NUC 11PAHi7 not detecting USB-C external SSD

nailihamadon · ‎09-14-2021

NUC 11PAHi7 not detecting USB-C external SSD

Hi all, really need your help...

Issue

I have issue when connecting USB-C external SSDs to USB-C port directly (without hub). The ssd is not detected (only detected the enclosure but not the SSD).

Basically, I had tested with 4 different external SSDs via NUC USB-C (different brand and model), the outcomes were the same. The external SSDs were not detected (only detected the enclosure but not the SSDs).

I had also tested these 4 external SSDs via front and back NUC USB-C port, both ports did not detect any SSDs (only detected the enclosure but not the SSDs).

For info all these 4 external SSDs are healthy which 2 of them are brand new. These 4 external SSDs can be connected and detected by other PCs via USB-C (both Thunderbolt and not thunderbolt) i.e. tested with Microsoft Surface Pro 7, Dell Latitude, Dell Precision 7530 and iPad Pro 11”. All works just fine. No issue.

Tested NUC USB-C with other peripherals

I had extended my investigation by connecting to other peripherals:

Tested USB-C hub (featured with HDMI and USB-A ports). The result is OK.

Work fine with 2^nd display and external drive via USB-A ports.

Tested with android phone. The result is OK.
Tested with iPhone. The result is OK.
Tested with iPad. The result is OK.

Trouble shooting through Device Manager

In the device manager it appears NUC only detected the SSDs enclosure but not the volume.

Here are the drive details:

ADATA SX8200 : C drive (OS)

ST2000LM015 : D drive via internal SATA

ROG ESD : External SSD enclosure (Asus ROG Arion)

When I went deeper in the properties it shows the device is working properly. But in the volumes, no volumes detected.

Trouble shooting through Disk Management

First few attempts, the external SSDs were not even detected by th Disk Management.

Disk 0 : D drive via internal SATA

Disk 1 : ADATA SX8200 : C drive (OS)

After some attempts by living the external SSDs about 15 minutes or so, it appears in the Disk Management the disk is not initialized. As mentioned above all these 4 external SSDs are healthy (I’m always use them with other PCs). I did validated all these SSDs with CrystalDisk and all are Good.

My next attempts were to initilize the disk but it prompted below error.

Even after many attempts the result were still the same

Updating BIOS and Drivers

I had updated BIOS and Drivers, the outcome is still the same. Even after updated BIOS and Drivers and repeated the troubleshooting attempts, the result were still the same.

Trouble shooting through Command Prompt

I had also troubleshot through command prompt diskpart. It shows the disk is online but no volume.

Other information

NUC can detect the SSDs volume if connected via USB-A directly to the NUC and the SSDs work just fine with NUC USB-A.

Could it be because of defective Thunderbolt controller?

Please help…

AndrewG_Intel · ‎09-15-2021

Hello @nailihamadon

Thank you for posting on the Intel® communities and for all this information.

In order to review this behavior further, could you please provide us with the following information?

1- Did this configuration (Intel® NUC + Enclosure + Drive) work fine before? Or are you having this behavior since the first day that you have this configuration?

2- Is this a new Intel® NUC? When did you purchase the device?

3- We understand that you have tested with different drives. Just to make sure, did you also test with different Disk Enclosures? If yes, could you please provide details?

4- Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system. Please follow these steps:

Download the Intel® SSU and save the application on your computer
Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".
To save your scan, click Next and click Save.
Once you have saved the file (.txt file), please attach it to your reply.

To upload and attach a file, use the "Drag and drop here or browse files to attach" option below the response textbox.

Best regards,

Andrew G.

Intel Customer Support Technician

nailihamadon · ‎09-15-2021

Hello @AndrewG_Intel ,

Thank you for your reply,

Please find below my reply in BLUE:

1- Did this configuration (Intel® NUC + Enclosure + Drive) work fine before? Or are you having this behavior since the first day that you have this configuration?

Date of purchase: Sept 9th 2021

Windows installed: Sept 9th 2021

Issue sighted: Sept 9th 2021

Basically the issue happen since day 1 and never work with external SSD connected directly to usb-C.

2- Is this a new Intel® NUC? When did you purchase the device?

Yes this is new Intel NUC. New purchase.

Date of purchase: Sept 9th 2021

Windows installed: Sept 9th 2021

Issue sighted: Sept 9th 2021

3- We understand that you have tested with different drives. Just to make sure, did you also test with different Disk Enclosures? If yes, could you please provide details?

Yes tested with different enclosures, the result were similar. Not detected the volume.

4- Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system. Please follow these steps:

Done. I had run twice, _1 was without the external SSD attached to the usb-C and _2 was with the external SSD attached to the usb-C.

