Intel® NUCs
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NUC11PAHI7 Thunderbolt Ports stopped working

rusty_plunk
Beginner
383 Views

Hi,

I've had my NUC for about a month now, and today I have turned it on and neither of the thunderbolt ports are recognising any input. I have tried my Thunderbolt dock (which works when tested on my laptop) and a USB-c -> HDMI dongle. Neither are recognised. 

I have turned off and on again Thunderbolt in the BIOS, and I have reinstalled my drivers. When looking in device manager both of the Thunderbolt ports are listed and registering as working properly. When I open the Thunderbolt control center both ports are listed with nothing attached (when the dock is plugged in). Previously the dock would be listed here. Any help available? 

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8 Replies
n_scott_pearson
Super User Retired Employee
380 Views

Does a USB device work in either of these connectors? Does the problem go away if you shut down and disconnect power for a few minutes?

...S

rusty_plunk
Beginner
372 Views
Hi, thanks for the reply. No and no is the answer unfortunately
n_scott_pearson
Super User Retired Employee
367 Views

Hhmmm, unless someone else has an idea for something to try, I am concluding that something has failed in the hardware. 

 

After verifying that your warranty is still active (here: Determine if Your Product Is Still Under Warranty), you need to directly contact Intel Customer Support to initiate the RMA process (you cannot do this through the forums). Here are pages where you can lookup contact information, including local/country phone numbers, by geography:

You can use the online forms service or email, but I actually recommend calling them directly. The above links provide local or toll-free numbers in most countries and support most local languages. You could also use the chat service (start here: Intel Customer Support Chat), but understand that this service is offered in English only and is subject to the normal (9:00-5:00 M-F) office hours in the Pacific (UTC-8) time zone.

 

Hope this helps,

...S

JRendlert
Beginner
315 Views

Hello,

I have the exact same problem. Both of the USB-C/thunderbolt ports stopped working (won't recognize anything).

Are you on Windows 10 64bit?

Might be some update?

 

Best regards

Joakim

rusty_plunk
Beginner
307 Views
I've had to send mine back to intel for repair. It was on windows 64bit.
JRendlert
Beginner
306 Views

Where did you get yours, I mean if there is a batch that goes bad or if all will go bad?

I bought mine from Germany but lives in Sweden.

rusty_plunk
Beginner
296 Views
Got mine in the UK. Could be the same batch, not sure as I've sent mine back.
JRendlert
Beginner
288 Views

I turned mine off and pulled out the power from it. Let it be for a couple of hours and now it works?

Very strange. I'm gonna write back if it stays working or not!

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