HP PCs - Troubleshooting USB connections (Windows 10)

Perform the following steps, as applicable, to troubleshoot USB devices that are not working correctly.

1. Power: If the USB device operates on battery power, make sure the batteries are correctly seated and are functional. If the USB device operates on external power, make sure that all the power connections are secure and the power cord is connected to a power source.

2. Test the USB connection: Sometimes, simply disconnecting and reconnecting the USB device to the computer can solve the problem:

   1. Disconnect all USB devices from the computer except a USB mouse and keyboard (if in use). This includes hubs, thumb drives, printers, and cameras.

   2. With all USB devices disconnected, do one of the following:

      • If you have a desktop computer, connect the device that is not working correctly to one of the USB ports on the back of the computer (the ports attached directly to the motherboard).

      • If you have a notebook computer, connect the device that is not working correctly to a USB port on the notebook. Do not use a USB port replicator (such as a docking station or USB hub).

   What happens when the device is connected?

   • The device works correctly: The problem is most likely related to power or poor overall system performance.

     Note:

     To prevent the USB device from failing in the future: Do not connect too many devices to the computer; wait 5 seconds after connecting a device before using it; use powered hubs to connect other devices; and do not attach USB devices when the system is busy (running slower than normal).

   • The device does not work: Leave the device connected and continue to the next step.

3. Install the USB device manufacturer software. Some USB devices require manufacturer software be installed before the USB device will work.

   1. If the USB device came with software, and it was not previously installed, install the software now, following the manufacturer instructions.

   2. After installing manufacturer software, reconnect the USB device that was having problems.

   The device should now work correctly. If problems persist, continue to the next step.

4. Use a built-in Windows troubleshooter.

   1. Select Start > Settings > Update & Security > Troubleshoot.

   2. Select the troubleshooter that most closely matches your issue, and then select Run the troubleshooter.

   3. Follow the on-screen instructions and resolve any errors found. If the device still does not work, go to the next step.

5. Run Windows Update to check for operating system updates required for your computer. Go to Windows Update (in English) and follow the on-screen steps to check for updates, and opt in on all recommended and optional driver updates. If the device still does not work, go to the next step.

6. If the USB device was previously working, then subsequently became unusable, try Microsoft System Restore to go back to a time prior to when the device failed. See HP PCs - Using Microsoft System Restore for more information. If the device still does not work, go to the next step.

7. You might be able to troubleshoot the problem using the Device Manager. In Windows, search for and open Device Manager. Follow the instructions below, depending on how your device is listed in the Device Manager:

   • Unknown Device: A driver is not installed or was not set up correctly. (For example, when a USB device was removed while Windows was still setting it up as newly found hardware.) To correct this problem, uninstall and reinstall the driver for the device, as follows:

     1. Disconnect the device.

     2. Right-click Unknown Device, and select Uninstall.

        The Confirm Device Uninstall window opens.

     3. Click the box next to Delete the driver software for this device (if it is shown).

     4. Click OK.

     5. Restart the computer.

     6. Reinstall the device per the manufacturer instructions.

   • Other Device: The USB ports are working but device drivers need to be installed. To correct this problem, do the following:

     1. Disconnect the USB device, and wait 20 seconds.

     2. Install the drivers per the manufacturer instructions.

   • Device Name is shown: USB ports and basic plug-and-play are working correctly. There is a physical problem with the device or there is an issue with the device drivers. One of the following steps might resolve the problem:

     1. Restart the computer and try connecting the USB device again.

     2. Disconnect the USB device, uninstall the device software (if any), then reinstall the software.

     3. Uninstall and reinstall the device as follows:

        1. With the device connected, right-click the name of the device in Device Manager and select Uninstall.

           The Confirm Device Uninstall window opens.

        2. Click the box next to Delete the driver software for this device (if it is shown).

        3. Click OK.

        4. After the name of the device is removed, disconnect the device and restart the computer.

        5. Reinstall the device per the manufacturer instructions.

     4. If the device is a communication device, double-click the device name and set the COM port to a different number; from COM4 to COM3 for example.

   • Device is not listed: If the device is not listed at all, go to the next step.

8. Uninstall USB Root Hubs to force the system to reinstall the root hubs next time the computer is started. Use the following steps to uninstall USB Root Hubs:

   1. Disconnect all USB devices connected to the computer except a USB mouse and keyboard (if in use). This includes hubs, thumb drives, printers, and cameras.

