NUC7i5BNK external Thunderbolt3 drive freezes

[BKirs1]

Hi,

I'm running Windows 10 on my NUC7i5BNK. I just installed an external G-Drive Thunderbolt-3 12TB drive, formatted NTFS with the G-Tech format software. When I copy large files to the drive (5GB size), write speed slows way down then eventually the NUC freezes or crashes. Small files copy fine. I've tried copying from internal and other external drives (USB 3.0), same problem.

I just installed the most recent BIOS 0065 and it didn't fix the problem.

I see a https://downloadcenter.intel.com/download/27679/NUCs-Thunderbolt-3-Controller-Firmware-Update-Tool-f... Firmware update called Thunderbolt 3 controller firmware update tool. Not sure if this will help, but this won't install! Instructions say browse to the folder where you unzipped the downloaded file, select the firmware .bin file, and then click Next.

But there is no .bin that I can see. I've tried loading each of the enclosed files but none work, I get a really weird error: Offset and length were out of bounds for the array or count is greater than the number of elements from index to the end of the source collection.

Here's what I see available - I'm looking for a file with a .bin extension and don't see anything. Please help!!

[idata]

Hello BobAudioGuy,

I understand that you are currently experiencing problems with a Tunderbolt* 3 hard drive. I can also see that you tried to update the firmware for the Thunderbolt* to no avail.Regarding this, I would like to start by requesting a screenshot of the moment when you have to browse and select the ".bin" file. Sometimes some files may be hidden and only found when you browse for the required file. Also, I would like you to try installing the driver for the Tunderbolt* Bus which you can find in the link below:https://downloadcenter.intel.com/download/26486/Thunderbolt-Bus-Driver-for-Intel-NUC-Kits-NUC7i5BN-N... https://downloadcenter.intel.com/download/26486/Thunderbolt-Bus-Driver-for-Intel-NUC-Kits-NUC7i5BN-N...Once the installation is complete, reboot your system and check if the issue when it comes to large files persists. I hope this helps. Regards,David V

[BKirs1]

Hi David,

Thanks for your reply - I can check the browse file list but I am pretty sure it is the same as the screenshot I posted. What is the name of the .bin file I am looking for?

And I have already installed the thunderbolt driver that you linked me to.

-Bob

[BKirs1]

David -

I just checked - and I am confirming that the browse window is exactly the same as the screenshot of the window I previously posted. There is no file with a .bin extension. here is it

[n_scott_pearson]

It's the top file in the folder. If it won't take it without the file extension, you can rename it to include it (i.e. BNi5i7_TBT_FW_rev33_sign --> BNi5i7_TBT_FW_rev33_sign.bin).

...S

[BKirs1]

Hi Scott, I renamed the file like you suggested. Still no go. This time I get a different Time Out error:

So maybe the G-Drive I bought just isn't compatible with the NUC?

[n_scott_pearson]

No, this looks more like the program is having a problem communicating with the TBT3 controller. I am not sure but I believe that this is what happens when there isn't a (working?) TBT3 device connected.

...S

[BKirs1]

OK but the G-Drive is connected and (partially) working. I mean I can copy small files no problem.

And I can see the drive is connected to Thunderbolt Controller 1, Port 1.

At this point I'm considering returning the drive, and maybe getting a cheaper USB drive. Unless you have any other suggestions?

I see a https://www.newegg.com/Product/Product.aspx?Item=N82E16817392111 Vantek USB 3.1 Gen 2 enclosure for $45. If I put a 12TB Enterprise drive in it, it should be plenty fast. Do you think this Vantek enclosure should work?

[n_scott_pearson]

Sorry, I got nothing. We'll have to see if the Customer Support folks have anything tomorrow when back in the office...

...S

[idata]

Hello BobAudioGuy,

Thank you for your response and patience.In order to find out if the one at fault is either the port, the firmware or the unit we would need to test a different Thunderbolt 3 unit, connect it and try transferring large files to it. This is only for testing purposes and see if the issue persists, normally this issue should not occurred as it has been tested in the past. I would like to know if you are able to test a different device, if so, please let me know the outcome of the testing.Regards,David V

[BKirs1]

Hi David,

I don't have any other thunderbolt device for testing the port. I'm thinking it's the G-Drive that is not compatible with the NUC. I'm going to return the drive and instead get a USB 3.1 Gen 2 drive.

[idata]

Hello BobAudioGuy.

Thank you for your response.I understand, if you need any more assistance then please let us know so we can assist you further with any inquiry you may have.Regards,David V