7 Port USB 3.0 hub will only see USB 2.0 Devices


#1

Greetings,

I am running a MacBook Pro Retina 2.6 i7 with El Capitan.

Hub Model: 7 Port Hub Model - USB3-HUB7-81X
Main issue: Device will not see any USB 3.0 Drives. It will see 2.0 drives or 3.0 drives plugged into a 2.0 USB extender cable. attached some images to help.

Note: I do have another one of these Hubs at home that is currently working fine, sees both 3.0 and 2.0 devices.

Thanks, !](https://d2r1vs3d9006ap.cloudfront.net/s3_images/1328707/3.0Drivestraight_inline.jpg?1450111869)](https://d2r1vs3d9006ap.cloudfront.net/s3_images/1328707/3.0Drivestraight.jpg?1450111869) !](https://d2r1vs3d9006ap.cloudfront.net/s3_images/1328708/3.0Drivevia2.0extender_inline.jpg?1450111878)](https://d2r1vs3d9006ap.cloudfront.net/s3_images/1328708/3.0Drivevia2.0extender.jpg?1450111878)


#2

Hello,

Sorry to hear about this issue. Since you have another one of these hubs and it’s working fine I suspect either this hub is defective in some way or it’s USB 33.0 cable.

Would it be possible to try using the known good USB cable on this hub and see if it resolves the issue? If it does, all we need to do is ship you a replacement cable.

Worst case we can send a whole hub, but swapping the cable is a quick test.

Thanks!


#3

Will do, thank you for the steps. I will post results this evening when I get home.


#4

Testing Completed.

Process: Swapped cable in question to other hub.
Results: Erratic behavior on hub, would see device but would randomly loose connection with device.

Process: Swapped hubs on known good cable.
Results: Hub originally listed in support request still would not see the 3.0 devices when directly connected.

Hope this helps & thanks again!


#5