Dead USB ports, problems shutting down

Community Support
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1

Hi everyone,

I’m using an Intel 12th gen FW 13 with Windows 11 Version 23H2.

A couple of days ago, I ran into multiple issues at the same time:

  • My screen froze, and I could not make any inputs with my trackpad or keyboard
  • After shutting down, all of the USB ports could not transfer any data. I could not use my external mouse, keyboard, or monitor. I could only charge my laptop.
  • If the expansion cards or my charging cable were plugged in, it would take longer than usual to boot. I could also not use Bluetooth nor my camera.
  • If nothing is plugged in, it would take much less time to boot, and I could use Bluetooth and my camera.
  • Restarting or shutting down through Windows does not completely shut down my laptop. The screen would be black, but the fan still runs and the power button LED is still on. Holding down the power button is the only way to shut it down.

I’ve disconnected the battery/RAM/storage, reset the mainboard, and updated my software, but nothing has changed. Support has recommended me that I reinstall Windows. However, I’m not sure that I can even do a clean installation given that I can’t transfer any data through the ports.

I would greatly appreciate any help on this!

2

Welcome to the community @Inter!

Working with support is the best avenue as there are more than one issue going on here.

Create a Linux USB (Ubuntu, Fedora, etc.) and boot to a Live session. It the same issues persist then something is going on at a hardware or BIOS level and support is likely the only ones who can help here.

If it does not have the same issues, then Windows is corrupt and should be wiped/reinstalled.

Regardless of the situation. Ensure there is a current backup of important files.

3

Weird that I have encountered similar issue just today. Must be something with Windows update since that was the recent thing I just did yesterday. I tried BIOS update through internal drive and it didn’t work since the laptop won’t shut down without being forced to so the update never really finished. Also tried bootable USB BIOS update but the laptop won’t recognize the USB drive. :face_with_spiral_eyes:

I’d be interested in the solution as well.

4

Update: All of the problems seemed to fix themselves at once.

When I used a bluetooth mouse and keyboard to play League of Legends for the first time since the laptop had problems, my screen froze like before. I could not make any inputs with the trackpad or keyboard, so I shut down my computer. After turning it on, all of the problems were resolved, and I could use my USB accessories again. I’m pretty curious to know what happened