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I keep having an error when I put a device in the USB port…

Customer Question
I keep having an...

I keep having an error when I put a device in the USB port on my Lenova Yoga 910 I just bought a new mouse and it will not recognize but when I put the Bluetooth adaptor in my USB3.0 hub it recognizes the mouse

Technician's Assistant: Who makes your router?

Its a Logitech mouse M535 that I have used before on this laptop just bought a new one

Technician's Assistant: What have you tried so far?

Deleted usb device reinstalled device driver it works from the USB 3.0 side just not the main USB port

Technician's Assistant: Anything else you want the Network Expert to know before I connect you?

I had this same issue the other day with my IPhone cord I saw some options on line about running an optimizer to fix issues but wanted to check with Lenova first

Submitted: 7 months ago.Category: Computer
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Answered in 9 hours by:
12/4/2017
Tech Support Specialist: Richard, Computer Specialist replied 7 months ago
Richard
Richard, Computer Specialist
Category: Computer
Satisfied Customers: 47,179
Experience: Over 20 years of consulting to the IT industry
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Thank you for your question. My name is ***** ***** I look forward to assisting you.

If you connect the mouse to a different computer, is it recognized there?

Please let me know

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Customer reply replied 7 months ago
also on same computer when I plug into a usb c 4 port hub adapter
Tech Support Specialist: Richard, Computer Specialist replied 7 months ago

ok.. so when it is connected directly into the Yoga, that is the only time it is not recognized.

Is this correct?

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Customer reply replied 7 months ago
That is correct. And some other devices such as a WD external hard drive are recognized. I did have a previous Logitech M535 that was recognized. I bought the same model replacement but it is not recognized.
Tech Support Specialist: Richard, Computer Specialist replied 7 months ago

Thanks

Disconnect the power cable and power off the Yoga

Then hold the power button for 60 seconds then release.

Once done, connect the power cable, power it on and tell me how it then functions please.

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Customer reply replied 7 months ago
Same response. Last Usb device not recognized
Tech Support Specialist: Richard, Computer Specialist replied 7 months ago

Did it ever recognize it?

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Customer reply replied 7 months ago
Not the new one but it did recognize the previous mouse of the same model.
Tech Support Specialist: Richard, Computer Specialist replied 7 months ago

ok, on the adapter you connected it to that worked on the Yoga with this problem mouse, is it powered with its own power supply?

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Customer reply replied 7 months ago
No external power
Tech Support Specialist: Richard, Computer Specialist replied 7 months ago

but the mouse did work via this adapter on this Yoga?

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Tech Support Specialist: Richard, Computer Specialist replied 7 months ago

Is it working on any ports on the Yoga?

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Customer reply replied 7 months ago
it works on the usb-c port adapter
Tech Support Specialist: Richard, Computer Specialist replied 7 months ago

yes but what about a different USB port on the Yoga?

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Customer reply replied 7 months ago
The yoga only has one USB 3.0 port
Tech Support Specialist: Richard, Computer Specialist replied 7 months ago

yes but the mouse works on USB 2

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Customer reply replied 7 months ago
There is no usb 2 port. Yoga 910 has a Usb 3 and two Usb c
Tech Support Specialist: Richard, Computer Specialist replied 7 months ago

ok, being a USB 3 is likely then to be the issue, you will have to use the Adapter to use it, it is the only reason left as we have completely ruled out any other causes for this.

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Customer reply replied 7 months ago
But why did a previous mouse of the same model work.
Tech Support Specialist: Richard, Computer Specialist replied 7 months ago

The exact same model did work before on it?

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Customer reply replied 7 months ago
I lost the adapter on Saturday and I bought another same model and it doesn’t recognize. I have both mice. They are same model listed on label.
Customer reply replied 7 months ago
I thought Usb 3 recognized Usb 2 devices.
Tech Support Specialist: Richard, Computer Specialist replied 7 months ago

It does but can have issues, but if you say the exact model worked before then

I want to do a system restore please to before saturday

To do this, close all programs.

Press the windows key (the one to the left of the left ALT key) + R and type in the run box that opens

rstrui

Press enter

Then follow the onscreen steps to choose a system restore and choose a date before this problem occurred.

Let it complete and tell me if it now functions correctly please

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