Problem with Type-C Combo Port (Windows 11, Moment 4 functions)

[ACh_Skull]

Hello. 

After installing the update KB5031455 (build 22621.2506) or KB5032190 (build 22621.2715), the Type-C port stops working. The laptop has a combined Type-C port (USB 3.1 Gen 2 / Thunderbolt™ 3). There are no issues with other USB-A ports. 
If, before turning on the laptop, for example, insert the cable from the phone into the Type-C connector, then the port works until the first disconnection. 
When the update is rolled back, the Type-C port works correctly. 

Please fix this issue with the combined Type-C port (USB 3.1 Gen 2 / Thunderbolt ™ 3) and inform Microsoft about this issue. 

In the device manager, it can be seen that when the Type-C (USB) cable is connected, the "PCI Express Downstream Switch Port" does not rise. On this port hangs "Intel(R) USB 3.1 eXtensible Host Controller - 1.10 (Microsoft)" and "USB Root Hub (USB 3.0)". 

The issue is not in the Thunderbolt device (JHL6340), but in the bus on which the Thunderbolt and USB are hanging. 
Thunderbolt and USB are on different "PCI Express Downstream Switch Port" buses. There are two "PCI Express Downstream Switch Port" buses for Thunderbolt, and one "PCI Express Downstream Switch Port" bus for USB. This can be seen in the screenshot. These three "PCI Express Downstream Switch Port" buses are in turn connected to the "PCI Express Upstream Switch Port" bus, and then to the "Intel(R) PCI Express Root Port #17 - A340" bus. 

When you connect a Type-C (USB) cable, you can see in the device manager that the Thunderbolt bus is starting, but the USB bus is not. Updating the operating system functions to Moment 4 somehow disables the USB bus. 

This issue can be easily reproduced by installing the KB5032190 update (build 22621.2715) on 22h2, which brings an update of the Moment 4 functions. 

Notebook: MSI GS65 8RE 

OS: Windows 11 

I previously reported the issue to the feedback center, but Microsoft still hasn't fixed the issue. 

Also, in the Microsoft feedback center and on Reddit, there are similar problems with the combined Type-C port from other laptop manufacturers. 

[Alberto_R_Intel]

ACh_Skull, Thank you for posting in the Intel® Communities Support.

We are sorry to hear about this issue and we will be more than glad to assist you with this matter. 

In order for us to provide the most accurate assistance on this scenario, we just wanted to confirm a few details about your system:

Is this a new computer?

Did you make any recent hardware/software changes, besides installing the updates KB5031455 and KB5032190 that might cause this problem?

Does the problem happen at home or in the work environment?

Please attach the SSU report so we can verify further details about the components in your platform, check all the options in the report including the one that says "3rd party software logs":

https://www.intel.com/content/www/us/en/support/articles/000057926/memory-and-storage.html

Any questions, please let me know.

Regards,

Albert R.

Intel Customer Support Technician

[ACh_Skull]

Hello. 
The laptop was bought new in 2018. 
There have been no hardware or software changes at this time. 
This is a home laptop. 
See the SSU file in ticket 06058033. 

[Alberto_R_Intel]

Hello ACh_Skull, Thank you very much for providing that information and the SSU report.

In order to rule out a possible hardware issue with the unit, please install and run the Intel® Processor Diagnostics Tool. It does an overall test on the unit and if it passes the test it means it is working properly:

https://www.intel.com/content/www/us/en/download/15951/intel-processor-diagnostic-tool.html?wapkw=intel%20processor%20diagnostic%20tool

I will now do further research on this matter to try to find a possible solution for this scenario. As soon as I get any updates, I will post all the details on this thread.

Regards,

Albert R.

Intel Customer Support Technician

[Alberto_R_Intel]

Hello ACh_Skull, I just received an update on this matter.

After reviewing the case, we would like to inform you that what we recommend to do in this case, will be to get in contact directly with the manufacturer of the computer to report this scenario. Based on the fact that they provide the warranty for all the components, they might be able to reproduce the issue using the same exact machine you are working with, provide a fix for it, do a physical inspection of the computer if needed, provide further suggestions or technical assistance and ultimately replacing the laptop under their warranty policies. At this moment, to get in contact directly with them will be the best thing to do for this specific situation since from our side there are no more suggestions we can provide:

https://www.msi.com/support

We apologize for any inconvenience. 

Regards,

Albert R.

Intel Customer Support Technician

[ACh_Skull]

Hello. 
Unfortunately, the MSI support service does not deal with operating system problems. That's the answer they gave me:

"MSI does not tend to get involved in any issues with the Microsoft OS that has issues across multiple manufacturers. 

We have no control over Microsoft releasing updates that break a specific feature of the Intel TB / Type-C port. We suggest to simply uninstall the update. Any issues in regard to Windows related issues especially ones that span across multiple manufacturers will need to be addressed with Microsoft directly. We do not tend to get involved in these types of issues unless it affects only MSI hardware." 

[Alberto_R_Intel]

Hello ACh_Skull, Thank you very much for sharing those updates.

In that case, the next thing to do, as they suggested, will be to get in contact directly with Microsoft Support for further technical assistance and a possible solution for this scenario:

https://support.microsoft.com/en-us

Regards,

Albert R.

Intel Customer Support Technician