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jeffremj
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OMEN 15-ce020na thunderbolt hardware missing in device manager

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OMEN 15-ce020na
Microsoft Windows 10 (64-bit)

Thunderbolt hardware checks OK in UEFI test but Windows 10 fails to see it. I have tried all the driver software from HP website but nothing helps. 

 

Any ideas other than a full rebuild?

 

Thanks.

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Echo_Lake
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@jeffremj

Thank you for posting on the HP Support Community.
 

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

  • Did this happen after a recent window or software update?
  • Did you make any changes to the settings of your PC prior to the issue?
  • When was the last time it worked fine?

Keep me posted for further assistance.

ECHO_LAKE
I am an HP Employee

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jeffremj
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I last used it about 3 years ago and only thought to test it again with a view to using an accelerator.

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Echo_Lake
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@jeffremj
Thank you for posting back. 

 

Let's perform Windows Update and HP Support Assistant: (do not skip any troubleshooting steps if you feel steps are repeating) 

To check for updates now, select the Start button, and then go to Settings  > Update & security  > Windows Update, and select Check for updates.

Install updates from HP Support Assistant: Go to Download HP Support Assistant to install the tool.

  1. To open HP Support Assistant, double-click the HP Support Assistant icon https://support.hp.com/doc-images/932/c05040382.jpg.
  2. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.
  3. Click Check for updates and messages to scan for new updates.
  4. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.
  5. Click the update name for a description, version number, and file size.
  6. Select the box next to any updates you want to install, and then click Download and install.

And, also run BIOS Update: Follow steps from the link: https://support.hp.com/in-en/document/c00042629
 

Hope this helps! Keep me posted for further assistance.
Please click “
Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

ECHO_LAKE
I am an HP Employee

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jeffremj
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My laptop is already fully updated.

 

I guess what I need to know is what drivers do I need to re-install (uninstall first?) and in which order to 'make visible' the thunderbolt hardware.

 

Thanks.

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Echo_Lake
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@jeffremj

Thank you for posting back. 

  • Have you tried the suggested troubleshooting steps?

Running HP support assistant will update all system requied software and drivers. 
To get the answer to this question, updating the USB bus controller should take care of USB thunderbolt device. 

ECHO_LAKE
I am an HP Employee

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jeffremj
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The laptop already updated by support assistant, nothing extra showing up. Can you point to the actual driver set from this url:

 

OMEN by HP - 15-ce020na Software and Driver Downloads | HP® Customer Support

 

Although I think I have tried them all recently.

 

Thanks for your time.

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Echo_Lake
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@jeffremj

Thank you for posting back.

 

Intel Thunderbolt Controller Driver (Windows 10 v1709/v1803): https://support.hp.com/gb-en/drivers/selfservice/swdetails/omen-by-hp-15-ce000-laptop-pc-series/1555...

ECHO_LAKE
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jeffremj
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Thanks. When installing sp81925 I get this response:

 

Newer version already installed.

 

And install aborts.

 

I guess the newer driver software must be uninstalled, but how - is it the "USB eXtensible Host Controller" that now uses Microsoft drivers?

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Echo_Lake
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@jeffremj
Thank you for posting back. 

 

I would request you to contact our Support and our Support Engineers should be able to Remote into your computer and sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

ECHO_LAKE
I am an HP Employee

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