GA-AB350M-Gaming 3 - Faulty USB Ports

.Ox.

.Ox.

.Ox.

Associate
Joined
18 Oct 2010
Posts
856
Location
Newcastle upon Tyne
Hello Guys

So around a month ago, I sent off my gaming 3 for an RMA. It would've been about 2 months old.
The front panel USB 3.0 ports and the motherboard USB 2.0 ports had stopped working. The USB 3.0 and 3.1 ports on the rear of the motherboard continued to work.

I had troubleshoot it with different USB flash drives, in Windows, an alternative OS (Kali Linux) and the BIOS boot menu. The results were the same in each instance. Ruling out drivers etc. I recorded my findings into the video below.


A competitor have now got back to me and said there was no fault found, with no further description of testing performed, which I'll have to get from them on Monday.

What are the odds of this being a CPU fault? Why would it only affect two of the controllers on the board, and not all of them... I've got a spare PSU so I can rule that out once I'm home, and there are multiple sticks of RAM so I can test by process of elimination.

The cheapest AM4 CPU on here is £159. Which is a lot of money just to rule out that it isn't the CPU.

Are there any Gigabyte reps on here that could offer any advice/find out more info?

Thanks
Andrew/Ox

( excuse the pink walls... the computer is in my sisters old room. But now my pc is all dismantled, it will be getting redecorated :P )
 
Hello .Ox.,

We can get the board back here and tested if you like and I will ask them to do a specific log of the USB front headers. E-mail [email protected] and I will get this sorted for you, I am out of the office this week, could you e-mail on Thursday morning and I will get this sorted for you ASAP.
 
GIGA-Man said:
Hello .Ox.,

We can get the board back here and tested if you like and I will ask them to do a specific log of the USB front headers. E-mail [email protected] and I will get this sorted for you, I am out of the office this week, could you e-mail on Thursday morning and I will get this sorted for you ASAP.
Click to expand...

This is going to be awkward to sort. Working away from home at the minute. Let's see if I can sweet talk the company into returning it! I'll let you know. Thanks for getting back to me Giga :)
 
love your case, thats why i have one - ripped all the guts out and have a Noctua NF-A14 IndustrialPPC 2000RPM PWM 140mm High Performance Fan blowing up from the bottom at a slight angle so cool air is blowing across the mb! My temps are brilliant . The case works well with the wind tunnel affect ;)
 
laddy said:
love your case, thats why i have one - ripped all the guts out and have a Noctua NF-A14 IndustrialPPC 2000RPM PWM 140mm High Performance Fan blowing up from the bottom at a slight angle so cool air is blowing across the mb! My temps are brilliant . The case works well with the wind tunnel affect ;)
Click to expand...

I've also got the Noctua industrial fans inside too :) and an NH-D14. The industrial ones are only 120mm though.

@GIGA-Man Their customer services have emailed the returns address at Gigabyte asking for a repair report, but I haven't had any response. I'll have to email them again and check if they got the report.
 
GIGA-Man said:
Okay let me know, we will test the headers for you when ready
Click to expand...

Hello mate

So I've emailed a few times earlier today and they have provided a report showing this info. (should be ok posting it, have redacted the first part of the engineer number).

UKA-1760111 / 4719331801373SN170900030000 / Repair
RMA_SN: 4719331801373SN170900030000
Product_ID: 5MAB35MG3-00-10A
Key_Part: 5MAB35MG3-00-10A
Type: RM
RMA Order No: UKA-1760111
Repaired Date: 2017/06/26
Reason for Non Repair: TEST OK
Error Reported: I09 USB FAIL
Component:
Location:
Engineer: ###399
Remark:

They also included a screenshot of Windows showing 4 USB ports in use. According to the returns dept this was 2 front panel and 2 rear. (hopefully the same rear ones I reported faulty).

I'm willing to accept that, and accept/pay for the return, including the 'not faulty' charge **** will give me, but I'm definitely concerned that it will just show the same fault on return; as then I'll have to pay more return costs which will bring me closer to the point of just buying a new one. I definitely thought that I'd done enough troubleshooting to warrant an RMA, as I didn't want to send away my motherboard.

I'm not sure what else it could be. I personally can't imagine it being the case that is stopping the rear ports from working.
I had already cleared CMOS to rule that out. Not sure how possible it is that it may be PSU/CPU causing the issues.

Do they test the USB ports under load?

Guess the only option is to get it back and test it myself again.

Thanks
Andrew
 
Finally got round to putting it back together.
The ports work. Looking back at my video, I had unplugged my Oculus Rift, but I'd left a Logitech C920 and a Creative Omni plugged in.
Going to try both of these connected now and see if it starts playing up again and if it does one of them will be going in the bin!
Could slap myself for hastily troubleshooting the issue rather than doing it properly.
 
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