Why the USB-C stopped work? | PCSPECIALIST

Why the USB-C stopped work?

SpyderTracks

Bingo Bango Orchestrator
Moderator
Why the 2x USB-C stopped work?

I received the Mini-PC on 12/03/2021

Order Number 2018010
None of us work for PCS just to let you know, we're just techies who like to help out.

If you can read through the following and post the extra information?

 

MarMae

Member
Hi,

It was working the 2x USB-C/Thunderbolt port until yesterday and is not working anymore. I am connecting a USB HUB, I tested the USB HUB in another PC and Laptop, it's working fine, does not work anymore in the Mini-PC ordered from PCSPECIALIST

Windows 10 it's updated and also the USB driver.

Can you help me to fix this issue, please?


Here you the specs:

Case ASUS Ultra Small Form Factor Case Ryzen 3 4300U/HDD (PN50-BBR047MD)
Processor (CPU)AMD Ryzen™ 3 Quad Core Processor 4300U (2.7GHz, 3.7GHz Turbo)
MotherboardPN50 Ultra Small Form Factor (HDMI/USB-C/DP1.4, USB 3.1)
Memory (RAM)64GB Corsair 2666MHz SODIMM DDR4 (2 x 32GB)
Graphics CardAMD® Radeon™ RX Vega 5 – 1,400 MHz
1st Storage Drive2TB PCS 2.5" SSD, SATA 6 Gb (520MB/R, 470MB/W)
1st M.2 SSD Drive2TB INTEL® 660p M.2 NVMe PCIe SSD (up to 1800MB/sR | 1800MB/sW)
Power Cable1 x 1 Metre Cloverleaf UK Power Cable
Sound Card2 Channel High Definition Audio + MIC/Headphone Jack
Wireless Network CardWIRELESS INTEL® Wi-Fi 6 AX200 (2.4 Gbps) + BT 5.0
USB/Thunderbolt Options2 x USB 3.1 PORTS (Type C) + 3 x USB 3.1 PORTS
Operating SystemWindows 10 Professional 64 Bit - inc. Single Licence
Operating System LanguageUnited Kingdom - English Language
Windows Recovery MediaWindows 10 Multi-Language Recovery Image - Unlimited Downloads from Online Account
Office SoftwareFREE 30 Day Trial of Microsoft 365® (Operating System Required)
Anti-VirusNO ANTI-VIRUS SOFTWARE
BrowserGoogle Chrome™
Warranty3 Year Standard Warranty (1 Month Collect & Return, 1 Year Parts, 3 Year Labour)
Delivery2 - 3 DAY DELIVERY TO REPUBLIC OF IRELAND
Build TimeStandard Build - Approximately 16 to 18 working days
Welcome BookPCSpecialist Welcome Book - United Kingdom & Republic of Ireland

Thank you.
 

ubuysa

The BSOD Doctor
Moderator
Hi,

It was working the 2x USB-C/Thunderbolt port until yesterday and is not working anymore. I am connecting a USB HUB, I tested the USB HUB in another PC and Laptop, it's working fine, does not work anymore in the Mini-PC ordered from PCSPECIALIST

Windows 10 it's updated and also the USB driver.

Can you help me to fix this issue, please?


Here you the specs:

CaseASUS Ultra Small Form Factor Case Ryzen 3 4300U/HDD (PN50-BBR047MD)
Processor (CPU)AMD Ryzen™ 3 Quad Core Processor 4300U (2.7GHz, 3.7GHz Turbo)
MotherboardPN50 Ultra Small Form Factor (HDMI/USB-C/DP1.4, USB 3.1)
Memory (RAM)64GB Corsair 2666MHz SODIMM DDR4 (2 x 32GB)
Graphics CardAMD® Radeon™ RX Vega 5 – 1,400 MHz
1st Storage Drive2TB PCS 2.5" SSD, SATA 6 Gb (520MB/R, 470MB/W)
1st M.2 SSD Drive2TB INTEL® 660p M.2 NVMe PCIe SSD (up to 1800MB/sR | 1800MB/sW)
Power Cable1 x 1 Metre Cloverleaf UK Power Cable
Sound Card2 Channel High Definition Audio + MIC/Headphone Jack
Wireless Network CardWIRELESS INTEL® Wi-Fi 6 AX200 (2.4 Gbps) + BT 5.0
USB/Thunderbolt Options2 x USB 3.1 PORTS (Type C) + 3 x USB 3.1 PORTS
Operating SystemWindows 10 Professional 64 Bit - inc. Single Licence
Operating System LanguageUnited Kingdom - English Language
Windows Recovery MediaWindows 10 Multi-Language Recovery Image - Unlimited Downloads from Online Account
Office SoftwareFREE 30 Day Trial of Microsoft 365® (Operating System Required)
Anti-VirusNO ANTI-VIRUS SOFTWARE
BrowserGoogle Chrome™
Warranty3 Year Standard Warranty (1 Month Collect & Return, 1 Year Parts, 3 Year Labour)
Delivery2 - 3 DAY DELIVERY TO REPUBLIC OF IRELAND
Build TimeStandard Build - Approximately 16 to 18 working days
Welcome BookPCSpecialist Welcome Book - United Kingdom & Republic of Ireland

