OT: USB ports on my Mac Pro "tube" not working

Hello,

Suddenly two of my USB ports of my brand new Mac Pro are not working (left column). Everything else is ok.
Any hints? Any way to check via system preferences or something?
thanks

I'd get it to an Apple store ASAP to be checked out. In the mean time, here's Apple's built-in hardware test.
support.apple.com/en-us/HT201257

thanks ben. no apple store here. will have to take it to south africa if I can't solve it.
googled it and it seems like it happens a lot...at least on mac books...
fingers crossed

MacBooks, but not on the tubes. Get it done while it is under warranty. No warranty, $300 flat repair fee, at least here in the U.S. And they don't touch legacy Macs in stores anymore. Is there an Apple Authorized Service Center closer than the store? When you run the hardware test, let me know if it indicates any issues.

I will today. Thanks Ben.

I tried running Apple Diagnostics just for fun (Hardware Test is only for computers older than June 2013, but it's the same thing). It booted to a black screen with RESTART and SHUT DOWN at the bottom and my mouse cursor which I could move. Nothing happens. The mouse cursor cannot click on either RESTART or SHUT DOWN so you must type R or S to prompt one of those two commands.

Oh, and I also have a Mac Pro "tube".... aka Trash Can. My USB ports work fine but I think the computer knows I'd slap it silly if they didn't. Maybe try threatening your Mac.

I ran the apple diagnostic and found nothing. Report shows:

NO ISSUES FOUND
Reference code: ADP000

So how are you determining the USB ports don't work? Just curious. And if they don't, Apple repair under warranty!

Ben, everything I plug into them do not work/turn on. Even mac keyboard.

But I just tried connecting an external usb HD to one of the "bad" ports and the little light turns on. But it won;t read the disk.
On the other "bad" port, no light at all.

As I mentioned, there is no apple here. If nothing else solves this I will have to travel to Johannesburg to take it to Apple care.

Hi Joni,

There are two things you can try before you make the trip to Johannesburg. We will start with the first one, just follow these steps:

1. Shut down your MacPro.
2. Unplug your MacPro's power cord.
3. Press and hold the MacPro's power button for 15 seconds.
4. Release the power button.
5. Reconnect your power cord.
6. Wait five seconds.
7. Start your MacPro by pressing the power button.
8. Check if the USB ports are now working as expected.

If this does not help, post back.

- Ronny

Hi Ronny,

Have tried that. Still doesn't work.
Thank you

Okay, an SMC reset (that's what this was) is always worth a try especially when you have ports that suddenly won't work.

The second thing you can do yourself without any risk is resetting the PRAM. This is how you do this:

1. Shut down the computer.
2. Press the power button.
3. Before the grey screen appears, press the Command, Option, P, and R keys at the same time (you will need both hands to press these 4 keys at the same time).
4. The computer will restart. This may take some time. You will hear a first startup sound, keep the keys pressed down. Only release the keys after you have heard the startup sound a second time. Let the computer start up and check if the USB ports work now.

If this solves the issue at least it has saved you from a trip to Johannesburg.

If this still does not solve the issue, follow Ben's advice and get it fixed under warranty. Just tell them you already have tried resetting the SMC and the PRAM. This will make it easier for them because that would be the first things they would try anyway.

- Ronny

Depending on how far away repair is and how much time you have, you might want to try this unconventional solution for an unconventional problem. First a tiny background. Month's ago, my wife's 2009 iMac started randomly getting that graphics glitch that covers the screen (making in unusable). Long story short, it came and went and finally came for good. Computer worked fine, but was unusable. The Apple store ran all their diagnostics and nothing showed any errors. The graphics chip is hardwired, so way too much to replace the motherboard. Tried it on and off for weeks before really going to throw it out. Nothing could be done. So I wanted to really erase everything thoroughly, and did that format where you "zero out the data". Took about 7 hours I think, and: When I rebooted it IT WORKED PERFECTLY. :woohoo:

It's been working perfectly for a few months now. Not a single glitch. I'm stunned that I was so close to trashing it and the tech guy said nothing could be done. I'm not saying it'll work for you, but this machine was done for. Who knows what kind of short or glitch is possible in these amazing machines we sometimes take for granted.

I think what I did was something like this:

macs.about.com/od/applications/ss/diskutilformat_4.htm

Where in the "Security Options" you select what level you want. It did take HOURS, but hey, you never know.

OF COURSE ONLY IF YOU HAVE A BOOTABLE/WORKING CLONE THAT YOU"VE TESTED THOROUGHLY.

Your mileage may vary, but sometimes we're willing to try anything.

Ronny, thanks again. Unfortunately nothing works.
Also noted that the audio card I was using is fried. It was plugged to one of the BAD ports.
So maybe some electrical fluctuation caused this. It was just before we installed a UPS, same day actually.
It weird though that the Apple diagnostic tool on startup does not find any problems...

ronny courtens wrote: Okay, an SMC reset (that's what this was) is always worth a try especially when you have ports that suddenly won't work.

The second thing you can do yourself without any risk is resetting the PRAM. This is how you do this:

1. Shut down the computer.
2. Press the power button.
3. Before the grey screen appears, press the Command, Option, P, and R keys at the same time (you will need both hands to press these 4 keys at the same time).
4. The computer will restart. This may take some time. You will hear a first startup sound, keep the keys pressed down. Only release the keys after you have heard the startup sound a second time. Let the computer start up and check if the USB ports work now.

If this solves the issue at least it has saved you from a trip to Johannesburg.

If this still does not solve the issue, follow Ben's advice and get it fixed under warranty. Just tell them you already have tried resetting the SMC and the PRAM. This will make it easier for them because that would be the first things they would try anyway.

- Ronny

Hi Joni,

A sudden power peak can indeed cause such issues, but I agree it's weird that the diagnostic tool shows everything okay. But good that you have installed that UPS. I know very well how unpredictable power supply can be where you live.

This is clearly not something that you will be able to fix yourself, and you should not try to anyway if the machine is still under warranty. So I'm afraid you will have to schedule this trip to Johannesburg after all.

- Ronny

Yes Ronny, I guess I'll have to take it to Jo'burg. Thanks for all the hints!

Ports can short out bad enough that the computer doesn't even see the circuitry was ever there, and will assume it has none of those ports. It'll only report them as having issues if it can see the ports, and see a malfunction in the self-test. I've seen that happen several times with blown ports. The old Firewire 4-pin connectors created by Sony did that a LOT! Because Sony tried to make a company FW port by removing two pins, one of which was the ground, thus, shorts were very common. Stupid Sony...

Anyway to check it it can see the ports or not?
Thanks

Theoretically; Apple menu, About This Mac, System Report. But I'm not sure if that info is written to the file at every boot up, or is done when the machine is new and simply doesn't update some things. But you could check it. And it really won't matter, because your Mac needs a repair shop, absolutely.