cancel
Showing results for 
Search instead for 
Did you mean: 
Highlighted
New member
4 3 0 1
Message 1 of 7
7,413
Flag Post
HP Recommended

Solved!

Random disconnect/reconnect of USB connections & Optical Drive

HP ENVY TouchSmart 17-j041nr
Microsoft Windows 10 (64-bit)

At random intervals my computer disconnects then reconnects anything in the USB ports - including the built-in optical drive.

 

Symptoms are Windows Explorer randomly pops up showing the contents of my attached hard drives in the Explorer window. I can also hear the system sound that happens when a new USB device is plugged in and I can hear the Optical Drive make the clicking sound normally heard during boot up.

 

I have tested this issue and it happens on all 3 built-in USB ports with devices/drives that are both USB 3 and USB 2.


Anyone else have this issue and know how to fix it?

 

Don't know if it's relevant but this issue started just after the warranty expired and the OS was Windows 8.1 at the time- same as when I purchased the unit. It's been upgraded to Windows 10 Anniversary Edition and the issue remains unresolved.

 

Computer info:
HP ENVY TS 17 Notebook PC sold by Microsoft Store, listed at HP.com as "HP ENVY TouchSmart 17-j041nr Notebook PC", Product Number E7Z95UA#ABA. Running Windows 10 Home 64-bit (Anniversary). HP Product Support URL: http://support.hp.com/us-en/product/HP-ENVY-17-Notebook-PC-series/5396623/model/6422031/drivers

 

History: The computer came with Windows 8 Home installed, upgraded to 8.1 at the Microsoft Store in December 2013, then Windows 10 Anniversary Edition recently.

 

Status: All system drivers are up to date via Windows Update, HP Support Assistant, and over 30 system and device drivers recently updated using IObit Driver Booster 4 Pro.

 

Thanks in advance

6 REPLIES 6
Highlighted
Retired
Retired
17,747 17,730 1,294 1,987
Message 2 of 7
7,381
Flag Post
HP Recommended

Solved!

Random disconnect/reconnect of USB connections & Optical Drive

Hey there! @Rick_C-1, Thanks for stopping by the HP Support Forums!

 

I understand that USB ports keep disconnecting and reconnecting  automatically.

 

Please try few steps recommended below.

 

1. Scroll to the right and type 'Power Options' in the search field and click on it.
2. Click 'Change plan setting' on your chosen plan.
3. Click 'Change advanced power setting' on your chosen plan.
4. Find 'USB settings' and open.
5. Find 'USB selective suspend setting' and change it to disabled.

 

If you still have issues with your PC, please update BIOS from this link: http://ftp.hp.com/pub/softpaq/sp76501-77000/sp76843.exe

 

Let me know if this works!

Cheers! 🙂
 

A4Apollo
I am an HP Employee

0 Kudos
Highlighted
New member
4 3 0 1
Message 3 of 7
7,379
Flag Post
HP Recommended

Solved!

Random disconnect/reconnect of USB connections & Optical Drive

Thanks for the suggestion, however the Power Plan settings are already set the way you described. 

 

Before I start messing with the BIOS, can you please confirm that the update in the link you provided includes a definite fix for this specific issue, or is it an update that 'might' fix it?  

 

(just being cautious - don't want to just start trying fixes and hoping they work. That's a sure-fire way to ruin a computer)

 

Thanks

0 Kudos
Highlighted
Retired
Retired
17,747 17,730 1,294 1,987
Message 4 of 7
7,371
Flag Post
HP Recommended

Solved!

Random disconnect/reconnect of USB connections & Optical Drive

Hi! @Rick_C-1, thanks for the response.

 

Please find the BIOS update details provided below.

 

Provides improved security of UEFI code and variables.

NOTE: HP strongly recommends transitioning promptly to this updated BIOS version.

 

Sometimes BIOS update can fix many issues, So you can try updating BIOS and check if it helps.

 

 

Let me know if this helps!

Cheers! 🙂

 

A4Apollo
I am an HP Employee

0 Kudos
Highlighted
New member
4 3 0 1
Message 5 of 7
7,361
Flag Post
HP Recommended

Solved!

Random disconnect/reconnect of USB connections & Optical Drive

Thanks for your response. 

 

I'm not always on this computer so it might be a while, but I'll post back if updating the  BIOS fixed the issue (or didn't). 

 

Thanks again...

0 Kudos
Highlighted
New member
4 3 0 1
Message 6 of 7
7,329
Flag Post
HP Recommended

Solved!

Random disconnect/reconnect of USB connections & Optical Drive

So far, it seems updating the BIOS did the trick and fixed the issue.

 

Many thanks

Highlighted
Retired
Retired
17,747 17,730 1,294 1,987
Message 7 of 7
7,321
Flag Post
HP Recommended

Solved!

Random disconnect/reconnect of USB connections & Optical Drive

Hi @Rick_C-1! You're welcome and thanks for the reply,

I am happy to hear that your issue got resolved.

If you have any queries in future related to any HP products, you can always reach out to us.

We will try our best to help you out.

 

Take care,

Have a great Weekend ahead! 

 

 

Please click “Accept as 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!

A4Apollo
I am an HP Employee

0 Kudos
Be alert for scammers posting fake support phone numbers on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation