Thunderbolt Control Center unable to detect device on Swift 3 SF314-512 evo 1240p

I recently got the Swift 3 on Windows 11 Home and it is unable to detect my device as a thunderbolt device - its not showing up in the intels thunderbolt control center.

When using my OLD computer (TB4) the device (TB3) and its cable show up in the thunderbolt app like it should, but not in the NEW computer.
I am using the same cable and device as the old computer, I've tried both ports (both have lightning symbols). Both old and new computers have TB4.
I've checked the bios and I don't see anything specific that indicates the TB4 is deactivated.
I've tried uninstalling all thunderbolt apps and drivers after removing all devices connected to the laptop, including the charger.
1. It only allows me to remove ONE of the two USB4 host router devices, unsure why not.
There are no required/optional available drivers to download in windows update nor in acer care.

When I go into the thunderbolt command center and select "about" - it only mentions the software version and does not mention the TB controller version. My old laptop shows both the version of the software and TB controller.

Both ports have been tested and they both have the TB symbol next to them.

Accepted answers

atechie

Intel's Thunderbolt Control Center App works only with Intel's Thunderbolt driver.

In Windows 11, the driver for USB4/Thunderbolt 4 that is integrated into the Alder Lake CPUs is supplied by Microsoft as part of Windows 11 and is called USB4 Connection Manager.

https://learn.microsoft.com/en-us/windows-hardware/design/component-guidelines/usb4-intro-to-connection-manager?source=recommendations

Windows Device Portal can be configured to show USB4 status.

https://learn.microsoft.com/en-us/windows-hardware/design/component-guidelines/usb4-windows-device-portal

I wish a simple app similar to Intel's Thunderbolt Control Center app was available for Windows USB4 Connection monitoring, but I have not found one. So, I use Windows Device Portal.

All comments

billsey

What is the device, and does it actually work even though it's not being displayed in the app?

h0va4

https://community.acer.com/en/discussion/comment/1167027#Comment_1167027

Egpu with an Nvidia 3080 inside. It seems to work - shows up in device manager and has the Nvidia utility for connection status where I can disconnect the egpu. It's weird since I downgraded my new laptop to windows 10 and the TB command center worked as I expected.

h0va4

I just updated my older laptop (Dell) to win 11 and the control center works as intended - devices and controllers all show up. The Dell is equipped with tb4/USB4 ports like the Acer.

Acer has driver issues or something.

sgunes

I tried to hook it up to an LG monitor via Thunderbolt and it doesn't see the screen and gets me the charge/no charge beep loop. Has anyone here been able to get the Thunderbolt4/USB4 port to actually work besides charging?

Trying to download the Intel Thunderbolt Control Center from the Microsoft store gets me an endless circle.

h0va4

https://community.acer.com/en/discussion/comment/1168187#Comment_1168187

Grab the intel thunderbolt control center app from the windows store. TB4/usb4 for sure works fine for me in windows 10 - its free/legal to downgrade - and itll keep your PRO license if you have one.

Heres a guide to downgrade:

https://www.zdnet.com/article/how-to-downgrade-a-windows-11-pc-to-windows-10/

h0va4

https://community.acer.com/en/discussion/comment/1168187#Comment_1168187

Also did you run all the updates? there are required and optional updates in the windows updater, also in the Acer Care app, and finally you can grab a driver utility from Intel for the integrated GPU which that has updates as well.

sgunes

Windows 11 Home is fully updated, Acer Care App is updated, neither suggests any updates.

Plugging in a TB3 monitor still gets me the same charge/no charge beep loop.

This laptop is advertised as a Windows 11 Laptop. Is it too much to ask to have TB4/USB4 work with Windows 11?

h0va4

https://community.acer.com/en/discussion/comment/1168208#Comment_1168208

I totally agree with you. You should get the intel utility app as well especailly since that once will focus on the internal gpu. here is the link:

https://www.intel.com/content/www/us/en/support/detect.html

Otherwise I am just suggesting you try the win10 downgrade - There are multiple reports with manufactures not getting the drivers correct with win11. I would recommend downgrading to confirm if it is a driver issue or if the ports are bad, also you will be able to use your device until newer drivers are released. It is only a recommendation.

Also you can go into the device manager and try removing any device that mentions thunderbolt, mainly under the usb section, and reinstall them.

By chance did you purchase this via the refurb ebay deal, if not then you can definitely get help from acer on this issue by contacting them directly, maybe they have a recommended fix. The refurb support team will only tell you to return it. It is a great laptop for me so I will just deal with win10 until win11 works correctly, I got it for under $400 really good cpu + TB cannot be beat at that price.

sgunes

It was bought new from Costco with 90 day return window.

The device manager shows the USB4 Host Router and Root Device Router with Microsoft drivers.

I installed the Intel Driver and Support Assistant and it had only updates for graphics, Bluetooth and Killer stuff. Nothing about TB4/USB4.

I can connect a cheap USB-C dock and I can get SD, microSD, USB3 ports and HDMI out working.

I then connected my Akitio Thunderbolt 3 Dock Pro and hooked up 10 G Ethernet and the Acer showed the 10G Network connection and transferred a test file from another computer on the same network at over 200 MB/s speed which is higher than the standard 1 G Ethernet speed. The Akitio charges at 60 W and I did not get the charge/no charge beep loop and the battery icon shows charging. I hooked up the LG monitor cable to the Akitio dock and I had full 5K resolution.

So, it looks like the only problem is that I cannot hook it up via TB3/USB-C directly to my LG monitor (but it works using the Akitio dock as an intermediary).

I will order a HDMI 2.1 to USB-C adapter and see if I can get the full 5 K resolution from the monitor without the dock (the monitor's HDMI input is limited to 4K, but DP and TB3 can get 5K). I would lose the charging over TB3 benefit but at least get the full monitor resolution.