Additional Info

Since the unit is brand new, I'm now in contact with the reseller for validation for warranty claim.
I had unmount drive D because i'm preparing to send back the unit to reseller before running Intel SSU.
If it is really hardware issue hopefully I will get immediate replacement since this issue is since day 1 owning it

Best regards,

Naili

ClariceStarling · ‎09-15-2021

@nailihamadon It could be a compatibility problem, but you seem so knowledgeable about computers it's probably a manufacturing defect. The seller should just give you a new one.

That's one of the best posts I've seen ... you get an A!

nailihamadon · ‎09-22-2021

@ClariceStarling thank you. I'm not that knowledgeable but I know a little.

AndrewG_Intel · ‎09-17-2021

Hello nailihamadon

Thank you for your response, the Intel® SSU reports, and all this detailed information.

We understand that you are now in contact with the seller reviewing warranty availability for your Intel® NUC. In this case, we will keep the thread open monitoring, and waiting for further feedback from you regarding this process. We have taken note of the information you shared and we will keep it handy in case we need to move forward with additional assistance.

For any other inquiries, please don't hesitate to contact us back.

Best regards,

Andrew G.

Intel Customer Support Technician

nailihamadon · ‎09-22-2021

Hello @AndrewG_Intel ,

Update from the seller, they had even tested with brand new NUC and the outcome was the same as mine. The brand new NUC was not able to detect the external ssd via usb-C.

They are now checking with their vendor pertaining this issue.

Appreciate if you could help us on this matter.

Best regards,

Naili

AndrewG_Intel · ‎09-23-2021

Hello nailihamadon

Thank you for the update.

In order to review this further, could you please help us verifying and confirm the following information and steps?

1- Just to make sure, is the latest Thunderbolt™ 3 and 4 DCH Driver for the Intel® NUC installed on the system? If not, the latest version is 1.41.1094.0 so you may try to install it and test it. Also, please verify if the Thunderbolt Control Center software (available on the Microsoft Store) is also installed on the system. (The Thunderbolt Control Center allows you to approve and manage Thunderbolt devices.)

2- Are you using a short or long Thunderbolt* USB-C cable? This is since the length of the cable can also be a factor and the recommendation is to use one that is 60 cm or shorter.

3- We know this is a basic step, but just to make sure we cover all the possibilities, have you tested with different Thunderbolt cables? Hopefully, one that is "a certified Thunderbolt* 3 cable"?

4- Have you verified if the manufacturer of the Enclosure may have any firmware available that may help with the behavior?

Also, we understand that your seller is checking with their vendor about this issue. Please feel free to share any new feedback they may provide you with regarding this behavior.

Best regards,

Andrew G.

Intel Customer Support Technician

MRoss5200 · ‎09-27-2021

I tried this same ROG Strix Type-C enclosure on my i7 PA NUC. I was able to see the enclosure and the SSD inside on both Type-C ports. I have an Intel 6000p NVMe 256GB M.2 installed in the enclosure. Maybe the SSD you are using is causing the issue? Did the SSD partition maybe have the same drive letter as another drive?

This was also with the latest BIOS (0041) installed.

nailihamadon · ‎09-28-2021

Hello guys,

New update. I just received brand new Samsung 980 SSD 500Gb and tested with NUC and I do not know why but it works.

Previously tested with XPG SX8200 PRO 2Tb but was not successful.

Also tested with another XPG SX8200 PRO 2Tb but also was not successful.

I think the seller also tested with XPG SX8200 PRO or Gigabyte SSD but was not successful (need to check back with the seller the exact one).

Could it be compatibility issue maybe.

By the way thank you all for your kind support.

Regards,

Naili

nailihamadon · ‎09-28-2021

Hello guys,

This is to confirm that the seller was using XPG SX8200 PRO 512Gb for this test.

Regards,

Naili

AndrewG_Intel · ‎10-01-2021

Hello nailihamadon

Thank you for taking the time to share this feedback. We are glad to know that this is working using a new SSD. If the Intel® NUC works fine with the enclosure and with a different SSD (Samsung* 980 SSD 500Gb) and Thunderbolt*/USB-C works fine when using other devices (iPad*, cellphones, external displays, etc), this seems to be a compatibility issue as you pointed out.

Since this is working now as expected using this configuration, we would like to know if you have additional inquiries or if you would like to consider this request solved.

Best regards,

Andrew G.

Intel Customer Support Technician

AndrewG_Intel · ‎10-08-2021

Hello nailihamadon

We have not heard back from you so we will proceed to close this thread now. If you need any additional information, please submit a new question as this thread will no longer be monitored. It has been a pleasure to assist you.

Best regards,

Andrew G.

Intel Customer Support Technician