USB-C connection issue with TerraMaster Direct Access Storage D5 Hybrid

[sunnyd24]

Hello community experts,

I am having issues connecting to Direct Access Storage (DAS) from TerraMaster, called D5 Hybrid.  The DAS has 2 HDD/SSD and 3 NVME slots, and connects to a PC via USB-C cable. The specifications for the item can be found here. 

According to the specification, the DAS utilises a USB3.2 Type-C gen2, 10Gbps to the PC.

My HP ProDesk 600 G5 Small Form Factor PC includes 1 USB-C port on front panel with description "1 SuperSpeed USB Type-C® 10Gbps signaling rate" as can be found in the Datasheet specification for the PC.

PC bios firmware is the latest, 02.21.01 Rev.A, dated Sep 20, 2024.

However, when connecting to the DAS to the only USB-C port with a data cable compatible with 10Gbps rate, the device doesn't communicate. I hear the first sound acknowledgement that a USB device has been connected but nothing thereafter. No drives show up in This PC or in disk management.

I have tried the official USB-C cable provided with the DAS, and another USB-C cable purchased from Amazon, both are compatible with 10Gbps+ data rates, at most 40Gbps, but neither work.

However, when I use a USB2.0 480Mbps rate cable, the DAS finds 2 drives installed and accessible in This PC. As you would expect, only transfers data at approx. 41MBps rate, so NOT the full USB 3.1 Gen 2 rates.

I suspect there is some incompatibility between the Cypress USB-C controller on the SFF motherboard and the DAS USB-C controller. I will find another PC with USB-C to connect to and test again.

Meanwhile, using diagnostic Microsoft MUTT tools, using USB hardware verifier from within, I was able to retrieve the following logs when DAS is connected to PC, and it is constantly repeating the same two errors:

13373932501.002171: (UsbHub3/132)
Event Message: Device Control Transfer Error
PortPath: 0x14, 0x0, 0x0, 0x0, 0x0, 0x0

13373932501.131870: (UsbHub3/162)
Event Message: Request for Configuration Descriptor Failed
PortPath: 0x14, 0x0, 0x0, 0x0, 0x0, 0x0

When I disconnected the USB-C cable from PC, it shows:

13373932501.297880: (UsbHub3/130)
Event Message: Hub Control Transfer Error
VendorID/ProductID: 0x174c/0x2174
DeviceInterfacePath: \??\USB#VID_174C&PID_2174#MSFT20202312260007#{f18a0e88-c30c-11d0-8815-00a0c906bed8}
DeviceDescription: Generic USB Hub
PortPath: 0x2, 0x0, 0x0, 0x0, 0x0, 0x0

Details of Cypress USB-C controller on ProDesk 600 G5 motherboard:

Cypress PD FW (CCG5C) fw ver: 4.4.0 installed
Cypress PD FW (CCG5) fw ver: 6.8.0 installed

Is this a fault or limitation with the Cypress USB-C controller CCG5/5C and does the controller need an update to the firmware?

Any other suggestions for diagnostics?

[DGroves]

many, many USB3.2 Type-C gen2, 10Gbps cables are crap that are not made to the "USB 3 spec"

i've used ANKER made cables which do adhere to the usb specs coolgear is also another vender of quality cables

https://www.anker.com/blogs/cables/usb-cable-max-length

https://www.coolgear.com/product-category/cables/usb-3-2-gen-2

Most standard USB 3.2 Gen 2 cables should be around 3 meters long to maintain optimal data transfer speeds.

for longer lengths you might want to use a usb 3 active OPTICAL cable

[sunnyd24]

Thanks for the suggestion.

The supplied cable with DAS has the label Super High Speed USB Rev 3.1 with a 0.9m length with further details found online below:

USB 3.1 CABLE
1. E468041: Manufacturer's UL certification number
3. AWM: Appliance Wiring Material
4. 2725
5. 80℃: Rated working temperature
6. 30V: Rated voltage
7. VW-1: cUL combustion test grade in Canada
8. SUPER HIGH SPEED: Generally appears in the USB3.0 and USB3.1 cables

The Amazon cable is a USB-IF Certified cable and 1m in length.

So I can understand if one cable doesn't work, but both not working tends to point to a problem with PC USB-C controller and/or DAS USB-C Controller.

[DGroves]

just because a USB 3/4 cable says something or the advert does, will not transform a poor cable into a good usb 3/4 one it's hard at this point in time to know for sure if the cable you buy is what the advert says it is

however i tend to think that the mfgr supplied cable would be what the device requires as most major sellers of products who include cables don't want bad reviews so they go the extra mile to supply parts that work as advertised

you can try reloading the factory os, and trying the usb device before loading any other apps or OS updates

you could also buy a pci-e usb 3.2 gen 2 card and try it, or try another brand  usb device, also if under warranty consider returning the system as a last resort

you might want to read the link below fully as it as much useful information related to usb

https://learn.adafruit.com/understanding-usb-type-c-cable-types-pitfalls-and-more/cable-types-and-di...

[sunnyd24]

I have narrowed the issue somewhat using USB Device Tree Viewer to the  Intel USB 3.1 eXtensible Host Controller.

What I've noticed is that when I use the USB-C 10gbps cable, to connect to the DAS, it is trying to use the Port 2 which is limited to USB 2.1, of the USB Root Hub (USB 3.0) on Intel USB 3.1 eXtensible Host Controller.

However, when i connect my mobile phone via the same USB-C cable 10gbps, it uses Port 20 at SuperSpeed of the USB Root Hub (USB 3.0) on Intel USB 3.1 eXtensible Host Controller.

I suspect it is an issue in the way the Intel USB 3.1 Host controller is deciding to assign the internal hub ports for the DAS, and chooses a USB 2.1 port, instead of a USB 3.2 Gen 2 port.

The DAS has a ASMedia Tech ASM3074 USB-C host controller.

[DGroves]

your external device using the The ASMedia controller supports the built-in driver of Microsoft® Windows 11 and various Linux™ kernels same for your workstations intel usb 3.1 controller

however,......the ASMedia ASM3074 controller chip has  a  single USB 3.2 Gen 2x2 (20) Gbps port

and a several 3.1 gen two 10 gbps ports, so.....depending on how your device mfgr implemented it the ext device may be 10 or 20 GBps

the asmedia chip also uses embedded firmware, you might want to contact the devices support and see if a firmware update is available

your top xfer speed will be no faster than the slowest part's max speed or selected connection speed

https://www.asmedia.com.tw/product/5DAzZFAhr7yxbGW9/4A4zZe3hr6XhFMiA

https://www.intel.com/content/www/us/en/partner/showcase/offering/a5b3b0000004bMqAAI/embedded-usb-31...

https://www.asmedia.com.tw/product/5DAzZFAhr7yxbGW9/4A4zZe3hr6XhFMiA

contact the device mfg.'s support and see if  updated firmware is available

since the asmedia chip's firmware is the newer part i suspect it's the source of the issues