OWC Thunderbolt 5 hub (JHL9480) triggers recurring RTD3 errors when connected to JHL8540 Host

[Nea1234]

I’m encountering recurring RTD3 error messages in Windows Event Viewer and a repeating Windows 11 popup that says “The last USB device you connected to this computer malfunctioned, and Windows does not recognize it” whenever an OWC Thunderbolt 5 hub (Intel JHL9480 controller) is connected to an Asus ThunderboltEX 4 add-in card (Intel JHL8540 controller) with no devices attached to the hub.

The errors and popups occur every ~5 seconds while the hub is idle. As soon as a device is plugged into the hub, both the errors and the popup stop.

Disabling “Allow Windows to turn off this device to save power” on the Intel USB 3.2 eXtensible Host Controller (in Device Manager) after the hub is connected also stops the errors, which points to a power-management or link-training issue between the host and hub.

This behavior does not occur when the same system is running Ubuntu 25.04 or when the same hub is connected to other systems:

• Mac M1 (macOS) — No errors or popups.

• Desktop with Asus USB4 Card (ASM4242) — No errors or popups.

• Acer Swift Go 14 (Core Ultra 125H, Intel Evo) — No errors or popups.

This suggests a Windows-specific interaction between JHL8540 firmware/driver and JHL9480 hub rather than a hub hardware fault.

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Steps to Reproduce:

1. Connect Thunderbolt 5 hub (Intel JHL9480) to a system using an Asus ThunderboltEX 4 card (Intel JHL8540).

2. Leave the hub with no downstream devices connected.

3. Observe:

   • Event Viewer (System): recurring RD3 events every ~5 seconds (The driver entered RTD3/ Driver Exit RTD3).

   • Windows 11 popup: “The last USB device you connected to this computer malfunctioned, and Windows does not recognize it.”

4. Connecting any USB or Thunderbolt device to the hub immediately stops the errors and popup.

5. Disabling “Allow Windows to turn off this device to save power” for the Intel USB 3.2 eXtensible Host Controller (added to device manager by the hub) also prevents the issue.

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System Details:

• Host controller: Intel JHL8540 (Thunderbolt 4, Asus ThunderboltEX 4 add-in card)

• Hub controller: Intel JHL9480 (OWC Thunderbolt 5-capable hub)

• Other tested hosts:

  • Mac M1 (macOS, no errors)

  • Asus USB4 Card (ASM4242, no errors)

  • Acer Swift Go 14, Core Ultra 125H, Intel Evo (no errors)

• Motherboard: Asus Prime Z690-A and Asus ROG Strix Z790-H

• Windows version:  24 H2

• Intel Thunderbolt driver version: 1.41.1340 (latest from Asus)
  I also tried 1.41.1423 but same issue.

• Thunderbolt NVM versions:

  • JHL8540 NVM: 43.3 (latest from Asus support page)

  • JHL9480 NVM:  56.1

Attached are screenshots of Event Viewer and Device Manager.

I tried contacting Asus Support months back but the agents did not seem to understand the issue and were of no help.

[RandyT_Intel]

Hi @Nea1234,

It appears the issue may be more complex than expected. If we're unable to get a resolution from the OEM, I’ll check internally to see if we can provide additional insights or recommendations. Just to set proper expectations, Thunderbolt-related concerns are typically handled by the OEM. However, I’ll do my best to assist further.

Please allow me some time to review the logs you’ve shared. Additionally, kindly run the Intel System Support Utility (SSU) and send the log report here for further analysis. Based on initial observations, I suspect this may be related to a Windows power management compatibility issue with the involved components.

Regards,

Randy T.

Intel Customer Support Technician

[Nea1234]

Hi RandyT,

Thanks for your response and assistance. Attached is a zip with the SSU and the Event Viewer logs.

Let me know if you need anything else.

[RandyT_Intel]

Hi @Nea1234,

To continue troubleshooting, you need to perform the following driver updates:

Required Driver Updates:

1. Intel Thunderbolt Driver for ThunderboltEX 4 → Update to version V1.41.1340.0
2. Motherboard Chipset Driver → Update to version V10.1.19899.8597
3. Intel Serial IO Driver for motherboard → Update to version V30.100.2417.30

Please note that Intel provides limited support for Thunderbolt issues, as primary support is handled by OEMs such as ASUS and OWC. If the issue persists after the driver updates, I recommend contacting ASUS and OWC directly to report this problem. For reference, please share our Support Options for Thunderbolt™ article.

Regards,

Randy T.

Intel Customer Support Technician

[Nea1234]

Hi RandyT,

The driver updates you mentioned have been installed already, the thunderbolt one is from 2023 and the chipset and serial io drivers are from 2024.