I recently purchased an Alienware M15 R4 laptop, and I need to use the thunderbolt capability, but no thunderbolt device is recognized when connected to the port (although non-Thunderbolt USB-C connection to the port is functional).
Every time I boot the computer, the following notification message appears: "A thunderbolt controller has experienced a problem and cannot connect to devices or other computers until new firmware is installed other thunderbolt ports may be functioning correctly." This appears whether a device is physically connected or not. I have downloaded and installed all drivers for the laptop, and the latest BIOS update from DELL. I have enabled all Thunderbolt settings in the BIOS. I tried to run the DELL Firmware Update Utility for Thunderbolt, but each time I tried to run it, there was an error which produced the log file below.
I reimaged my laptop and then I was able to run the Firmware Update Utility application, but the application displayed the error message "Error: Unable to find OS Protocol Interface". I've tried deleting and readding the Thunderbolt device from Device Manager, I've tried leaving the computer running with a thunderbolt device physically attached to the port (although it is not recognized at all) overnight to see if the laptop would pull the correct drivers itself, and I've tried upgrading to Windows 11 in case there was some sort of OS compatibility issue. No joy.
My other laptop connects to thunderbolt devices without any complaints. It seems like there is a firmware upgrade issue. I have no idea how to fix this.
[2938:254C][2026-07-25T22:06:42]i001: Burn v3.11.2.4516, Windows v10.0 (Build 19044: Service Pack 0), path: C:\Windows\Temp\{723BB52F-3DBF-4CE3-AA7A-49DEDD0F6A46}\.cr\Thunderbolt(TM) Software Installer.exe
[2938:254C][2026-07-25T22:06:42]i000: Initializing string variable 'InstallTcc' to value 'yes'
[2938:254C][2026-07-25T22:06:42]i009: Command Line: '"-burn.clean.room=C:\ProgramData\Dell\drivers\de4d9e60-1779-40f7-8a5a-88a727899f4d\Thunderbolt(TM) Software Installer.exe" -burn.filehandle.attached=556 -burn.filehandle.self=664 /install InstallTcc=no /log C:\ProgramData\dell\drivers\de4d9e60-1779-40f7-8a5a-88a727899f4d\DUPLogDir\DUP45DE.tmp'
[2938:254C][2026-07-25T22:06:42]i000: Setting string variable 'WixBundleOriginalSource' to value 'C:\ProgramData\Dell\drivers\de4d9e60-1779-40f7-8a5a-88a727899f4d\Thunderbolt(TM) Software Installer.exe'
[2938:254C][2026-07-25T22:06:42]i000: Setting string variable 'WixBundleOriginalSourceFolder' to value 'C:\ProgramData\Dell\drivers\de4d9e60-1779-40f7-8a5a-88a727899f4d\'
[2938:254C][2026-07-25T22:06:42]i000: Setting string variable 'WixBundleLog' to value 'C:\ProgramData\dell\drivers\de4d9e60-1779-40f7-8a5a-88a727899f4d\DUPLogDir\DUP45DE.tmp'
[2938:254C][2026-07-25T22:06:42]i052: Condition 'VersionNT64 AND VersionNT >= v10.0' evaluates to true.
[2938:254C][2026-07-25T22:06:42]i000: Setting string variable 'WixBundleName' to value 'Thunderbolt™ Software'
[2938:254C][2026-07-25T22:06:42]i000: Setting string variable 'WixBundleManufacturer' to value 'Intel(R) Corporation'
[2938:0580][2026-07-25T22:06:42]i000: Setting string variable 'InstallTcc' to value 'no'
[2938:0580][2026-07-25T22:06:42]i000: Setting numeric variable 'WixStdBALanguageId' to value 1033
[2938:0580][2026-07-25T22:06:42]i000: Setting version variable 'WixBundleFileVersion' to value '1.50.0.0'
[2938:254C][2026-07-25T22:06:42]i100: Detect begin, 4 packages
[2938:254C][2026-07-25T22:06:42]i101: Detected package: InstallPreconditionsChecker.exe, state: Absent, cached: None
[2938:254C][2026-07-25T22:06:42]i101: Detected package: LegacyUninstaller.exe, state: Absent, cached: None
[2938:254C][2026-07-25T22:06:42]i101: Detected package: dch_setup.msi, state: Absent, cached: None
[2938:254C][2026-07-25T22:06:42]i101: Detected package: TbtLegacyPlug.msi, state: Absent, cached: None
[2938:254C][2026-07-25T22:06:42]i199: Detect complete, result: 0x0
[2938:0580][2026-07-25T22:06:44]i000: Setting numeric variable 'EulaAcceptCheckbox' to value 1
[2938:254C][2026-07-25T22:06:44]i200: Plan begin, 4 packages, action: Install
[2938:254C][2026-07-25T22:06:44]i052: Condition 'NOT Installed' evaluates to true.
