SS USB ONLY RECOGNIZES SOME DEVICES

[Ri33a]

Hi. I recently bought this laptop and the two ss USB ports were accepting all my flash drives and cables now about a week ago I've realized that the two ss USB ports are only accepting my flash drives and cables that have blue inner pieces. If I try to use a flash drive or cable with a grey/black inner piece it does not connect to the laptop fully (my phone would charge through the cable but not open files, my pen tablet would connect but not move the mouse on screen). The ss USB ports definitely work and my flash drives/cables also work. I've used the cables/flash drives on the ss USB ports on my other laptop and they connect there but still don't connect on this laptop. Additionally, I ran a system diagnostic test on the port, the results were: when a blue cable/flash drive was inserted in the port I got no error message but when a black one was inserted I receives a failure id code. So clearly the entire ss USB ports aren't faulty if I do not get a failure id every time. This is the failure id if it is any help: 97PU5S-BLRBNC-MFGH4K-8D7Q03

note: my one non ss USB works perfectly fine 

Here's what I have already tried:

- uninstalling and reinstalling the ports on device manager 

- reset laptop 

- bios roll back

- bios update

I'm not sure what could be the issue, any help would be greatly appreciated. Thank you!

ps: would prefer help that does not suggest replacing the ss USB ports etc as they do work still with blue cables so i'd rather get it to work with all than buy a whole new one when there's 'life' in this one still. thank you

[Raj_05]

Hi @Ri33a,

Welcome to HP Support Community.  

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

If your HP Laptop PC with USB ports is only recognizing some devices and not others, there could be several reasons for this issue. Here are some troubleshooting steps you can follow to identify and potentially fix the problem.

Check the USB devices: Ensure that the USB devices you are trying to connect are functioning correctly and compatible with your laptop. Try connecting the devices to other computers or laptops to verify if they work elsewhere.

Test different USB ports: Some laptops may have multiple USB ports. Try connecting the devices to different USB ports on your HP laptop to see if the issue is specific to a particular port.

Restart your laptop: Sometimes, a simple restart can resolve temporary software glitches that might be causing the issue.

Check Device Manager (Windows) or System Information (macOS): Open the Device Manager on Windows or System Information on macOS to see if the connected devices are being recognized by your laptop. If they appear in the list, there might be a different issue with the devices themselves or their drivers.

Update USB drivers: Outdated or corrupted USB drivers can lead to connectivity problems. Go to the HP website and check for driver updates related to your laptop model. Download and install the latest USB drivers.

Check for OS updates: Make sure your laptop's operating system is up to date, as newer updates may include bug fixes for USB connectivity issues.

Disable USB Selective Suspend (Windows): On Windows, there is a power-saving feature called "USB Selective Suspend" that can cause some devices to disconnect when not in use. You can disable this feature to see if it resolves the problem.

• Go to Control Panel > Power Options.
• Click "Change plan settings" next to your selected power plan.
• Click "Change advanced power settings."
• Expand "USB settings" and then "USB selective suspend setting."
• Set both "On battery" and "Plugged in" options to "Disabled."
• Click "Apply" and then "OK."

Reset USB controllers (Windows): You can try resetting the USB controllers to resolve issues related to their functioning.

• Go to Device Manager (right-click on the Start button and select Device Manager).
• Expand the "Universal Serial Bus controllers" section.
• Right-click on each USB Root Hub and select "Uninstall device."
• After uninstalling all USB Root Hubs, restart your laptop. Windows will automatically reinstall the USB drivers.

Try a USB hub: If certain devices work when connected through a USB hub but not directly to your laptop, there may be an issue with the laptop's USB ports. Using a USB hub can act as an intermediary solution.

I hope this helps. 
 

Take care and have a good day.

Please click “Accepted 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!

Alden4
HP Support 

[Ri33a]

Hey, i have tried all of the options provided and it still doesn't work. 

The only thing I did not try was this -> Disable USB Selective Suspend (Windows)  I followed the instructions but there is no USB option for me to expand in those settings. Thank you nonetheless for the help offered. 

[Raj_05]

Hi @Ri33a,

Thank you for your response,

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support