Acer Swift Go Core Ultra 125h - Disconnect Issues with Jhl9480 Nvme Enclosure

[Nea1234]

Problem Description:

I am experiencing an issue with my Acer Swift Go 14 (Core Ultra 125H, Intel Evo certified) on Windows 11:

• Connecting a JHL9480 Thunderbolt 5 NVMe enclosure mounts the drive for 2–5 seconds, then it becomes inaccessible.

• Event Viewer logs show: An error was detected on device\Device\Harddisk2\DR13 during a paging operation

Evidence / Additional Details:

• The same enclosure works fine on:

  • Windows desktops with Asus ThunderboltEx4 (JHL8540) or Asus USB4 Card (ASM4242)

  • Ubuntu 25.04 on the same Swift Go 14 laptop 

  • Mac M1

• Enclosure includes Samsung 980 Pro

• JHl9480 Firmware 56.56 as reported by Windows

• Windows build: 24 H2

Steps to Reproduce:

1. Connect JHL9480 Thunderbolt 5 NVMe enclosure to the Swift Go 14 via USB-C/Thunderbolt port.

2. Drive mounts in Windows Explorer.

3. After 2–5 seconds, the drive becomes inaccessible.

4. Event Viewer logs show paging errors.

Impact:

• Cannot reliably use TB5 NVMe storage on Windows 11 with Meteor Lake USB4.

• Hardware works perfectly on other OSes and hosts, confirming this is a Windows + Meteor Lake USB4 stack bug.

[DeancR_Intel]

Hi Nea1234,

Thank you for reaching out regarding the issue you're experiencing with your JHL9480 Thunderbolt 5 NVMe enclosure on your Acer Swift Go 14 with Core Ultra 125H processor. I understand how frustrating it can be when external storage becomes inaccessible after just a few seconds, especially when the same hardware works perfectly on other systems and operating systems.

Your detailed troubleshooting and evidence clearly demonstrate that this appears to be a compatibility issue between Windows 11 24H2 and the Meteor Lake USB4 stack, given that the enclosure functions properly on Windows desktops with different Thunderbolt controllers, Ubuntu 25.04 on the same laptop, and Mac M1 systems. The Event Viewer logs showing paging operation errors on the device provide valuable diagnostic information for our investigation.

To better assist you with this issue, could you please provide a System Support Utility (SSU) report? This will give us detailed information about your system configuration and help our engineering teams investigate this compatibility issue. If you're not comfortable generating an SSU report, please provide the following details: current Thunderbolt driver version, USB4 driver version, and any additional troubleshooting steps you may have attempted beyond what you've already described.

Additionally, could you please provide the complete Event Viewer logs related to this issue? These logs will be crucial for our engineering teams to analyze the specific errors occurring during the paging operations. You can export these logs by going to Event Viewer, navigating to the relevant log section, right-clicking on the specific error entries, and selecting "Save Selected Events" or "Export Custom View."

Have you tried updating to the latest Thunderbolt and USB4 drivers from Intel's website, or checked if Acer has released any specific driver updates for your Swift Go 14 model? Sometimes manufacturer-specific driver updates can resolve compatibility issues with newer hardware like Thunderbolt 5 devices.

For faster communication and assistance, I am available for a phone call. Please let me know a convenient time for you, and I'll ensure we connect promptly to discuss this issue further and potentially escalate it to our engineering teams for deeper investigation.

Your cooperation in providing this information is greatly appreciated, and it will help us assist you more effectively.

Best regards, 

Dean R. 

Intel Customer Support Technician 

[Nea1234]

Hi Dean R. ,

Thank you for your response. Attached is a zip containing the SSU report, event viewer logs and screenshots of the USB4/Thunderbolt drivers in use. 

The bios and drivers are all up to date from Acer's site.

Please note the Swift Go laptop uses the built in Thunderbolt4 controllers from the Core Ultra 125H and it uses the modern Microsoft USB4 stack in Windows 11 ( USB4 Host Router (Microsoft) ). It does not use the older Intel thunderbolt drivers or thunderbolt control center. I included screenshots of what Windows 11 reports in 'Bluetooth & Devices ->USB->USB4 hubs and devices' and the USB4 driver in device manager.

Let me know if you need anything else.

Other troubleshooting Steps:

• Tried different certified Thunderbolt4/5 cables but issue persists with JHL9480 NVME enclosure.
• Tried other nvme drives, Curcial P5 Plus, Samsung PM9A1 and issue persists with JHL9480 NVME enclosure.

I also tested the following Thunderbolt/USB4 Devices and all of them work without errors.

• JHL7440 (Firmware 67.0) based nvme enclosure
• ASM2464 based nvme enclosure (PCIE GEN4) 
• OWC Thunderbolt 4 hub - 3 c ports+1 USB A (JHL8440) 
•  OWC Thunderbolt 5 hub (Firmware 56.1) - 3 c ports +1 USB A (JHL9480)  

[DeancR_Intel]

Hi Nea1234,

Thank you for the comprehensive troubleshooting and detailed documentation. I understand how frustrating this must be, especially since the hardware works perfectly on other systems and operating systems.

Your testing clearly isolates this as a compatibility issue between the JHL9480 Thunderbolt 5 controller and Windows 11 24H2's Microsoft USB4 stack on Meteor Lake platforms. The fact that other JHL-based devices (JHL7440, JHL8440) work properly while specifically the JHL9480 encounters paging operation errors is particularly telling.

I've reviewed your SSU report, Event Viewer logs, and driver information. Given the specificity of this issue and your thorough documentation, I will be checking this internally to investigate the JHL9480 firmware 56.56 interaction with the Windows 11 Microsoft USB4 stack.

I'll get back to you once I have more information from my internal review. Thank you for your patience.

Best regards,

Dean R.

Intel Customer Support Technician

[Nea1234]

Hi DeancR,

Thanks, let me know if anything else is required on my end.

[DeancR_Intel]

Hi Nea1234,

I appreciate your time for getting back to me and just to inform you that I'm still checking the files you have provided for further investigation.

I'll get back to you once I have more information from my internal review. Thank you for your patience.

Best regards,

Dean R.

Intel Customer Support Technician

[sultanalideveloper]

Thanks for sharing such a detailed report—it really helps narrow this down. Since the JHL9480 enclosure works fine on Ubuntu, macOS, and other Windows desktops, this does point to a Windows 11 + Meteor Lake USB4 stack compatibility issue rather than a hardware fault.

A couple of things you can try in the meantime:

Make sure you’re running the latest Windows 11 updates (24H2 cumulative patches) since Microsoft has been pushing fixes for USB4/TB5 stability.

Check Acer’s support site for BIOS and chipset driver updates—sometimes USB4 firmware updates are bundled there.

In Device Manager, uninstall the NVMe enclosure under "Disk Drives" and let Windows re-detect it after a reboot.

If nothing helps, report this directly via the Feedback Hub with Event Viewer logs attached so Microsoft can prioritize it.

Given that it works reliably on Linux and macOS, it’s very likely a Windows-side driver/stack issue that needs patching rather than an enclosure problem.