Ser5 5560 USB 3.X Problem.

Khyron

I've run into a weird problem. I'm not sure if the computer always had this problem or it something that happened recently, because I don't really use the front USB ports often.

USB 3.1 devices are not working / not being detected on some ports.


The problem seems that usb 3.1 devices are not working in the left side usb port. Also usb 3.1 devices will only work in 1 direction on the usb C port (if you turn over the usb C device it doesn't work).

All devices are working on the middle USB port.

USB 1.x and 2.x devices work on all ports (even the C port using an A to C adapter). USB 3.0 devices also seems to work fine in any front port.

I can plug in a USB 3.0 hub into any front port and then use the 3.1 device in that hub and it will work. I just can't use it directly on the front panel port.

Is this a harware failure, or some sort of driver/settin issue?

tuiguang4

HI, There
Please send us a picture of SN on the bottom of the PC .
Please try some solutions here : 

1. CLR CMOS
First, please unplug the power supply and HDMI cable. 
Secondly, Please hit the "CLR CMOS" button for about 10 seconds.
Ten minutes later, plug the power supply and HDMI cable, turn on the PC again, 
once turn on the PC,  you will need more than one minute to wait for the PC to enter the system.
See if it works.  Please try few more times.

2. uninstall the USB drivers and update it .

tuiguang6

Hello there,
firstly,Please clear the CMOS. Please turn off the PC , unplug the power supply, and press the CMOS button (or poke the hole of CMOS with a pin) for about 10 seconds . Next, restart the PC after ten minutes.
and you can also try to update the driver:https://beelink.oss-cn-hongkong. ... R%205900/Driver.zip
Hope it can help you!

tuiguang7

hello, your bios version is FP665u509 already? but still not working? if that so, pls contact our after-sales email: support-pc@bee-link.com, thanks

Khyron

tuiguang7 replied at 2024-03-18 15:29
hello, your bios version is FP665u509 already? but still not working? if that so, pls contact our af ...

Email support is just going in circles.. I've been asked to repeat the same things over and over as each new person answers an email. The last response took more than 2 days and just repeated the same information.



I already installed the driver package (it doesn't contain any usb drivers).
I cleared the CMOS
I uninstalled the USB drivers and reinstalled them
I re installed Window 11 on a new SSD

I also tried a couple linux distros.


The problem remains the same.


The Left USB-A port will not detect any usb 3.1/3.2 devices, and the USB-C port will only detect detect 3.1/3.2 devices in one direction (if you turn over the 3.X device 180 degrees it will detect it.)


USB 1.X/2.X work in all ports.


Is there some sort of tool that I can try to see if this is a hardware issue?

tuiguang4

HI, do you have USB adapter ?  
see if you can use adapter or converter to connect the port ,
then connect the USB device to the adapter.
see if any connection .

Khyron

tuiguang4 replied at 2024-03-22 15:39
HI, do you have USB adapter ?  
see if you can use adapter or converter to connect the port ,
then c ...

Hi,

Just to refresh, The middle USB A port works fine. The rear 2.X ports work fine.

On the Front USB C port.  

If I use an Adapter USB A to USB C.
Any USB 3.1 or 3.2 device will only work plugged in one way (If you turn it over it stops working)
Any USB 2.X device will work both ways

If I use a device directly on the USB C
There is the same effect if I try to use a USB C device that is 3.1 or 3.2
3.1 Hub will only work plugged in one direction (If you turn it over it stops working)
3.2/3.1 USB Drive will only work plugged in one direction (If you turn it over it stops working)


On the Left USB A port
Using a USB 3.0 Hub will work. Any device on the hub will work at a max 3.0 Speed.
Using a USB 3.1/3.2 Hub or device will NOT work.

tuiguang7

hello, could you pls let me know your email? if nothing works, we could repair or replace it for you under the warranty. thanks

Khyron

tuiguang7 replied at 2024-03-25 15:24
hello, could you pls let me know your email? if nothing works, we could repair or replace it for you ...

Hi,

The support by email asked me to send the unit back to to repair/replace and gave me the shipping address, so I will send it out this week.

Thank you for the help in trying to resolve this!.

tuiguang7

Our pleasure, Wish you a very nice day!