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Troubleshooting USB Issues on Intel® Desktop Boards


Last Reviewed: 25-May-2016
Article ID: 000005860

This guide provides tips for troubleshooting issues related to USB on Intel® Desktop Boards.

Support for Intel® USB 3.0 eXtensible Host Controller Driver

USB device is not detected
If you plug in a USB device and it is not detected in Windows*, check the following:

Make sure all drivers have been properly installed:

  1. Check Device Manager for errors on USB and system devices.
  2. If errors in Device Manager are present, reinstall the Intel® Chipset Driver Software. The software can be installed from either:
    • The Express Installer CD that came with your board (in the Software\Driver\Chipset_INF folder)
    • The latest driver downloaded from Download Center.
  3. If drivers are required for the USB device, make sure you have the latest driver from the device manufacturer.

Check that USB is enabled in BIOS:

  1. Enter BIOS Setup by pressing F2 during boot.
  2. Go to the Configuration > Onboard Devices > USB menu.
  3. Make sure the USB ports are Enabled.
  4. Exit and save changes [F10].

USB devices do not work in DOS mode
If USB Legacy Support is disabled in the BIOS, you will not be able to use your USB mouse or keyboard in any of the following situations:

  • Running your computer in Safe mode.
  • Using a Windows Startup menu.
  • Starting your computer in MS-DOS mode (instead of opening a MS-DOS session from Windows).
  • Starting your computer from a floppy disk or leaving a floppy disk in the drive when you turn on or restart your computer.
  • Windows "blue screen" errors that ask you to "Press any key to continue".
  • Responding to ScanDisk and other messages during the start-up sequence.
  • Editing or upgrading the BIOS.
  • Entering a BIOS password.

Check for and enable USB Legacy Support:

  1. Attach a PS/2 keyboard to the computer and boot the system.
  2. Enter BIOS Setup by pressing F2 during boot.
  3. Go to the Advanced > USB Configuration menu.
  4. Set Legacy USB Support to Enabled. (May be listed as USB Legacy)
  5. Exit and save changes [F10].

Any USB mouse or keyboard should now work in DOS mode.

USB 2.0 devices operate at USB 1.1 speeds
If you see messages in Windows like “A Hi-speed USB device is plugged into a non-Hi-speed USB hub,” try the following:

  1. Make sure you have the latest drivers for the USB device you are using. Refer to the manufacturer’s website for the latest drivers.
  2. Ensure High Speed USB is enabled in BIOS:
    1. Enter BIOS Setup by pressing F2 during boot.
    2. Go to the Advanced > USB Configuration menu.
    3. Set High Speed USB to Enabled.
    4. Exit and save changes [F10].
  3. If your computer is USB 2.0-compliant, and you're still getting low-speed results, see the Microsoft Knowledge Base article Universal Serial Bus 2.0 Support in Windows XP* for more detailed information.

Devices do not work when plugged into USB hubs
Some USB devices fail to operate properly if plugged into non-powered USB hubs.

Check to see if your USB hub has its own power supply (powered) or if it gets its power simply by plugging into the USB port on the computer (non-powered).

Nonpowered hubs may not provide sufficient power for your USB device. If you have a nonpowered USB hub, you may need to plug your device directly into the USB port on the computer.

If your hub is a powered hub, make sure that you have connected the power supply to AC power. Some powered hubs also have a switch on them to switch back and forth between powered mode and nonpowered mode. Make sure the switch is in the powered mode position.

This article applies to: