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idata
Community Manager
4,489 Views

Thunderbolt 3 HDD missing after reboot

My Intel NUC NUC6i7KYK, running Windows 10, seems to not see my Thunderbolt 3 external HDD after a reboot. I have all drivers up to date as is the bios.

The external drive is the Akitio Thunder3 Duo Pro. If I go to device manager and scan for hardware changes it picks up the device and it appears as normal in Windows Explorer.

Anyone else seen this before and if so any way to resolve this.

Thanks - Tony

0 Kudos
62 Replies
aalex17
Beginner
167 Views

Hiya Esteban, hope all is well.

I was just replying to the thread with some ideas - i don't actually have this issue (yet).

keep up the good work!

Chris_V_Intel
Moderator
167 Views

If I had the device, I'd try for you, but have you tried playing around with some of the Thunderbolt BIOS options?

BIOS (tap F2 during boot) ->Advanced->Boot->Boot Configuration.

Chris_V_Intel
Moderator
167 Views

I had another idea. In the BIOS, go to:

Security Features->Thunderbolt Security Level, try Legacy, which makes it so you don't have to approve the device. Worth a shot.

EstebanA_C_Intel
Employee
170 Views

Thank you very much for the update and recommendations about this, cvare

Regards,

Esteban C

AThom16
New Contributor II
170 Views

CVCare,

I tried all of those options in the bios and I still must go into disk management to get win10 to recognize the TB3 drive. It sparks my curiosity; what is Thunderbolt Option ROM?

PPat
Beginner
170 Views

Tony,

I've got a Thunder 3 duo Pro setup RAID 1 with two HDDs. Mine is now working fine. I have a couple of questions:

1. In your post you said "...Thunderbolt 3 external HDD after a reboot." Are you using the "RESTART" button or are you using the "SHUT DOWN" button and then pushing the Power button on the NUC to start the computer?

2. Go into Power Options and select "Chose what the Power Buttons do". Is the "Turn on Fast Startup" box checked?

If you are shutting down the computer and using the Power Button to start the computer, then click on "Change Settings that are Currently Unavailable" and uncheck the "Turn on Fast Startup" selection. Be sure to click "Save Changes". Then reboot your computer.

Hope this helps,

Pat

AThom16
New Contributor II
170 Views

Just to bump this, I am still experiencing this issue.

pdavitt This problem occurs after restart and shutdown. After the "Disk Management Rescan Disks method" everything is fine. There is something going on with the way win10 and/or Intel TB software/drivers are loading... probably a driver load timing problem. I have tried fast startup and it does not correct this issue. Tried every format and every available RAID setting for the Thunder3 Duo. The drive is hosting a massive Lightroom Catalog, changing format/raid setting is no longer an option for me.

For me it is more of an annoyance; everything works fine for me after the Rescan Disks Action. Sometimes the Thunder3 is assigned a different drive letter which causes some headaches in Lightroom.

I recently tried the Thunder3 on another computer running win10 home and USB-C Gen2 (Technically not Thunderbolt); the drive functioned after reboot/shutdown without a rescan disk action from me.

PPat
Beginner
170 Views

Tony,

You are correct, the failure to connect is a timing issue. Been doing some research with Akitio Support. Below are excerpts from two emails to them.

I bought a NT2 U3.1 to perform my backups until this gets resolved.

Pat

**************************************************************************************************************************************

......

My plan is to get a couple of more HDDs and use the Duo Pro as a Thunderbolt 3 test bed. The two issues I need to resolve are:

1. On computer startup the Duo Pro will not connect unless I delay logging into Windows until after the drive initializes. This initialization consists of two steady red lights for about 3-4 seconds followed by a second of flashing green lights, then the lights go out. The device always connects if I follow that procedure.

2. About 3 to 5 minutes after computer startup the Duo Pro goes into some sort of activity loop with both disk status lights blinking green simultaneously. During this time no reads or writes show up on the windows performance monitor. This behavior continues until I access the drive and try to open a folder. There is a delay in folder access but it eventually displays. After this access, the drive works fine for the rest of the day.

I'm not giving up on the Duo Pro, in fact, this issue is a challenge.

**********************************************

Been doing some research. Issue # 2 seems to be triggered by the following Warning event in Windows. I'm running Windows 10 Pro 64bit, version 1607, OS Build 14393.576.

Warning: "Reset to device, \Device\RaidPort3, was issued."

