USB port 3.0 not working.

[SomePerson1]

Hello, I have 3 USB ports two 3.0 and one 2.0 one of them the 3.0 doesn't work I have tried plugging in an external hard disk and mouse they seem to work fine on the other two ports. The thing which surprises me is I have had a problem with the sound and they changed my motherboard to a new one.All other ports seem to work fine HDMI, Ethernet , headphone jack.  

[DavidSMP · Accepted solution]

Hi @SomePerson1,

Thanks for visiting the HP community. A very good day to you! 🙂 I read the post regarding issues with one USB 3.0 port not working on the computer. I will be delighted to assist you here.You've done an excellent job on diagnosing the issue from your end. Kudos to you on that score. I take it as a privilege to share this platform with you. 🙂

For better clarity and to assist you better I would require more information regarding this:

• Did this happen after a power outage or surge?
• Was it working after the motherboard was replaced by the technician?

For now, please try these steps:

• Run hardware diagnostics on the USB ports from this link: http://hp.care/2wr1AAN by following instructions under “Running the UEFI Component Tests” and check if the USB port fails.
• If it fails, it will display a failure code. Please make a note of it and contact HP phone support to get the computer serviced.

HP Technical Support can be reached by clicking on the following link: http://hp.care/2r9wSvP

• Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.
• Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.
• Once completed click the 'Show Options' icon on the bottom right.
• Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

They will be happy to assist you immediately.

If the unit is under warranty, the manufacturer’s warranty should take care of it for you.

For further assistance try these troubleshooting steps from this link: http://hp.care/2ylKBB3 to resolve USB related issues.

Please perform all these steps patiently as it is critical to resolving the issue. The trick is to remain patient, Going by your technical expertise and competence I am sure you will be able to perform these steps without breaking a sweat. 🙂

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

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help. If this helps, please mark this as “Accepted Solution” as it will help several others with the same issue to get it resolved without hassles.

Take care and have a superb week ahead. 🙂  

[SomePerson1]

It didn't happen after a power outage or surge. The moment I started using the laptop one day after being recieved from the technician it wasn't working. I have ran the UEFI diagnostics tool and it gave me a failure code.

Thank you for your assistance.  

[DavidSMP]

Hi @SomePerson1,

I thank you greatly for accepting this as a solution. We really worked as a team to figure things out. I am astonished by your computer skills and levels of technical expertise. It indeed has been a genuine pleasure to share this platform with you. 🙂

To simply say thanks, please click the "Thumbs Up" button to give me a Kudos to appreciate my efforts to help.

Do have a splendid year ahead. 🙂