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External USB Keyboard/mouse randomly stops working on New MacBook Air Early 2020 model running Catalina 10.15.4

Subject says it all for the most part. I have an external USB hub connected to one on my Thunderbolt 3/USB-C ports on my MacBook Air early 2020 model running Catalina 10.15.4. At random times during the day (2-3 times a day) my Logitech G602 mouse and external Apple Keyboard will stop responding completely and only a reboot will restore functionality. The USB 2.0 HUB under System Information->Hardware->USB completely disappears until the MacBook is reported. Disconnecting/reconnecting the USB Hub does not resolve the issue. I have attached a screen capture of what the USB device looks like normally when things are working correctly. This MacBook Air has replaced a late 2019 MacBook Pro that was running Mojave and then Catalina 10.15.4 for the last 2 days of use. Using the same USB hub and external devices I did not experience this issue with that configuration. Granted I only was running Catalina for 2 days with the MacBook Pro 2019.


Things that I have tried to resolve the issue. Looking for additional suggestions to fix or troubleshoot the issue. I feel that my new MacBook Air is a big paperweight at this point.


  1. Reset NVRAM
  2. Reset SMC
  3. Startup in Safe Mode
  4. Ran Diagnostic check that came back clean.


Posted on May 11, 2020 10:38 AM

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Posted on Jun 18, 2020 4:48 AM

We're experiencing the same problem here! 🙋🏻‍♂️


Since my partner upgraded from a MacBook (12-inch, Early 2016, macOS Mojave) to a new MacBook Pro (13-inch, 2020, Four Thunderbolt 3 ports, macOS Catalina), the three USB-C peripherals (iPhone 11, Wacom Intuos Pro Medium, Seagate Fast SSD 1TB) plugged into the three downstream USB-C ports on the back of her 21.5-inch LG UltraFine 4K Display, keep disconnecting (all switching off at the same time) with the computer locking up and requiring restarting. 😫


When she takes the 21.5-inch LG UltraFine 4K Display (which obviously has a USB hub) out of the equation, and plugs her three USB-C peripherals directly into her 2020 MacBook Pro, everything works just fine.


So, what is it that's causing these disconnects? 🤔


  • LG's hardware, the 21.5-inch LG UltraFine 4K Display. Is it 100% compatible with Apple's 2020 MacBook Pros?
  • Apple's software, macOS Catalina, the way it handles USB hubs?
  • Something else?

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109 replies
Question marked as Best reply

Jun 18, 2020 4:48 AM in response to autigers1970

We're experiencing the same problem here! 🙋🏻‍♂️


Since my partner upgraded from a MacBook (12-inch, Early 2016, macOS Mojave) to a new MacBook Pro (13-inch, 2020, Four Thunderbolt 3 ports, macOS Catalina), the three USB-C peripherals (iPhone 11, Wacom Intuos Pro Medium, Seagate Fast SSD 1TB) plugged into the three downstream USB-C ports on the back of her 21.5-inch LG UltraFine 4K Display, keep disconnecting (all switching off at the same time) with the computer locking up and requiring restarting. 😫


When she takes the 21.5-inch LG UltraFine 4K Display (which obviously has a USB hub) out of the equation, and plugs her three USB-C peripherals directly into her 2020 MacBook Pro, everything works just fine.


So, what is it that's causing these disconnects? 🤔


  • LG's hardware, the 21.5-inch LG UltraFine 4K Display. Is it 100% compatible with Apple's 2020 MacBook Pros?
  • Apple's software, macOS Catalina, the way it handles USB hubs?
  • Something else?

Jun 17, 2020 4:18 PM in response to Retens

I have a late 2016 MBP and the latest OS updates. This morning, none of my Logitech USB devices (K750 keyboard, M310 mouse) worked either. I thought it might be a faulty older usb 2 hub, but testing with a new USB-C to USB 3 hub, I got no recognition of the devices. I needed to work rather than troubleshoot all day, so I bought an extended mac bluetooth keyboard and magic mouse, which work well. I am also concerned that there is something going on with the usb connectors or how the system software handles usb 2 devices. I did upgrade both the firmware and the logitech unifying software prior to going all bluetooth. Please fix this issue..it sounds like something more than external hardware. Thanks

Jun 17, 2020 2:37 PM in response to Retens

Yeah, on my MacBook Air 2020 my wireless usb mouse cuts out too when using the 2.4ghz USB A receiver plugged into the USB A ports on my USB-C hub. My workaround is using a USB-A to USB-C adapter, and plugging that into the USB C port on my hub, and for some reason that solves it. But when the receiver is directly plugged into the USB A ports on the hub, it intermittently cuts out.


It's annoying, and the solution I have to live with for the time being is ridiculous. Apple please fix this!

Jun 18, 2020 10:15 PM in response to Retens

Hi,


We're experiencing the same problem here too.


Upgraded from MBP 13" 2016 to MBP 13" 2020. Never had any issues when using my MBP 13" 2016. Problem only occurred after I upgraded to MBP 13" 2020.


