USB ports not working

[Aryll]

Hi Everyone,

I would like to ask for your help about an issue with my laptop's USB ports.

The problem:

My laptop's two USB SS ports aren't working. Back when I installed Windows 10, they were functional, but this problem persists for a while now. If I connect a device to them, it does power up, but the system does not recognize any device.  In Device Manager, only one USB controller is shown - I assume this belongs to my one and only working USB port. I've read this problem might be caused by the ports being disabled, and I can enable them in BIOS' Advanced tab. However, this tab doesn't show up for me, and I'm unable to access it. (One problem seemed to be leading to the other, this is where I was stuck.)

What I tried:

• Searched for driver updates with HP Support Assistant, no updates related to the issue were found.
• Wanted to check the USB ports using HP PC Hardware Diagnostics, but couldn't find any options for testing them.
• Disabled Power Management for USB connected devices, no luck.

Since the ports used to work after installing Windows, I assume a re-install might fix them, but this isn't an option right now.

Thanks for everyone who can help!

Vivien

[Echo_Lake]

@Aryll

Thank you for posting on the HP Support Community.

Don't worry as I'll be glad to help, 
I appreciate your efforts, this seems like a hardware related issue with the HP notebook. As we have limited support boundaries in the support community as of now. I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically. 

HP Support can be reached by clicking on the following link:  www.hp.com/contacthp/​​​​​​​

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.