VN7 793G Thunderbolt 3 issue - TB3 now shows up in a Device Manager, how can I enable or check TB3?

poddex
poddex Member Posts: 30 Enthusiast WiFi Icon
edited November 2022 in Nitro Gaming

Hello.

Have a VN7 793G Black Edition. Looking at eGPU, but I don't see my Thunderbolt 3 controller in a Device Manager. Also a Thunderbolt Software shows me a blank screen (no Thunderbolt information).

How can I enable or check the TB3 device? I don't want bad surprises after eGPU TB3 dock buying.

Thanks.

[Edited the thread to add the issue detail]

«1

Answers

  • poddex
    poddex Member Posts: 30 Enthusiast WiFi Icon

    Also where can I update latest FW for my TB3 and a latest drivers? On a support page I can only finde 16.** driver from good old 2017.

  • poddex
    poddex Member Posts: 30 Enthusiast WiFi Icon

    When I attached Thunderbolt 3 eGPU dock-station - no reactions from Device Manager, and Thunderbolt Software shows a blank screen, dock-station leds a standby mode. How can I check that my Thunderbolt works fine and and the firmware and software is up to date?

  • poddex
    poddex Member Posts: 30 Enthusiast WiFi Icon

    Any help, please?

  • poddex
    poddex Member Posts: 30 Enthusiast WiFi Icon

    Here is the About... screen of Thunderbolt software.

    Can you provide me a firmware for TB3 on 793G? 792G has TB3 update firmware, but 793G has not. Acer support, where are you?


  • Are there any drivers with problems in the device manager?

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  • poddex
    poddex Member Posts: 30 Enthusiast WiFi Icon
  • what is the model of the egpu?

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  • poddex
    poddex Member Posts: 30 Enthusiast WiFi Icon

    A comment. Device manager doesn't show any reaction and no any Thunderbolt or Thunderbolt-like device. And no problem with drivers - no alerts.

    But. When I attached second monitor through USB-C->HDMI adapter (plug in Thunderbolt port), also no Thunderbolt device appears in Device manager, but HWinFo shows that JHL6340 activated (only when monitor is plugged in, when monitor disconnected, JHL6340 is invisible even for HWinFo).


    And when I plugged a monitor through adapter, Windows 10 says that find a new USB device, but "it's unknown USB device, can't recognize it". This happens only when I plug in external monitor to Thunderbolt port. If I plug in eGPU - nothing happens. And when I plug a monitor - monitor works fine. Even with "unknown USB device detected". Maybe it's a some driver-related problem or TB3 firmware problem?

    eGPU model - TH3P4G3 (from AliExpress). 

    Video from manufacturer - all should work smoothly.


  • poddex
    poddex Member Posts: 30 Enthusiast WiFi Icon

    Please, any help from Acer.

  • Does the same problem occur when updating the bios? This driver that appears as unknown, can you inform the idhardware?

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  • poddex
    poddex Member Posts: 30 Enthusiast WiFi Icon

    How can I check a BIOS version properly?

    The ID is USB\DEVICE_DESCRIPTOR_FAILURE

    Path:

    USB\VID_0000&PID_0002\8&19B254FC&0&1

    But this USB-C->HDMI Adapter shows USB\DEVICE_DESCRIPTOR_FAILURE on every computer, not only on my notebook. I think it's only adapter-related, no related to Thunderbolt. Adapter itself work properly, monitor works from notebook.

    When I attached eGPU dock station - there is no reaction. Even "Unknown device" doesn't appear.

  • Do you have a way to test with a male and male usb-c cable?


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  • poddex
    poddex Member Posts: 30 Enthusiast WiFi Icon

    Of course, the eGPU dock has exactly this cable (usb-c->usb-c male) but when I attached eGPU via this cable - no reaction. Absolutely nothing!

    Looks like Thunderbolt 3 disabled or missed in my notebook, but I see JHL6340 in HWiNFO and it must be in my notebook as said in tech specs.

    How can I bring it to work?

  • The only suggestion that I think might help, would be to try to update the bios to the latest version: BIOS Acer Updates KBC version for HDMI output control 1.11 6.3 MB 2018/09/10 download

    But it is a risky procedure!

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    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • poddex
    poddex Member Posts: 30 Enthusiast WiFi Icon

    is this BIOS for my V Nitro 793G too?

    How can I check my Thunderbolt controller by another way?

  • Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • poddex
    poddex Member Posts: 30 Enthusiast WiFi Icon

    How can I check the BIOS version of my 793G? Can't recognize the version, not sure that I have last version.

    Does the last BIOS update include all previous updates (cumulative)?

  • You can check the bios version under SYSTEM INFORMATION in windows. Yes, the latest bios version contains all previous fixes.

    Oi! Eu não sou sou a cortana! Mas estou aqui para ajudar! Hi! I'm not the cortana! But I'm here to help!
    Se você gostou da minha resposta, marque como solução clicando em sim! If you liked my answer, mark it as a solution by clicking on yes!
    Aceite somente a resposta que ajudou a solucionar o seu problema! Please accept only the response that helped to solve your problem!
    Detection tool click here to find the serial number or partnumber of your model!                                                          
                                                      
                                                     egydiocoelho Trailblazer
     
    ProductKey clique aqui para descobrir o serial do windows! click here to discover the windows serial!
    Para usuários da comunidade inglesa, espanhola, francesa e alemã, usarei o google tradutor! :)
    For users of the English, Spanish, French and German community, I will be using google translator! :) 
  • poddex
    poddex Member Posts: 30 Enthusiast WiFi Icon

    Checked. Already have 1.11. *****!

  • poddex
    poddex Member Posts: 30 Enthusiast WiFi Icon

    Update.

    I did some work to diagnose this and found that Thunderbolt shows up in a Device Manager but...it shows as a standard PCI-PCI Bridge and has a Microsoft driver (on picture).

    But I can't install TB3-driver from Acer even manually. Please, maybe any ideas?