled.

5. Power Management Settings

• USB ports may be affected by power management settings:
  • Go to Device Manager, expand the Universal Serial Bus controllers section.
  • Right-click on each USB Root Hub, select Properties, go to the Power Management tab, and uncheck "Allow the computer to turn off this device to save power."

6. Check for Conflicts

• Sometimes, other audio devices can cause conflicts. Disconnect any other audio devices and check if your headset works properly.

7. Reinstall Headset Drivers

• Uninstall any drivers related to your headset and allow the system to reinstall them upon reconnecting.

8. Windows Troubleshooter

• Go to Settings > Update & Security > Troubleshoot > Additional troubleshooters. Run the Playing Audio and Recording Audio troubleshooters.

9. Firmware Update

• Check if there’s a firmware update available for your headset on the manufacturer’s website.
• click here

I hope this helps! Keep me posted.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution.
 

-Regards
Raj-HP Support
 

[UDOG248]

Thank you for your response Raj,

I tried the relevant points (1,2,4,5), and there was some progress, the back USB port seems to be working with my Headset, though the audio quality feels different (more bass) and the side USB port has partial function back. When I tested it, the head set picked up MIC input but not Audio. I also just wanted to clarify my headset works fine on my Desktop. Also I went into the HP support assistant and did General Tests as well a USB port test and there was no problems detected everywhere.

I'm not sure why its not 100% fixed but something you suggested did something

[Raj_05]

Hi @UDOG248,

Thank you for your response, 

Since you've already tried quite a few steps with some partial success, let's go through some advanced troubleshooting to address the issues more thoroughly. It sounds like there might be USB power, audio driver, or even firmware conflicts affecting the full function of your headset on your OMEN laptop. Here are some additional suggestions to pinpoint and resolve the issue.

Re-check Power Settings in Device Manager (For Both Audio and USB)

• Go to Device Manager, and under both Sound, video and game controllers and Universal Serial Bus controllers, locate your headset and any relevant USB Root Hub entries.
• Right-click each entry, select Properties, and go to the Power Management tab. Ensure Allow the computer to turn off this device to save power is unchecked for all related devices.
• Under Device Manager, go to Human Interface Devices and do the same if you see any relevant entries.

USB Selective Suspend Setting

• Open Control Panel > Power Options > Change plan settings for your selected plan.
• Choose Change advanced power settings.
• Expand USB settings > USB selective suspend setting and set it to Disabled.
• Restart your laptop to apply these changes.

Audio Codec Conflicts

• Conflicting audio codecs may cause selective functionality on the ports. Go to Device Manager and check under Sound, video, and game controllers.
• Right-click each audio device that isn’t essential (for example, internal laptop speakers or unused codecs like Realtek) and Disable them temporarily.
• Test if this change restores full function on both USB ports with your headset. If it works, there may be a codec conflict, and keeping one set of drivers active may resolve the issue.

Test Headset Using External USB Hub

• Connect an external USB hub to one of the laptop's ports, and then plug your headset dongle into the hub. Sometimes, a hub can help bypass specific port power or data issues.
• Test the audio and microphone functions through this configuration to see if there’s any improvement.

Advanced Audio Troubleshooting via Sound Control Panel

• Open the Sound Control Panel by right-clicking the sound icon in the system tray and selecting Sounds.
• Under the Playback and Recording tabs, right-click your headset and go to Properties.
• In the Advanced tab, set the Default Format to match the headset's supported settings (such as 16-bit, 48000 Hz). Experiment with different settings to see if this helps.
• Exclusive Mode settings: Uncheck Allow applications to take exclusive control of this device under the Advanced tab to see if this resolves the audio and mic inconsistencies.

[Raj_05]

BIOS Update and USB Firmware Check

• Go to the HP Support website for your OMEN laptop model and check if there are any BIOS or USB firmware updates available.
• BIOS and firmware updates sometimes address USB or power distribution issues, which may enhance compatibility with certain devices.

Consider USB Port Conflict Resolutions (Including Hidden Devices)

• In Device Manager, go to View and enable Show hidden devices. Under Universal Serial Bus controllers, delete any "ghost" entries that might correspond to previously connected USB devices.
• Reboot your laptop and re-connect your headset dongle. This may resolve hidden conflicts that were interfering with the USB ports.

If Problem Persists

• G HUB Clean Reinstall: Completely uninstall Logitech G HUB again, ensuring that no residual files remain (you may need to delete Logitech folders in Program Files and AppData). Then, reinstall the latest version.
• Alternate Audio App: Use an alternative audio software (like VoiceMeeter) to manage audio routing for input and output. Sometimes, a third-party app can override minor conflicts that G HUB may not address.

