USB port not working

kmac0913 · ‎08-19-2020

I have a USB port that won’t work no matter what I do. This USB port is apart of the usb board which has a 2.0 (not working) port, a 3.0 port, sd reader and Ethernet plug. I have replaced the usb board with two different boards and tried replacing the ribbon cable. All of this lead to the same problem the 2.0 port not working, this problem exists in both Windows 10 and Linux boots.

I believe the 2.0 port has some power it turns the light (see pic normally its brighter/flashing when fully working) on of a usb drive I have but won’t charge my phone.

please any help is extremely appreciated. only thing I can think of is the port is turned off in the Bios, but I don’t know how to get to that section of the Bois to check.

praveen196 · ‎08-23-2020

@kmac0913 Welcome to HP Community!

I understand that USB port is not working.

Please perform the USB port test and let us know.

1. Power off the PC and make sure that it is completely powered off.

2. Press the power button and the moment you press the power button immediately start tapping F2 key, you should see the system diagnostics screen.

3. Look for the component test, under that all the hardware will be listed, please choose USB and initiate the quick test.

Note: If it fails it will generate a 24 digits alphanumeric failure id, please capture that.

Keep us posted,

If you would like to thank us for our efforts to help you,

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post,

Have a great day!

kmac0913 · ‎08-31-2020

Sorry for the delayed reply I didn’t get a notification you replied.

the USB port test failed

failure Id: GLR3MK-7SWA7L-MFPWLK-8D0E03

product id: N8J97UA#ABA

praveen196 · ‎08-31-2020

@kmac0913

Thank you for the update.

The issue with USB port. In that case, I would suggest you contact our phone support and check for the support option. They will help you.

Or you can contact local service center for repair.

Here is how you can get in touch with phone 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.

We are experiencing longer than expected wait times to reach an agent due to the CoViD-19 impact and there might have been issues in you getting the expected resolution on the issue.

Have a nice day!!

kmac0913 · ‎08-31-2020

What is does failure code stand for?

praveen196 · ‎08-31-2020

@kmac0913

I understand your concerns.

failure Id: GLR3MK-7SWA7L-MFPWLK-8D0E03

USB Failure (unspecified) GPS, HUB, Modem, Network Card, Network Drive, PCI Card, PCMCIA, Switch, USB

USB port is mounted on the motherboard. The part has to be replaced.

Have a nice day!!

kmac0913 · ‎09-01-2020

The USB port that is not working is not mounted on my mother board. It is apart of the usb board, which had been replaced twice and in both cases the same USB port doesn’t work, I also replaced the ribbon cable too.

praveen196 · ‎09-01-2020

@kmac0913

I understand your concerns.

In that case, I would suggets you contact our phone support. They will help you.

Or you can contact the local service center for repair.

Have a nice day!!