My MBP is connected to my Dell U2719DC as a USB Hub. My accessories connected to my Dell Monitor (Keyboard, Mouse Receiver and Soundbar) stop working intermittently as well. 2 to 3 times a day and only works again after a restart.


Suspect problem is due to the USB hub like above and only for new 2020 models. The same accessories were working find before I upgraded to the 2020 model.


Please issue a fix asap.


Oct 28, 2020 10:57 AM in response to Retens

Have you run any "cleaning", "optimizing", "speed-up" or anti-virus apps on your Mac?


Download and run Etrecheck. Etrecheck is a diagnostic tool that was developed by one of the most respected users here in the ASC and recommended by Apple Support  to provide a snapshot of the system and help identify the more obvious culprits that can adversely affect a Mac's performance.


Copy the report



and use the Add Text button to include the report in your reply. How to use the Add Text Feature When Posting Large Amounts of Text, i.e. an Etrecheck Report


IMPORTANT:

Before running Etrecheck assign Full Disk Access to Etrecheck in the Etrecheck's Privacy preference pane so that it can get additional information from the Console and log files for the report:




Also click and read the About info to further permit full disk access.


Then we can examine the report and see if we can determine what might be causing the problem.


May 12, 2020 11:26 AM in response to Retens

Hello there Retens,


Thank you so much for using Apple Support Communities!


I understand that you are having issues with your Logitech G602 mouse and external Apple Keyboard intermittently disconnecting during normal use. I am more than happy to guide you in the right direction.


It sounds as if you've done majority of the necessary troubleshooting steps. Check out these additional resources for further troubleshooting and to test the issue in a new user as this may resolve your issue:


If your Apple wireless mouse, keyboard, or trackpad isn't working with your Mac as expected

How to test an issue in another user account on your Mac


If you continue to experience issues, you may need to look into reinstalling your macOS. It is recommended you backup the device to an external hard drive before attempting a reinstall. Here are some resources that will walk you through backing up your device with Time Machine and reinstalling your macOS:


Back up your Mac with Time Machine

How to reinstall macOS from macOS Recovery


I hope this helps! Have a great day!

May 12, 2020 5:20 PM in response to raina_b22

Hi Becky, thanks for the reply and the suggestions. I did review If your Apple wireless mouse, keyboard, or trackpad isn't working with your Mac as expected but nothing suggested in the article seemed to help.


Some more background, I was using Time to Machine to backup my older 2019 MacBook Pro so I used the Migration Assistant to move or restore my Documents, Files, and Applications to my new MacBook Air 2020. At the time, my 2019 MacBook Pro was running Mojave.


Earlier today I noticed an older version of the Logitech Unifying Software was installed under Application->Utilities (ver 1.2.359). This version seems to be from 2014. Not even sure how this version worked with Mojave. In ny case, I removed this version from my MacBook Air and am now just using a generic Bluetooth mouse to test with since I believe the Logitech G602 mouse and the Logitech Unifying Software ver 1.2.359 is the culprit. If all goes well with the generic Bluetooth mouse and my Apple Keyboard doesn't stop responding then after a couple of days I will re-add the Logitech G602 mouse back into the picture and install the recommended Logitech Unifying Software ver 1.3.375.


If the issue should return after doing this I will most likely resort to reinstalling Catalina from macOS Recovery.

Jun 24, 2020 2:55 AM in response to Retens

I have the same problem. Also with a Macbook Pro from 2020. I use an external monitor (Dell u2720q) with internal USB hub. This internal hub freezes USB 2.0 devices, even if they are directly connected to the Macbook itself. It happens very sporadically, depending on usage 2 to 4 times a day.


Reported a problem to Apple support and they were very helpful and communicative at first but are now very quiet and do not respond anymore. I think they suspect that there is a bigger problem, but that they are no longer allowed to talk about it from company policy.


https://discussions.apple.com/thread/251452032

https://discussions.apple.com/thread/251394605

https://discussions.apple.com/thread/251425231

https://discussions.apple.com/thread/251481838

https://www.reddit.com/r/mac/comments/gp5b1z/usb_20_issues_on_new_macbook_pro_13_2020/

Jul 9, 2020 2:48 PM in response to chrisfromguildford

Might have a new interesting finding here. I have had similar problems with wireless keyboard and mouse loosing connection through my USB-hub connected to my MacBook Pro 13 2015 model running Catalina 10.15.5.

I have the following externals connected:

  • Dell 2719DM monitor HDMI connection - Audio line-out port (3.5 mm jack) connected to Logitech Z207 speakers
  • TP-Link UH720 7 port USB 3 hub with external power and 2 charging ports with the following connections:
  • Logitech C930e Business Webcam direct USB 2 cable (USB 3.0 ready)
  • Jabra Evolve 20 MS stereo headset direct USB 2 cable
  • Logitech MX Keys keyboard connected via Logitech Unifying receiver
  • Logitech G603 mouse connected via Logitech Lightspeed receiver. The G603 has the 1st gen. HERO sensor (not the 2nd gen. HERO 16k sensor). There is a 32-bit ARM processor in this mouse to.


