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Message 1 of 4
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USB ports not working

HP Recommended
HP ENVY Laptop 17-cg0xxx
Microsoft Windows 10 (64-bit)

I have just taken delivery of a brand new HP Envy 17" laptop. It has one usb port on the left and two usb ports on the right. When I plug my external hard drive or mouse into the port on the left, no problem. When I try to use the ports on the right with the same devices nothing happens so these two ports are obviously not working. I have unticked the power save box on device manager for the ports as suggested in one of the articles but this did not help. I can't seem to call HP for support so don't know what to do, quite frustrating for a brand new product. Any help appreciated.

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HP Support Agent
HP Support Agent
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Message 2 of 4
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HP Recommended

Hi @Simcot,

 

As this is a hardware issue, I'd suggest you contact HP in your region regarding the service options for your computer.

 

Follow the instructions below to reach them:

 

1) Click on this link - https://support.hp.com/us-en/contact-hp

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6)Fill the web-form and proceed further.

 

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. Check next to your profile name, you should see a little blue envelope, please click on it.  

 

Have a great day! 

 

And, Welcome to the HP Support Community. 

 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

 

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Message 3 of 4
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HP Recommended

Thanks for the advice. I contacted them and they agreed that it was a hardware fault. I had to send the laptop to the repair facility in Manchester. They promised an 8 day turnaround but it is now going on for two weeks and I cannot get any answers out of them other than we will get back to you which never happens. So sorry that I bought an HP product but did not expect this from a supposedly premium brand.

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HP Support Agent
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Message 4 of 4
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@Simcot

Thank you for posting back. 

 

Apologize for inconvenience caused,

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.

ECHO_LAKE
I am an HP Employee

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