HP Spectre x360 13 USB 3.0 not working

[JonHig]

Hello,

I have a HP Spectre x360 - 13-ac002na which is now nearing the end of its manufacturer warranty. I had quite a few conversations with support when I first got the machine about the amount of fan noise even under normal operating conditions (the fan is on as I write this with just Firefox running) however I eventually got nowhere and reading around it just seems like it is how this laptop runs. Not ideal, but I'vev been able to put up with it.

Now I have another issue, my USB 3.0 port is no longer working. It won't even detect anything I plug in, and I've tried several different devices. I can't call support until Monday, so in the meantime has this happened to anyone before? Any ideas on how to fix it?

Or if not, then can anyone give me any advice on getting the laptop fixed under the manufacturer warranty. There is only 6 days left on it!

Thank you.

Jon

[EddyK]

Hello JonHig,

You're very lucky that you still have 6 days left.:smileyhappy:

Here's what you can do to prove to HP Support that you should be eligible for support options (if there is a failure):

1. Repeatedly press Esc upon startup
2. Select F2 (System Diagnostics)
3. Select the desired language
4. Navigate to component tests
5. Select USB port test

Also open Device Manager > View > Hidden Devices. Expand everything and let me know if you see a device with an error. If there is a device with an error, it is most likely a driver issue.

Let me know how it goes. If there is a failure in HP UEFI Diagnostics, well, call them and you should receive support options after providing the failure ID.

Contact HP Worldwide here.

Phone HP Worldwide here.

Check warranty status here.

Find an HP Authorized Service Center near you here.

Best regards,

Eddy

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[JonHig]

Hi Eddy, thank you for the response. I ran the component check and did indeed come up with a USB error:

USB Port Check: FAILED

FAILURE ID: U0823T-8KV93P-MFPUQ1-8D4U03

PRODUCT ID: z6L07EA#ABU

But looking through Device Manager, including hidden items, I couldn't see any errors:

I'll call them tomorrow. Is there anytjhing else I should do in the meantime?

I have my invoice of purchase. I wish I'd just sent it back for a refund when the fan noise issue started.

Jon

[EddyK]

Hello JonHig,

Checking Device Manager was just seeing if it was a Windows issue.

But this is a hardware issue. So contact support, provide them with the Failure ID, and you should be on your way. 

You don't need the proof of purchase; probably only your computer's serial number.

Contact HP Worldwide here.

Phone HP Worldwide here.

Check warranty status here.

Find an HP Authorized Service Center near you here.

Hope this answers your question,

Eddy

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Hit the thumbs up to show appreciation!