Thunderbolt issue with new NUC10i7FNK

[finvarra]

I just built the above model and connected it to my CalDigit TS3 Thunderbolt Device which I've previously used without issue with my last NUC 7.  However, my external drives are dropping off and the audio device I have connected (all through USB) has scratchy sound.

I contacted CalDigit and they suggested I update the Host Controllers in device manager. One of them - ASMedia USB 3.1 eXtensible Host Controller has a yellow triangle.  I got the following messagfe: "This device is not present, is not working properly, or does not have all its drivers installed. (Code 24)." However when I tried to update it (and later uninstall/reinstall), it says "the best drivers are already installed). The yellow triangle remains.

CalDigit also suggested I download the Thunderbolt 3 DCH Driver from Intel. However, according to the instructions (https://downloadcenter.intel.com/download/28735/Thunderbolt-3-DCH-Driver-for-Windows-10-for-Intel-NUC?product=188808), I must uninstall the existing Thunderbolt Software in Settings/ Apps & Features. However, it's not there.

Any help would be SO welcome!!!!

 

[finvarra]

OK, I was able to get the ASMedia USB 3.1 Controller working but///

I still need guidance on how to download the Thunderbolt 3 DCH Driver given the Catch-22 issue I described above.

[finvarra]

Just received the following message re: the ASMedia USB Controller (which again has the error symbol)...

"Windows has stopped this device because it has reported problems. (Code 43)"

Anybody?

[finvarra]

Problems persist. I went back to CalDigit and they said:

"it may be a result of the NUC's Thunderbolt protocol. The dock itself is hot swappable, but different hardware/software combinations on the host dictate the Thunderbolt 3 protocols."

Can anyone help me with this because I'm at a loss.

[Maria_R_Intel]

Hello finvarra,

Thank you for posting on the Intel* Community.

Please, follow the below recommendations:

Check the Thunderbolt option in BIOS:

1. Press F2 during boot to enter BIOS Setup.
2. Go to Advanced > Devices > Onboard Devices.
3. Check that the Thunderbolt Controller is enabled.
4. Press F10 to save and exit BIOS Setup.

Use a certified Thunderbolt™ 3 cable. The length of the cable can also be a factor. Try one that's 60 cm or shorter.

Install the Thunderbolt™ 3 DCH Driver for Windows® 10 for Intel® NUC, if you don't have a current software installed just skip that step and complete the installation:

1. Download this driver package and unzip it to a folder on the Intel NUC.
2. Connect a Thunderbolt device to the Thunderbolt port.
3. Open Device Manager by pressing the Windows key + X, and then select Device Manager.
4. You should see an error on a Base System Driver in the Other Devices category.
5. Double-click the Base System Driver and go to the Driver tab.
6. Click the Update Driver button.
7. Browse to and select the folder where you unzipped the driver package.
8. Click Next to install the driver.
9. After the driver installation is complete, close Device Manager.

You'll also need the Thunderbolt Control Center software (available on the Microsoft Store) to approve and manage Thunderbolt devices. 

Once you complete all these steps, if the issue persists, please send the below report:

Run the following tool in Windows* and attach the report generated. 

Intel® System Support Utility (Intel® SSU) 

• Intel® SSU Download
• Open the application and click on "Scan" to see the system and device information. By default, Intel® SSU will take you to the "Summary View". 
• Click on the menu where it says "Summary" to change to "Detailed View". 
• To save your scan, click on "Next", then "Save". 

Best regards,

Maria R.

Intel Customer Support Technician

[finvarra]

Hello Maria,

Thanks for your response.

I'm thinking the problem may have been with the CalDigit unit. (which I'm RMA-ing). I will let you know if the problem persist after I receive the new one.

One issue I was having that after installing the device and following the instructions, I never saw:

1. You should see an error on a Base System Driver in the Other Devices category.
2. Double-click the Base System Driver and go to the Driver tab....

... so I couldn't click the Update Drive button.

Hopefully, I won't have that issue with the new unit. The process worked perfectly with my earlier NUC.

Again, I will let you know if the issue persists.

Take care,

Michael

[Maria_R_Intel]

Hello finvarra,

Thank you for let us know!

We really hope that you can have your set-up working fine as soon as possible! We'll be waiting to hear back from you, and we may do a follow-up, just in case.

Best regards,

Maria R.

