USB ports on Asus Strix B650E-E not working properly

[shonen]

Just got this motherboard last week (included with my whole platform upgrade) but the usb ports on the image sometimes "dies". It still powers some devices (LEDs light up) but does not work.

https://imgur.com/nrYdDwD

I've seen these specific ports also become problematic with other users on the internet but I can't seem to find out how or if they fixed it. Has anyone else had this?

[Jiaszzz_ROG]

Hello, @shonen 

Could you please confirm if your BIOS version is the latest version 3014, released on July 22, 2024?
According to your image, are all USB 3.2 Type-A ports on the rear panel able to provide power but fail to recognize USB devices?
When you mention the LED indicator lights up, are you referring to the LED on the USB device or some other LED? Have you tried cross-testing with other ports or USB Type-A devices?
Additionally, please ensure that all related drivers and the OS are updated, and refer to [Windows 11/10] Change Power mode and plan to check the "Change advanced power settings" section for any relevant limitations or settings.

Thank you.

[shonen]

Hi, thanks for the response!

Yes I have updated the BIOS to the latest one, version 3014 a few days ago.

Yes they provide power, the leds i mentioned are the devices' leds. some devices light up (my mic, fifine am8) but some don't (my keyboard, razer huntsman te). And yes I have already tried cross-testing. When the problem occurs, only those indicated ports become faulty. Other ports work normally.

I have already checked and installed all latest drivers, and updates from the support page of the B650E-E.

For my full hardware info:

CPU: AMD Ryzen 7 7800X3D

CPU Cooler: NZXT Kraken 280 RGB

Motherboard: Asus ROG Strix B650E-E Gaming WiFi

RAM: G.Skill Trident Z5 Neo 32GB (2x16) DDR5 6000mhz CL30

GPU: Asus TUF Gaming RTX 4070 Ti OC 12GB

Storage: Samsung 970 EVO Plus 1TB NVME SSD, Samsung 860 EVO 1TB SATA SSD, Kingston A2000 1TB NVME SSD, WD Blue 1TB HDD

PSU: Asus ROG Thor 850W Platinum

Thank you

[Jiaszzz_ROG]

Hello, @shonen 

We apologize for the delayed response.
Based on your description of the issue as "sometimes dies," could you please confirm if this problem does not occur all the time?
Could you provide details on the specific situation when it happens, such as if it occurs after playing The Witcher 3 for 30 minutes?
If it only occurs under specific circumstances, we recommend that you further confirm possible overheating or settings issues.
Also, if you connect the keyboard and mouse to the marked ports and the issue persists in the BIOS, does it still occur?
Since you have just purchased, if cross-testing the hardware and related updates does not resolve the issue, we recommend contacting your dealer as soon as possible for after-sales support.

Thank you.

[shonen]

Hi @Jiaszzz_ROG thanks for the response. I kind of found out what "kills" the marked ports. what i found out was the marked ports stop working when i have my usb-c hub connected on the front panel usb-c port or the top usb-c on the back io (number 6 on the manual). BUT if i plug my hub on the lower usb-c port (number 10 on the manual) or if I just unplug it completely, all my ports become functional again. The usb-c hub I'm using is a U-Green 4 port hub. 2 usb-c ports, and 2 usb-a ports. Like what's in here: https://ecommerce.datablitz.com.ph/products/ugreen-4-port-usb-c-hub-gray-cm473-15395

I was guessing it has to do with the port being gen 2 or gen 2x2 because port 6 and front panel port are both gen 2, while port 10 is gen 2x2. Also I have already gotten a replacement board from the store where I got mine but the same issue exists on my second board.

EDIT: I have tried other usb-c devices I have, (a phone and a headset) but they both don't cause the problems I'm getting if I use the hub. 

Thank you!

[Jiaszzz_ROG]

Hello @shonen ,

Based on your description, when the USB-C hub is connected to the front panel and the Type-C port 6 on the rear panel, does the Type-A port 2 marked in red exhibit issues (such as not functioning properly, with only the RGB lighting up), and it will not occur when the USB-C hub is connected to the Type-C port marked in green?

May I ask if there is any device connected to the USB-C hub when the hub is attached to the ports?
Does this issue happen with any USB-C hub, or is it specific to the "UGreen 4" hub?
As we cannot confirm the hardware specifications and design of third-party hardware configurations, if you encounter this issue, we recommend avoiding the use of extension cables to ensure proper power and data transfer specifications provided by the ports.

Thank you.

[shonen]

Yes you are correct. Type-A ports marked in red are not functioning properly when the hub is connected on Type-C port 6, but they work okay when connected on Type-C port 10 marked green.

The issue occurs even when no devices are connected on the hub. I only have one USB-C hub with me so I can't confirm the second question. I do use an extension cable but I have already tried without it and the same issue occurs.

[Jiaszzz_ROG]

Hello @shonen 

I checked again the UGreen 4-port link you provided.
Even though the image next to "add to cart" seems to show a USB-C port, the description below shows a USB-A, and according to the specs, these two parts don’t seem to match up:

If it’s designed for data sync only and not for charging, it won't be able to provide power to external devices.
Given this, we should consider checking with the USB hub retailer for more details on the product specs and cross-testing with other hubs.
However, we still recommend avoiding any extension or splitter devices to ensure proper power and data transfer according to the port specifications.

Thank you.