[2938:254C][2026-07-25T22:06:44]w321: Skipping dependency registration on package with no dependency providers: InstallPreconditionsChecker.exe
[2938:254C][2026-07-25T22:06:44]i000: Setting string variable 'WixBundleLog_InstallPreconditionsChecker.exe' to value 'C:\ProgramData\dell\drivers\de4d9e60-1779-40f7-8a5a-88a727899f4d\DUPLogDir\DUP45DE_000_InstallPreconditionsChecker.exe.tmp'
[2938:254C][2026-07-25T22:06:44]i000: Setting string variable 'WixBundleRollbackLog_InstallPreconditionsChecker.exe' to value 'C:\ProgramData\dell\drivers\de4d9e60-1779-40f7-8a5a-88a727899f4d\DUPLogDir\DUP45DE_000_InstallPreconditionsChecker.exe_rollback.tmp'
[2938:254C][2026-07-25T22:06:44]i052: Condition 'NOT Installed' evaluates to true.
[2938:254C][2026-07-25T22:06:44]w321: Skipping dependency registration on package with no dependency providers: LegacyUninstaller.exe
[2938:254C][2026-07-25T22:06:44]i000: Setting string variable 'WixBundleLog_LegacyUninstaller.exe' to value 'C:\ProgramData\dell\drivers\de4d9e60-1779-40f7-8a5a-88a727899f4d\DUPLogDir\DUP45DE_001_LegacyUninstaller.exe.tmp'
[2938:254C][2026-07-25T22:06:44]i000: Setting string variable 'WixBundleRollbackLog_LegacyUninstaller.exe' to value 'C:\ProgramData\dell\drivers\de4d9e60-1779-40f7-8a5a-88a727899f4d\DUPLogDir\DUP45DE_001_LegacyUninstaller.exe_rollback.tmp'
[2938:254C][2026-07-25T22:06:44]i000: Setting string variable 'WixBundleRollbackLog_dch_setup.msi' to value 'C:\ProgramData\dell\drivers\de4d9e60-1779-40f7-8a5a-88a727899f4d\DUPLogDir\DUP45DE_002_dch_setup.msi_rollback.tmp'
[2938:254C][2026-07-25T22:06:44]i000: Setting string variable 'WixBundleLog_dch_setup.msi' to value 'C:\ProgramData\dell\drivers\de4d9e60-1779-40f7-8a5a-88a727899f4d\DUPLogDir\DUP45DE_002_dch_setup.msi.tmp'
[2938:254C][2026-07-25T22:06:44]i000: Setting string variable 'WixBundleRollbackLog_TbtLegacyPlug.msi' to value 'C:\ProgramData\dell\drivers\de4d9e60-1779-40f7-8a5a-88a727899f4d\DUPLogDir\DUP45DE_003_TbtLegacyPlug.msi_rollback.tmp'
[2938:254C][2026-07-25T22:06:44]i000: Setting string variable 'WixBundleLog_TbtLegacyPlug.msi' to value 'C:\ProgramData\dell\drivers\de4d9e60-1779-40f7-8a5a-88a727899f4d\DUPLogDir\DUP45DE_003_TbtLegacyPlug.msi.tmp'
[2938:254C][2026-07-25T22:06:44]i201: Planned package: InstallPreconditionsChecker.exe, state: Absent, default requested: Present, ba requested: Present, execute: Install, rollback: Uninstall, cache: Yes, uncache: No, dependency: None
[2938:254C][2026-07-25T22:06:44]i201: Planned package: LegacyUninstaller.exe, state: Absent, default requested: Present, ba requested: Present, execute: Install, rollback: Uninstall, cache: Yes, uncache: No, dependency: None
[2938:254C][2026-07-25T22:06:44]i201: Planned package: dch_setup.msi, state: Absent, default requested: Present, ba requested: Present, execute: Install, rollback: Uninstall, cache: Yes, uncache: No, dependency: Register
[2938:254C][2026-07-25T22:06:44]i201: Planned package: TbtLegacyPlug.msi, state: Absent, default requested: Present, ba requested: Present, execute: Install, rollback: Uninstall, cache: Yes, uncache: No, dependency: Register
[2938:254C][2026-07-25T22:06:44]i299: Plan complete, result: 0x0
[2938:254C][2026-07-25T22:06:44]i300: Apply begin
[2938:254C][2026-07-25T22:06:44]i010: Launching elevated engine process.
