Spectre x360: one of two USB-C ports not working

[rlewis1]

I have a 13" Spectre x360 from early 2017. This problem isn't new, but I didn't make time to troubleshoot, since I haven't needed both USB-C ports at once until now.

The x360 has two USB-C ports on the right hand side. One of them, closer to the edge of the laptop, doesn't recognize anything plugged in. (I can't charge, connect to an external monitor, or use an external drive through that port.)

A fresh install of Windows 10 did not fix the issue, and all drivers are updated. 

Curiously, the Windows device manager recognizes when a USB hub is plugged into the broken port. With nothing plugged in, I see three options under the "Universal Serial Bus controllers" menu:

* Intel USB 3.0 eXtensible Host Controller - 1.0 (Microsoft)

* USB composite device

* USB root hub (USB 3.0)

When I plug in a hub, two more entries appear:

* Intel USB 3.1 eXtensible Host Controller - 1.10 (Microsoft)

* USB root hub (USB 3.0) [a second copy] 

Doing a diagnostic check with the support assistant produced the following result:

USB port - Failed - 9U3TGF-8HN9NM-MFPUQ1-8D1V03 - 8/1/2019

(I don't know how to interpret this.)

Any ideas? Thanks!

[The_Fossette]

@rlewis1,

Welcome to the HP Support Community!

I checked the failure code you have shared, and it looks like the USB port is gone bad. I recommend you contact support and they will assist you in this regard.

Here is how you can get in touch with support.

1)Click on this link – www.hp.com/contacthp/

2)Select the product type.

3)Enter the serial number of your device or select let HP detect your product option.

4)Select the country from the drop-down.

5)You should see the HP phone support number or Chat option listed.

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!