Problem with the USB ports on the back of the GTR-3550

PECO

Thank you for your help.
I am using a GTR-3550.
Yesterday, when I started up the GTR-3550 for the first time in several months, the four USB ports on the back had stopped responding. I had a keyboard and mouse connected, but they were not recognized at all.
When I connected them to the USB ports on the front, both the keyboard and mouse were recognized and I was able to use them normally. Therefore, I do not think there is a problem with the connected devices.
By the way, although the keyboard and mouse are not recognized by the four USB ports on the back, they are recognized normally when a flash memory is connected.
What should I do?
Please tell me how to deal with this.
I am still using Windows 10 as my OS. I applied the Windows update yesterday.

PECO

As additional information, the BIOS has been updated to MPC31V009.
The USB port on the rear does not recognize the keyboard, mouse or gamepad. When connected, there is no error or reaction.
However, when a flash memory is connected, it is recognized normally.

I don’t know much about computers and have no idea what to do.
Please help, I’d appreciate it.

support1

PECO
①Please turn off the PC , unplug the power supply and other USB devices, then put the pin in the CMOS pinhole and press it for about 10 seconds , restart the PC after ten minutes.
Here is the tutorial https://url.bee-link.cn/5FdW

② Please go to AMD website and download the auto-detect program.It will update some chipsets and video drivers automatically. It will identify and install appropriate drivers for their AMD hardware. The program works by scanning the user’s system to detect the installed AMD hardware components, such as graphics cards or processors. It then compares the detected hardware information with a database of AMD drivers and software versions.

PECO

Thank you for your reply.
I tried solutions ① and ② that you suggested, but the situation did not improve.
What does it mean when only input devices are not recognized?
If I were to initialize the PC and then reinstall Windows, would the situation improve?

PECO

Thank you for your help.
I performed a clean install of Windows 11 and reinstalled all the drivers, but the situation did not improve at all.
The four USB ports on the back still only recognize flash memory.
When I connect a mouse, keyboard, or gamepad, they are not recognized. There is not even a sound that is made when a device is connected to the USB port. However, when I connect a gamepad, only the battery is charged.
When I connect the flash memory, I can hear the connection sound.
I am at a loss as to what to do.

support1

① Open Device Manager.

Expand Universal Serial Bus controllers.

Right-click each USB Root Hub > Properties > Power Management.

Uncheck Allow the computer to turn off this device to save power.

Repeat for all USB Root Hubs and HID-compliant devices.

② Please repeatedly press delete key as soon as you turn on the PC, go to BIOS. On Save&Exit page, please click Restore defaults, press enter to confirm, then press F4 to save.

③Please press delete key as soon as you turn on the PC, so that you can go to BIOS. Please send us a picture of the Main page.
We will check if you need to update the BIOS.

PECO

Thank you for your reply.
I have performed solutions ① and ②.
However, the situation has not improved.
I will send you an image of the BIOS as ③.
I will also send you an image of the PC’s serial number just to be sure.
I would like to continue using this PC. Image description

support1

PECO Hi there, your BIOS is the latest one. Did the ports work fine before you perform the windows update ?

PECO

Thank you for your reply.
It seemed to be responding normally until I ran Windows Update.
However, many programs were downloaded in the Windows Update that I ran just before, so I don’t know which update program is affecting it.
I then did a clean install of Windows 11, but the situation did not improve.
I also tried a clean install of Windows 10, but the situation did not change.

support1

PECO Hi there, please use our image to reinstall https://url.bee-link.cn/ylAb

PECO

support1
Thank you for your reply.
I followed your suggested method.
I tried reinstalling it from the files you provided, but that didn’t improve the situation.
The four USB ports on the back are still unresponsive to input devices.

support1

PECO Hi there,

Step-by-Step Solution:

1.Test HID Devices in BIOS:

Connect the keyboard to a rear USB port and repeatedly press the BIOS key (e.g., Delete/F2) during startup.

If the keyboard works in BIOS, the issue is likely software-related in Windows. If not, it points to a hardware/BIOS problem.

2.Inspect USB Ports Physically:

Check the rear USB ports for physical damage (bent/missing pins, debris). Use a flashlight for better visibility.

Try different rear ports (USB 2.0 vs 3.0). Some devices may not work on USB 3.0 ports without proper drivers.

3.Update/Chipset Drivers Manually: Here is the driver https://url.bee-link.cn/jJ6e

4.Check Device Manager for Errors:

Open Device Manager (devmgmt.msc).

Look under Universal Serial Bus controllers for warnings (yellow exclamation marks) or unknown devices.

Right-click and update drivers for any problematic entries, or uninstall them and restart to let Windows reinstall.

5.Disable USB Selective Suspend System-Wide:

Go to Control Panel > Power Options > Change Plan Settings > Change Advanced Power Settings.

Under USB Settings, disable USB selective suspend setting for both battery and plugged in.

BIOS Configuration Check:

Enter BIOS and ensure settings like:

Legacy USB Support: Enabled.

XHCI/EHCI Hand-off: Enabled.

USB Configuration: All ports enabled (no “Auto-Disable” feature).

Restore BIOS defaults again if unsure, then save and exit.

6.Test with Linux Live USB:

Create a Linux Live USB (e.g., Ubuntu) and boot from it.

Check if rear USB ports recognize HID devices in Linux. If they do, the issue is Windows-specific.

If all steps fail, the USB controller for rear ports may be faulty. Then you might need to send it back for repair.

PECO

Thank you for your reply.

Thank you for providing a detailed solution.
I tried steps 1-5, but it didn’t improve the situation.
I didn’t try step 6 because it’s a bit advanced for me.

So I think I might need to get it repaired.
I like the design of this PC, so I’d like to keep using it if repairing it would solve the problem.

support1

PECO Hi there, please contact our support team for repair service at support-pc@bee-link.com

PECO

support1

Thank you for your reply.

I have sent an email to the support service, so we will contact you.

support1

PECO Ok.