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Old 05-19-2018, 01:31 PM
Rvoid17 Rvoid17 is offline
Join Date: Sep 2006
Posts: 3
Default Windows 10/Thunderbolt suddenly not recognizing Apollo 8p


I've been running Pro Tools 12 with the Apollo 8p and a custom Windows PC. Motherboard is a Aeros Z27OX-Gaming 7. The Apollo is connected to a Thunderbolt 3 port via a Startech Thunderbolt 3/2 adapter.

Everything had been running fine. I turn on the Apollo, the cpu says "connecting Thunderbolt Device", launch Pro Tools, and off we go.

However, all of the sudden the computer doesn't seem to recognize the Apollo 8p in the Thunderbolt Port.

I've updated Windows, all drivers, downloaded latest firmware for the motherboard, uninstalled and reinstalled both the Thunderbolt Software and all UA software, power cycled, etc., and nothing seems to work.

BUT...it did work once, briefly. At some point, I told Thunderbolt to forget the Apollo device. Then, when I powered back on, it said "I see a new device", and then it was working. However, once I ended the session and powered down, it was the same problem all over again upon powering back up. Only this time, the same fix failed to work. When the device was recognized anew, the computer simply froze, and that's now happened multiple times.

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Old 05-19-2018, 08:29 PM
Borg Borg is offline
Join Date: Sep 1999
Location: Brentwood, TN
Posts: 194
Default Re: Windows 10/Thunderbolt suddenly not recognizing Apollo 8p

Make sure thunderbolt firmware is up to date on motherboard. This update is often separate and additional to BIOS update. According to UA support notes, NVM firmware should be 15 or higher.

- Borg


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Old 05-21-2018, 08:25 AM
junkgear's Avatar
junkgear junkgear is offline
Join Date: Jan 2012
Location: USA
Posts: 1,120
Default Re: Windows 10/Thunderbolt suddenly not recognizing Apollo 8p

You can also check that Thunderbolt security is set to always allow in the BIOS. If not, you have to accept the device in Windows, which may be what you are doing when it works.
Will K

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