NUC8i7HVK - Thunderbolt drivers fail to install

[HighlandBling]

As above, downloaded the driver pack from the intel website from this location

https://downloadcenter.intel.com/product/126143/Intel-NUC-Kit-NUC8i7HVK

Most drivers install well, however the Thunderbolt driver 'thunderbolt-win10-1.41.1094.0.zip' will not install I get the following error, enclosed the log file.  Have tried downloading legacy version and no joy.

This is a business machine with an external GPU for 3D rendering which I can not connect to due to driver install failure listed above, the software does not work with the onboard Raedon, a quick response would be appreciated.

[HighlandBling]

UPDATE

I would really apprecaite some help on sourcing the issue, if this fails the unit will be returned. Sad that an intel branded product with intel drivers fail to install.

Things we have tried

-Thunderbolt legacy driver sucessfully installs, but does not recognise the Razer Core X, no chain devices are indicated.

-Razer Core X with 1080Ti installed tested on alternative PC, works first time. So it isnt the razer core box that is causing the issue.

-install intel Driver and Support Asisstant and update all. DCH still fails to install and crashes 75% through install.

-uninstalled legacy drivers to install DCH. DCH still fails to install and crashes 75% through install. (see log file from above)

-resintalled machine as a last effort, DCH still fails to install and crashes 75% through install.

-removed all start-up items, including anti virus VPN etc, DCH still fails to install and crashes 75% through install.

-disconnect all thunderbolt devices. DCH still fails to install and crashes 75% through install.

-updated windown 10 64 pro to latest version as of today 16th April 2021,  windows 10 20H2 build , DCH driver still does not install.

-in device manager the best we can achieve is Core X appearing under the UDB devices list - shows device as 'working properly' and running from the winusb.sys drivers.  the device manager should indicate the 1080Ti in the razer core under display adapters, no additional graphics drivers are indicated.

-nvidia drivers will not install as the 1080Ti is not being read by the system.

-force windows to use DCH drivers via device manger and update, windows picks billboard and will not allow install of the DCH drivers.

further info

-bought the device new item in December 2020. 

We can not use this device at all. Assistance in resolving quickly is greatly appreciated.

Machine setup as per Intel Driver and Support Assistant.

BIOS

Version

0066

Date

3/10/2021

Motherboard

Manufacturer

Intel Corporation

Model

NUC8i7HVB

Version

J68196-603

Operating System

Edition

Microsoft Windows 10 Pro (64-bit)

Version (Build)

2009 (10.0.19042)

Processor

Intel® Core™ i7-8809G CPU @ 3.10GHz

Graphics

Intel® HD Graphics 630

Radeon RX Vega M GH Graphics

Audio

AMD High Definition Audio Device

Intel® Display Audio

USB Audio Device

Realtek High Definition Audio

Networking and I/O

Intel® I210 Gigabit Network Connection

Intel® Dual Band Wireless-AC 8265

Intel® Ethernet Connection (2) I219-LM

ExpressVPN Wintun Driver

ExpressVPN TAP Adapter

Intel® Wireless Bluetooth®

Memory

16 GB

Storage

Samsung SSD 980 PRO 500GB

Other

Intel® Management Engine Interface

Intel® Serial IO I2C Host Controller - A161

TPS65987 Device

Intel® Serial IO UART Host Controller - A127

Intel® Serial IO I2C Host Controller - A160

Intel® Serial IO GPIO Host Controller - INT345D

Intel® Serial IO I2C Host Controller - A162

BayHubTech Integrated MMC/SD controller

[LeonWaksman]

Hi @HighlandBling 

I couldn't install this driver either. In order to save your time and give more information to Intel Support about your system, please download the Intel System Support Utility (SSU). Run the SSU scan and save the results. The .txt file with the results please attach to your post.

Leon

[HighlandBling]

@LeonWaksman  thanks for that, enclosed report.

Ddi you get yours up and running?

[LeonWaksman]

Hi @HighlandBling 

I'm using Hades Canyon for about three years and It is working well, however I have no thunderbolt devices connected to it and therefore it is not crucial for me that the thunderbolt driver installation fails. I'm assuming that Intel Engineering will give you support in this matter, based on your posts and the SSU report. 

FYI, NUC8i7HVK Hades Canyon was launched in beginning of 2018 and now it is boeing replaced by NUC11PHKi7C Phantom Canyon NUC

Regards

Leon

[AndrewG_Intel]

Hello @HighlandBling

Thank you for posting on the Intel® communities.

Please allow us to look into this behavior and as soon we have more details available or if more information is required, we will be posting back in the thread.

Best regards,

Andrew G.

Intel Customer Support Technician

[HighlandBling]

@AndrewG_Intel and @LeonWaksman , thank you for the replies, I would really appreciate an answer using a signifcantly slower work around.

Which does pose the question if this issue will be present in the forthcoming phantom canyon? Will Phatom canyon be able actually run Thunderbolt 3 peripheries and not just USB-c peripheries.

I dont want to distract from topic in hand, no operable thunderbolt 3 for peripheries on our Hades Canyons will define if we use these NUCs at all or indeed in the future. Need machines that work and support to match, appreciate your earliest insights. 

[AndrewG_Intel]

Hello @HighlandBling

We performed a lab to test this behavior and we had no issues.

Just to make sure, does this issue happen when installing the driver with the Thunderbolt* device hooked up to the unit?

Also, could you please provide us with a picture or screenshot of the error/failure?

Regarding your inquiry, as per compatibility details, you should not have issues but would be good for you to check any reported problems with the device manufacturer (OEM).

