Thunderbolt not detected in Device Manager | Razer Insider

Thunderbolt not detected in Device Manager

  • 20 January 2022
  • 4 replies
  • 558 views
L
I own a Razer Blade 2018 base model; I primarily use it for audio production & it's been a solid workstation over the past few years.

I just picked up a Thunderbolt audio interface (Focusrute Clarett), and I've been unable to get the pc to detect it at all. I've never used the thunderbolt connection on this pc before.

After spending time troubleshooting and reading around, I've realized it must be a thunderbolt driver issue with the Razer. I am unable to see the thunderbolt/USB-C device in device manager, and when I open up the thunderbolt control center, controller driver version is listed as: N/A.

What I have tried:

-Updated Thunderbolt driver, Intel Firmware and BIOS from Razer website

-Manually installed TB driver from Intel website

-Updated all pc drivers through the Intel Driver & Support assistant

-Chatted with Focusrite support to confirm interface compatibility with my system

-Chatted with Razer support, to no avail (walked me through re-installing the drivers again, and then recommended a full system recovery to factory state)



What am I missing? Is there anything else I can try to get my pc to recognize the thunderbolt port?

A full system wipe is my last resort... If installing all the latest drivers has done nothing, I am doubtful a factory reset will be the solution.

Any help is really appreciated!
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Razer.Speedcr0ss
Userlevel 7
LightPastelPurplepark165
I own a Razer Blade 2018 base model; I primarily use it for audio production & it's been a solid workstation over the past few years.

I just picked up a Thunderbolt audio interface (Focusrute Clarett), and I've been unable to get the pc to detect it at all. I've never used the thunderbolt connection on this pc before.

After spending time troubleshooting and reading around, I've realized it must be a thunderbolt driver issue with the Razer. I am unable to see the thunderbolt/USB-C device in device manager, and when I open up the thunderbolt control center, controller driver version is listed as: N/A.

What I have tried:

-Updated Thunderbolt driver, Intel Firmware and BIOS from Razer website

-Manually installed TB driver from Intel website

-Updated all pc drivers through the Intel Driver & Support assistant

-Chatted with Focusrite support to confirm interface compatibility with my system

-Chatted with Razer support, to no avail (walked me through re-installing the drivers again, and then recommended a full system recovery to factory state)



What am I missing? Is there anything else I can try to get my pc to recognize the thunderbolt port?

A full system wipe is my last resort... If installing all the latest drivers has done nothing, I am doubtful a factory reset will be the solution.

Any help is really appreciated!



I appreciate that you've tried several things to isolate/resolve the concern. I understand that the Razer Blade factory reset is a tedious task. However, this process will restore all your computer settings/drivers to their factory state. This method can eliminate or narrow down the issue. Please send me your email address or case number via PM, so I can review your contact history.

*Moved to our system board to get other inputs from our community.
L
update: USB-C device seems to work ok with the port, but no thunderbolt. Still unable to get the thunderbolt controller to appear in dev mgr. The audio interface detects the thunderbolt connection via an indicator light when I connect it to a Dell laptop with a thunderbolt port, but the light does not come on when I connect it to the razer's port.
L
Hello,

I did a complete factory reset on my system today, and there was no change. Thunderbolt controller is not visible in device manager/thunderbolt port does not work.

I would like to speak to a senior manager or experienced technician on the phone to discuss the following conclusions asap:

-Razer manufacturing defects- thunderbolt is non functional and does not appear in device manager. Razer is producing systems with defective TB ports
-Razer false advertising of product capabilities- the port is not a true thunderbolt 3 port

Please let me know when this call can be accommodated.

thank you,
Razer.Speedcr0ss
Userlevel 7
Thanks for sharing these details, LightPastelPurplepark165. I replied to your private message. I'll wait for your follow-up.

@Razer.Speedcr0ss can you please help me too. I have a Blade Advanced 15 Model (early 2021) RZ09-036 and the Thunderbolt 4 port has stopped working.

SapGreentrendawesome339
@Razer.Speedcr0ss can you please help me too. I have a Blade Advanced 15 Model (early 2021) RZ09-036 and the Thunderbolt 4 port has stopped working.


Hey SapGreentrendawesome339! When did the issue start? Have you made any hardware or applied software changes to your laptop recently? Please send me a photo of the BIOS main tab. Save the file via Google Drive or any online drive, then paste the link in your message. I’ll be locking this thread now to divert our conversation privately.
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