Predator PH18-71 USB-C/Thunderbolt ports stop working after few weeks, how to fix the issue?

Hwannabee
Hwannabee Member Posts: 1 New User
edited February 6 in Predator Laptops

Model PH18-71.

The two USB-C/Thunderbolt ports on the back of the device (next to the charging port and the HDMI port) have stopped working.

One of the ports seem to have completely stopped working as I've tried plugging in my phone and it's not even charging.

The other port does connect when I plug in my keyboard but intermittently disconnects and reconnects until finally just disconnects entirely after a few minutes.

Both ports were working fine a few weeks ago. I use the laptop as a desktop replacement so I never travel with it, I haven't banged it anywhere etc.

I've updated all the USB drivers on Device Manager.

I've tried using multiple different cables and they all don't work. The cables are all fine as they work when I use them on other laptops and devices.

All other USB ports work fine, the HDMI port right next to the USB-C/Thunderbolt ports also works fine as I have connected it to a second monitor.

I've checked the Acer product website to see if there's any drivers to install for the ports or if there's other firmware required but there wasn't.

I've been contemplating buying a Thunderbolt docking station as I use a lot of peripherals and need as much USB ports as I can get. But the USB-C/Thunderbolt docks not working properly has me concerned that I'm just gonna waste money buying a docking station when the ports on the laptop don't even work.

Would love to know if this issue can be fixed via DIY. I purchased the laptop 2 years ago and not sure how I would even check for warranty or if it's even covered.

Answers

  • StevenGen
    StevenGen ACE Posts: 13,554 Trailblazer

    There is nothing that you can do with USB-C/Thunderbolt ports not functioning, as their drivers are automatically installed by windows. This problem has got to do with the actual USB-C/Thunderbolt ports that are damaged or their pins have come lose from the mainboard and might need relacing or the ports are not making 100% connection with the USB-C cable plug. Also check the USB-C cable that you are using that its plugs work100% and that is not the reason why your USB-C/Thunderbolt ports don't work. If your laptop is under warrantee send your laptop to Acer support otherwise get a technician to do this for you, as it won't be too expensive to replace these ports. Good luck

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  • Axxo
    Axxo Member, Ally Posts: 1,350

    Here are some steps you can take to troubleshoot and possibly fix the problem:

    1. Check the power Settings:

    Sometimes, the power Settings affect the USB port. Make sure your laptop is not in power-saving mode that could disable USB devices. Go to Control Panel > Power Options and adjust the Settings to ensure that the USB device is not powered off.

    2. Update the driver:

    While you mentioned that your drivers are up to date, it's worth verifying again. Sometimes, Windows Update may not be able to capture all the necessary drivers. Visit HP's official website, enter the model of your laptop, and download the latest USB and chipset drivers for your model.

    3. BIOS update:

    Make sure your laptop's BIOS is up to date. BIOS updates can sometimes fix hardware-related issues, including USB issues. Visit HP's support website to check if there is a BIOS update for your laptop model.

    4. USB power management Settings:

    Go to Device Manager (right click on the Start button, then select "Device Manager"), expand "Universal Serial Bus Controller", right click on each USB root hub, select "Properties", go to the "Power Management" TAB, and uncheck "Allow computer to turn off this device to save power" for each USB root hub.

    1. Check for system updates:

    Make sure your Windows 11 installation is completely up to date. Sometimes, updates may include fixes for hardware compatibility issues.

    1. Hardware Troubleshooting:

    Disconnect and reconnect: Sometimes simply unplugging and reinserting a USB device can solve connection problems.

    1. Check for system errors:

    Use the Windows Event Viewer to check for any related error messages or warnings that may cause the USB device to stop working.

    1. Reset the USB stack:

    You can reset the USB stack in Windows,

    This can sometimes solve connection problems:

    Open the command prompt as an administrator.

    Type net stop "Plug and play" and press Enter.

    Type net start "Plug and Play" and press Enter.

    Restart your computer. Hope this helps.

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