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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c06115251

Version: 1

Advisory: HP 340, 346, 348 G4 Notebook PCs - USB Device Not Recognized When Connected To Computer

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 : 16-Aug-2018

Last updated : 28-Aug-2018

DESCRIPTION
The following alert message may appear when plugging in a USB device:
USB device not recognized
The last USB device you connected to this computer malfunctioned, and Windows does not recognize it.
Figure 1. USB device alert.
In addition, the USB device has a warning (exclamation mark) displayed on the USB device.

SCOPE
The information in this document applies to the following:
Computers:
  • HP 340 G4 Notebook PC
  • HP 346 G4 Notebook PC
  • HP 348 G4 Notebook PC
Operating Systems:
  • Microsoft Windows 10 RS4 (Version 1803)
RESOLUTION
To resolve this issue, perform the steps in the appropriate solution:
Solution 1: Manually uninstall the USB Drivers.
  1. Open Device Manager.
  2. Expand the Universal Serial Bus Controllers category.
  3. Right-click on Unknown USB Device (Port Reset Failed) below the category.
  4. Click Uninstall.
  5. Restart the computer. Windows will reinstall the device automatically.
Solution 2: Update the Generic USB Hub Drivers.
  1. Open Device Manager.
  2. Expand the Universal Serial Bus Controllers category.
  3. Right-click on Generic USB Hub device and select Update Driver Software.
  4. Select Browse my computer for driver software.
  5. Select Let me pick from a list of device drivers on my computer.
  6. Check the box next to Show compatible hardware and select Generic USB Hub.
  7. Click the Next button. Windows will update the driver for the device.
  8. Repeat the steps above to update driver software for every Generic USB Hub in the category until the problem is resolved.
Solution 3: Disconnect battery and AC power.
  1. Power off the computer.
  2. Unplug the AC power adapter and remove the battery.
  3. Re-attach the battery and plug in the AC power adapter.
  4. Power on the computer.
Solution 4: Recycle power for 30 seconds to 1 minute.
  1. Unplug the AC power adapter.
  2. Power off the computer.
  3. Wait 30 seconds to 1 minute.
  4. Power on the computer.
  5. Plug the AC power adapter.

Hardware platforms affected : HP 340 G4 Notebook PC, HP 346 G4 Notebook PC, HP 348 G4 Notebook PC

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA06115251

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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