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MudMan
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Posts: 7
Registered: ‎12-22-2019
Location: US
Views: 604
Message 1 of 11

Critical Intel Thunderbolt Software and Firmware Updates Required did not resolve dock issues

X1 Carbon 6th Generation used with 40AF ThinkPad Hybrid USB-C with USB-A Dock and Logitech wireless keyboard/mouse combo. Two Dell mointors are connected to the dock.  About 6 months ago, the computer stopped waking up after going to sleep while connected to the dock using the USB-C cable.  The screens continue to display the proper images. However, there is no mouse pointer present, and the PIN code box does not appear.  Opening the PC and using the touch pad does not resolve this issue.  When the USB-C cable is disconnected, the PIN box appears on the laptop screen.  Reconnecting the USB-C cable seems to fix the problem.   I have been using Lennovo Vantage to maintain drivers.  Manually installing the Thunderbolt Software and Firmware did not resolve the issue.  Setting the BIOS THunderbolt settings to enable did not resolve the issue.   Any ideas? 

Support Specialist
Posts: 2,020
Registered: ‎08-02-2018
Location: US
Views: 562
Message 2 of 11

Re: Critical Intel Thunderbolt Software and Firmware Updates Required did not resolve dock issues

Hi MudMan!

 

Welcome to our forums community.

 

Could you provide us the OS build version and the BIOS version? You can get the system information by typing msinfo on the search box at the bottom left side. Does it happen the issue happens when the external display is connected directly to the laptop? try installing the docking station driver and firmware here: https://pcsupport.lenovo.com/ph/en/products/accessory/docks/thinkpad-hybrid-usb-c-with-usb-a-dock/40....



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MudMan
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Posts: 7
Registered: ‎12-22-2019
Location: US
Views: 550
Message 3 of 11

Re: Critical Intel Thunderbolt Software and Firmware Updates Required did not resolve dock issues

I had already performed the update you recommended.  

 

Version 10.0.18363 Build 18363

BIOS Version/Date LENOVO N23ET68W (1.43 ), 10/16/2019

 

 

MudMan
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Posts: 7
Registered: ‎12-22-2019
Location: US
Views: 521
Message 4 of 11

Re: Critical Intel Thunderbolt Software and Firmware Updates Required did not resolve dock issues

I tried substituting a third party USB-C docking station, and have the same problems.   The monitors 'freeze', displaying what was on them, and the neither the mouse nor the keyboard can wake the system.  If I unplug the USB-C cable and plug it back in, the display shifts to the PIN entry screen.  The mouse and keyboard both work then. 

 

Could this be a problem with USB settings in BIOS? 

 

Support Specialist
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Registered: ‎08-02-2018
Location: US
Views: 517
Message 5 of 11

Re: Critical Intel Thunderbolt Software and Firmware Updates Required did not resolve dock issues

Does the issue happen when the charger is connected? Please install the recently released BIOS(1.44): https://pcsupport.lenovo.com/us/en/products/laptops-and-netbooks/thinkpad-x-series-laptops/thinkpad-.... Just to make sure everything is up to date, you can use the Vantage app and run the update. Install all detected updates. Let us know.



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MudMan
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Message 6 of 11

Re: Critical Intel Thunderbolt Software and Firmware Updates Required did not resolve dock issues

 

I have perofrmed the update using Lenovo Advantage and manually.  The problem remains.  WHne the screens freeze, the time they freeze is captured on the screen, but the last displyed digit flickers. 

 

MSINFO32 shows 

OS Name Microsoft Windows 10 Home

Version 10.0.18363 Build 18363

 

System Model 20KG0022US

 

BIOS Version/Date LENOVO N23ET69W (1.44 ), 11/25/2019

SMBIOS Version 3.0

Embedded Controller Version 1.19

BIOS Mode UEFI

 

BaseBoard Version SDK0J40709 WIN

Platform Role Mobile

Secure Boot State On

Support Specialist
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Message 7 of 11

Re: Critical Intel Thunderbolt Software and Firmware Updates Required did not resolve dock issues

Did the issue start from out of the box? If not, did it start after a Lenovo update or a Windows update? 



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MudMan
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Views: 330
Message 8 of 11

Re: Critical Intel Thunderbolt Software and Firmware Updates Required did not resolve dock issues

The PC and docking station worked fine right out of the box.  The problem began over a year later, sometime around the first of December 2019.   The PC works fine when used by itself.  However, when connected to the USB-C docking station, it 'freezes'.  The displyas do not respond to mouse or keyboard.  The PC can be opened, but the PC screen remains blank.  There is no response to the PC keyboard or touchpad. The two displays continue to display what was on them at the time of freezing.  The clock in the lower right hand corner displays the time of freezing, with the last digit flickering.  When unplugged from the USB-C, the laptop displays the Lenovo login screen.   When the USB-C cable is plugged back in, one display shows the login screen, and the system responds properly. 

 

While we can make the system work by unplugging and plugging back the USB-C cable, this is unworkable long term!

 

As noted before, I have used Lenovo Vantage to keep the PC updated.  

 

 

 

MudMan
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Posts: 7
Registered: ‎12-22-2019
Location: US
Views: 295
Message 9 of 11

Re: Critical Intel Thunderbolt Software and Firmware Updates Required did not resolve dock issues

Any new thoughts on this problem?   It continues to be a hassle, requiring cycling the USB-C cable, or shutting down after each work session.

 

  

Support Specialist
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Registered: ‎08-02-2018
Location: US
Views: 265
Message 10 of 11

Re: Critical Intel Thunderbolt Software and Firmware Updates Required did not resolve dock issues

Try updating the driver of the docking station here: https://pcsupport.lenovo.com/us/en/products/accessory/docks/thinkpad-hybrid-usb-c-with-usb-a-dock/40....



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