USB ports not working

[juanmacedo]

I performed the 'Reset this PC' procedure yesterday to reinstall Windows. Is that what you meant?

[erico]

No.

A fresh install is an actual completely fresh install of Windows operating system. It is a clean slate, not a partial like a reset.

You will need a USB flash drive of 16GB or higher capacity.

See the Microsoft web page at the link below.

https://www.microsoft.com/en-us/software-download/windows10

[juanmacedo]

I'll try that as well. Is there a way to check if it's not a hardware issue, specifically in the circuits?

[erico]

Yes.

You can test the usb ports from a  hardware perspective by running the USB port tests in the HP PC Hardware Diagnostic UEFI utility. 

If the component test for USB ports passes, it means that the issue is not hardware related.

You can download the latest HP PC Hardware Diagnostics UEFI – v10.4.1.0 version from web document at the hyperlink below this line.

https://support.hp.com/us-en/help/hp-pc-hardware-diagnostics

[juanmacedo]

Yes, I have tried to perform the USB tests that appear there, but they are interactive and ask me to connect a device. I connect it, it doesn't recognize it, I press enter again, and it gives me the following error code: Q0CESX-A3BC3E-MFGG2J-8D1003.

[erico]

That would indicate to me that the issue is at a firmware or hardware level.

You can try the fresh Windows install method, but it probably won't help since you have tested the USB port from outside of the operating system.

I will see what the error code says. All we can get is basic information as the  error code translation utilty we used to have was removed from the sources we used to have

I will do that and post the result here.

[juanmacedo]

I entered this page: support and got this:
"HP USB port check has identified a critical failure in your system that r

equires repair."

Failure details - USB port check:
Failure ID:
Q0CESX-A3BC3E-MFGG2J-8D1003
Test date:
2024-04-19
Component tested:
USB port check
IMPORTANT:The test found a problem with USB port.
Additional guidance
Please use another USB device and re-test again following the on screen steps.

[erico]

That would indicate that there is a component issue, probably a USB controller chip issue on the system board.

[juanmacedo]

How strange, why can that happen? I only connected a pendrive when I installed Windows and then I didn't use the USB ports anymore

[erico]

That is a good question, but I don't have an answer for that one.