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New MSI GP76 laptop, USB ports not working

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warzonefury -  
 warzonefury -

Hello,

I bought a brand new MSI GP76 Leopard laptop, and after installing Windows 11, I realized that the two USB ports on the right do not work, but the one on the left does. They are 3 USB 3.2 gen1 ports.

I have disabled all the options that manage USB (sleep mode, etc.) in Windows. I have disabled performance mode management on all programs (Nvidia, Windows, MSI Center)

I checked the BIOS (updated) to see if there were any unnecessary options I could disable.

I tried uninstalling the drivers for all the USB ports in the Device Manager.

I even removed the battery, the power cable, and the RAM, then I held the power button for 1 minute. None of this worked.

In the Device Manager, I have no errors or warning signs, and there are no Windows messages indicating an issue. When I plug a device into one of the two right ports, nothing happens.

I don't know what else to test.. This is the first time I've encountered such a problem and that all these maneuvers haven't worked :(

Thank you for helping me if you know what to do.

Best regards

7 answers

  1.
    kaneagle Posted messages 86298 Registration date   Status Moderator Last intervention   14 691
     

    Hello,

     I bought a new MSI GP76 Leopard laptop

    Back to the seller, it's under warranty!

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  2. warzonefury
     

    Yes, but given that I bought it from someone, the invoice is not in my name, so it's going to be a bit of a hassle to deal with the seller to have him handle the procedures. I would have liked to solve the problem without having to do all that.. I have no guarantee that he will return the PC to me if we send it back to him once it's repaired :/

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  3. kaneagle Posted messages 86298 Registration date   Status Moderator Last intervention   14 691
     

    Did the USB ports work before installing Windows?

    What was the operating system before Windows 11?

    Is the BIOS up to date?

    Incomplete model number?
    Look here --> HERE

    or

    Windows + R
    Type --> msinfo32.exe and OK
    Look in Manufacturer and Model
    Example image:

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  4. warzonefury
     

    No, I only connected it on the left; it was only after installing Windows that I wanted to add my mouse on the right and saw that it wasn't working.

    I tested Windows 10 and 11. Nothing works.

    In the BIOS, when I go to the USB configuration, I can see my device being added and removed on the left port, but nothing at all on the right ports.

    I contacted MSI, and I’m going to return it under warranty; I believe it’s a hardware problem. Even the guy from MSI told me that the USB should work right away without particular manipulation.

    Thank you anyway ;)

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  6. kaneagle Posted messages 86298 Registration date   Status Moderator Last intervention   14 691
     
     I contacted MSI, I will return it under warranty.

    It's the best thing to do.

    Good luck.

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  7. warzonefury
     

    Yes, I've updated everything. BIOS and driver.

    The model is a GP76 UH 681 FR

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  8. warzonefury
     

    Hello, just to let you know that I sent my PC for warranty to MSI on Tuesday and I've already received the repaired PC today, just 4 days of waiting! Amazing customer service <3

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