Question All USB devices randomly switch off/disconnect ?

[CrisR86]

Hi there,
don't know if this is the right section to post, but i hope here someone will be able to help me because i have no idea on what to do now.

In December 2023 i made my new build:

MSI PRO Z790-A WiFi (MS-7E07)
i7-14700k
64gb of G.Skill RAM

Until 30-35 days ago, i never had any specific issue, everything has worked fine, then one morning all the USBs swtiched off (i noticed because the rgb lights of my keyboard switch off) and the mouse too. The only way to use the pc was shut it off with the power button, then at the reboot NZXT Cam and MSI Center asked me to re-accept the terms and conditions (MSI Center also reset itself from dark mode to normal mode and maybe also reset other parameters). Since then, i have this issue ONLY when booting the pc, but randomly (this morning happened again after 10 days without having it).
When it happens, ALL th usbs became unusable, like they are off, and i'm forced as said to restart the pc by shut it down with the power button, but i fear to damage something by doing this for a long period.

I asked NZXT support help, and on MSI forum too, but i received no help.

Any idea on what can be the cause? To be honest i never had or seen things like these even when i was working in a pc shop repairing it (even it was more than 15 years ago).

Thanks to anyone that will try to help me

 

[Bob.B]

Hi there,
don't know if this is the right section to post, but i hope here someone will be able to help me because i have no idea on what to do now.

In December 2023 i made my new build:

MSI PRO Z790-A WiFi (MS-7E07)
i7-14700k
64gb of G.Skill RAM

Until 30-35 days ago, i never had any specific issue, everything has worked fine, then one morning all the USBs swtiched off (i noticed because the rgb lights of my keyboard switch off) and the mouse too. The only way to use the pc was shut it off with the power button, then at the reboot NZXT Cam and MSI Center asked me to re-accept the terms and conditions (MSI Center also reset itself from dark mode to normal mode and maybe also reset other parameters). Since then, i have this issue ONLY when booting the pc, but randomly (this morning happened again after 10 days without having it).
When it happens, ALL th usbs became unusable, like they are off, and i'm forced as said to restart the pc by shut it down with the power button, but i fear to damage something by doing this for a long period.

I asked NZXT support help, and on MSI forum too, but i received no help.

Any idea on what can be the cause? To be honest i never had or seen things like these even when i was working in a pc shop repairing it (even it was more than 15 years ago).

Thanks to anyone that will try to help me

Power options/usb/selective suspend>disabled see if it makes a diff.

 

[Ralston18]

Also update your post to include full system hardware specs and OS information.

PSU: make, model, wattage, age, condition (original to build, new, refurbished, used)?

Disk drive(s): make, model, capacity, how full?

How many USB devices? Device types, make, model?

= = = =

Take a look in Reliability History/Monitor: any error codes, warnings, or informational events being captured just before or at the time of the USB failures?

There are other tools that can be used. However, Reliability History/Monitor is end user friendly and presents a time line format that may reveal some pattern.

 

[CrisR86]

Power options/usb/selective suspend>disabled see if it makes a diff.

I also thinked about it, but the fact it happens only on startup gives me some doubts about that, but it worth trying. I forgot also to mention one thing:

I use NZXT cam for the Kraken 360 (so the fan and the pump) and the RGB of the 3 rgb fans of the kraken itself.
MSI Center for the other fans which are not connected to the NZXT.
I also use MSI Afterburner to manage the fans of the GPU.

Maybe 3 programs that do the "almost same thing" can cause this issue? Still don't understand why it happens only sometimes and only one time at the first boot.

Also update your post to include full system hardware specs and OS information.

PSU: make, model, wattage, age, condition (original to build, new, refurbished, used)?

Disk drive(s): make, model, capacity, how full?

How many USB devices? Device types, make, model?

= = = =

Take a look in Reliability History/Monitor: any error codes, warnings, or informational events being captured just before or at the time of the USB failures?

There are other tools that can be used. However, Reliability History/Monitor is end user friendly and presents a time line format that may reveal some pattern.

I'll update the post with all the info asap, thanks

PSU: SilentStorm Cool Zero 860W 80 gold plus (new as the whole build except for the GPU)
SSD NVME SABRENT SB-RKT4P 1TB for the OS (new and used for less than 40%)
SSD NVME Samsung 980PRO 2TB x 2 for data (new and used for less than 40%)
HDD WD 2TB for general storage (new and used for less than 40%)

USB devices:
keyboard SKILLER SKG3 (from my old pc)
Logitech MX Master 3S (from my old pc)

both connected via usb hub (the cable are not long enough to reach the floor for the keyboard)

Nothing else connected.

 

[Bob.B]

I also thinked about it, but the fact it happens only on startup gives me some doubts about that, but it worth trying. I forgot also to mention one thing:

I use NZXT cam for the Kraken 360 (so the fan and the pump) and the RGB of the 3 rgb fans of the kraken itself.
MSI Center for the other fans which are not connected to the NZXT.
I also use MSI Afterburner to manage the fans of the GPU.

Maybe 3 programs that do the "almost same thing" can cause this issue? Still don't understand why it happens only sometimes and only one time at the first boot.


I'll update the post with all the info asap, thanks

PSU: SilentStorm Cool Zero 860W 80 gold plus (new as the whole build except for the GPU)
SSD NVME SABRENT SB-RKT4P 1TB for the OS (new and used for less than 40%)
SSD NVME Samsung 980PRO 2TB x 2 for data (new and used for less than 40%)
HDD WD 2TB for general storage (new and used for less than 40%)

USB devices:
keyboard SKILLER SKG3 (from my old pc)
Logitech MX Master 3S (from my old pc)

both connected via usb hub (the cable are not long enough to reach the floor for the keyboard)

Nothing else connected.

