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5 Posts

08-09-2019

AU

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Problem of connecting Lenovo Thunderbolt 3 Graphic dock with X1 carbon 6th

2019-08-09, 8:53 AM

Hi, everyone, 

 

I meet a problem of connection. I install the driver but the computer seems not to recognise the graphic dock.

 

I cannot find my thunderbolt controller in the rest of picture 1, and I also cannot find thunderbolt in device manage. 

 

does anybody know how to solve it?

 

Thanks

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5 Posts

08-09-2019

AU

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  • Message 2 of 8

Thunderbolt NOT found in device manager for X1 Carbon 6th 2018 in Windows 10 1903

2019-08-16, 13:25 PM

Hi,

 

as title written, TB3 cannot be found in Device Manager, while already enabled in BIOS (1.40):

  • Installing TB3 successfully from lenovo support with latest version;
  • ERROR arises while install TB3 FM.

 

The error is "no active thunderbolt controller found in this system or thunderbolt software is not present in this system"

 

 

 

The BIOS setting is listed here

 

 

 

 

And I can also not find Thunderbolt software in device manager. But "service" has thunderbolt service. 

And there are also no thunderbolt controller

pls.help thanks!

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1 Posts

08-18-2019

US

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  • Message 3 of 8

Re: Thunderbolt NOT found in device manager for X1 Carbon 6th 2018 in Windows 10 1903

2019-08-18, 3:13 AM

It was the recent BIOS update. If you go here:

https://pcsupport.lenovo.com/us/en/products/LAPTOPS-AND-NETBOOKS/THINKPAD-X-SERIES-LAPTOPS/THINKPAD-X1-CARBON-6TH-GEN-TYPE-20KH-20KG/20KH/20KHCTO1WW/PF1235QA/downloads/DS502281

 

and scroll to 1.38 (n23uj16w.exe), download and install that. (Note: you might encounter a message about Secure Rollback being enabled in your BIOS.... you'll need to disable that and try again.)

 

After rolling back the BIOS, I rebooted and instantly everything was working again.

 

[UPDATE] After doing a software update from Vantage with the rolled-back BIOS, it said there was critical Thunderbolt firmware to install. So I did that, and on a whim decided to re-update my BIOS to the newest version. Things still work! So it would appear that in both our cases, the BIOS was updated before the Thunderbolt firmware update, which lead to the problem. Had we updated the Thunderbolt first, then the BIOS, everything would have been fine.

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5 Posts

08-09-2019

AU

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  • Message 4 of 8

Re: Thunderbolt NOT found in device manager for X1 Carbon 6th 2018 in Windows 10 1903

2019-08-19, 2:00 AM

Hi,I just follow your step  and scroll my BIOS to 1.38 and reinstall thunderbolt software. But there are no change for it. I still cannot see the thunderbolt controller

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1 Posts

09-21-2019

US

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  • Message 5 of 8

Re: Problem of connecting Lenovo Thunderbolt 3 Graphic dock with X1 carbon 6th

2019-09-22, 17:03 PM
I encountered the same question. Do you solve the problem now? Thanks.
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5 Posts

09-04-2019

US

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  • Message 6 of 8

Re: Thunderbolt NOT found in device manager for X1 Carbon 6th 2018 in Windows 10 1903

2019-10-03, 17:56 PM

I had the exact same problem, drove me crazy and could reproduce it on multiple Carbon X1 (gen6) devices (20KH002LUS)  with the new Thinkpad Thunderbolt 3 docks (ZBK0L8V7 Type 40AC), opened a support incident and they shipped me a new one in less than 24 hours, but had the exact same problem.  Nice that they could replace the product, too bad they couldn't solve the problem.  (Also, had a problem navigating to the right people to troubleshoot this in support, the Thunderbolt 3 hub info on the website sends you in circles, won't let you submit an online ticket for the device, had to call 855-253-6686 #3, #1, #1, #1)

 

I was about to reimage the PC's and return to factory default, upon finding your helpful message.  Our normal practice is to update firmware and drivers on new devices before installing software/peripherals and because of that, we bumped into this issue.  We determined that updating to the latest BIOS version for the X1 (as of 10/1/2019) prevents the Intel Thunderbolt software from installing properly but without producing an error.  After installing, the C:\Program Files (x86)\Intel\Thunderbolt was empty, we didn't get the software in the system tray, and obviously when trying to update the firmware of the Thunderbolt docks, they would error out. that the dock could not be detected.

 

Since downgrading the BIOS to 1.38-1.13, we were able to reinstall the drivers and firmware per the Lenovo Bulletin https://pcsupport.lenovo.com/sk/en/solutions/ht508988.  Thanks for sharing!

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5 Posts

08-09-2019

AU

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  • Message 7 of 8

Re: Thunderbolt NOT found in device manager for X1 Carbon 6th 2018 in Windows 10 1903

2019-10-03, 21:15 PM

Hi, thank you for you reply. 

 

I follow your step,  downgrading the BIOS to 1.38 and then downloading the drivers and firmware from the link you give, but no change for me. 

 

I instal the driver package first and then instal the firmware, it said it can not detect thunderbolt software. 

 

I open the C:\Program Files (x86)\Intel\Thunderbolt , it is not empty but full of relevant thunderbolt 3 files.

 

Do you have any idea about it? 

 

by the way, how you replace the laptop? 

I bought the refurbished product and now I am in Australia. 

Can I replace it? 

thank you !

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5 Posts

09-04-2019

US

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  • Message 8 of 8

Re: Thunderbolt NOT found in device manager for X1 Carbon 6th 2018 in Windows 10 1903

2019-10-15, 18:09 PM

I'd start by looking up the warranty on the device and then trying to navigate your way around whatever Australia's support number is.  Sorry.

 

I forget the executable off-hand, but can you run it from C:\Program Files (x86)\Intel\Thunderbolt and then see if the see if the the firmware will work?  In my case, the executables weren't there and weren't running (no Thunderbolt icon in the taskbar.)  Possibly, different issue?  Good luck!

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