AMD has confirmed that it is looking into a long-standing issue with its 500 Series chipset motherboards, whereby devices connected via USB will randomly (and sometimes frequently) drop out. The company has advised r/AMD users that it is seeking detailed hardware configurations and other system information so it can better diagnose the problem. Users who are experiencing USB connectivity problems on 500 Series motherboards may also contact the company directly through its online service request form.
“AMD is aware of reports that a small number of users are experiencing intermittent USB connectivity issues reported on 500 Series chipsets,” the company wrote. “We have been analyzing the root cause and at this time, we would like to request the community’s assistance with a small selection of additional hardware configurations. Over the next few days, some r/Amd users may be contacted directly by an AMD representative (u/AMDOfficial) via Reddit’s PM system with a request for more information.”
“This request may include detailed hardware configurations, steps to reproduce the issue, specific logs, and other system information pertinent to verifying our development efforts. We will provide an update when we have more details to share. Customers facing issues are always encouraged to raise an Online Service Request with AMD customer support; this enables us to find correlations and compare notes across support claims.”
Users on r/AMD suggest that the USB connectivity issue on 500 Series motherboards is likely to happen with high-powered devices such as VR headsets. Potential workarounds such as disabling the “Global C-States” option in the BIOS have been proposed, but this only seems to reduce the frequency of the dropouts rather than eliminate the issue.