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‎08-27-2022 05:32 AM

HP Recommended
Product: 15-dw1xxx
Operating System: Microsoft Windows 11

Hello,

 

I recently bought a new laptop. Not once have I been able to connect an USB mouse. I assume I´m missing USB drivers, see below:

Vilkku_0-1661599877404.png

I have been unable to find USB drivers from anywhere. I even downloaded HP Support assistant which installed quite a lot of things but no USB driver.

 

Hope you guys can help me!

1 ACCEPTED SOLUTION

Accepted Solutions

‎10-09-2022 05:34 AM

HP Recommended

Hello,

 

there is a hardware diagnostics tool in HP laptops. Once the computer is restarting, press Esc and you´re in. I ran the USB diagnostics and it returned a diagnostics code

 

9TQBVS-B1UB89-XD7V4K-8D1E03

 

This was related to hardware issues. HP customer care center replaced the computers usbboard as part of the guarantee and now it´s working. 

 

The solution was achieved by contacting HP services via phone.

View solution in original post

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13 REPLIES 13

‎08-27-2022 05:37 AM

HP Recommended

Hello @Vilkku 

Sorry to hear that you are having problems ... I would like to help you.

 

I want the check your current system configuration.

 

(1) Run    msinfo32

- Select <System Summary>:

--->>> copy/paste to following key/value pairs:

 

OS Name

Version

System Model

System SKU ( equals HP product number (p/n) )

BIOS Version/Date

 

(2) Start windows <device manager>

- Expand <Bluetooth USB>

- Expand <Mice and other pointing devices>

- Expand <Human Interface Devices>

- Expand <Network adapters>

- Expand <Sound, video and game controllers>

--->>> Send screenshots

 

(3) Please report your results

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‎08-27-2022 08:58 AM - edited ‎08-27-2022 11:34 AM

HP Recommended

Hi,

 

thanks, here's the info. Sorry about the finnish text.

 

OS Name - Microsoft Windows 11 Home

Version - 10.0.22000 Koontikäännös 22000

System Model - HP Laptop 15-dw1xxx

System SKU ( equals HP product number (p/n) ) - Not sure what this means, under the computer:

ProdID 4U4Z5EA#UUW

BIOS Version/Date - Insyde F.51, 1.9.2021

 

- Expand <Bluetooth USB>

Vilkku_0-1661612047245.png

- Expand <Mice and other pointing devices>

Vilkku_1-1661612089045.png

- Expand <Human Interface Devices>

Vilkku_4-1661612259080.png

- Expand <Network adapters>

Vilkku_2-1661612109546.png

- Expand <Sound, video and game controllers>

Vilkku_3-1661612134527.png

 

Hope these help.

Was this reply helpful? Yes No

‎08-27-2022 10:17 AM

HP Recommended

Hello @Vilkku 

 

Please edit your previous post and delete SN# data ( it's not allowed here and I didn't request that information )

 

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‎08-27-2022 10:37 AM - edited ‎08-27-2022 10:52 AM

HP Recommended

Hello @Vilkku 

Please follow instructions ...

 

(1) Download and install BIOS Update

HP Notebook System BIOS Update (Intel Processors)

F.54 Rev.A53.7 MBJun 3, 2022Download

Why should you install the update ?

https://support.hp.com/us-en/document/ish_4123786-2338478-16

Quote: "

Updating the BIOS is recommended as standard maintenance of the computer. It can also help resolve the following issues:

  • An available BIOS update resolves a specific issue or improves computer performance.
  • The current BIOS does not support a hardware component or a Windows upgrade.
  • HP Support recommends installing a specific BIOS update.

"


(2) Reboot

(3) Let BIOS be installed until it's completely done !

(4) Download and Install/Update

Intel Chipset Installation Utility and Driver

10.1.18793.8276 Rev.A1.0 MBMay 29, 2022Download

Intel Management Engine Interface (MEI) Driver

2145.1.42.0 Rev.A20.9 MBMay 30, 2022Download

Intel Serial IO Driver - Comet Lake

30.100.2020.7 Rev.A1.2 MBMay 31, 2022Download

Intel Software Guard Extensions Device (SGX) Driver

2.14.101.1 Rev.A11.7 MBMay 31, 2022Download


(5) Reboot and test

(6) Please report your results

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‎08-27-2022 11:56 AM

HP Recommended

Hi,

 

done and done. Nothing changed. 

 

When I insert an USB receiver (working set, have tested in another computer) to the port, nothing happens. Normally Windows would install the device. Now it´s not doing that.

 

When I have compared the driver list from this computer to a working computer, this has way less USB drivers. For instance, this one is missing "Generic USB hub". Could this be the reason for USB devices not working? 

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‎08-27-2022 12:46 PM

HP Recommended
@Vilkku wrote:

Hello,

 

I recently bought a new laptop. Not once have I been able to connect an USB mouse.

Hello @Vilkku 

Have you tested different USB devices ?

- <usb flash drive> type 2.0 and 3.0

- usb wired keyboard

- usb wired mouse

 

Please report your results

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‎08-28-2022 10:16 AM

HP Recommended

Hi,

 

I have tested two different mouses, flash drive, mobile phone and usb bar code scanner. Bar code scanner and mobile phone get power through the USB, but I´m not able to operate them. I would guess every device gets power but these give a signal when they do.

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‎08-28-2022 02:07 PM

HP Recommended

Hello @Vilkku 

 

(1) Backup <all> personal data (documents/pictures/videos etc...) to external USB hard drive

 

(2) --->>> Please reinstall your operating system !

--->>> You need to prepare bootable <USB flash drive>

 

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10

https://support.hp.com/us-en/document/ish_4511095-4511141-16

( All software and drivers are included )

 

Information:

ub6424_0-1661717142921.png

 

(3) Please report your results

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‎09-03-2022 05:15 AM

HP Recommended

Hi,

 

not to be disrespectful or anything, but how do you think this is possible when USB is not working? 

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