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JPatt3
Beginner
4,280 Views

The 2 USB 3.0 ports on the STK2M3W64CC compute stick power supply are not working.

They have worked from time to time but very intermittent.

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14 Replies
Wanner_G_Intel
Moderator
285 Views

Hello JPatt3, Thank you for joining this Intel Community. We would like to gather some information to address this issue. -List the devices connected to the Intel® Compute Stick when this issue occurs. Wanner G. Intel Customer Support Technician Under Contract to Intel Corporation
JPatt3
Beginner
285 Views

I don't think it matters what is plugged in to the port but basically a regular thumb drive. I have tried different things, like a usb microphone, a usb 3.0 network adapter, a usb 3.0 port expander.  All of them act the same, most of the time when I boot the system they are inactive. I do not know what is different when they work on those rare occasions. I am really surprised that I seem to be the only person having this problem, unless I missed something.

I do have an additional question though.

Is there a specific usb driver in the device manager for the two usb 3.0 ports on the power supply?

Thank you, and looking forward to your response on this issue.

Wanner_G_Intel
Moderator
285 Views

Hello JPatt3, Thank you for your response. Windows® 10 has a native in-box USB 3.0 driver. Check Windows* updates, scan and apply all of them. Now, you may experience USB issues if you are connecting these devices at the same time. We recommend using a powered USB HUB only. Wanner G. Intel Customer Support Technician Under Contract to Intel Corporation
Wanner_G_Intel
Moderator
285 Views

Hello JPatt3, Are you able to use a powered USB hub for testing purposes? Wanner G. Intel Customer Support Technician Under Contract to Intel Corporation
JPatt3
Beginner
285 Views

Yes

Wanner_G_Intel
Moderator
285 Views

Hello JPatt3, If the unit shows the same behavior with a powered USB hub connected to it, please let us know. Wanner G. Intel Customer Support Technician Under Contract to Intel Corporation
JPatt3
Beginner
285 Views

Hello WannerG,

It does show same behavior. While the two ports did work once in a while, in the past, now they never work at all.

I have a "Drok" USB tester and there is no power on either of the two USB ports with the computer active and powered by USB "C" port.

Now for the real question, what can I do about this. I looked for this item on the Intel website in the parts area and they are not available as far as I can see. Do you have any suggestions of what next?

I would like to open the case on it and look for a bad solder joint or loose connection seeing as the power supply operates the computer just fine. And knowing that would probably void the warranty, do you know what it would cost to buy a new one if it becomes  available?

Sorry about the lengthy answer, like I said earlier, no one else seems to have the problem.

So again thank you, and looking forward to your comments.

Wanner_G_Intel
Moderator
285 Views

Hello JPatt3, If the built in 2-port USB 3.0 Hub on the adapter does not work at all even when connecting a wired keyboard/mouse, please try these steps: A. Restore factory defaults: 1. Press the power button and hold it down for three seconds. Then, release it before the 4-second shutdown override. 2. The Power Button Menu appears. 3. Press F2 to enter BIOS Setup. 4. Press F9 to restore factory defaults. 5. Press F10 to save and exit BIOS Setup. B. Make sure the BIOS running on the unit is up to date. Version: 0058 https://downloadcenter.intel.com/download/28022/BIOS-Update-CCSKLm30-86A-?product=91980 If these steps do not fix this issue, please let us know. Wanner G. Intel Customer Support Technician Under Contract to Intel Corporation
JPatt3
Beginner
285 Views

Hello again WannerG,

I did not do the BIOS restore because the computer, for some reason of its own, decided to do the Win 10 October features update. So, after many hours of downloads and cantankerous restarts it finally finished the major update.

And now the USB 3.0 ports on the power module are working. I have no idea how the update affected the two ports, but it must have changed something. However there is still a problem. While I am plugging in a thumb drive or, anything else for that matter, the device looses the connection and regains it intermittently while just slightly moving the USB plug. In other words I am thinking there is a bad connection within the unit. So I guess I have to ask again if you know a way to get a new power module?

Thank you for your help on this.

Wanner_G_Intel
Moderator
285 Views

Hello JPatt3, Power adapters for Intel® Compute Sticks are usually available at https://click.intel.com/. At this moment, we are waiting for an Estimated Time of Arrival (ETA). Another option would be for you to purchase a 3rd party adapter. If you would like to choose this option, make sure the the adapter has a USB 5V DC with USB Type-C connector with the maximum current rating of 4A. Please refer to the Technical Product Specifications (page 24) for more information. 2.2.3 Power Adapter Connector 2.2.4 Power Adapter and USB Hub https://www.intel.com/content/dam/support/us/en/documents/boardsandkits/computestick/STK2m3W64CC_STK... Wanner G. Intel Customer Support Technician Under Contract to Intel Corporation
JPatt3
Beginner
285 Views

WannerG,

I joined the click.intel site to get notified when the Part # - 1401-01ES0IN 5 volt module becomes available. I don't think 3rd party adapters provide USB 3.0 ports.

Anyway, if the part will be available in a while, then maybe it would be OK for me to open the case on this thing. My biggest concern was if I could not replace it if I were to somehow destroy the one I have, knowing the case is not meant to be opened. The $20 cost of a new module is certainly a fair price and totally acceptable to me to solve this problem. So I guess unless I get some sort of negative comment from you I will do this next and let you know what happened.

Wanner_G_Intel
Moderator
285 Views

Hello JPatt3, I am glad to hear that you received more information about the adapter for this unit. Now, trying to repair the unit by opening the power adapter may void the warranty. In this scenario, we recommend referring to https://click.intel.com/. Wanner G. Intel Customer Support Technician Under Contract to Intel Corporation
JPatt3
Beginner
285 Views

WannerG,

I joined the click.intel site to get notified when the Part # - 1401-01ES0IN 5 volt module becomes available but I don't think 3rd party adapters provide USB 3.0 ports.

Anyway, if the part will be available in a while, then maybe it would be OK for me to open the case on this thing. My biggest concern was if I could not replace it if I were to somehow destroy the one I have, knowing the case is not meant to be opened. The $20 cost of a new module is certainly a fair price and totally acceptable to me to solve this problem. So I guess unless I get some sort of negative comment from you, I will do this next and let you know what happened.

JPatt3
Beginner
285 Views

WannerG,

I joined the click.intel site to be notified when the Part # - 1401-01ES0IN 5 volt module becomes available, hopefully not too long.

As far as 3rd party adapters are concerned, I don't know of any that would provide the USB 3.0 ports, and the 5 volt part of this one is OK.

So I guess that will do it for now, I'll just wait till they come in.

Thanks again for all of your help on this, it is most appreciated.

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