Thunderbolt/USB-C subsystem failure after BIOS update

[MarcoDomingues]

TECHNICAL SUPPORT REQUEST

Thunderbolt/USB-C subsystem failure after BIOS update

Device	HP EliteBook x360 1040 G6
Product / SKU	6QH39AV
Serial number	>Do not include the product serial number, any case numbers, or any private information like Email or Phone Number<.
Operating system	Windows 11 Pro 25H2 - build 26200.9168
Current BIOS	HP R90 version 1.34.00
Warranty status	Expired on 2 February 2024
Docks tested	HP Thunderbolt 3 Dock 150W; HP Thunderbolt Dock 120W G2 (HSN-IX01)

1. Purpose of the request

I am requesting technical assistance for the device identified above. Although this model belongs to the professional HP EliteBook range, the computer is privately owned and is used exclusively for personal and domestic purposes.

2. Problem summary

The computer stopped communicating with Thunderbolt devices immediately after an HP R90 BIOS/firmware update. Two different HP docks were tested: an HP Thunderbolt 3 Dock 150W and an HP Thunderbolt Dock 120W G2 (model HSN-IX01). Both USB-C ports on the laptop still supply power, recognise mobile phones and allow conventional USB data transfer. However, neither dock establishes a functional Thunderbolt connection: the USB hub, network, video and audio functions are unavailable.

Both docks and their respective cables work normally with other computers, including an HP EliteBook 840 G6. The failure occurs exclusively on the HP EliteBook x360 1040 G6 and is reproduced on both USB-C/Thunderbolt ports.

Current conclusion: two different HP Thunderbolt docks, both working on other computers and on the EliteBook 840 G6, fail exclusively on the EliteBook x360 1040 G6. The second dock was detected only transiently as a VIA Labs hub VID_2109/PID_0820 and immediately changed to Disconnected. HP diagnostics classified the USB port test as FAILED, and the HP portal identified a critical fault requiring repair.

3. Official HP PC Hardware Diagnostics result

Tool	HP PC Hardware Diagnostics Windows 3.2.0.0
Test	USB port test
Result	FAILED / ExecutionFailed
Failure ID	PGFT8W-000D7H-MFGG3F-8D7A13
Error code	434
Date	29 August 2026

During the test, the tool confirmed that the USB Type-C Connector System Software Interface (UCSI), Thunderbolt Type-C ports, and the left and right USB ports were active. Nevertheless, with the dock physically connected, no dock component was enumerated. When asked whether all connected USB devices were present and functional, I selected 'No' because the connected dock did not appear in the list.

This result confirms the functional failure and the absence of dock enumeration. By itself, it does not identify the electronic or firmware component responsible.

4. Additional symptoms and evidence

Device Manager shows 'Thunderbolt(TM) Controller - 15EB' as started and without an error code.

Intel Thunderbolt driver version 1.41.1423.0 is installed.

The TbtHostControllerService and TbtP2pShortcutService services are running and configured for automatic startup.

Thunderbolt Control Center does not display the dock or any device requiring approval.

Before the final intervention, the Thunderbolt controller failure warning appeared even when the dock was not physically connected. The warning stopped appearing after removal of the HP firmware package 61.0.1.2.1 associated through Windows Update; however, communication with the dock remained unavailable.

During official BIOS/Thunderbolt firmware reinstalls, the indication '0.0.0.0.0 -> 62.0.1.2.1' appeared repeatedly. The current UEFI revision confirms that the controller's physical firmware remains at 62.0.1.2.1.

The controller's UEFI resource reports revision 62001201, apparently corresponding to version 62.0.1.2.1.

HP PC Hardware Diagnostics Windows displays 'Status unavailable' in the 'System BIOS Firmware' section.

Event Viewer contains several ACPI Event ID 13 errors dated 27 and 29 August 2026.

A local audit confirmed a discrepancy: the UEFI resource reported physical firmware REV_62001201 (62.0.1.2.1), while Windows Update had subsequently installed and associated HP Firmware package 6100.1201.0.0, corresponding to 61.0.1.2.1 (oem161.inf).

The old oem161.inf package was exported as a recovery copy and removed using the official PnPUtil mechanism. After a full shutdown and power reset, Windows started normally and the Thunderbolt Control Center warning disappeared. The physical firmware continued to be identified as 62.0.1.2.1 and Intel driver 1.41.1423.0 remained installed.

With the dock connected after this cleanup, no Plug and Play change, subordinate device, approval request, or Thunderbolt/USB-C connection event was recorded. The result was the same on both ports.

The second dock was identified as an HP Thunderbolt Dock 120W G2, regulatory model HSN-IX01.