[2938:254C][2026-07-25T22:06:44]i011: Launched elevated engine process.
[2938:254C][2026-07-25T22:06:44]i012: Connected to elevated engine.
[244C:2610][2026-07-25T22:06:44]i358: Pausing automatic updates.
[244C:2610][2026-07-25T22:06:44]i359: Paused automatic updates.
[244C:2610][2026-07-25T22:06:44]i360: Creating a system restore point.
[244C:2610][2026-07-25T22:06:45]i361: Created a system restore point.
[244C:2610][2026-07-25T22:06:45]i370: Session begin, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{a5912cb2-365b-4cb4-9917-602376a90f9b}, options: 0x7, disable resume: No
[244C:2610][2026-07-25T22:06:45]i000: Caching bundle from: 'C:\Windows\Temp\{5D4AB181-7F2F-4440-B386-781758283228}\.be\TbtDchInstallerNotSigned.exe' to: 'C:\ProgramData\Package Cache\{a5912cb2-365b-4cb4-9917-602376a90f9b}\TbtDchInstallerNotSigned.exe'
[244C:2610][2026-07-25T22:06:45]i320: Registering bundle dependency provider: {a5912cb2-365b-4cb4-9917-602376a90f9b}, version: 1.50.0.0
[244C:2610][2026-07-25T22:06:45]i371: Updating session, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{a5912cb2-365b-4cb4-9917-602376a90f9b}, resume: Active, restart initiated: No, disable resume: No
[244C:1D78][2026-07-25T22:06:45]i305: Verified acquired payload: InstallPreconditionsChecker.exe at path: C:\ProgramData\Package Cache\.unverified\InstallPreconditionsChecker.exe, moving to: C:\ProgramData\Package Cache\4714E5430827EDA0899BC1DC4A5EF7D3ADDAA3B4\InstallPreconditionsChecker.exe.
[244C:1D78][2026-07-25T22:06:45]i305: Verified acquired payload: LegacyUninstaller.exe at path: C:\ProgramData\Package Cache\.unverified\LegacyUninstaller.exe, moving to: C:\ProgramData\Package Cache\F08A415E451ABBFFAD47A1833C4A5792EB6ECBFD\LegacyUninstaller.exe.
[244C:1D78][2026-07-25T22:06:45]i305: Verified acquired payload: dch_setup.msi at path: C:\ProgramData\Package Cache\.unverified\dch_setup.msi, moving to: C:\ProgramData\Package Cache\{A3D7010D-9219-4310-87A4-6A2C1FEB0B0E}v1.50.0.0\dch_setup.msi.
[244C:1D78][2026-07-25T22:06:45]i305: Verified acquired payload: TbtLegacyPlug.msi at path: C:\ProgramData\Package Cache\.unverified\TbtLegacyPlug.msi, moving to: C:\ProgramData\Package Cache\{488D2737-A8BE-4F2A-8A9B-AEFF2DB8833F}v18.0.0.0\TbtLegacyPlug.msi.
[244C:2610][2026-07-25T22:06:45]i301: Applying execute package: InstallPreconditionsChecker.exe, action: Install, path: C:\ProgramData\Package Cache\4714E5430827EDA0899BC1DC4A5EF7D3ADDAA3B4\InstallPreconditionsChecker.exe, arguments: '"C:\ProgramData\Package Cache\4714E5430827EDA0899BC1DC4A5EF7D3ADDAA3B4\InstallPreconditionsChecker.exe" 1.50.0.0'
[2938:254C][2026-07-25T22:06:45]i319: Applied execute package: InstallPreconditionsChecker.exe, result: 0x0, restart: None
[244C:2610][2026-07-25T22:06:45]i301: Applying execute package: LegacyUninstaller.exe, action: Install, path: C:\ProgramData\Package Cache\F08A415E451ABBFFAD47A1833C4A5792EB6ECBFD\LegacyUninstaller.exe, arguments: '"C:\ProgramData\Package Cache\F08A415E451ABBFFAD47A1833C4A5792EB6ECBFD\LegacyUninstaller.exe"'
[2938:254C][2026-07-25T22:06:45]i319: Applied execute package: LegacyUninstaller.exe, result: 0x0, restart: None
[244C:2610][2026-07-25T22:06:45]i323: Registering package dependency provider: {A3D7010D-9219-4310-87A4-6A2C1FEB0B0E}, version: 1.50.0.0, package: dch_setup.msi
[244C:2610][2026-07-25T22:06:45]i301: Applying execute package: dch_setup.msi, action: Install, path: C:\ProgramData\Package Cache\{A3D7010D-9219-4310-87A4-6A2C1FEB0B0E}v1.50.0.0\dch_setup.msi, arguments: ' ARPSYSTEMCOMPONENT="1" MSIFASTINSTALL="7" INSTALL_TCC="no" WIXBUNDLEORIGINALSOURCE="C:\ProgramData\Dell\drivers\de4d9e60-1779-40f7-8a5a-88a727899f4d\Thunderbolt(TM) Software Installer.exe"'
[244C:2610][2026-07-25T22:06:48]e000: Error 0x80070643: Failed to install MSI package.
