Thunderbolts slots are not working

[Firand]

I bought my HP Spectre x360 - 13-ap0799na device three months ago and since then my two thunderbolts ports are functioning. at first, I thought the issue is because of my HDMI hub (thunderbolt 3 to HDMI) so I have bought a thunderbolt flash driver and another thunderbolt hub. yet nothing changed. I cannot connect any device through the two ports. my windows is up to date, and so are all the drivers. thunderbolt controller, firmware, and driver are also updated and so it is my BIOS. Please anyone can advise what to do to solve this issue? PS: my device is still under warranty. Thank you all in advance.

[The_Fossette]

@Firand,

Welcome to the HP Support Community!

I recommend you download and install the Thunderbolt controller driver from the below link and check if it helps.

https://ftp.hp.com/pub/softpaq/sp96501-97000/sp96871.exe

If you continue facing the issue, then update the BIOS from the below link and check.

https://ftp.hp.com/pub/softpaq/sp98501-99000/sp98902.exe

Follow the steps in the below article to update the BIOS.

https://support.hp.com/in-en/document/c00042629

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

[Firand]

Thank you fossette, i did as you advised, but still the two slots are not working.

Please is there anything else i can do?

with thanks.

Firand

[Echo_Lake]

@Firand
Thank you for posting back. 

Click here https://support.hp.com/in-en/document/c03327635 to troubleshooting USB Connections (Windows 10, 😎

Note: if its a hardware related issue with the USB ports then the computer needs to be serviced. 

Keep me posted for further assistance.

[Firand]

Dear Lake,

Thank you for your response. it did not work out.

please advise how can i contact HP and send he Laptop for service.

kindly note: I stay in Nigeria and my device i belive is bought from HP UK.

though, i am pretty sure that the issue is software. when i bought the PC the thunderbolts were not functioning too well, but by removing and connecting a device (flash driver) to it it would work. so i have installed a new Windows 10 home version thinking it might save the issue. however, the two ports then stopped working entirely.

Thank you again for your assistance.

Firand 

[Echo_Lake · Accepted solution]

@Firand

Apologize for the inconvenience caused and I appreciate your efforts to try and resolve the issue.

As you've performed relevant troubleshooting steps and confirmed its a hardware issue. 

I would request you to reach out to our Support and our Support Engineers should be able to check the available service options in order to diagnose the computer physically. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.