When the second dock was connected, Windows occasionally played the device-detection sound and temporarily created a VIA Labs USB 3.0 hub, VID_2109/PID_0820, connected to the Intel 15EC USB controller on the Thunderbolt branch.

On the first attempt, one hub instance started while another reported Code 10. After the instances were cleared, redetection correctly configured and started the generic USBHUB3 driver, but the hub immediately changed to Disconnected and exposed no subordinate devices.

The transient connection did not create a network adapter, audio device, monitors, USB peripherals or a Thunderbolt dock device. No authorisation request appeared in Thunderbolt Control Center.

5. Relevant messages

Thunderbolt Control Center: 'A Thunderbolt controller has experienced a problem and cannot connect to devices or other computers until new firmware is installed. Other Thunderbolt ports may be functioning normally.'

ACPI Event ID 13: The Embedded Controller (EC) did not respond within the specified timeout period. The message refers to a possible EC hardware or firmware error, or incorrect BIOS access to the EC.

6. Procedures already performed

Tested the dock and cable on another computer, where they work normally.

Tested the dock on both USB-C/Thunderbolt ports.

Confirmed charging and conventional USB data transfer on both ports.

Performed a complete power discharge of the laptop and dock.

Restored BIOS defaults and confirmed that Thunderbolt is enabled.

Tested Thunderbolt security using the 'No Security' option.

Installed the HP chipset, Intel Management Engine and Thunderbolt drivers.

Uninstalled and reinstalled the Thunderbolt driver and Thunderbolt Control Center.

Ran DISM and SFC; after the initial repair, the second SFC run found no integrity violations.

Reinstalled BIOS R90 1.34 using official USB media.

Rolled back to BIOS R90 1.33 using package SP162922, then reinstalled R90 1.34.

Checked the relevant Windows Registry settings; no blocking policies or installation restrictions were identified.

Ran HP UEFI and Windows diagnostics.

Audited the firmware packages and the Thunderbolt UEFI resource: physical firmware 62.0.1.2.1 and an incorrect association with HP package 61.0.1.2.1 installed by Windows Update.

Exported a recovery copy and performed controlled removal of oem161.inf without using the /force option.

Performed a full shutdown, power discharge of the laptop and dock, and startup without the dock or Internet connection; the controller warning stopped appearing.

Retested the dock on both ports; there was still no enumeration, although the dock's power light illuminated.

Logically restarted the Intel Thunderbolt 15EB controller using PnPUtil; the command completed successfully but produced no dock devices or connection events.

Subsequent verification: the 15EB controller was started, the nhi, TbtHostControllerService and TbtP2pShortcutService services were running, physical firmware was 62.0.1.2.1, and no subordinate dock device was present.

Tested a second HP Thunderbolt dock, model 120W G2 HSN-IX01, confirmed to work on other computers and on the HP EliteBook 840 G6.

Monitored Plug and Play enumeration in real time during several connections of the second dock.

Logically restarted the Intel 15EC USB controller on the Thunderbolt branch; the command completed successfully but did not stabilise the dock connection.

Performed controlled removal of both VIA Labs hub instances VID_2109/PID_0820 and confirmed that their entries were deleted before redetection.

Performed a complete power reset of the HP Thunderbolt Dock 120W G2 followed by a clean redetection.

Tested the USB-C plug in both orientations and tested both USB-C ports on the laptop, with no change in the result.

Temporarily disabled USB selective suspend on both AC power and battery; there was no improvement. The setting was scheduled to be restored to its original value after the test.

Confirmed that the old HP Firmware 61.0.1.2.1 package was not reinstalled and that the physical firmware remains identified as 62.0.1.2.1.

7. Requested assessment

Considering the chronology, the proven operation of two independent HP Thunderbolt docks on other computers, including the HP EliteBook 840 G6, the continued availability of power delivery and conventional USB functions, the absence of a stable Thunderbolt connection on both ports, the previous Embedded Controller ACPI errors, the Failure ID issued by HP diagnostics, and the failure of all software recovery procedures, I request a technical assessment of the Thunderbolt controller firmware/NVM, the Embedded Controller, the retimers, and the high-speed circuitry shared by both USB-C ports on the system board.

Check whether an official Thunderbolt firmware/NVM recovery or reprogramming procedure is available.

Check whether an Embedded Controller recovery or complete reset procedure is available.

Confirm whether a specific BIOS or firmware package exists to correct this situation.

Determine whether the indication '0.0.0.0.0 -> 62.0.1.2.1' demonstrates a firmware read, write or validation failure.

Confirm whether there are any known issues related to BIOS R90 1.34.00 on this model.

Assess the need for SPI/NVM reprogramming by an authorised service centre.

Test the Thunderbolt controller, retimers, high-speed lines and other components shared by both USB-C ports.

