I bought a Razor Advanced 2021 and the Thunderbolt 4 port has stopped working. When I plug in the peripherals that have working before for sure. I have a dual 4k screen setup via a Thunderbolt 4 hub that has worked in the past and it has stopped working now. I have checked on the Razor website and updated all the drivers that I can find. It is almost as if when I plug in the Thunderbolt 4 cable the laptop is not detecting it anymore.
Any help would be greatly appreciated as this is really frustrating.
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Hey-
I saw your reply on my original thread with a similar issue (not sure why it was deleted by the mod, as the whole point of a community forum is for users to be able to connect and share knowledge on issues, not have them covered up).
I'll be following this thread as well as I'm curious what the outcome is.
How old is your laptop? Do any USB-C devices work with the port still?
I would advise documenting everything in great detail (screenshots of device manager, videos) and sending to Razer- ask for the issue to be escalated to their highest internal tech team/developers, and hopefully you will get some sort of informed response.
From my research, the problem appears to be widespread TB connectiity issues or defects with Razer machines (just doing a google search for 'Razer thunderbolt issues' will tell you it's not an uncommoon issue at all.)
I've been follwing up on my ticket for 2 weeks, but have not been able to get a answer regarding how the Thunderbolt controller is actually supposed to work/show up on Razer PCs.
Hopefully with enough voices behind the issue, Razer will take action and get this addressed with their customers.
Good luck!
I saw your reply on my original thread with a similar issue (not sure why it was deleted by the mod, as the whole point of a community forum is for users to be able to connect and share knowledge on issues, not have them covered up).
I'll be following this thread as well as I'm curious what the outcome is.
How old is your laptop? Do any USB-C devices work with the port still?
I would advise documenting everything in great detail (screenshots of device manager, videos) and sending to Razer- ask for the issue to be escalated to their highest internal tech team/developers, and hopefully you will get some sort of informed response.
From my research, the problem appears to be widespread TB connectiity issues or defects with Razer machines (just doing a google search for 'Razer thunderbolt issues' will tell you it's not an uncommoon issue at all.)
I've been follwing up on my ticket for 2 weeks, but have not been able to get a answer regarding how the Thunderbolt controller is actually supposed to work/show up on Razer PCs.
Hopefully with enough voices behind the issue, Razer will take action and get this addressed with their customers.
Good luck!
@LightPastelPurplepark165 It's really nice of you to reach out like this.
To answer your questions:
My laptop is less than a year old.
The laptop has a USB-C port and a USB-C Thunderbolt 4 port. The USB-C port is still working fine. It's the USB-C Thunderbolt 4 port that has stopped working.
My other reply was - I don't know what you would call it - stopped/ended/blocked etc and I was told to start a conversation with someone called @Razer.Speedcr0ss. So I have done that and he/she has asked me to post images of my BIOS Main tab to them. So I have done that. I have also posted images of my Windows 10 Update history thinking that might help him/her diagnose the issue.
I have not got a reply just yet, however I will keep you updated via this thread. Anything that may help me may help you too, so I'm more than happy to share the goodness.
To answer your questions:
My laptop is less than a year old.
The laptop has a USB-C port and a USB-C Thunderbolt 4 port. The USB-C port is still working fine. It's the USB-C Thunderbolt 4 port that has stopped working.
My other reply was - I don't know what you would call it - stopped/ended/blocked etc and I was told to start a conversation with someone called @Razer.Speedcr0ss. So I have done that and he/she has asked me to post images of my BIOS Main tab to them. So I have done that. I have also posted images of my Windows 10 Update history thinking that might help him/her diagnose the issue.
I have not got a reply just yet, however I will keep you updated via this thread. Anything that may help me may help you too, so I'm more than happy to share the goodness.
I got a reply. I was told that the links to the images of my BIOS Main tab were not accessible to @Razer.Speedcr0ss. I tried them again and they did work for me. So requested that he/she please retry again in case it was perhaps a transient problem. I also took the time and effort to manually type out all the information that was on the BOIS Main tab in my reply. This way the requested information was available by some other means also.
I will keep you updated with respect to any further progress.
If you are reading this @Razer.Speedcr0ss just want to say thanks!
I will keep you updated with respect to any further progress.
If you are reading this @Razer.Speedcr0ss just want to say thanks!
Hey SapGreentrendawesome339! I appreciate your willingness to help collate all the essential files during the investigation. By the way, I asked my peer (@Razer.Xenon) to take charge of our private conversation since I will be out of the office for next following days.
Hi LightPastelPurplepark165! I've accidentally unmerged SapGreentrendawesome339 from your thread. Anyhow, I was able to place it again here. Please send @Razer.Xenon a message and assist while I'm off-board. Thanks for your cooperation.
Hi LightPastelPurplepark165! I've accidentally unmerged SapGreentrendawesome339 from your thread. Anyhow, I was able to place it again here. Please send @Razer.Xenon a message and assist while I'm off-board. Thanks for your cooperation.
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