- System

- Provider

[ Name] asstahci64

- EventID 129

[ Qualifiers] 32772

Level 3

Task 0

Keywords 0x80000000000000

- TimeCreated

[ SystemTime] 2016-12-17T13:02:33.536702000Z

EventRecordID 21212

Channel System

Computer DESKTOP-PP4Q0EM

Security

- EventData

\Device\RaidPort3

0F001800010000000000000081000480010000000000000000000000000000000000000000000000000000000000000004000000810004800000000000000000

--------------------------------------------------------------------------------

Binary data:

In Words

0000: 0018000F 00000001 00000000 80040081

0010: 00000001 00000000 00000000 00000000

0020: 00000000 00000000 00000000 00000000

0030: 00000004 80040081 00000000 00000000

In Bytes

0000: 0F 00 18 00 01 00 00 00 ........

0008: 00 00 00 00 81 00 04 80 ....&# 129;..?

0010: 01 00 00 00 00 00 00 00 ........

0018: 00 00 00 00 00 00 00 00 ........

0020: 00 00 00 00 00 00 00 00 ........

0028: 00 00 00 00 00 00 00 00 ........

0030: 04 00 00 00 81 00 04 80 ....&# 129;..?

0038: 00 00 00 00 00 00 00 00 ........

EstebanA_C_Intel
Employee
170 Views

Thank you guys for the information added to this thread.

I hope it will bring some more light to this issue

cvare, would you please check the last answers from pdavitt and OEFVet?

Regards,

Esteban C

Chris_V_Intel
Moderator
170 Views

I am so sorry all for not following up on this. No excuses.

So is this still an issue for you guys? I swear I'm going to have time to look into this now.

PPat
Beginner
171 Views

Yes it is still an issue. Please see my post number 49 for details. The Duo Pro with HDDs works fine when connected to a USB 3.0 port, problem only occurs when connecting to the TB3 port.

Pat

Chris_V_Intel
Moderator
171 Views

Thanks Pat, will check it out!

AThom16
New Contributor II
171 Views

The latest Thunderbolt driver solve the problem. Thank you!

It is: Version: 16.2.55.275 (Latest) Date: 12/1/2016

Here:

 

https://downloadcenter.intel.com/download/26052/Thunderbolt-Driver-for-Intel-NUC-Kit-NUC6i7KYK?produ... Download Thunderbolt™ Driver for Intel® NUC Kit NUC6i7KYK
Chris_V_Intel
Moderator
171 Views

Oh nice! Thanks for the heads up OEFVet!

Is this helping for others as well?

EstebanA_C_Intel
Employee
171 Views

SwissTony77 ,1kilo

Please let us know if this worked for you as well.

Thanks,

Esteban C

idata
Community Manager
171 Views

Hi EstebanC_Intel

It doesn't seem to have done anything for me, although there seems to be something strange going on with my updates.

If you see below the software package version seems to be correct but the application version and the service version do not.

Also if I go to the Intel update too I see the following

This is after I have used this tool to update and also manually tried to update the TB drivers.

Any thoughts?

Thanks,

 

Tony
idata
Community Manager
171 Views

To be honest, i'm about ready to give up on this device. It is so buggy. I've spent all morning trying to get drivers to update to no avail.

The chipset drivers are stuck at 10.1.1.38 and will not update to 10.1.1.42 even when following the instructions from this thread - and running from an elevated command prompt with the -overall switch.

The intel update tool is next to useless, despite me running each update with the tool individually some drivers seem not to update. I've then tried to download them and install each one individually manually - again they report in the intel tool as not updated.

It's a real shame because this device should have been everything I wanted to be able a 4K media center but its not work the hassle! This thread has been open for 6 months, without a resolution to the OP (me) - I'm very disappointed with Intel.

EstebanA_C_Intel
Employee
171 Views

Hello SwissTony77,

The best option for you to install drivers is to download them and install them manually.

The version under "Software package version" is the one to be checked and as per the screenshot provided, it was installed properly.

The Intel® Driver Update Utility fails to recognize the drivers sometimes, but you confirmed the driver version in the device manager which is ok.

I understand your concern, please notice we are actively working on the issue and are positive to find a solution.

cvare, please be aware the issue was not fixed for this user.

Regards,

Esteban C

Ronny_G_Intel
Moderator
171 Views

Hi SwissTony77,

I am really sorry to hear that you are still having issues with this NUC.

I would recommend that you http://www.intel.com/content/www/us/en/support/contact-support.html# @13 Contact Support via phone or chat for quicker resolution and possible options to resolve this issue.

Please make reference to case number: 1728734.

I hope that we can help you.

Regards,

Ronny G

Chris_V_Intel
Moderator
171 Views

Just an update. I finally got my hands on an Akitio Thunder 3 Duo Pro, and did a bunch of reboots with no issue.

Is anyone still having issues?

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