USB 3.1 /Thunderbolt problem, please help

mattyc123 · 2 Dec 2017 at 19:44

Hi all,

I have recently had to replace my motherboard with a different one supplied by Gigabyte RMA.

Everything was working fine until last week when windows made the disconnected noise when I hadn't touched anything.

Since this my USB 3.1 type a port hasn't been working. I get a code 45 in device manager something about connecting the device. I have tried removing the thunderbolt drivers and also running the thunderbolt firmware update tool.

The tool brings back the device that then disconnects and goes into the hidden devices. The firmware updater only gets to 40% then system restarts and it doesn't continue to do the update.

The bios doesn't have the thunderbolt menus until I disconnect the pc power and discharge the caps then leave it for about a minute then the bios menus come back.

Has anyone else seen a similar problem?

It might also be good if @GIGA-Man could comment.

Some specs are,

Mobo, Gigabyte Z270 Gaming 9
CPU, i7 6700k
Ram, 16gb Trident Z
GPU, RX Vega 64
OS, Win 10
USB devices,
Keyboard, mouse, external hard drive, rift headset, 2 rift sensors so all the ports are in use.

I also get a strange problem with my gpu that normally it is fine but when I do the full power off and cap discharge the GPU doesn't initialize until the second boot. This is with no hardware changes and it normally runs fine.

Any help would be great,

Thanks

mickyflinn · 2 Dec 2017 at 19:56

Have you got the latest bios for your motherboard ?

mattyc123 · 2 Dec 2017 at 21:05

Yes, I updated the bios when I first set it up and it is still the latest (until the update to fix the Intel security problems). It does seem like it isn't working like it is supposed to.

GIGA-Man · 4 Dec 2017 at 12:38

It does sound like the board could have developed an issue, we can have a look for you. Sorry this has happened.

Rroff · 4 Dec 2017 at 12:44

Have you tried disconnecting all peripherals? does sound like a hardware problem but might be a connected device has malfunctioned causing protection to kick in on the port or something.

mattyc123 · 4 Dec 2017 at 13:01

I tried removing all the devices and running just a mouse with no change. The device plugged into that port does work in other ports. If I plug in a usb HDD to the 3.1 port is doesn't show in the bios but it does in any other port.

mattyc123 · 4 Dec 2017 at 21:42

GIGA-Man said:
It does sound like the board could have developed an issue, we can have a look for you. Sorry this has happened.

I just tried a different PSU in the system with no luck, I have checked to voltages (using hwinfo) and 5v is 5.07, 3.3 is 3.32 and 12 is 12.17.
I am getting a bit board with faults, I just want the system to work like my old x58 ud7 / xeon machine that is still going strong.

mattyc123 · 6 Dec 2017 at 12:28

@GIGA-Man do you know if your colleague knows I have tried a different power supply and what I can try next? It seems like a fault with the Intel thunderbolt controller.

GIGA-Man · 6 Dec 2017 at 15:15

Hello Mattyc

Based on the tests you have done it sounds best if you send the board back to us for testing. You explained this board was a replacement? Can you confirm the RMA number you got from us before?

mattyc123 · 6 Dec 2017 at 16:19

Hi @GIGA-Man yes it was replaced on RMA UKA-17A0092

I would rather not send it in because it took ages last time (party because you didn't have a direct replacement available) and cost me £40 in shipping.

Would you be able to contact me via the email on the RMA, I don't think this should be discussed on a forum.

Thanks again for your help.