   2. In Windows, search for and open Device Manager.

      The Device Manager window opens.

   3. Double-click Universal Serial Bus Controllers to expand the list.

      

   4. Right-click the first USB Root Hub in the list, then select Uninstall.

      

   5. Click OK to confirm.

   6. Continue uninstalling all USB Root Hubs listed.

   7. Close Device Manager and restart the computer.

   8. If the USB device that is having problems came with software and it was not previously installed, install the software now, following the manufacturer instructions.

   9. Reconnect the USB device that was having problems and test it to see if it works.

If the USB device does not display in Device Manager, there might be a power requirement issue. Perform the following steps until the device is detected.

1. Disconnect the device.

2. Restart the computer.

3. Connect the device and wait 5 seconds. If the device is not recognized, disconnect it and go to the next step.

4. In Windows, search for and open Device Manager.

   The Device Manager window opens.

5. Double-click Universal Serial Bus Controllers to expand the list.

   

6. Double-click a USB Root Hub, click the Power tab, then click Power Properties (if it is shown).

   Note:

   The Power tab displays only in USB 2.0. There is no Power tab in USB 3.0.

   Devices that are attached to the hub are shown, as well as the power that they require. If the total displayed power is over 500 mA, remove the devices and use a powered hub.

   

7. Continue looking at the power properties of each USB hub. If the total Power Required exceeds the Total power available for the hub, remove a device on that hub to lower the Power Required number.

8. Connect the device and wait 5 seconds. If the device is not recognized, disconnect it and go to the next step.

9. Remove high-speed USB cables that are over 3 m (9.8 ft) in length and use high-speed cables that are shorter than 3 m.

   Only use high-speed cables shorter than 3 m in length with high-speed USB devices (multifunction printers, scanners, and cameras).

10. If the USB device is connected to a USB port on a keyboard, disconnect it, then connect it to a USB port on the computer or to a powered hub.

11. There might be an issue with the USB port. Try connecting to a different USB port. If the USB device displays in Device Manager after connecting the cable to a different port, then uninstall and reinstall the USB device software driver.

12. Consult the manufacturer of the device for support if the device still fails to display.

If your desktop computer came with USB ports on the front of the computer and they do not work, a cable inside the computer might have become disconnected.

1. Turn off the computer, disconnect the power cable, and position the computer so that you can easily work on it. If necessary, disconnect cables and move the computer to a table over a non-carpeted floor.

2. Remove the side panel. If needed, you can find instructions that specifically match your computer by searching HP Customer Support (at the top of this page) using the model number of your computer and the term "opening the case".

3. Look inside the computer. Wires coming from the USB PCA board at the front of the computer are routed to a set of USB pins on the system board. Make sure that this connection is secure. If the wires are not connected or are partially connected, secure the wires to the proper USB connection on the system board.

   To find where the USB connector is located on the system board, look for 5 pairs of pins with a label that starts with USB, JUSB, FRONT_USB, or F_USB. If your system board has two sets of pins, FUSB1 and USB2 for example, use the lower number first. Also, you can refer to the system board specification that matches your specific model of computer. Find the system board specification from the HP Customer Support for your computer model.

   

4. After the front USB wires are connected securely, replace the side panel.

5. Make sure that there are no devices or cables connected to the front USB ports.

6. Connect the power cable (and the mouse and keyboard if they were previously disconnected).

7. Turn on the computer and wait for Windows to find the new hardware.

8. You can use the front ports after Windows has installed drivers for the USB ports.

If your computer does not recognize the mouse or if the mouse is very slow to respond, download and install the latest USB 3.0 driver.

1. Go to the HP Drivers & Support webpage.

2. Use one of the available methods to identify your computer model. The software and driver results page displays when the computer model is identified.

3. Click Driver – Chipset.

4. Download the USB 3.0 Driver, and then follow the on-screen instructions to complete the installation.

5. After the driver has downloaded and installed, restart the computer.

Some USB 2.0 devices do not work in USB 3.0 ports. To fix this, uninstall the USB 3.0 driver in Device Manager.

1. In Windows, search for and open Device Manager.

2. Double-click Universal Serial Bus Controllers to expand the list, and then locate the USB 3.0 root hubs.

   

3. Right-click the USB 3.0 Root Hub, and then click Uninstall.