Thank you.
The obvious question is 'what changed yesterday?'. If something was working and now it's not then something has changed. So what changed?
 

MarMae

Member
That's my question, I didn't change anything.

The drivers and windows are updated.

So why stopped working the USB-C / Thunderbolt

The same USB Hub used on this PC bought from PC SPECIALIST the USB Hub it's working on another computer and laptop, so the problem is on the PC bought from PC SPECIALIST
 

ubuysa

The BSOD Doctor
Moderator
That's my question, I didn't change anything.
You may not have changed anything but clearly something changed.

Were there any Windows updates immediately prior to the problem? These are automatic.
Were there any software updates prior to the problem? These can also be automatic.

Establishing what changed is the key to resolving this.
The drivers and windows are updated.

So why stopped working the USB-C / Thunderbolt
Does the USB port work as a data port? At Thunderbolt speeds?
Does it charge devices?
Does it output video to a dedicated monitor (not through the hub)?
It's important that you test the port (without the hub) to establish whether it's working fully or not. All you know at the moment is that it doesn't work with the hub - but that's not proof that it doesn't work at all.
The same USB Hub used on this PC bought from PC SPECIALIST the USB Hub it's working on another computer and laptop, so the problem is on the PC bought from PC SPECIALIST
A software or configuration problem is a hundred times more likely to be the cause than a hardware problem. You can help yourself here by looking to see what Windows updates have been applied, what application updates have been applied, etc. You may not have knowingly changed anything but that doesn't mean that nothing changed.
 

MarMae

Member
Does the USB port work as a data port? At Thunderbolt speeds? No, that's the main reason for this thread
Does it charge devices? Yes
Does it output video to a dedicated monitor (not through the hub)? No
It's important that you test the port (without the hub) to establish whether it's working fully or not. All you know at the moment is that it doesn't work with the hub - but that's not proof that it doesn't work at all. Just work to charge devices, anything else does not work

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1617790612772.png
 

SpyderTracks

Bingo Bango Orchestrator
Moderator
That device doesn’t have thunderbolt in case I’m missing something? It only has usb c which is just a data port.
 

MarMae

Member
Also, I don't think the windows and driver update or software it's causing this issue.

Because in the other computer and laptop are updated the windows and drivers or, the same software is installed.
 

MarMae

Member
In the specs:
USB/Thunderbolt Options2 x USB 3.1 PORTS (Type C) + 3 x USB 3.1 PORTS

The 2x USB 3.1 PORTS (Type C) is not working.
 

SpyderTracks

Bingo Bango Orchestrator
Moderator
In the specs:
USB/Thunderbolt Options2 x USB 3.1 PORTS (Type C) + 3 x USB 3.1 PORTS

The 2x USB 3.1 PORTS (Type C) is not working.
Just to be clear, is it a USB C port adapter or thunderbolt? Can you post the make and model?
 

SpyderTracks

Bingo Bango Orchestrator
Moderator
Also, I don't think the windows and driver update or software it's causing this issue.

Because in the other computer and laptop are updated the windows and drivers or, the same software is installed.
But it’s a different laptop? You still need to check windows updates.
 

MarMae

Member
It's a different laptop, but it's updated the windows 10 and drivers, I checked, it's the same update, only the drivers are different.
 
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