USB ports on left fail to recognize external hard drive, right port does recognize it ????

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rosswilliamson
rosswilliamson Member Posts: 20 Networker
edited October 2023 in 2018 Archives
Acer service in New Zealand is pathetic.
I have a USB problem on my laptop this is under warranty, send it to Australia so we can repair, then they woke up that I am in New Zealand,
send it to Auckland which is just as bad, I need it for business.. Acer would not remote in to have a look !
Bought it in Christchurch why can't they have a service their or a service agent, won't buy Acer again !!!!!

Answers

  • JackE
    JackE ACE Posts: 44,478 Trailblazer
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    What is the model name and number? Do the left side ports recognize any other devices like a mouse, keyboard, etc ? Did you use this link to try to arrange for at least phone or email support to try to straighten out the issue if it's driver-related? https://www.acer.com/ac/en/NZ/content/support Jack E/NJ

    Jack E/NJ

  • rosswilliamson
    rosswilliamson Member Posts: 20 Networker
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    Hi JackE. The model is a Travelmate P259-MG running Windows 10. The left hand ports recognize and allow to operate all other USB devices.
    I have had emails and phone conversations with Acer, suggestions of cures have failed so far, driver update performed. Last email I had was to send it to the Auckland service centre, I can't do that as that would take weeks and I need it for my work.
    Acer told me they can not remote in and help me, I don't believe that, my technician can so can Microsoft !
  • JackE
    JackE ACE Posts: 44,478 Trailblazer
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    >>>The left hand ports recognize and allow to operate all other USB devices.>>>

    Only one of the USB 3.x ports (usually right side) can power the external HDD or SSD drive. All your other USB devices are likely powered separately with batteries. Accordingly, I believe your left side USB ports are working as they should. Jack E/NJ

    Jack E/NJ

  • rosswilliamson
    rosswilliamson Member Posts: 20 Networker
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    The left hand ports have always allowed the Hard Drive to power and be recognized until recently. On this Acer laptop the USB 3 ports are on the left, and one USB 2 on the right, contradicting what you say. Also the left ports are blue tongue, hard drive is blue tongue eg blue to blue. Are you a Acer technician ? I need answers from qualified technicians.
  • JackE
    JackE ACE Posts: 44,478 Trailblazer
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    This is a volunteer ACER users group. Sorry for the left-right mixup. The P259-MG manual suggests different USB2, USB3.x and USB-C port configurations are available depending on region. If your model's left ports have always detected the HDD, then if you haven't done so already, check Device Mgr for any red or yellow driver warnings. If none, then you might try iobit's driver update freeware to see if it might be related to a Win10 update driver incompatibility https://www.iobit.com/en/index.php . If the drivers seem to be OK, then to rule in or rule out a hardware issue, I can only suggest an ALT+F10 cold boot system refresh or full factory reset from the hidden ACER recovery partition. If a full re-set still doesn't resolve the issue, then it's likely a hardware failure. Jack E/NJ  


    Jack E/NJ

  • Manny-Acer_Retired
    Manny-Acer_Retired Newbie Posts: 4,453 Guru
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    Hi rosswilliamson,

    I'm sorry that you're having issues with your Travelmate P259-MG.  I can understand your concerns of sending the unit in for repair and the time that can take, but an Acer technician needs to diagnose and repair the unit in our Service Center for a fix, so i will strongly recommend you follow the steps given by the Acer call center and send the unit in for repair. 

     

    Thanks,

    Acer-Manny

  • rosswilliamson
    rosswilliamson Member Posts: 20 Networker
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    I am not going to send the laptop away, I need it for my business, I keep telling Acer that !!! I don't know why you can't use a local approved technician to check the USB board if that is what you suspect, previous email " Erwin (Online Support Specialist)) (04/06/2018 10.05 AM) '
    When I had a problem with my Acer tower, Dove Electronics in Christchurch repaired it under warranty, arranged by Acer.
    And yes, you would think I would have learned from the PC problem, but I bought another Acer product, silly me !!!!! 
  • JackE
    JackE ACE Posts: 44,478 Trailblazer
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    >>>When I had a problem with my Acer tower, Dove Electronics in Christchurch repaired it under warranty, arranged by Acer.>>>

    Well then, why can't you give Dove Electronics a call to see if they still do this kind of warranty repair and see if they can help you out? https://www.dove.co.nz/contact/christchurch  Jack E/NJ

    Jack E/NJ

  • rosswilliamson
    rosswilliamson Member Posts: 20 Networker
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    Hi to all that have tried to help. As I have now had a satisfactory answer from Acer, with their help it may cure the problem.
    No more correspondence is needed on this in the time being.