Solved: USB ports not working - HP Support Community

Sibehblur · ‎09-04-2014

Hi

I own a Envy Dv6 operating Windows 8.1

After one particular shut down, all my USB ports refused to work.

I checked my device manager and it showed that all my USB controllers are working properly, but under other devices three new unknown device showed up with an yellow triangle containing an exclaimation mark showed up. Right clicked and it says that the driver is not installed, but I can't seem to find any that the system is willing to recognise.

Can someone help me please? Without USB ports these days, I find it difficult to function properly.

Many thanks in advance!!

Great-Deku-Tree · ‎09-10-2014

Hey Sibehblur,

Try manually installing another driver instead of letting Windows find them for you.

1. In Device Manager expand Universal Serial Bus Controllers or Other Devices area containing the devices with missing drivers.
2. Right click on the device and choose Update Driver

3. Choose Browse my computer for driver software
4. Choose Let me pick from a list of device drivers on my computer
5. Choose any entry for USB Host Controller. If you have USB 3.0 ports make sure it says Enhanced in the name.
6. Click Next / Finish.

I had a similar issue on a custom desktop PC after updating to Windows 8.1 from Windows 8. The only drivers that would work were the generic drivers but I needed to force them to install. You may get a warning that the drivers may not work but they worked for me and let me use my 3.0 ports again.

You can also try using the HP Recovery Manager to restore the drivers for the USB ports. I'm not 100% how the Recovery Manager will respond to an unknown device but it's worth a shot. You can see how to do this here: Using Recovery Manager to Restore Software and Drivers (Windows 😎.

It's also possible that because the issue started after a shut down that this is the result of a Windows update. I see you don't have any restore points (which I suggest turning that on ASAP) but you can still try uninstalling recent updates manually. Here's how:

To do this follow these steps:
1. Boot into safe mode: Windows Startup Settings (including safe mode)
2. Press Windows Key + X.
3. Click Programs and Features.
4. Click View Installed Updates on the left hand side.
5. Click on the Installed On heading to sort by date installed.
6. Click on the update that was recently installed. (From the list above in bold.)
7. Click Uninstall at the top.
8. After you've uninstalled the updates test the startup.

If it works, block the Windows updates that caused the issue: (Windows 😎
1. Press Windows Key + X.
2. Click Control Panel
3. Click System and Security.
4. Click Windows Update.
5. Click Check for updates to rescan for available updates.
6. Click on # important updates are available. Where # is the number of available updates.
7. Right click on the update and choose Hide update. If the update is not shown, click the Optional tab on the left.

Let me know if any of that works.

Great-Deku-Tree
I work on behalf of HP

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View solution in original post

erico · ‎09-04-2014

Help us to help you by posting the following information.

1. The full Model No. and Product No. of the notebook - see This HP web document if you don't how to locate the model number and\or product number.

2. Is your notebook still covered under warranty? Check your warranty status Here.

3. Had you considered using system restore? If this issue was caused by a recent update, choosing a restore point dated before the update and running the restore process can be the simplest means of resolviong the issue.

I am a volunteer forum member. If my suggestion helped you solve your issue, help others by marking that post as the accepted solution. Say thanks by clicking on the Yes button next to the "was this reply helpful?"

Sibehblur · ‎09-04-2014

Hi Erico

Here are the details

Product name: HP ENVY dv6 Notebook PC

Product number: C0N47PA#AB4

I tried using the restore point but realised it was not activated. Please help!

Sibehblur · ‎09-04-2014

And forgot to add that warranty has expired by a few months.

erico · ‎09-05-2014

Help us to help you by posting the following information.

1. The complete Model No. and Product No. of the notebook - see This HP web document if you don't how to locate the model number and\or product number.

While loged into Windows use the fn + Esc key to invoke the system information dialog.

I am unable to identify your notebook with the identification you have provided. Please try identifying it again. Use the link in the preceding sentence.

Can you provide the PCI\VEN identifying information for the usb controller?

I am a volunteer forum member. If my suggestion helped you solve your issue, help others by marking that post as the accepted solution. Say thanks by clicking on the Yes button next to the "was this reply helpful?"

Otilol · ‎09-05-2014

Hi Sibehblur!

Try to right click those drivers with yellow triangle then delete, after you delete those drivers close the device manager windows and restart your computer properly and it will work!

Thanks!

Otilol

Sibehblur · ‎09-05-2014

Hi Erico

Thanks for being so patient with me and guiding me to solve this problem

My model number is HP ENVY dv6t-7300 CTO Quad Edition Notebook PC

Product number is CON47PA#AB4

The hardware ID you asked for is PCI\VEN_8086&DEV_1E31&CC_0C03

Thanks once again!

Sibehblur · ‎09-05-2014

Thanks Otilol - the solution didn't work for me, unfortunately. I'm aware that it works for some.

Anyway, thanks a lot for sharing!

Great-Deku-Tree · ‎09-09-2014

Hey @Sibehblur

I see you've got some unknown devices and your USB ports aren't working.

The hardware IDs you posted are for your chipset which would explain why the USB ports aren't working. Your chipset controls the northbridge and southbridge on the motherboard. The northbridge controls the major components of the motherboard such as the CPU, GPU and RAM. The southbridge controls the I/O devices like BIOS, USB ports, and other PCI devices.

You can download the chipset drivers for your notebook here: Intel Chipset Installation Utility and Driver.

Let me know if that works! 🙂

Great-Deku-Tree
I work on behalf of HP

If you found this post helpful, you can let others know by clicking the “Accept as Solution” button. You can also show your appreciation, with a kudos, by clicking the “thumbs up" button!

Sibehblur · ‎09-09-2014

Oh Great Deku Tree

I've tried installing the chipset previously. It didn't work. I tried again after receiving your msg - it still didn't work.

There are still 3 unknown devices re-appearing every time I reboot, even though I uninstalled them.

They appear to be USB root hubs without a proper driver.

Device Status : The drivers for this device are not installed. (Code 28)

Hardware ID : USB\ROOT_HUB20&VID8086&PID1E2D&REV0004

Any idea? 🙂

USB ports not working

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