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Johan2
Beginner
84 Views

Thunderbolt3 ports on NUC9i9 extreme

I recently replaced my NUC 8 with NUC9i9 extreme, but the TB3 ports are not working. TB3 is enabled in the BIOS, did a BIOS upgrade and installed the latest TB3 driver.

The strange thing that I don't have a Thunderbolt3 Controller in Device Manager|System Devices under Windows 10 Enterprise.

The Thunderbolt control center does not show any devices, even it does not display the amount of TB3 ports.

The TB3 device is an external disk. When I connect the external disk to my NUC8, it immediately turns on. On my NUC9, it does not switch on when I power on the NUC.

Can someone help me with this?

0 Kudos
6 Replies
Maria_R_Intel
Moderator
60 Views

Hello Johan2,


Thank you for posting on the Intel* Community.


To better assist you, I will send you an e-mail to the e-mail address associated with your community profile. Please reply to the email in order to provide us with the Intel® SSU report to avoid exposing sensitive information in the communities.


Best regards,

Maria R.

Intel Customer Support Technician


Maria_R_Intel
Moderator
50 Views

Hello Johan2,


Thank you for the information, we received your email.


We will proceed to check this internally and post back soon with more details.


 

Best regards, 

Maria R.  

Intel Customer Support Technician 





Johan2
Beginner
33 Views

Hello

 

Do you have any update on this issue ?

 

regards

Johan2
Beginner
20 Views

Dear support,

 

Is it possible to give me an update on what are the next steps ?

 

Thanks

Maria_R_Intel
Moderator
14 Views

Hello Johan2,


Thank you very much for patiently waiting, we have been working on this and doing some research about it.


First, we need to confirm if the actual TB port is working or not.



Please try a BIOS recovery process




If the issue persists our next recommendation is to contact the internal customer support, so they can help you to check the warranty of your unit and assist you with the process, feel free to provide the link to this thread as a reference.


 Here are pages where you can look up contact information, including local/country phone numbers, by geography:


Best regards,

Maria R.

Intel Customer Support Technician



Johan2
Beginner
8 Views

Hello

I recovered the BIOS as mentioned in the procedure below. I reinstalled the operating system and I was able to install the TB3 driver without any errors. But, the Thunderbolt controller is not visible in device manager.

The Thunderbolt device is NOT recognized and is not working. I cannot see any attached devices in TB Control Center. And when I power-on the NUC, the TB device does not power on/wake up. So, for me it seems that the TB ports are not working.

I will contact customer support by phone to see what are the next steps.

regards