• ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
  • ×
    Information
    Need Windows 11 help?
    Check documents on compatibility, FAQs, upgrade information and available fixes.
    Windows 11 Support Center.
  • post a message
Guidelines
The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.

‎09-14-2020 02:24 PM - edited ‎09-15-2020 02:29 AM

HP Recommended
Product: Envy 15-ep0011na laptop
Operating System: Microsoft Windows 10 (64-bit)

Hello.

 

The laptop is new out of the box, and I am having problems with USB devices.

An identical, (also brand new) laptop also has the same issues, namely:

It will not recognise a (Sandisk Extreme) 500GB SSD when this is used with a USB 3.0 cable. Using a USB 2.0 cable, it is recognised and can be used, but of course at much lower USB 2.0 speeds.

Additionally, when using a (Pioneer DDJ-1000) DJ Controller, USB speed (loading tracks) is much slower than it should be - as though it is not functioning at USB 3.0 speeds.

I have tried turning the adaptors off and back on, with no success, and the drivers are up to date.

Incidentally, I have the 13" version of this laptop, and it does not have these issues.

Any help much appreciated, thanks.

 

EDIT: HP Support have confirmed this is a hardware issue (USB controller). The fact that 2 brand new laptops have this issue is somewhat disappointing. Back to the retailer they go.

Archived This topic has been archived. Information and links in this thread may no longer be available or relevant. If you have a question create a new topic by clicking here and select the appropriate board.
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation.
Didn't find what you were looking for? Ask the community
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.