Intel Customer Support Technician

[finvarra]

Hello Maria (and others)

I received a new Thunderbolt device from CalDigit and plugged it into my new NUC with a Thunderboly 3 plug and followed your instructions:

Check the Thunderbolt option in BIOS:

1. Press F2 during boot to enter BIOS Setup. [DONE]
2. Go to Advanced > Devices > Onboard Devices. [DONE]
3. Check that the Thunderbolt Controller is enabled. [DONE]
4. Press F10 to save and exit BIOS Setup. [DONE]

Use a certified Thunderbolt™ 3 cable. The length of the cable can also be a factor. Try one that's 60 cm or shorter. [DONE]

Install the Thunderbolt™ 3 DCH Driver for Windows® 10 for Intel® NUC, if you don't have a current software installed just skip that step and complete the installation: [DONE]

1. Download this driver package and unzip it to a folder on the Intel NUC. [DONE]
2. Connect a Thunderbolt device to the Thunderbolt port. [DONE]
3. Open Device Manager by pressing the Windows key + X, and then select Device Manager. [DONE]
4. You should see an error on a Base System Driver in the Other Devices category. [NO --NOT THERE!!!]
5. Double-click the Base System Driver and go to the Driver tab. [CAN'T PERFORM #6-9]
6. Click the Update Driver button. [NO]
7. Browse to and select the folder where you unzipped the driver package.
8. Click Next to install the driver.
9. After the driver installation is complete, close Device Manager.

You'll also need the Thunderbolt Control Center software (available on the Microsoft Store) to approve and manage Thunderbolt devices.  [DONE]

i tried the Thunderbolt device (and plug) on my older device and it works perfectly. I added a sound device to the Thunderbolt device on the new NUC and it doesn't work properly (works on older one).

Also, I see that that in the Thunderbolt Control Center on my new NUC, the device is seen as "Attached" but there is no device listed to "Approve" or "Manage" it.

I've attached the SSU report (as requested).

What next?

Best,

Michael

[Maria_R_Intel]

Hello finvarra,

Thank you for the details. We will proceed to check this internally, I'll post back on this thread as soon as we have updates to share with you.

Best regards, 

Maria R.  

Intel Customer Support Technician 

[finvarra]

Hello Maria,

The immediate problem seems to be that there is no "Thunderbolt Software" to uninstall in Settings/Apps & features. Perhaps it was somehow never installed to begin with (?)... if so, could you please send a link where to download it?

The issue still remains with the Thunderbolt Control Center showing my device as Attached... but not seen in "Approve devices" or "Manage approved devices." Again, the device does not work perfectly with my  older Nuc 7.

This is very frustrating. Thanks for any direction you can give me.

Best,

finvarra

[finvarra]

I should add there's also no thunderbolt icon in the taskbar. (There is one on the older NUC.)

Wouldn't this also indicate that the software somehow is missing?

[finvarra]

I meant to write, "Again, the device DOES work perfectly with my older Nuc 7."

[Maria_R_Intel]

Hello finvarra,

Thank you for the information you shared with us. I really understand your frustration and we are doing our best to help you to fix this.

As you can see, the installation steps changed and I want to recommend you to try this:

How to install 

1. Download this driver package and unzip it to a folder on the Intel NUC. Version: 1.41.1015.0 https://downloadcenter.intel.com/download/28735/Thunderbolt-3-DCH-Driver-for-Windows-10-for-Intel-NUC?product=188808
2. Connect a Thunderbolt device to the Thunderbolt port.
3. Browse to and select the folder where you unzipped the driver package.
4. Right-click on each of the following .inf files and select Install:

• TbtHostController.inf
• TbtHostControllerHsaComponent.inf
• TbtHostControllerToastController.inf
• TbtP2pNdisDrv.inf

Again, you'll also need the Thunderbolt Control Center software (available on the Microsoft Store) to approve and manage Thunderbolt devices. 

Provide a screenshot of error messages you may receive and a detailed description of the outcome. We tried to replicate your issue in our labs, we do not have your CalDigit TS3 Thunderbolt Device, but we tried with different thunderbolt devices and the result was: no issues, they worked properly and the installation was successfully completed. 

If you can test the NUC with a different thunderbolt device that will be really helpful for us. (please let us know the outcome

Best regards, 

Maria R.  

Intel Customer Support Technician 

[Maria_R_Intel]

Hello finvarra,

Were you able to check the previous post? 

Let me know if you need more assistance. 

Best regards, 

Maria R.  

Intel Customer Support Technician 

[finvarra]

Hi Maria,

I did try that a while back. Interesting thing was,  when I clicked on the following file "TbtHostControllerToastComponent.inf" - I received an install error with the message "The system cannot find the file specified." (???)

Meanwhile, there was a Thunderbolt Component update from Intel this morning. It seemed to install.

