USB ports fail disconnect

[guajira]

Hi everybody,

I got this Omen HP about 4 months ago and i have this issues with all the usb ports, i have something connected and sometimes i have to move the connected device because it seems it's not detected for the notebook, sometimes when it's connected it get disconnected by itself, being in a plain and stable surface without moving anything, first i thought it was this old bluethoot mouse i have, but it keeps happening with all my other devices, in every usb port.

My devices keeps disconecting, right now for example i'm not using anything with usb but the mouse it's connected and i keep hearing this connect/disconnect sounds again and again, it's annoying and definitely not reliable, and i don't know if it's going to get worst.

Does anyone have this issue too?

Is there a way of fix this?

something else, Does anyone know how can i identify the main usb port?, i have this hunch that is the one in the back but how can i know for sure in this or any other pc?

Thank you.

[EddyK]

Hello @guajira,

You could try a power reset:

1. Turn off the laptop
2. Remove all external peripherals and the power adapter
3. Hold down the power button for at least 30 seconds
4. Attempt to turn the computer back on

I did find a sorta related advisory here but all it really discusses is updating OMEN Command Center.

You could also update your BIOS here but if all else fails, you may want to contact support:

Contact HP Worldwide here.

Phone HP Worldwide here.

Check warranty status here.

Find an HP Authorized Service Center near you here.

Best regards,

Eddy

[Photoray002]

I will add to Eddy's post ^

Also try going to the Device Manager (type Device Manager in the Search bar) and navigating to Universal Serial Bus Controllers.

Expand the arrow and right click on the USB Mass Storage Devices in question and choose Properties.

Then go to the Power Management tab.

Uncheck the Allow the computer to turn off this device to save power box.

IF that does not work, in the Device Manager you can also right click on Intel USB 3.0 Extensible Host Controller and uninstall it. Reboot the computer and it will automatically reinstall itself.

Hope that helps.

[guajira]

Hi,

I was with tech support in  the links @EddyK gave me, after check the warranty status and this one was still on the HP site showed me the details of my warranty and below there was  <<Contact a support agent>> option where you can be in chat with people, the chat it's very unstable, i had to contac them 4 times because it keeps disconnecting in the other hand they helped me and reach me at my phone number.

One of the guys give me the next instructions.

Please perform the below steps on the computer to run a USB Port Test
- Shut down/Turn off the computer
- Once the computer is completely Shut down/Turned off
- Now press the power button once to turn on the computer and immediately start pressing/tapping the F2 key on the keyboard
- This should open the UEFI Diagnostic screen on the computer
- Please select Component Test and then select USB Port Test

I follow them, i did 7 tests, about the half failed with the fail id: PLLFKT-9GV9LD-MFPW3G-8D0K03

I contact them the 4th time and gave them the fail id, they said it's a hardware failure and that they are going to contact me on the phone the next 24 hours to pick up my omen notebook.

As you can see in the image one part of the message is

"...Éstos resultados están guardados en los registros de pruebas a los cuales se puede acceder desde el menú de inicio." 

(These results were saved in the test records which can be accessed from the start menu) 

I don't know what start menu means because i can't find them yet, if someone knows where i can find them please let me know.

I'm not closing this thread yet, i want to see how this ends to record the whole process.

Thank you  @EddyK and @Photoray002 for your time. 

[Photoray002]

Hello @guajira 

The record wont tell you anymore than you already know. Its just a copy of the failure code that you already have.

Its says to go back to the Main Menu of the UEFI Diagnostics.

Then click on Test Logs

You will see the resulting failure code.