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Message 1 of 8
267
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USB Mouse not working. Device Manager shows: Unknown USB Device (Device descriptor request failed)

HP Recommended
HP Pavilion 15-cs2071nr
Microsoft Windows 10 (64-bit)

My USB 2 Mouse is not recognized.  The mouse works when connected to other PCs. USB 3 devices work.  I've tried multiple mice and other devices.

 

Device managers shows Unknown USB Device (Device descriptor request failed)

 

The events in device manager show "Device configured" then "Device not started." The error code is 43. I've tried the typical fixes:

 

  1. Removed the device manager entries
  2. Turned off power management for USB
  3. Checked for updated drivers/tried to reinstall the driver
  4. Checked for Windows updates
  5. Checked for updates with the HP Support assistant
  6. Confirmed BIOS is up to date
  7. Run the hardware diagnostics in the HP Support Assistant

I'm not sure what else to try?

7 REPLIES 7
HP Support Agent
HP Support Agent
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Message 2 of 8
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@PHL3

 

I reviewed your post and I understand that the USB port on your computer is not working.

 

Don’t worry, I assure you I will try my best to get this sorted.

 

I recommend you perform a system restore back to the date when the USB port was working fine and check if it helps.

 

Refer to the below article for detailed steps.

 

https://support.hp.com/in-en/document/c03327545

 

If you continue facing the issue, then follow the step in the below article and perform a test on the USB port.

 

https://support.hp.com/in-en/document/c03467259

 

Let me know how it goes and you have a great day!

 

P.S: Welcome to the HP Support Community 😊

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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Message 3 of 8
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Thanks for the help.

  • System restore didn't fix it
  • I ran the Fast and Extensive tests and everything passed
  • I've noticed that USB 3 devices work, but USB 2 devices fail

 

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HP Support Agent
HP Support Agent
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Message 4 of 8
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@PHL3

 

Maybe the devices you are trying to use are not compatible with the USB 3 port. However, I recommend you perform a recovery on the computer and check if it helps.

 

https://support.hp.com/in-en/document/c06162205

 

Let me know how it goes and you have a great day!

 

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

 

Cheers!

Stay Home – Stay Safe

The_Fossette
I am an HP Employee

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Message 5 of 8
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I ran the HP Cloud Recovery, which failed. The log contains the entries below.

 

FAILED DEVICE #0:
Description : Unknown USB Device (Device Descriptor Request Failed)
PNPDeviceID : USB\VID_0000&PID_0002\5&175F077A&0&3
Code : [43]

 

FAILED DEVICE #1:
Description : Unknown USB Device (Device Descriptor Request Failed)
PNPDeviceID : USB\VID_0000&PID_0002\5&175F077A&0&4
Code : [43]

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HP Support Agent
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Message 6 of 8
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@PHL3

 

I recommend you contact support to further diagnose the issue.

 

Here is how you can get in touch with 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.

 

Cheers!

The_Fossette
I am an HP Employee

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Message 7 of 8
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This is a dead-end for me. I don't see any USA support number. Can you please post this number in this thread. The failed restore has resulted in an unusable machine.

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HP Support Agent
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Message 8 of 8
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@PHL3

 

I have sent you a private message with the contact information.

 

Cheers!

The_Fossette
I am an HP Employee

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Warning Be alert for scammers posting fake support phone numbers and/or email addresses on the community. If you think you have received a fake HP Support message, please report it to us by clicking on "Flag Post".
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