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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c03291465

Version: 1

Advisory: HP Z1 / Z420 / Z620 / Z820 - USB 3.0 Device Not Recognized With Front / Side USB 3.0 Port

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 19-Apr-2012

Last updated : 21-May-2012

DESCRIPTION
HP Z1, Z420, Z620, or Z820 Workstation may not detect a USB 3.0 device when the USB 3.0 device is inserted into any of two front or side USB 3.0 ports.
NOTE
USB 1.0 and 2.0 devices do not have this issue with any front, side or rear USB 3.0 ports. This does not exist with USB 3.0 devices inserted into rear USB 3.0 ports.

SCOPE
Information in this document applies to the listed systems configured as follows:
Systems:
  • HP Z1 Workstation
  • HP Z420 Workstation
  • HP Z620 Workstation
  • HP Z820 Workstation
Operating Systems:
  • Microsoft Windows 7 Enterprise (32-bit)
  • Microsoft Windows 7 Enterprise (64-bit)
  • Microsoft Windows 7 Professional (32-bit)
  • Microsoft Windows 7 Professional (64-bit)
  • Microsoft Windows 7 Ultimate (32-bit)
  • Microsoft Windows 7 Ultimate (64-bit)
RESOLUTION
To resolve this issue, use the following methods:
Method 1: Insert the USB device into any of Rear USB 3.0 ports.
NOTE
HP Z1 Workstation does not have Rear USB 3.0 ports. Please use Method 2.

Method 2: Install Texas Instruments IOI USB 3.0 2+2 Port PCIe Drivers Version 1.12.24.0 or later.
HP has written SoftPaq SP57314 that resolves the issue. Download the SoftPaq and read the instructions carefully before proceeding.
SoftPaq SP57314 may not be the latest available version of the software. Search for this SoftPaq or later versions using the following link.
Download drivers and software
NOTE
If HP USB 3.0 Patch is installed, please make sure to uninstall it before installing this TI driver.

Hardware platforms affected : HP Z1 Workstation, HP Z420 Workstation, HP Z620 Workstation, HP Z820 Workstation

Operating systems affected : Microsoft Windows 7 Enterprise (32-bit) (deleted) Microsoft Windows 7 Enterprise (64-bit) (deleted) Microsoft Windows 7 Professional (32-bit) (deleted) Microsoft Windows 7 Professional (64-bit) (deleted) Microsoft Windows 7 Ultimate (32-bit) (deleted) Microsoft Windows 7 Ultimate (64-bit) (deleted)

Software affected : Not applicable

Support Communication Cross Reference ID : IA03291465

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restorationThe information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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