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Beginner
1,079 Views

NUC6i7kyk usb ports not recognizing Transcend external hdd.

Just got my NUC and transferred all my old PC to it, using Laplink PCMover. Works great except:

Only the back bottom port recognizes my Transcend 500GB external drive, but then my mouse freezes!

I updated all drivers today and made sure that the USB hubs do not go to sleep. Needless to say that the drive works perfectly well on other PCs.

Have not found any similar question on the forum; any idea will be greatly appreciated!

thanks.

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6 Replies
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Super User Retired Employee
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Please describe your system. What memory (provide part numbers)? What O/S?

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Beginner
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Thanks,

I run Windows 10 pro 64 bit. 16 GB DDR4 Ram single channel

My Crucial memory part number is CT16G4SFD8213.C16FH1

I forgot to mention that all other peripherals run perfectly well on all four USB ports (mouse, keyboard, scanner, printer, other USB sticks).

I even updated the firmware on my Transcend Storejet SJ25M external drive. Meanwhile I found that both back ports will recognize the drive, but not the front ports.

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Super User Retired Employee
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Have you installed the Chipset Software package? If not, you should do so. If so, you should reinstall it using an alternate method:

  1. Download package in ZIP form.
  2. Extract package to a temporary folder.
  3. Open Command Prompt and change directory to this temporary folder.
  4. Execute command "setupchipset -overall".
  5. Reboot.
  6. Test.

Hope this helps,

...S

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Beginner
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Thanks Scott,

Installed chipset as instructed, but unfortunately this remedy did not work.

Any other thoughts?

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Super User Retired Employee
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Yes, one other thought: Have you ever checked the power situation with this drive? I am wondering if it is either drawing too much current or the voltage droop (load) is too much. You can test this with a multimeter or, if not EE inclined (or just don't want the hassle), you can get an inline USB tester that neatly takes care of this for you. On Amazon, a USB 2.0 tester is US$13 (https://www.amazon.com/Tacklife-Digital-Multimeter-Chargers-Capacity/dp/B074QCYQJ5 here, I have this one and it works great) and a USB 3.0 tester is US$29 (https://www.amazon.com/DROK-Protector-Multimeter-Capacitance-Thermometer/dp/B01C8IJERG here, I just ordered one of these to try out).

...S

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Beginner
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I have no problem using a multimeter; I have a good one and know how to use it.

However, I just discovered a USB Troubleshooter from Microsoft {https://support.microsoft.com/en-za/help/17614/automatically-diagnose-and-fix-windows-usb-problems https://support.microsoft.com/en-za/help/17614/automatically-diagnose-and-fix-windows-usb-problems } and it says thus: the USB controller is in a failed state or is not currently installed.

My device manager shows what you see in the clip, and all three entries say "this device is working properly". So now I am really confused...

besides, could it be that on this NUC the power is not enough?!

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