Elitebook 840 G3 USB not working after Creators Update

[mickeforsberg]

Hello,

Getting right to the point. We have a bunch of Elitebook 840 G3's with various configurations, each with HP's UltraSlim Docking Station.

Every one of them has been installed with a fresh copy of Windows 10 Creators Update 64-bit.

We have encountered the same issue on every last one of them, which is that the USB ports stops working (both on computer and on dock). It sometimes helps to restart, but it will appear again after some time. It does not react at all when a USB device is plugged in. When connecting a mouse for example, the light comes on for a second then turns off.

We have tried updating drivers from SoftPaq, updating BIOS, of course updating to latest Windows Updates. We are currently testing after we have turned off every USB power saving feature, no results from that yet.

In any case, I can't imagine we are supposed to turn off power saving just to make it work. Does anybody have a clue? Anything else we can try?

Thanks in advance,

Regards,

Mikael Forsberg

[MattiasS]

Hi Micke. 

Have you found any solution to your issue. I have the exact same behavior on a couple of 840:s. 

I found another post on this forum where they suggest to change power setting on the USB devices but this did not help me, I got the issue back after some days. 

https://h30434.www3.hp.com/t5/Notebook-Operating-System-and-Recovery/HP-Elitebook-840-G3-USB-stop-wo...

Regards
Mattias S 

[mickeforsberg]

Hello Mattias,

Oh, I couldn't find that thread when searching. Almost exactly the same title as my own, weird!

No not yet unfortunately, we are currently testing on a few, also with changed power settings (in both device manager and power options). The problem hasn't appeared since.

When docked (with peripherals connected), I disabled the power save feature on each USB device in the list that gave me the option.

I am also currently trying to replicate the problem on a 840 on which I haven't changed any settings yet, but I am having trouble with that as well...

Regards,

Mikael Forsberg

[MattiasS]

Hi

I realized that I changed the power settings when I was undocked on the computer where the problem came back. I did the changes now also when docked, I will update if that changed anything for me. 

Regards

Mattias 

[mickeforsberg]

Great! I will do the same.

Regards,

Mikael Forsberg

[Zerointerrupt1]

Anyone find a resolution to this?  We too have a few laptops that when we go into the field and come back to the office and dock them the USB root hub driver is in a 'failed to start driver' state.  I have tried all the power management and driver updates recommended but so far nothing has worked aside from a reboot or a hard power cycle.  The USB on the dock works fine as long as you do not remove it from the dock once the driver has loaded.

[Laurent_M]

Hi

I'm facing the exact same issue after upgrading to Creator Edition Version 1703 (Build 15063.0). Disabling the power option does not solve the issue and the problem still occurs randomly while powering-up the system.

The only worksaround I found is to go to the Device Manager, Remove the USB 3.0 eXtensilbe Host Controller and ask windows to re-install it. Then the USB device will work again without rebooting the laptop.

[mickeforsberg]

Do we have anything else in common?

Did you guys use a fresh install of Windows 10 or are you using the default installation? 

I misspoke, we are using the default install on each computer. Also domain connected.

[ant-e]

I have a problem with the exact same setup, Elitebook 840 G#, with ultra slim docking station.

A faster way than restarting the machine is to open device manager,

go to USB root hub 

right click and select properties

click disable and then click re-enable.

Keyboard and mouse start working again straight away.

I am trying to find the root cause, but as a work around I am currently looking at implementing a script to restart on failure.

[mickeforsberg]

I haven't got my hands on another 840 as they are all with customers. Has this issue been resolved from some update perhaps? We haven't heard from our customer in a while.