However, I still do not have the Thunderbolt icon in the taskbar - and in the Thunderbolt Control Center, the CalDigit device is listed as Attached... but doesn't appear in the "Approved Devices" or "Manage Approved Devices."  Is that normal?

I only attached one usb device and it hasn't dropped off yet.

Thanks for getting back to me.

[Sabolo]

I too have issues with the new drivers.  I cannot install the TbtHostControllerToastComponent as it claims there is a missing file.   Brand new install of Windows 10 Pro, All drivers up to date according to the Driver and Support assistant.  Thunderbold support enabled in bios.  When I plug in my eGPU to the thunderbolt port at the rear nothing happens.  I cannot install the Thunderbolt control centre either I believe as the drivers are not there.  Seems to be an issue with the drivers as this is a clean installation.  The eGPU fires up happily when plugged into an Mac Book Pro.

[finvarra]

Just an update. Same problems as before. USB drops off almost immediately (even after I unchecked "allow the computer to turn off this device..." in all usb devices in Device Manager/Properties/Power Management. As with user Saboto, "I cannot install the TbtHostControllerToastComponent as it claims there is a missing file." Still don't have option to "Approve Devices" or "Manage Approved Devices" in Thunderbolt Control Center. In fact, I was never asked to ever approve the device.

Since none of these issues occur on my older NUC, could it be a firmware/driver issue between Intel and Windows? If so, is there any workaround?

I love my new NUC and the CalDigit Dock - and just want them to play well together...

[Maria_R_Intel]

Hello finvarra,

Thank you very much for the information.

I will proceed to check on this internally, please expect a response soon.

Hello @Sabolo , 

Since your issue is not exactly the same or with the specific same components, we highly recommend you to open a new thread so we can properly assist you. 

Best regards, 

Maria R.  

Intel Customer Support Technician 

[finvarra]

Hello Maria,

I was finally able to get the device approved. The solution? Changing the Thunderbolt security in the BIOS.

BUT...

Even though the device has been approved, the USB ports and Thunderbolt still continue to drop off. Last night I encountered a BSOD (a first) which referenced an issue with usbxhci.sys. (The specifics were: Bugcheck code: 0xA (0x1000, 0x2, 0x0, 0xFFFFF8034D8D5A76)
Error: IRQL_NOT_LESS_OR_EQUAL

CalDigit says that since the device works on my older NUC, it must be a  compatibility driver issue between Intel and Microsoft.. They suggested unclicking the "allow the computer to turn off this device to save power" - which made no difference.

Looking forward to any guidance.

Best

[Ronny_G_Intel]

Hi finvarra,

I have been trying to replicate the same behavior that you are reporting, I am using an equivalent NUC system running BIOS version 0046 and a TB Docking station TBT3-UD1 from pluggable*. I am running Windows 10 fully updated.
I would recommend that you do the driver update by having your TB device connected to the system, go into System Devices within your Device Manager and look for Thunderbolt(TM) Controller - 15E8, double click on it and run the Update Driver process.
Before you do that, download the latest driver version available which is 1.41.1015.0 from our download center and "uncompress" the file contents to a regular folder, and point to this folder when running the update process. You probably have done this already but please report back if you are having problems with this process.

On the other side, I have the Thunderbolt Control Center installed as well and there is no icon in System Tray which is the expected behavior as far as I can tell for this NUC and therefore no need to approve devices, I believe this is because of the NUC support Kernel DMA protection: https://docs.microsoft.com/en-us/windows-hardware/design/device-experiences/oem-kernel-dma-protection.

In regards to the other issue that you mention: usbxhci.sys errors and Thunderbolt dropping off devices, can you provide some extra details?
1- Is the TB docking always available while devices connected to it stop responding or are simply not available?
2- What kind of devices are being dropped off?
3- When you see this behavior, what happens if you reconnect either the TB cable or the actual device?

Regards,

Ronny G

[finvarra]

Hi Ronny G,

Thanks so much for your efforts.

Here's what finally worked (so far) for me. 

1) I was able to get the Docking station approved by the Thunderbolt Control Center... the only slight issue remaining being a 5-10 second lag when I reboot Windows.

2) As far as the dropping off, I went through *every* power management setting  in Device Manager (not just USB controllers) and unclicked "Allow the computer to turn off this device to save power." This alone got rid of 75% of the drop offs.

3) And what got rid of the rest in the end was a program called Audiophile Optimizer which shuts down unnecessary Windows programs to enhance audio devices. Some conflict was occurring perhaps?

So all's well now... well, at least for the past 36 hours.

Thanks again to everyone!