The power option just gets one thing out of the mix.
If no help move on to the next thing.

 

[Ralston18]

USB hub: make, model? Does that hub have its' own power supply or is the hub independently powered?

Seconding @Bob.B

The troubleshooting process is as much a matter of elimination as it is discovery.

If power option(s) changes do not make a difference then move on to Reliability History/Monitor to look for problems related to USB, USB devices, or the startup process:

For example: Some USB or USB device related "failure to start".

 

[CrisR86]

USB hub: make, model? Does that hub have its' own power supply or is the hub independently powered?

Seconding @Bob.B

The troubleshooting process is as much a matter of elimination as it is discovery.

If power option(s) changes do not make a difference then move on to Reliability History/Monitor to look for problems related to USB, USB devices, or the startup process:

For example: Some USB or USB device related "failure to start".

Aukey, no power supply but it seems works fine. The problem happens only at boot, not every day, and only once.

Reliability History/Monitor shows nothing special, in the days that happened it shows only

improper shutdown of windows

which is when i hit the power button to restart it. Nothing else if not minor issue with Adobe crap stuff that i use for work

 

[Ralston18]

What is that "Nothing else if not minor issue with Adobe crap stuff that i use for work"?

Error code(s)? Details?

= = = =

In any case, the startup issue could be due to some buggy or corrupted file(s).

Run the built in Windows troubleshooters. The troubleshooters may find and fix something.

Then try "dism" and "sfc /scannow".

https://www.windowscentral.com/how-use-dism-command-line-utility-repair-windows-10-image

https://www.lifewire.com/how-to-use-sfc-scannow-to-repair-windows-system-files-2626161

Failing like then you will need to delve a bit deeper via Event Viewer.

Event Viewer requires more time and effort to navigate and understand.

To help:

How To - How to use Windows 10 Event Viewer | Tom's Hardware Forum (tomshardware.com)

Take your time, explore Event Viewer, and do not jump to any immediate conclusions.

Post what you find.

 

[CrisR86]

What is that "Nothing else if not minor issue with Adobe crap stuff that i use for work"?

Error code(s)? Details?

Nothing special for example

Adobe InDesign has stopped working
Acrobat Collaboration Syncronizer has stopped working
Adobe Photoshop has stopped working
AdobeCollabSync.exe has stopped working

In any case, the startup issue could be due to some buggy or corrupted file(s).

Run the built in Windows troubleshooters. The troubleshooters may find and fix something.

Then try "dism" and "sfc /scannow".

https://www.windowscentral.com/how-use-dism-command-line-utility-repair-windows-10-image

https://www.lifewire.com/how-to-use-sfc-scannow-to-repair-windows-system-files-2626161

Failing like then you will need to delve a bit deeper via Event Viewer.

Event Viewer requires more time and effort to navigate and understand.

To help:

How To - How to use Windows 10 Event Viewer | Tom's Hardware Forum (tomshardware.com)

Take your time, explore Event Viewer, and do not jump to any immediate conclusions.

Post what you find.

I will try them too. Thanks

 

[Ralston18]

Yes - run/try "dism" and "sfc /scannow".

Then manually uninstall and reinstall the Abobe apps. Download directly (if necessary) from Adobe's website.

No third party tools or installers.

 

[CrisR86]

Yes - run/try "dism" and "sfc /scannow".

Then manually uninstall and reinstall the Abobe apps. Download directly (if necessary) from Adobe's website.

No third party tools or installers.

To be honest i don't care about this errors from Adobe since i don't think they are related to the issue of this thread. All the apps works fine (sometimes they crashes but it always happened with them, for me and for other million users around the world). No thir party of course, only via Adobe Creative Cloud app. Thanks for this anyway

 

[Ralston18]

The USB "switching off" may or may not (full disclosure) be related to the Adobe errors.

However, as long as those Adobe errors are allowed to continue there is no way to know one way or another.

Open Task Manager (as Administrator) and take a look at all of the listed menu choices.

Windows is quite complex and there are any number of dependencies (up and down) with regards to Processes, Details, and Services.

There will always be some uncertainties involved. Still if an uncertainty can be eliminated then that should be done.

 

[CrisR86]

As said, the pc is fully new, Adobe updated all the apps few times in the meanwhile, but the issue of the usb still happens and only at startup when none of the apps were opened of course. So the fact that photoshop or indesign has stopped working after the issue (during the middle of the day) i don't think is related.

NZXT support said me that NZXT Cam + MSI Center and Afterburner (which i use to manage the GPU fans which cannot be managed as far as i know with the other two apps) can interfear each other but they should not cause the issue with the usbs.



SFC /SCANNOW test result:

Windows resource protection: no integrity violations found.

 

[CrisR86]

UPDATE


this evening i decided to remove the hub and connect directly the keyboard and the mouse to the pc (in order to exclude that options too). I still not yet disabled that thing in the power management options suggested by Bob.B.


By opening the interface of the NZXT Cam software from the tray i noticed FOR THE FIRST TIME EVER that the NZXT cam says no hardware were found (never happened before).

So i closed the NZXT cam and when i opened he started checking for an update, then the issue happened again (this time i had the audio monitors turned on i heard a small sound something like an a short interference just before the keyboard shutoff the rgb itself like always when happens) so i was forced again to power off the pc.