Acer Veriton N6460G Series - Faulty USB Ports

Hi,

I'm a IT administrator at a Truck Company in Western Australia.

We have been using Veriton All-In-One PCs at our organisation for over a decade and well before the start of my tenure at the company. Since starting at the company I have found an issue with the N6460G series Veritons with their USB ports becoming faulty and not recognising any devices.

This has affected roughly 12 machines at our company and all the machines have been from the same series (N6460G)

Details of one of the affected machines

S/N: DZVQ0SA002xxxxxxxxxxxxxx

I have scoured the internet for a solution to this issue and could not find any specific forum posts or Acer communication addressing this.

I believe all the machines affected are out of warranty, however they still have use within our organisation for our workshops and warehouses.

Was wondering whether there is a BIOS update or something that can fix this issue?

Thanks,

Nathan

Truck Centre WA

[Edited comment to delete personal information]

Accepted answers

All comments

William_mk2

@TruckCentreWA

I am really sorry for the inconvenience.

We need to determine whether it is a hardware or software issue.

Try windows + x

go to device manager

expand usb

Uninstall all the entries below usb

Restart the computer

Connect the usb device and check.

If it is still not working then we have to do a refresh and reset

click on start - settings - update and security - recovery - reset this pc - get started

or

on start - type here to search - type reset this pc - click on reset this pc on the top - click on get started

It will show you keep my files and remove everything

chose keep my files

chose the account - type the password - click on local reinstall - click on reset

It will be in progress..

login to computer and start using the computer.

If it is still not working

click on start - settings - update and security - recovery - reset this pc - get started

chose remove everything

click on local reinstall - just remove my files - click on reset

It will be in progress

Note:

If you do refresh ( keep my files ) - all your personal files like pictures, music , documents , videos will still be intact. Only the applications will be lost

If you do reset ( remove everything ) - you are doing a factory default. It will become like a day one computer. It will wipe out everything and take your computer to day one like a new computer.

You can also do the recovery in an alternative way..

There are two alt keys on the keyboard. If you look at the bottom row of keyboard you can see the one on the left side of space bar and the other on the right side of space bar. The alt key on the right side will be looking like alt, alt gr or alt car. Turn off the computer. Hold the alt key on the left and tap f10 continuously. It will go to repair mode. It will show you chose an option, continue, troubleshoot. If it is not going to repair mode, turn off the computer. Turn on the computer. Hold the right alt key ( alt gr or alt car or alt ) and then tap f10 continuously. It will go to chose an option continue and troubleshoot..

It will show you chose an option, continue, troubleshoot

Go to troubleshoot - click on reset this pc

click on keep my files ( only applications will be lost ) chose your account and type your password - click on local reinstall - click on reset

It will be in progress

If the keep my files option is not working

Go to troubleshoot - click on reset this pc – click on remove everything – click on local reinstall – just remove my files – click on reset

It will reinstall windows.

If the just remove my files is not working..

Go to troubleshoot - click on reset this pc – click on remove everything – click on local reinstall – Fully clean the drive – click on reset

It will reinstall windows.

Note: You can also go to chose an option , continue , troubleshoot by holding the alt key + tapping f10 or alt gr + tapping f10 on the keyboard while turning on the computer. Once you see the troubleshoot option, you can stop tapping the f10 and stop holding the alt key. Then you can try the keep my files and remove everything ( just remove by files and fully clean the drive ) by following the steps which was mentioned above.

Even after reinstalling the windows, if the usb ports are not working then it is a hardware issue.

billsey

We have seen issues with USB controller devices in several of the Windows updates over the last couple of years. They often present as a camera or fingerprint reader disappearing or generating errors. I haven't seen a good solution yet, the issue often cleans up with a reinstall of the host controllers, but sometimes need a full OS reload. It's not just affecting Acer computers, it seems to be all over the board, including both Intel and AMD systems. That's why I tend to believe it's a Microsoft issue, likely with something they have done to the HAL... :(

TruckCentreWA

Thanks for the replies.

I had to pull the old SSD out of the machine. So I've installed fresh version of Windows 10 on the faulty computer. Will keep this thread updated throughout the troubleshooting process.

TruckCentreWA

Update:

Fresh install of Windows 21H1 on the machine and the USB ports are still acting up. Issue seems completely hardware related.

Still receiving "USB device not recognised" on all but one port, front and back.

Have tried to use multiple USB devices on the faulty ports as well.

StevenGen

https://community.acer.com/en/discussion/comment/1150587#Comment_1150587

Which USB port is the one that is playing up? As the Veriton 4660G has (see diagram below) at #4 - 2*USB 3.1 ports (Q370) and at #5 - 2*USB 2.0 ports (B360),.

First try to clean the ports with an electronic cleaning spray if that doesn't work then, replace the affected and faulty USB ports physically and take them out and resolder a new USB affected port, as USB's in a working environment do deteriorate and their pins get worn and affected by corrosion and dust making them faulty/inoperable and giving symptoms like you are having, best is to replace the affected USB's with new ones as that will fix your problem.

Note: replacing USB ports on a mobo is a specialist job and you need specialist tools, so don't attempt doing this if you haven't got the right tools, as you will do more damage than fix anything, btw, you can't use a bulky soldering iron that is used to solder a trucks broken wire 😁 only joking mate (brtw, I'm in Sydney and an Aussie lol) good luck and hope I've given you another option to look at.

Veriton 4660G mobo components diagram and descriptions

TruckCentreWA

@StevenGen

Thanks for that mate.

Unfortunately it's almost all of the ports both front and back. The only one working correctly at the moment is one of the ports at #4.

I also have limited experience soldering and I don't think it's feasible to fix all of the USB ports for 12 machines that have the same issues.

StevenGen

https://community.acer.com/en/discussion/comment/1150605#Comment_1150605

The only thing and most convenient thing that you can do, as its quick and cheaper and you won’t lose any data and after you can continue with the OS's that your business is running, is to change the mobo's of all those 12x Veriton N6460G and see if you can get a deal from Acer (phone them up in your area or Perth) yes I know it could be many km's away as in WA everything is great distances 😀 or a retailer to save you time and just do a PnP of all these mobos to work straight away.

The mobo for the Veriton N6460G (btw, its the same mobo as the N6660G listed below) the Acer part number is DB.VRA11.001, I’ve included a caption from the SG for your information, cheers and hope this helps you out further.

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