New Aero, big Thunderbolt problem

Hi all,

I just received the new Aero YC model. Wonderful laptop, except the weirdest thing happened to the USBC/Thunderbolt port and it's driving me crazy. After I installed all updates the computer was running fine. Then suddenly this morning for no reason the Thunderbolt connection stop working. I tried reinstalling drivers, update the Bios, full windows reinstall, nothing gives.

The strangest thing is that I have this connected to a Dell Thunderbolt 3 dock (TB19) and the USB connections of the dock (mouse etc) are recognized through the Aero's Thunderbolt port. But the actual Thunderbolt devices (monitors, hard drives etc) are not. I tried the same dock with another TB laptop and all works. I also tried hooking up the TB devices directly to the Aero and they don't show up.

I'm out of ideas, never seen something like this happen. Before I call Newegg for an RMA I wanted to see if anyone here has ever had an issue like that with their Aeros.

Thanks

 

What is your Thunderbolt Driver version #?

 

The latest from the GB website, 1.41.1030.0.
The thing that really puzzles me is how the port is able to see USB peripherals but not Thunderbolt ones. It's clearly not physically damaged, so something must be going on software wise, just dont know what....

 

Oh I forgot to mention one thing, on my Alienware Area-51m R2. If I attach a Thunderbolt device such as the Samsung Portable T5 SSD. It won't appear in Windows until I reboot. Did you try rebooting after connecting the device then checking if they work?

 

I did yes thanks. The port was working perfectly when I got it 3 days ago, then all of a sudden decided to stop seeing TB devices all of its own. So weird...

 

Ok let's try to update the Thunderbolt Driver to the latest one from Intel then reboot:

https://downloadcenter.intel.com/download/28735/Thunderbolt-3-DCH-DCH-Windows-10-Intel-NUC

Make sure to right click on the file(s) you just downloaded, go to Properties, then hit Unblock from the bottom right as it may be blocked since it was downloaded from the internet, if you don't do this before you run the file or extract it, then it may not install correctly.

To prevent this automatic blocking of files in the future so you don't have to go unblocking every file you download to ensure it runs properly, follow the guide in this thread:
http://forum.notebookreview.com/threads/are-you-sure-you-want-to-run-this-file-yes-or-no.825668/

 

Thank you for the suggestion. I installed the new driver and it's the same issue. USB peripherals work, Thunderbolt don't. Is it possible the USB-C/TB 3 port is damaged? But then the USB connections wouldn't work either right?

 

It should work if USB device work. The only thing I can think of is an incompatibility with your dock.

 

That was my first thought too. But I tried plugging in the thunderbolt devices directly in the laptop and they don’t work either. Hurts I’m going to have to order a replacement. For a laptop that costs $3,500 to say I’m disappointed is an understatement.

 

Try to contact GIGABYTE support first maybe they can fix it via a firmware update: https://www.gigabyte.com/us/Support/Laptop

 

Will do, thanks for trying to help me out.

 

Hi there

Hi there, have the same problem, aero 15 oled from box does not work Thunderbolt, only as an USB.
Please tell, if you manage to solve your problem?

Thanks