FAQ - Frequently Asked Questions - Knowledge Base

Why is my Thunderbolt 3 device not recognized?

To troubleshoot the scenario where a Thunderbolt 3 device is not recognized properly, we suggest to check following items:

  1. Make sure that both the computer and the device are turned on and that the Thunderbolt 3 device is connected to the computer via the Thunderbolt interface.
  2. Disconnect and re-connect the Thunderbolt cable and/or restart the computer.
  3. Use the Thunderbolt 3 cable that was included. If you own a second cable, test both to rule out any problems with the cable.
  4. Confirm that your computer supports Thunderbolt. If it has a USB-C port but only supports USB, the Thunderbolt device won't work.
  5. Update the BIOS of your computer.
  6. Update the Thunderbolt firmware on your computer
    (latest version as of 3/11/2016 > NVM firmware version 16, PD firmware version 1.0.7).
  7. Update the Thunderbolt driver on your computer
    (latest version as of 3/11/2016 > Thunderbolt software version
  8. If the device is recognized at first but disconnecting and re-connecting fails, install the corresponding device driver for Windows.
  9. If the device is no longer recognized after upgrading your operating system (e.g. from Windows 7 to Windows 10), uninstall the Thunderbolt software and re-install the latest version, even if it's the same version.

When updating the driver and firmware for your computer, make sure to follow the instructions of the manufacturer. In some cases, it's necessary to update the firmware in a certain order (e.g. update BIOS first, Thunderbolt software second and Thunderbolt firmware last). We recommend to temporarily disconnect the external Thunderbolt device when doing the BIOS and firmware update on your computer.

To check the current firmware and driver version of your system, connect your Thunderbolt 3 device to your computer and right-click on the Thunderbolt icon in the taskbar. Select 'Settings' and open 'Details'. Under normal circumstances, you should be able to see your attached device and the current version of the software, application and the driver as seen below.

 faq thunderbolt software driver

If none of the above helps, contact support for further help. If you own other Thunderbolt 3 devices that work fine on your computer and you believe the AKiTiO product is defective, please submit a ticket on our help desk.

If this is your first Thunderbolt 3 device and your driver and firmware versions are older than what is shown above, please contact the manufacturer of your computer for support. You can also check this website at https://thunderbolttechnology.net/updates to see if there are any updates for your computer.