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‎12-13-2019 02:23 AM

HP Recommended
Product: Envy 17 Notebook
Operating System: Microsoft Windows 10 (64-bit)

Hi,

 

I'm dealing with a very mysterious issue for some months now and decided to find a solution.
One of my USB port is only detecting my wireless mouse and nothing else (other mouses, usb keys, etc., they don't even appear on my device management tool, but my mouse does, it even make the sound when I plug it), my other usb ports work well though.
The mouse is a Microsoft Wireless Mobile Mouse 3000 v.2, wich I'm using for some years now.
And in the boot diagnostic tool, I have this error when I run the test on the ports with another device :

ERROR ID : PQDB2M-7RL9ST-MFPWLJ-8D0P03
PRODUCT ID : K6X66EA#UUZ

 

Wich is a critical failure apparently...But since my warranty expired, there's no solution...

I'm wondering if it's a Windows issue, doing some dumb stuff as usual, or if it's a hardware issue (and in this case, did my mouse usb key "corrupted" my port ?)

 

Thanks in advance & best regards

1 REPLY 1

‎12-13-2019 02:39 AM - edited ‎12-13-2019 02:44 AM

HP Recommended

Hi @igor_r ,

 

The error message translates to an unspecified USB Failure.

 

I suggest running the HP PC Hardware Diagnostics UEFI -> Component Tests-> System board test

 

If the system board passed and one USB device is working, and you have not yet stated whether it is working in a single port or in all ports, chances are that the Windows OS has issues. 

 

Have you used the HP Support Assistant to see if there are critical driver updates?

Did this happen after a specific Windows update?

Which version of Windows 10 are you running?

 

Have you downloaded the HP Cloud Recovery utility and made a USB recovery flashdrive yet?

https://support.hp.com/us-en/document/c06162205

Was your notebook delivered with the HP Recovery media creator? If yes, have you made a recovery flash drive?


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