USB 2.0 ports not working

[Shae]

Windows 10

The USB 2.0 ports on my Plugable UD-3900H are not working, but all other ports are working normally.

I tried unplugging power and USB for over a minute, plugging in power, and then plugging in USB after waiting 30 seconds. When inserting a USB device to a USB 2.0 port it recognized that something was connected but then said that the USB device malfunctioned and now all the USB 2.0 ports don’t work again.

I have seen this topic floating but no given solution any help appreciated

[adi]

Hi Shae,

Thank you for reaching out, and welcome to the community. I am sorry that the USB 2.0 ports on the UD-3900H are not working as expected, and I would be happy to help.

It’s certainly possible that the USB 2.0 chipset is stuck in an error state or is failing.

Can you please email our direct support email address (support@plugable.com) with “For ticket # 437359” in the subject line? In the email, please include the following information:

• Please provide the Amazon Order ID number for your Plugable product purchase.
  For your reference, an Amazon Order ID number has seventeen digits (separated by two dashes), and typically that information can be found here → https://amazon.com/orders
• Can you please keep the UD-3900H connected to your computer (even if it is not working as expected) and send us the output of our diagnostic utility PlugDebug? → https://plugable.com/pages/plugdebug

This will allow us to examine some log files from your computer and help determine the next steps.

Please do not post the above information here in our public forum (it contains personally identifiable information)

Again, apologies for the frustration, and thank you for giving us the chance to help!

Adi
Plugable Technologies