USB port not working

[faster75]

Hello everyone,

unfortunately my new laptop HP has one of the two USB ports which is not working: the pc is 2 months old and I discovered the problem only now.

What could be the problem? 

What can I do on myself?

Or I have to send it to the Assistance?

Thanks in advance.

[Riddle_Decipher]

@faster75 Welcome to HP Community!

I see that you have 3 USB ports on that device, since two aren't working, did you check if the 3rd USB port works fine without any issues what so ever? If not, please check with alternate components, and try the below steps to resolve the issue:

Microsoft easy fix solutions: Microsoft provides a web-based automatic diagnostic and repair application. Go to the How to use Microsoft easy fix solutions webpage (in English) and select the troubleshooter that most closely matches your issue. Then follow the on-screen instructions. If the device still does not work, go to the next step.

Windows Update: Running Windows Update checks for operating system updates required for your computer. Go to Windows Update (in English) and follow the on-screen steps to check for updates, and opt in on all recommended and optional driver updates. If the device still does not work, go to the next step

Device Manager: You might be able to troubleshoot the problem using the Device Manager.

In Windows, search for and open Device Manager.

Follow the instructions below, depending on how your device is listed in the Device Manager:

• Unknown Device: A driver is not installed or was not set up correctly (Such as, when a USB device was removed while Windows was still setting it up as newly found hardware.). To correct this problem, uninstall and reinstall the driver for the device, as follows:

  1. Disconnect the device.

  2. Right-click Unknown Device, and select Uninstall.

     The Confirm Device Uninstall window opens.

  3. Click the box next to Delete the driver software for this device (if it is shown).

  4. Click OK.

  5. Restart the computer.

  6. Reinstall the device per the manufacturer instructions.

• Other Device: The USB ports are working but device drivers need to be installed. To correct this problem:

  1. Disconnect the USB device, and wait 20 seconds.

  2. Install the drivers per the manufacturer instructions.

• Device Name is shown: USB ports and basic plug-and-play are working correctly. There is a physical problem with the device or there is an issue with the device drivers. One of the following steps might resolve the problem:

  • Restart the computer and try connecting the USB device again.

  • Disconnect the USB device, uninstall the device software (if any), then reinstall the software.

  • Uninstall and reinstall the device as follows:

    1. With the device connected, right-click the name of the device in Device Manager and select Uninstall.

       The Confirm Device Uninstall window opens.

    2. Click the box next to Delete the driver software for this device (if it is shown).

    3. Click OK.

    4. After the name of the device is removed, disconnect the device and restart the computer.

    5. Try installing the device again per the manufacturer instructions.

  • If the device is a communication device, double-click the device name and set the COM port to a different number; from COM4 to COM3 for example.

• Device is not listed: If the device is not listed at all, go to the next step.

FOR DETAILS & FURTHER INSTRUCTIONS, USE THIS LINK: CLICK HERE & SKIP TO STEP 8 ONWARD

(By the end of this article all the issues should be resolved)

Keep me posted, as I (Or a trusted colleague) shall follow-up on this case to ensure the concern has been addressed, 

And your device is up and running again, only in case you don't get back to us, first! 

That said, If the information I've provided was helpful, give us some reinforcement by clicking the solution and kudos buttons, 

That'll help us, and others see that we've got the answers!

Good Luck.

[faster75]

Hello Riddle,

thank you for your help and sorry for the late reply: a lot of work and I needed time to do all these test.

Unfortunately they did not help: my laptop has 2 USB ports 3.1 Gen 1 and 1 USB type C port.

Type C port is OK, it works without problem (tested the same devices that do not work on one of the two USB 3.1).

One of the two USB 3.1 ports still does not work: I am sure at the beginning (one month and a half ago when I bought the pc it was ok and working, because I loaded all the files through an external hard disk. The otherUSB 3.1 port is constantly occupied by the trasponder of the wireless HP mouse).

So one the two USB 3.1 is completely silent even though from the Windows Device Manager it is rated OK and as working. But when I do the test from BIOS/UEFI I get this error: PTX4RQ-9QC9RS-XD7XHG-8D0A03.

I called the HP assistance and I was told that this is an hardware error and I have got to send the PC to the Assistance (already…!!).

How is it possible that at the beginning this port was working?

Is it possbibly due to some software updates??

Thanks in advance.

[Riddle_Decipher]

@faster75 Thank you for the details, I've managed to decipher the failure ID you've mentioned and this is what is represents: USB Failure (unspecified) Code 434, this is a hardware malfunction and I suggest you talk to HP support and discuss your options, follow the below steps to get started:

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[faster75]

Thank you, this is what I have already done: talked to HP Assistance on Monday, they will gather my laptop at home and will bring back once repaired. I am from Italy.

What I do not understand is why this USB port stopped working?? One month ago I used it to transfer all the files...I bought this laptop new one month and a half ago and I already have to send it to Assistance!!!...What a shame!

I expected more from HP in terms of quality honestly.

I hope better for the following!!

Thanks anyway for your support.

[Riddle_Decipher]

@faster75 I understand your concern and it looks like the USB ports were defective and as far as I can tell, the replacement should fix the issue once and for all,

That said, I appreciate your time and I hope your day gets better, take care.