Thunderbolt3 ports on NUC9i9 extreme

[Johan2]

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?

[Maria_R_Intel]

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]

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]

Hello

Do you have any update on this issue ?

regards

[Johan2]

Dear support,

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

Thanks

[Maria_R_Intel]

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.

• On windows 10 latest version, please make sure they install the TB firmware update: https://downloadcenter.intel.com/download/28735/Thunderbolt-3-DCH-Driver-for-Windows-10-for-Intel-NUC
• Connect the TB device and run the installer.

Please try a BIOS recovery process

• Here you can find the latest BIOS for the NUC https://downloadcenter.intel.com/download/29810/BIOS-Update-QXCFL579-
• Here you can find the steps for a BIOS recovery process: https://www.intel.com/content/www/us/en/support/articles/000005636/intel-nuc.html

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:

• U.S. and Canada: Intel Customer Support NA
• Europe, Middle East, and Africa: Intel Customer Support EMEA
• Asia-Pacific: Intel Customer Support APAC
• Latin America: Intel Customer Support LAR

Best regards,

Maria R.

Intel Customer Support Technician

[Johan2]

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

[Maria_R_Intel]

Hello Johan2,

Thank you very much for letting us know the outcome and followed the steps.

In this case, our recommendation is to verify the warranty of your unit, we do not provide warranty support through the Forums and you should contact Intel Support by phone or chat so they can create you an internal ticket and help you to check the warranty of the unit. Provide the link to this thread as a reference so they can verify that the troubleshooting was completed.

Check in my previous post the phone contact numbers.

Since we completed the troubleshooting, I will proceed to close this thread, If you need further assistance please create a new one.

Best regards, 

Maria R.  

Intel Customer Support Technician