These steps should further narrow down the issue and, ideally, restore full functionality to both USB ports with your wireless headset.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support 

[UDOG248]

Hello Alden, Thanks for your reply.

I tried the first step, and when I was testing my audio it fixed itself for 3 seconds and it went back to the half-fixed state as before. I tried the second step next but I couldn't find the USB settings in the "change advance power settings". Could you give more detail for that step.

I tried disabling other Audio Outputs, but no luck. And in the sound control panel I couldn't find and Advanced Settings for the Headphones, but it was there for my Microphone. Maybe that is the issue?

I did a windows troubleshoot and it said it found problems with the Audio Drivers but it couldn't help update it and I should either contact HP or a Windows expert.

I tried deleting the "hidden" drivers as well but no luck. I did BIOS testing for the Device but what is a USB firmware update?

[Raj_05]

Hi @UDOG248,

Thank you for your response, 

Let's break down the steps further, particularly focusing on the USB settings and troubleshooting the audio issues.

Checking Power Settings in Device Manager:

• Access Device Manager: Press Win + X and select Device Manager.
• Audio Devices: Under Sound, video and game controllers, right-click your headset and any other audio devices listed. Select Properties, then go to the Power Management tab. Make sure to uncheck "Allow the computer to turn off this device to save power."
• USB Controllers: Expand Universal Serial Bus controllers. Right-click on each USB Root Hub or Generic USB Hub entry, and repeat the above steps to ensure they are not being turned off to save power.
• Human Interface Devices: Also check under Human Interface Devices for any relevant entries, and apply the same power management setting.

Adjusting USB Selective Suspend Setting:

• Control Panel: Open the Control Panel and select Power Options.
• Change Plan Settings: Click on Change plan settings next to your selected power plan.
• Advanced Power Settings: Click on Change advanced power settings.
• USB Settings: Expand USB settings, then expand USB selective suspend setting. Set it to Disabled.
• Restart Your Laptop: This change requires a restart to take effect.

Checking for Audio Codec Conflicts:

• Go back to Device Manager and under Sound, video and game controllers, temporarily disable non-essential audio devices by right-clicking and selecting Disable.
• This may help in identifying if one of the codecs is causing a conflict.

Using an External USB Hub:

• If you have access to an external USB hub, connect it to one of your laptop's USB ports and then plug your headset dongle into the hub. Test the audio and microphone functionality. This may bypass potential port issues.

Advanced Audio Troubleshooting:

• Open Sound Control Panel: Right-click the sound icon in the system tray and select Sounds.
• Playback and Recording Tabs: Under both tabs, locate your headset. Right-click it and go to Properties.
• Advanced Tab: Set the Default Format to match your headset’s specifications (e.g., 16-bit, 48000 Hz).
• Exclusive Mode: Uncheck "Allow applications to take exclusive control of this device" and test again.

BIOS and USB Firmware Updates:

• Visit the HP Support website for your OMEN laptop. Check if there are any available BIOS or USB firmware updates. Follow the instructions provided on the site to update if necessary, as this can help resolve USB issues.

[Raj_05]

Deleting Hidden USB Devices:

• In Device Manager, click View and select Show hidden devices.
• Look under Universal Serial Bus controllers for any greyed-out devices (ghost entries). Right-click and delete these if they correspond to devices you no longer use.
• After deleting, reboot your laptop and reconnect your headset.

Reinstalling Logitech G HUB:

• If you're using Logitech G HUB for audio control, try a clean uninstall and reinstall:
  • Uninstall from Control Panel > Programs and Features.
  • Delete any leftover files in Program Files and AppData (you can access AppData by typing %appdata% in the Run dialog).
  • Download and install the latest version from Logitech's website.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

Alden4

HP Support

[UDOG248]

Hi again Alden

I tired all the steps except for Adjusting USB Selective Suspend Setting, as the prompts you are listing aren't there for me. However I did the rest of the steps and after I restarted my laptop from doing the Firmware updates, my audio drivers is not working and is missing from the device manager menu. So I have no Audio now, when I try moving the audio slider on the task bar it doesn't work and using fn+f6/7 doesn't help.

[Raj_05 · Accepted solution]

Hi @UDOG248,

Thank you for your response, 

I'm sending a private message to assist you with the next action.

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

I hope this helps! Keep me posted.

Alden4

HP Support