The MacBook have lost connection with mouse and keyboard almost daily and sometime more frequently.

After reading about some others having problem with the Logitech Lightspeed receiver I disconnected it from the USB-hub and connected the G603 via Bluetooth instead.

So far so good and no lost connection.

Don't know is this helps any of you with the newer MacBooks though.


Aug 16, 2020 10:57 PM in response to sanjnin

I kindly ask you to open a support case at Apple Support. I did it for all our 5 MacBook Pro 16" showing them that all our SSD hubs have these USB bus errors.

I can still say there is something strange going on in software.

My SSDs habe an integrated HUB with a 3.1 Gen 2 VIA VL-822 Chip.

  1. The SSD devices work with same MacOS on 15" 2019 model.
  2. The SSD devices work with Windows 10 on same machine.
  3. The SSD devices work if I connect an older VIA VL-817 USB 3.1 Gen1 Hub in between MacBook and the SSD device.

They need data reports and information that they will query in a remote session. Tell them you insist on a data analysis of this bug so they don't block you in frontline. I insisted on a escalation as soon as I explained the things I found out. But I had to explain 2 times.

Jun 24, 2020 3:20 AM in response to klaas226

Could the issue be as simple as using the wrong USB-C to USB Adapter, or at least, a USB adapter somewhere in your setup that the MacBook Pro (13-inch, 2020) doesn't agree with?


For example, in our setup, we're using an £8.49 Nonda USB-C to USB 3.0 Adapter between the Wacom Intuos Pro Medium tablet and the USB-C port on the back of the 21.5-inch LG UltraFine 4K Display.


Maybe the problem would be solved by using a £19 Apple USB-C to USB Adapter?


Jul 9, 2020 12:00 AM in response to Jeffery Snell

I recently purchased a new MacBook Pro that uses USB-C ports I purchased a USB to USB-C adapter and also purchased a USB b to USB-C 2.0 cable. Both return the following that the Lavry AD11 is operating in USB 1.0 with transfer speeds UP to 12 Mb/s on my old MacBook the AD11 runs at the USB 2.0 transfer speeds up to 480 Mb/s? What can I do to get this device to show as a USB 2.0 device? Also this is a replacement MacBook the other out of the box SMC issue and battery wouldn’t work diagnostic showed this and had to go back then the replacement has issues with USB devices and not recognizing them as USB 2.0 devices limiting transfer speeds. I’m considering a refund and return too many problems.

Jul 12, 2020 9:59 PM in response to Retens

This problem is definitely related to newer Macs.

I have a USB-c hub that was working well up until a couple days ago on a Mac Pro Late-2019

No it does not show up on the system report - and does not work.


When I take that same hub and connect to a 2019 MacBook Pro, with USB-c then it does show up on the system report.

This the 2016 MacBook report. The Mac Pro Late 2019 was posted earlier



May 19, 2020 7:59 PM in response to Retens

Just to close the loop on this. There appears to be compatibility issue with Catalina and the Logitech Unifying Software and driver for MacOS. Even after updating the Unifying driver to the latest version on Logitech's website the Logitech Unifying Software still does see the Logitech G602 mouse. It doesn't look like Logitech has updated the driver software since 2018. I even tried the Logitech Unifying Software on another MacBook running Catalina and the software on the other MacBook also did not recognize the Logitech G602 mouse. I even tried updating the firmware on the Logitech Unifying receiver that came with the Logitech G602 mouse but it would not recognize the receiver USB dongle. MacOS Catalina does see the mouse as a USB Receiver HID device so the mouse does work. It just goes unresponsive and disappears every few hours. I did not see this behavior with Mojave with this same mouse. I have not tried reinstalling MacOS Catalina at this point since I have moved on with a generic Bluetooth mouse at this point. But, this just appears to be a device capability issue with Catalina.


Suggestion to Apple: I'm not sure if Apple has a hardware certification program like Microsoft but that would be a great thing to have. That way a user could verify if a 3rd party device, such as a mouse or keyboard, has been certified to work with a particular OS version. Logitech claims Catalina is supported but it would be helpful if they actually had to certify their devices to make that claim.



Jun 17, 2020 9:46 PM in response to Retens

It's not just 2020 MacBook Airs. I have a 2017 iMac 27" that I just got. It has a fresh install of Catalina 10.5.5 on it. It had High Sierra on it but I upgraded to Catalina and had these issue, so I reinstalled Catalina from Recovery mode. And I get the same problem with my old USB 2.0 external drives. It seemingly will do fine for a while but at some point the screen stops responding, background goes black, eventually the screen goes blank (but backlight is still on). I have been using ssh from my other Mac to login in and do a reboot via Terminal to fix it.


But if I disconnect the drives, no issues. It'll go days and no problems...until I reconnect. Then at some point (usually a few hours later), the freeze ups happen again.

External USB Keyboard/mouse randomly stops working on New MacBook Air Early 2020 model running Catalina 10.15.4

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