One USB3 port unresponsive to USB2 device

[jakesalomon]

Hi Y'all.

I see it's been a long time since I posted here.  Anyway..

I have a fairly new laptop with a couple of weeks left on the initial warranty.  A couple of weeks ago I noticed that one of the USB3 ports doe not respond when I stick in an old USB2 "drive". (OK with USB3 drive.)  The other USB3 port works fine for it.  During a 2-hour sessions with HP support, we realized that the defective port would still charge my cell phone.  So here's the symptoms:

• It works fine with a USB3 drive so that circuitry is working.
• It would charge my phone so I see the power aspect thereof is working.
• No response to any USB2 device on that port.  So something in the USB2 compatibility hardware is on the fritz.
• No BIOS-level hardware diagnostic finds anything wrong.  So HP claims there's nothing wrong, although the really good guy at MicroCenter was able to see my problem in action.  (Replicate on demand).  But HP won't replace the part.

What this tells me is that the diagnostic program is itself defective in that it's missing this issue.

There is an easy workaround: I have a 4-port USB extender on the other port so I am not lacking ports.  But it's annoying that such a new computer should start misbehaving so early.  And I see it as a harbinger of more trouble.  Like when is the other port gonna start giving me a hard time?  And operating full-time on a workaround does not solve the problem,

Anyone recognize this?  And what were you able to do about it?

Thanks for additional ideas.

-- JS

[Raj_05]

Hi @jakesalomon,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you. 

If one of your USB 3.0 ports is unresponsive when you connect a USB 2.0 device, there could be several reasons for this issue. Here are some things you can try.

• Check if the USB 2.0 device is working properly by connecting it to another computer or USB port. This will help you determine if the problem is with the device or the USB port.
• Make sure that the USB 3.0 port is not disabled in the BIOS settings. To do this, restart your computer and enter the BIOS settings by pressing the key specified on the boot-up screen. Look for an option related to USB ports and make sure that the USB 3.0 port is enabled.
• Update your USB drivers. Go to your computer manufacturer's website and download the latest USB drivers for your computer.
• Try connecting the USB 2.0 device through a USB hub. Sometimes a USB hub can help to bridge the gap between the USB 2.0 device and the USB 3.0 port.
• Check for any physical damage or debris in the USB 3.0 port. If there is any debris or damage, carefully clean the port with a soft brush or compressed air.

If none of these solutions work, there may be a hardware issue with the USB 3.0 port.

I hope this helps. 

Take care and have a good day.

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Alden4
HP Support