Thunderbolt issue on Omen 15 laptop with Windows 10 ver. 1909

[Gerhardvdw]

Hi

I hope someone can help me, because I am ready to throw away this HP laptop, since support seems non existent and HP forgot that they put a thunderbolt port on this laptop.

In a previous version of Windows 10 (before 1909) I got the port to work and my HP 800 external thunderbolt ssd disk to work.  However since upgrading to version 1909 and 2004, I cannot get this to work again.  I am almost convinced that the problem is only drivers.  I cannot get any firmware update for this port and the drivers only works up to a point.  The thunderbolt control center does not recognize anything  and I get the thunderbolt controller driver to show in the device manager.  As soon as I reboot, the driver either disappears completely or go into a hidden state. How do I get this port to work again and recognize my thunderbolt external ssd?

Any help appreciated.

Thanks

[Riddle_Decipher]

@Gerhardvdw I suggest installing this firmware update for Intel Thunderbolt 3 Secure Connect: click here to download,

After installing the program, you may receive an error message telling you that the thunderbolt control center would be superfluous and that you should uninstall it.

When you do this and then install the thunderbolt control center app from the Microsoft Store, the connected devices should be recognized.

P.S: Welcome to HP Community 😉

Keep us posted,

If you would like to thank us for our efforts to help you, 

Give us a virtual high-five by clicking the 'Thumbs Up' icon below, followed by clicking on the "Accept as solution" on this post, 

Have a great day!

[Gerhardvdw]

Hi Riddle

Thanks for trying to help.  The download you suggested (sp98877) does not look like a firmware update, but just an installation of Thunderbolt software.  So I uninstalled all drivers and software, installed sp98877, and nothing...  Now even the Thunderbolt device is not showing in Device Manager.  Not even hidden.

I got a copy of FWUpdateTool.exe (version 1.0.0 - Thunderbolt FW Update Tool) and when running this, the driver shows up in Device Manager, but then it asks for a .BIN file to update the firmware.  I cannot find a compatible BIN file for the hardware id: 

PCI\VEN_8086&DEV_15D9&SUBSYS_857400F0&REV_02. 

At this stage, the Thunderbolt Control Center does not pick up anything.

Regards

[KrazyToad]

@Gerhardvdw

Since the issue started after a Windows Update, I suggest you download and run the HP Support Assistant from this Link: https://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=va_r602_us/en/any/psg/p...

HPSA will automatically search for all the latest drivers for your Notebook

1. Click My devices in the top menu, and then click Updates in the My PC or My notebook pane.

   

2. Click Check for updates and messages to scan for new updates.

   

3. Review the list of updates. Updates with a yellow information icon are recommended. Updates with a blue information icon are optional.

4. Click the update name for a description, version number, and file size.

5. Select the box next to any updates you want to install, and then click Download and install.

Also ensure Windows is up to date.

Select the Start  button, and then go to Settings  > Update & security  > Windows Update , and select Check for updates. If Windows Update says your device is up to date, you have all the updates that are currently available

Keep me posted how it goes

Thank you and have a wonderful day 😊

If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

[Gerhardvdw]

Hi KrazyToad

Thanks for your suggestions.

What you suggested, was my first effort to try and solve the issue.  But that did not work either.  I have subsequently send the External SSD drive in to be checked.  Maybe the drive was faulty and it has nothing to do with the Thunderbolt drivers or port.

Once I know the state of the external drive, I will be able to go further

[Riddle_Decipher]

@Gerhardvdw Let's ensure this isn't a hardware failure, by installing the latest version of the HP Hardware diagnostics (UEFI) on your device using this link: Click here for details

• Hold the power button for at least five seconds to turn off the computer.
• Turn on the computer and immediately press Esc repeatedly, about once every second. When the menu appears, press the F2 key.
• On the HP PC Hardware Diagnostics (UEFI) main menu, click System Tests.
• Click Extensive Test.
• Click Run once, or Loop until error.
• While the test is running, the time remaining and test result for each component display on the screen.

If a component fails a test, write down the failure ID (24-digit code) for when you respond back to us.

[Gerhardvdw · Accepted solution]

Hi

Sorry for not posting earlier to your reply, but I was waiting on a test on the external hard drive.  It turns out that the hard drive is faulty.  No wonder all the tests and drivers were not helping.

Thanks for all the replies and support.

[Riddle_Decipher]

@Gerhardvdw Does that mean you got the drive replaced and the issue is fixed? If not, I suggest you talk to HP support and discuss your options, follow the below steps to get started:

1) Click on this link - http://www.hp.com/contacthp/

2) Click on Sign-in or select the product using the below step:

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form, to populate a case number and phone number for yourself!

Also, if you are having trouble navigating through the above options, it's most likely because the device is out of warranty, if yes? please send me a private message with the region you are contacting us from, 

here's how private messages work: Click here for details.

If you wish to thank me for my efforts, you could click on "Accept as solution" on my post as the solution should help others too.

[Gerhardvdw]

Hi Riddle

Yes, it means that the drive was replaced and it works fine now.

Thanks for your support.

Gerhard

[praveen196]

@Gerhardvdw

Thank you for the update.

In the future, if you have any other concerns. Please get back to us. We will assist you.

Have a nice day!!