At this point it is not worth it for me to downgrade to Windows 10.

sgunes

Update: I tried another two TB3 cables, same result.

My 4th cable (60 inches long) worked! No beeping, just full resolution and charging at the same time.

My TB problems have been solved.

h0va4

https://community.acer.com/en/discussion/comment/1168219#Comment_1168219

I am glad your problem has been solved. The reason why i suggested the intel driver IS FOR THE GRAPHICS which is what provides your display - so i still recommend you update your graphics drivers.

Do you mind checking the thunderbolt command center and see if it shows that the display is connected or any controllers in the "about" section of the app.

Also since you purchased new, you probably could've just contacted acer support.... I am only here because acer support sucks if you purchased their recertified.

sgunes

O.k. I just updated the Intel Graphics drivers and nothing changed.

With the white 59" long TB3 cable that came with the LG monitor I can hook up my MBP 2021 without problems. Connecting the 59 1/2" long black TB3 cable doesn't work with the MBP.

And with the 59 1/2" long black TB3 cable I can hook up the Acer and get the full 5K resolution (but only 6-bit color) and charging but the white 59" cable doesn't work.

All cables have the TB lightning symbol on them.

Hooking up the working black cable to the Acer, nothing shows up in the Thunderbolt app. It is application version 1.0.36.0, Controller driver version N/A. In the "Approve TB devices" section it states "The following Thunderbolt device chain has been plugged in and one or more devices require your permission to connect to this system. Select the devices you wish to connect:" and the list is empty. Connecting to the non-working charge/no charge beep loop cable shows nothing in the TB CC.

Hooking up to the working Akitio Dock, again shows nothing popping up in the TB CC. It looks like the ports are working but not the TB Control Center software.

h0va4

https://community.acer.com/en/discussion/comment/1168242#Comment_1168242

Thanks for checking the app for me - its weird because it works on my win11 dell laptop that has tb4/usb4 ports and as I mentioned previously, the app works perfectly when I downgrade to windows 10 on my acer.

Curious - does your laptop completely recognize the monitor - like the model number and all shows in the device manager when connected?

Yeah you have to watch out on the cable length. I use TB port for an egpu and I can only use the cables that are ~12 inches in length for everything to work correctly. I am shocked that the internal graphics card can support a 5k resolution. MAybe with the graphics utility you installed there is a setting to tweak that more.

sgunes

https://community.acer.com/en/discussion/comment/1168250#Comment_1168250

The laptop recognizes the LG monitor and recommends the correct 5120x2160 resolution. It shows 6 bit color (instead of 10 bit color). The Intel website shows that the max resolution for the Xe graphic is 8K30.

h0va4

https://community.acer.com/en/discussion/comment/1168252#Comment_1168252

FYI 2160 is only 4k.. 2880 is 5k.

sgunes

https://community.acer.com/en/discussion/comment/1168253#Comment_1168253

My LG is 5120x2160p (extra wide, 21:9 aspect ratio). The Apple 27' monitors (iMac, LG 27") are 5120x2880p.

Commodore_1995#

Is this feature enabled?

h0va4

https://community.acer.com/en/discussion/comment/1168410#Comment_1168410

Thank you for mentioning but That wasn't listed last time I checked, but unsure if you read the prior comments about it working fine in windows 10 - the bios settings don't change between windows installation so the bios are correctly set.

atechie

Intel's Thunderbolt Control Center App works only with Intel's Thunderbolt driver.

In Windows 11, the driver for USB4/Thunderbolt 4 that is integrated into the Alder Lake CPUs is supplied by Microsoft as part of Windows 11 and is called USB4 Connection Manager.

https://learn.microsoft.com/en-us/windows-hardware/design/component-guidelines/usb4-intro-to-connection-manager?source=recommendations

Windows Device Portal can be configured to show USB4 status.

https://learn.microsoft.com/en-us/windows-hardware/design/component-guidelines/usb4-windows-device-portal

I wish a simple app similar to Intel's Thunderbolt Control Center app was available for Windows USB4 Connection monitoring, but I have not found one. So, I use Windows Device Portal.

atechie

https://community.acer.com/en/discussion/comment/1168187#Comment_1168187

I have also experienced a "charge/no charge beep loop" when connecting an Acer SF314-512 laptop to a LG Ultrafine 5K Thunderbolt 3 model 27MD5KL-B.AUSA display.

It is caused by the SF314-512 laptop attempting to use more than 60 W from the LG 5K display which causes the LG power delivery circuit to reset when these are connected by a Thunderbolt cable certified to carry 100 W. Most Thunderbolt cables are certified for 100 W.

This LG Display is designed to supply up to 60 W (3 A @ 20 V) for charging. A device ("PD sink") drawing more than 3A triggers the LG display's over current protection.

The SF314-512 laptop attempting to use more than 60 W from LG 5K display (drawing more than 3A) should not happen. In my opinion, this behavior is the result of a bug in the Acer SF314-512 power delivery firmware.

A solution which you inadvertently found is to use a Thunderbolt cable certified to carry a maximum of 60 W (3 A @ 20 V). When a 60 W rated cable is used, the SF314-512 will not exceed 60 W. For some reason, the laptop will honor maximum power of a power delivery contract when a 60 W cable is present. But, it will attempt to use more power than in the accepted PD contract when a cable that has an ID for 100 W (5 A)is used.

Thunderbolt cables rarely have markings on the cable that show they are certified for 60 W or 100 W. I don't think 60 W cables are being made anymore.

If anyone from Acer's engineering or test team would like to troubleshoot this behavior, please contact me.

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