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STurn14
Novice
292 Views

USB Port works with external ssd, but not with mouse/keyboard/hub, etc...

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Hi, a few months ago a single usb post on the rear of my hades canyon stopped working, i had my mouse plugged in, i went though support, reset my bios, updated my bios, used the windows usb checker, nothing worked so i was asked to return the nuc for a replacement, which i still need to do, however, today  updated the bios to the latest version and now the port will recognise my external WD SSD with no issues, but will not work with anything else plugged in, mouse, keyboard, hub, etc, etc... any ideas as my next move is to return the nuc, but just anted to try all avenues first, thank you in advance for any suggestions...

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1 Solution
n_scott_pearson
Super User Retired Employee
242 Views
A USB 3.0 port consists of a USB 2.0 High Speed port and a Super Speed port running in parallel. It sounds like the USB 2.0 portion isn't working. The Super Speed portion doesn't service this class of devices, causing them to not work, but does support the HDD adapter, which uses the Super Speed portion.
Bottom line, hardware failure. My educated guess is that this failure is back at the PCH (chipset component) and, while it could have occurred in the field (via plug of bad device), I would have expected a larger failure if this was the case. I recommend you contact Intel Customer Support directly to arrange RMA of the base unit.
...S

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n_scott_pearson
Super User Retired Employee
284 Views

This sounds to me like you might have a rogue USB device. Power on with only keyboard and mouse connected (directly; not via hub!) and verify working ok. Repeat adding one device at a time until you recognize that something is wrong. [Aside: If your norm is to have mouse and keyboard plugged into hub, test with all three plugged into the NUC separately first. Then, test again with the keyboard and mouse moved to the hub.] Whatever device was last attached when you recognized something was wrong is going to be the culprit.

If the device that seems to cause the problem has a replaceable cord, try replacing the cord. I have seen some incredibly crummy cables shipped with some (so-called quality) devices. I have also seen cables that work great for a while but then suddenly fail (they were flexed that one time too many).

Hope this helps,

...S

STurn14
Novice
264 Views

Thank you for your suggestion, but the devices are fine, back story, ever since buying the hades canyon i used one of my usb ports to charge my iphone and sync to itunes, this was fine for about 6 months, then it stopped working, i tried other cables and still no luck, so i tried to plug in other devices to the usb port to see if they would work and nothing did, mouse, keyboard, printer, hub, all directly plugged in to the usb port, but before about to return it yesterday i tried again and still nothing worked in the usb port, all except an external wd ssd drive, this worked fine, no issues at all, i am not a technical person so don't understand much, but nothing works in this usb port except my external wd ssd drive, but from new, i had never plugged anything else into this usb port, so not sure if there was an issue from the start?

n_scott_pearson
Super User Retired Employee
243 Views
A USB 3.0 port consists of a USB 2.0 High Speed port and a Super Speed port running in parallel. It sounds like the USB 2.0 portion isn't working. The Super Speed portion doesn't service this class of devices, causing them to not work, but does support the HDD adapter, which uses the Super Speed portion.
Bottom line, hardware failure. My educated guess is that this failure is back at the PCH (chipset component) and, while it could have occurred in the field (via plug of bad device), I would have expected a larger failure if this was the case. I recommend you contact Intel Customer Support directly to arrange RMA of the base unit.
...S

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STurn14
Novice
237 Views

Ah thank you, you have made perfect sense and seem to know your stuff, i'll sort out a return in the next few days, thank you again for your advice, greatly appreciated!

AndrewG_Intel
Moderator
220 Views

Hello @STurn14

Thank you for posting on the Intel® communities.


We are glad to know that the information provided by the community has been helpful to clarify your concerns. Thank you @n_scott_pearson for this detailed explanation and for your support.

We also agree that the best recommendation is to contact Intel® Customer Support for warranty assitance either by replying back through email using your original support case or using the "Contact us link": https://www.intel.com/content/www/us/en/support/contact-support.html#@7


In case of using the second option, please make sure to select your country or region and to contact us within your local business Support hours. Also, please make reference to your previous original case number in order to expedite the process for you.

If you need any additional information, please submit a new question as this thread will no longer being monitored.


Best regards,

Andrew G.

Intel Customer Support Technician


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