Also, you may find compatibility information for Intel® products using the Intel® Product Compatibility Tool. For instance, NUC11PHKi7C (Phantom Canyon)

Best regards,

Andrew G.

Intel Customer Support Technician

[HighlandBling]

thank you for getting back to me @AndrewG_Intel, although that doesnt help our problem.

we have tried

-with the eGPU thunderbolt connected

-with the thunderbolt disconnected

-with 2x  different thunderbolt cables which work in other PCs' devices.

The install gets to exactly the same point (Capture01.PNG) then flags up an error and reports (Capture02.PNG) the log file it generates i attached in my inital post.

The error code is

0x80070643 - Fatal error during installation.

for the avoidance of doubt, the eGPU is a brand new razer core X with a 1080Ti inside. Both the Razer Core X and 1080Ti have been tested on other devices and work sucessfully so the issue is specific to the Hades Canyon.

At present the razer core X is detected by the OS as a USB connected device, the general drivers tab states 'the device is working properly' however follow through to the driver details and the installed driver files are winusb.sys. I have tried updating the driver manually by pointing to the drivers in the bundle but windows10 detects winusb.sys as the best match. until i get the Thunderbolt drivers installed we can not use any thunderbolt peripheries (USB-C is working)

With regards to compatibility, as the thunderbolt drivers will not install I can not tell you if the device is compatable!

given the error code can you pinpoint or suggest anything useful? Perhaps a link to an older version of the driver may help.

[LeonWaksman]

Hi @AndrewG_Intel 

As you know (I wrote this in my post above), I can't install the Thunderbolt Driver in my NUC HV either. I have the same error 0x80070643. See the attached video clip, showing the installation process.

FYI, I don't have this problem in NUC FN, where the same driver is installing without problem.

An other interesting fact is that in NUC FN the Thunderbolt Driver is listed in IDSA, while in NUC HV it is not. So, in NUC HV the IDSA reports that all drivers are installed, while there is no Thunderbolt Controller installed.

So, please recheck this installation again.

Regards

Leon

[HighlandBling]

SOLVED

@LeonWaksman i went leftfield and downloaded the microsoft thunderbolt drivers from the microsoft store, it worked instally. Razer core detected and running already. Let me know if this works for you too.

@AndrewG_Intel there is 'something' not right with the installation of the driver pack available from the intel website. however the microsoft driver pack worked instantly and with no problems.

[LeonWaksman]

Hi @HighlandBling 

I can't find Thunderbolt Driver in Microsoft Store. Can you give the link for download?

Leon

[HighlandBling]

hopefully this works

https://www.microsoft.com/en-il/p/thunderbolt-control-center/9n6f0jv38ph1?wa=wsignin1.0&activetab=pivot:overviewtab

[LeonWaksman]

Hi @HighlandBling 

This is a link to Thunderbolt Control Center and not to the Thunderbolt Driver. I couldn't install it either and got error during installation. The Thunderbolt Control Center should load automatically after the driver is installed and if you're connected to the Internet. Could be that my problem is caused because there is no device connected to the Thunderbolt port.

Leon

[AndrewG_Intel]

Hello @HighlandBling

Thank you very much for your response. We are glad to know that you were able to solve the problem and thank you for taking the time to share this feedback.

Hello @LeonWaksman

Please allow us to double-check the behavior when installing the Thunderbolt* driver on Intel® NUC Kit NUC8i7HV and to see if it could be related to no having a Thunderbolt* device connected to the unit. As soon as we have more details available, we will be sharing them here in the thread.

Best regards,

Andrew G.

Intel Customer Support Technician

[LeonWaksman]

@AndrewG_Intel  thanks.  In my opinion you can't consider that the problem was solved in @HighlandBling  case, since he didn't succeeded to install the Thunderbolt Driver from Intel. He succeeded to install the Thunderbolt Control Center, downloaded from Microsoft Store. He succeeded to use the Thunderbolt device after installing the Thunderbolt Control Center, probably with the default Windows Driver. Please try to install on Hades Canyon the Thunderbolt Driver downloaded from Intel.

Regards

Leon

[HighlandBling]

@AndrewG_Intel please note that you (intel) did not resolve the problem.

I tried a workaround which worked in my instance. The issue for me was the driver pack from your website for the Hades Canyon would not install the thunderbolt drivers no matter what i tried.

That is an outstanding problem for intel to address.

@LeonWaksman still has the same issues even using my workaround.

FYI I installed the microsoft thunderbolt drivers with the device connected.

[MRoss5200]

What version of the Thunderbolt driver are you trying to install?  I have version 1.41.1054.0 that is working fine with Hades on Win10 20H2 with a Razer Core X running a 2060 SUPER. The Thunderbolt control panel sees the Core X and allowed me to connect to it fine.

Could be the newer version of the drive has some issue that prevents it from working on Hades.

[MRoss5200]

I found the latest Thunderbolt drive using IDSA and upgraded to it (1.0.1094.0). Everything still works fine.

I wonder if the zip installer is the issue and that is why the driver will not install. Has anyone tried installing the INF files manually instead of using the installer? This is where you right-click on each Setup Information file in the INF folder and select "Install". Its a little clunky but it works fine usually.

[AndrewG_Intel]

Hello all

Thank you very much for the feedback provided. We are working on this and doing further research and tests. As soon as we have more details available we will post them in the thread. Thank you for your understanding.

Best regards,

Andrew G.

Intel Customer Support Technician

[Bob10]

Same issue here,  nuc8i5bek with this thunderbolt driver , install failed with same log info.

This seems a common issue. I search solutions for several days, nothing works, please fix it ASAP.