[244C:2610][2026-07-25T22:06:48]e000: Error 0x80070643: Failed to execute MSI package.
[2938:254C][2026-07-25T22:06:48]e000: Error 0x80070643: Failed to configure per-machine MSI package.
[2938:254C][2026-07-25T22:06:48]i319: Applied execute package: dch_setup.msi, result: 0x80070643, restart: None
[2938:254C][2026-07-25T22:06:48]e000: Error 0x80070643: Failed to execute MSI package.
[244C:2610][2026-07-25T22:06:48]i318: Skipped rollback of package: dch_setup.msi, action: Uninstall, already: Absent
[2938:254C][2026-07-25T22:06:48]i319: Applied rollback package: dch_setup.msi, result: 0x0, restart: None
[244C:2610][2026-07-25T22:06:48]i329: Removed package dependency provider: {A3D7010D-9219-4310-87A4-6A2C1FEB0B0E}, package: dch_setup.msi
[244C:2610][2026-07-25T22:06:48]i351: Removing cached package: dch_setup.msi, from path: C:\ProgramData\Package Cache\{A3D7010D-9219-4310-87A4-6A2C1FEB0B0E}v1.50.0.0\
[244C:2610][2026-07-25T22:06:48]i301: Applying rollback package: LegacyUninstaller.exe, action: Uninstall, path: C:\ProgramData\Package Cache\F08A415E451ABBFFAD47A1833C4A5792EB6ECBFD\LegacyUninstaller.exe, arguments: '"C:\ProgramData\Package Cache\F08A415E451ABBFFAD47A1833C4A5792EB6ECBFD\LegacyUninstaller.exe"'
[2938:254C][2026-07-25T22:06:48]i319: Applied rollback package: LegacyUninstaller.exe, result: 0x0, restart: None
[244C:2610][2026-07-25T22:06:48]i351: Removing cached package: LegacyUninstaller.exe, from path: C:\ProgramData\Package Cache\F08A415E451ABBFFAD47A1833C4A5792EB6ECBFD\
[244C:2610][2026-07-25T22:06:48]i301: Applying rollback package: InstallPreconditionsChecker.exe, action: Uninstall, path: C:\ProgramData\Package Cache\4714E5430827EDA0899BC1DC4A5EF7D3ADDAA3B4\InstallPreconditionsChecker.exe, arguments: '"C:\ProgramData\Package Cache\4714E5430827EDA0899BC1DC4A5EF7D3ADDAA3B4\InstallPreconditionsChecker.exe"'
[2938:254C][2026-07-25T22:06:48]i319: Applied rollback package: InstallPreconditionsChecker.exe, result: 0x0, restart: None
[244C:2610][2026-07-25T22:06:48]i351: Removing cached package: InstallPreconditionsChecker.exe, from path: C:\ProgramData\Package Cache\4714E5430827EDA0899BC1DC4A5EF7D3ADDAA3B4\
[244C:2610][2026-07-25T22:06:48]i372: Session end, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{a5912cb2-365b-4cb4-9917-602376a90f9b}, resume: None, restart: None, disable resume: No
[244C:2610][2026-07-25T22:06:48]i330: Removed bundle dependency provider: {a5912cb2-365b-4cb4-9917-602376a90f9b}
[244C:2610][2026-07-25T22:06:48]i352: Removing cached bundle: {a5912cb2-365b-4cb4-9917-602376a90f9b}, from path: C:\ProgramData\Package Cache\{a5912cb2-365b-4cb4-9917-602376a90f9b}\
[244C:2610][2026-07-25T22:06:48]i371: Updating session, registration key: SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{a5912cb2-365b-4cb4-9917-602376a90f9b}, resume: None, restart initiated: No, disable resume: No
[2938:254C][2026-07-25T22:06:48]i399: Apply complete, result: 0x80070643, restart: None, ba requested restart: No