The tests clearly distinguish power delivery and conventional USB from the Thunderbolt channel: both USB-C ports charge mobile phones and the dock receives power, but neither dock establishes a Thunderbolt connection or makes its peripherals available. I therefore request service-level diagnosis of the system board's Thunderbolt/USB-C subsystem and, if supported by the service tool, forced reprogramming of the Intel Titan Ridge 15EB controller NVM, followed by verification of the Embedded Controller and USB-C Power Delivery firmware. I also request testing of the retimers and the high-speed lines shared by both ports. The repeated update indication 0.0.0.0.0 -> 62.0.1.2.1, without functional recovery, justifies directly verifying the NVM contents and communication rather than merely repeating the standard Windows package installation.

The warranty shown by the HP application expired on 2 February 2024. I therefore request information about out-of-warranty diagnostic and repair options and costs.

8. Evidence available for analysis

HP PC Hardware Diagnostics report and screenshot showing 'USB Test - FAILED'.

HpFirmwareUpdRec.log.

ThunderboltControlCenter.log and ThunderboltControlCenter_DISM.log.

System Information (msinfo32) screenshot.

Screenshot of the Thunderbolt Control Center error message.

Photograph of the '0.0.0.0.0 -> 62.0.1.2.1' update screen.

ACPI Event ID 13 logs.

Photographs of HP UEFI and Windows diagnostic results.

Audit record showing physical firmware 62.0.1.2.1 and associated package 61.0.1.2.1.

Result of the successful removal of oem161.inf and logical restart of the 15EB controller.

Subsequent logs showing the absence of devices and Plug and Play events with the dock connected.

Photograph identifying the HP Thunderbolt Dock 120W G2, model HSN-IX01.

Plug and Play logs for VIA Labs hub VID_2109/PID_0820, including configuration, startup and Disconnected status.

Results of restarting the Intel Thunderbolt 15EB and USB 15EC controllers.

Confirmation that both docks were tested on the HP EliteBook 840 G6 and other computers.

9. Additional technical references

Additional research identified documentation that supports the need for firmware- and hardware-level diagnosis, without replacing HP's technical assessment:

HP published an Intel Thunderbolt NVM firmware update 61.0.1.2.1 (SoftPaq SP110831) for the EliteBook x360 1040 G6, confirming that this model contains updateable Thunderbolt NVM and that this firmware forms part of the platform's official history. Source: https://support.hp.com/us-en/document/ish_5589429-5567877-16/hpsbhf03731

Official Lenovo documentation for the same Intel Thunderbolt/Titan Ridge family describes similar symptoms - USB-C ports or docks not detected, loss of connectivity and controller errors - and recommends technical support when reinstalling the driver and firmware does not resolve the issue. Source: https://support.lenovo.com/uu/en/solutions/ht508988

Lenovo also explicitly identifies the Thunderbolt Controller 15EB device in a firmware package classified as critical. This reference is for technical comparison only; firmware intended for another manufacturer or model must not be installed on this HP computer. Source: https://support.lenovo.com/us/en/downloads/ds553578

These references do not, by themselves, establish the specific cause of the failure, but they make it less likely that the issue is limited to the Thunderbolt Control Center application or a Windows setting. I request that the case be escalated to a team equipped to diagnose and reprogram system-board firmware.

Yours faithfully,

Marco Domingues

[Pallipurath]

Hi @MarcoDomingues 

Welcome to the HP Support Community.

Thank you for posting your query.

I would perform the CMOS reset once, because it is a reasonable final configuration-level test. But if the same failure occurs afterward, I would not keep repeating Windows driver reinstalls or BIOS flashing.

Perform a CMOS reset and retest  https://support.hp.com/ph-en/document/ish_11469889-11469938-16 

A CMOS reset can clear stored firmware configuration and potentially restore an incorrect Thunderbolt/USB-C setting. Afterward, you should re-enter BIOS and confirm that Thunderbolt/USB-C functionality is enabled and retest the dock.

Take care and have an amazing day!

[MarcoDomingues]

Spoiler

Thank you for your reply.

I am willing to perform the CMOS reset once. However, before proceeding, I need clarification regarding the exact method for my HP EliteBook x360 1040 G6.

The linked HP document states that the 25-second power-button procedure applies to G7 through G10 business notebooks. My computer is a G6 model, and the document does not appear to provide a specific procedure for this generation.

Could you please confirm explicitly whether the 25-second power-button procedure is also valid for the EliteBook x360 1040 G6? If not, please provide the correct model-specific CMOS reset procedure.

I have already performed a full power-discharge reset, but this did not resolve the Thunderbolt/USB-C failure. I understand that this may not be equivalent to clearing the CMOS.

Before proceeding, I will save the BitLocker recovery key and record the current BIOS settings.